CS
Clyde S
1 reviews | Active since Jan 2019
05 Jul 2021, 12:01
Hopeless backup service
My wife and I work from home in Johannesburg, as so many people do these days. We've had to deal with Dial A Nerd as our IT support is based in Pietermaritzburg (because the organisation my wife does work for is based there and they have seconded support to Dial A Nerd). The problem the D-A-N technician had to fix was not simple (email synchronisation on a laptop), but his solution to the problem was to install a sold state HDD at no small cost. Needless to say this did nothing to solve the mail problem. All attempts at contacting this technician (seven phone calls/Whatsapp messages) have proved completely fruitless. We tried phoning the Dial A Nerd offices on Friday and got 1 hour and 38 minutes of a recorded message telling us we were number one in the queue. The technician that eventually took our call promised to have the original technician contact us. Needless to say, that never happened. The place is hopeless.
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Replies (6)0
Replies (6)
Dial A Nerd's replyOfficial
05 Jul 2021, 12:32Hi Clyde. We are incredibly sorry for the terrible service you have received. This is not the level of service we have built our business on and we have escalated the matter immediately. We will return to this comment with an update as soon as possible. To narrow our investigation, please share the number you dialled, the technician's name, and your wife's company name.
Again, huge apologies for the disappointing and terrible service.
Again, huge apologies for the disappointing and terrible service.
Dial A Nerd's reply05 Jul 2021, 12:32
Official
Hi Clyde. We are incredibly sorry for the terrible service you have received. This is not the level of service we have built our business on and we have escalated the matter immediately. We will return to this comment with an update as soon as possible. To narrow our investigation, please share the number you dialled, the technician's name, and your wife's company name.
Again, huge apologies for the disappointing and terrible service.
Again, huge apologies for the disappointing and terrible service.
CS
Clyde S's updateReviewer Update
05 Jul 2021, 13:04Well this quick response is promising: The number we dialed is ***; the technician we dealt with is Louis Fisher and my wife works for Groundwork.
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Clyde S's update05 Jul 2021, 13:04
Reviewer Update
Well this quick response is promising: The number we dialed is ***; the technician we dealt with is Louis Fisher and my wife works for Groundwork.
CS
Clyde S's updateReviewer Update
09 Jul 2021, 13:11Well, that good feeling was short-lived: escalating the matter clearly does not translate into responding with any sense of urgency. I really don't know what to do with this organisation. Nothing we do makes the slightest difference.
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Clyde S's update09 Jul 2021, 13:11
Reviewer Update
Well, that good feeling was short-lived: escalating the matter clearly does not translate into responding with any sense of urgency. I really don't know what to do with this organisation. Nothing we do makes the slightest difference.
Dial A Nerd's replyOfficial
09 Jul 2021, 13:15Hi Clyde, apologies again as we are waiting for the internal investigation's feedback on the terrible service you received. However, someone should have tried to reach out to you since your complaint was escalated to our senior management.
Dial A Nerd's reply09 Jul 2021, 13:15
Official
Hi Clyde, apologies again as we are waiting for the internal investigation's feedback on the terrible service you received. However, someone should have tried to reach out to you since your complaint was escalated to our senior management.
Dial A Nerd's replyOfficial
09 Jul 2021, 14:57Hi Clyde, upon further investigation we understand your frustration and again apologise profusely. Louis did recommend that to resolve the problem, you would need to contact Groundwork and sort out the permissions for the mailbox. Due to the size of one of the mailboxes your wife manages, it keeps crashing. Groundwork would need to get this Mailbox removed and manage the permissions. However, we could have done that on your behalf when we were on site. For the lack of service and the delay in the escalation we apologise. Senior Management will be in touch.
Dial A Nerd's reply09 Jul 2021, 14:57
Official
Hi Clyde, upon further investigation we understand your frustration and again apologise profusely. Louis did recommend that to resolve the problem, you would need to contact Groundwork and sort out the permissions for the mailbox. Due to the size of one of the mailboxes your wife manages, it keeps crashing. Groundwork would need to get this Mailbox removed and manage the permissions. However, we could have done that on your behalf when we were on site. For the lack of service and the delay in the escalation we apologise. Senior Management will be in touch.
CS
Clyde S's updateReviewer Update
28 Jul 2021, 09:43Please see public comment
CS
Clyde S's update28 Jul 2021, 09:43
Reviewer Update
Please see public comment