1 reviews | Active since Nov 2013
Poor service, lack of communication and *********** staff.
The City installed a new water meter without informing us on Wednesday. They never checked that it was installed correctly with the result that we have no water. We logged a call on Wed and were told someone would come on Thursday (within 24). No one came but the case was marked as closed. When we called back asking why it was closed the agent said it's just on their side but the depot will still attend to the matter. When we called again Thursday evening to check up when this will be resolved the new agent said but the case is closed we need to log a new case and this means we need to wait another 24 hours. It is now 48 hours without water due to a faulty and shoddy service provided but the City of Cape Town and no one can give us any indication when we will get our water turned back on. So the fact that we logged the call on Wed and was closed in error has no bearing at all - they only considering our last referenced nr and we need to wait. This is a shocking service from the City that Works for you. I understand that there is a process that needs to be followed but the City let us down by: - not informing us that a new meter will be installed - not doing a check to make sure that the new meter is working correctly - Closing the call incorrectly - Agents giving us the wrong information saying that although it is closed on their end they are still attending to the matter - we wasted valuable time here. - Inconsistent communication - one agent saying they will come in the morning to the next person saying but they can't see a job card.
Really expected more from the City of Cape Town.
I find it even more disappointing that I logged a complaint on Hello Peter to the City of Cape Town to get a response 3 business days later asking me if the issue was attended to - was no investigation done after I submitted my referenced numbers?
To answer you - yes we eventually got water Sunday evening at 5pm after being without water since Wednesday evening. The issue was due to poor and incorrect procedures that were followed when the water meter was installed, and when they came to fix the problem they actually made it worse. The technicians came to our site without having the right tools, and then wasting more time trying to work with what they had just prolonged our time without water. Took the City the entire Sunday to fix a problem that should never have happened in the first place. Wasting resources that could have been used attending to other matters. Pls make sure that all your technicians (including contract staff) are trained properly and give them the proper tools to get the job done.
I find it even more disappointing that I logged a complaint on Hello Peter to the City of Cape Town to get a response 3 business days later asking me if the issue was attended to - was no investigation done after I submitted my referenced numbers?
To answer you - yes we eventually got water Sunday evening at 5pm after being without water since Wednesday evening. The issue was due to poor and incorrect procedures that were followed when the water meter was installed, and when they came to fix the problem they actually made it worse. The technicians came to our site without having the right tools, and then wasting more time trying to work with what they had just prolonged our time without water. Took the City the entire Sunday to fix a problem that should never have happened in the first place. Wasting resources that could have been used attending to other matters. Pls make sure that all your technicians (including contract staff) are trained properly and give them the proper tools to get the job done.
I also just told you that our household was without water for 5 days due to a serious list of errors on the city's side, would have been nice to at least get an apology for the inconvenience.
But hopefully, we will not be in this situation again.
I also just told you that our household was without water for 5 days due to a serious list of errors on the city's side, would have been nice to at least get an apology for the inconvenience.
But hopefully, we will not be in this situation again.