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RP
Ruari P

1 reviews | Active since Mar 2009

17 Jan 2018, 16:30

No Delivery, with misleading feedback and now blaming Afrihost

I ordered a fixed wireless option via Afrihost (device handled by Digital Planet), there where known delays which we were informed of, but on the 29/11/2017 I got notification that the backorder was fulfilled and I got a communication saying I would take delivery by the 15/12/2017 . I saw it was marked (Afrihost) as Dispatched on the 7/12/2017. the 15 came and I called as I hadn't heard and was informed "no later than the 20th. I then contacted Digital Planed (they were doing the delivery) as I was traveling, to sort out correct delivery and was assured I'd have it in time. 20th and nothing, not even a call. I called again and was told Definitely in December. When January arrived I gave them until the 8th then called. Each time I called I got the excuse "It's at Currier, you will get SMS to confirm deliver" To-date Nothing!!! Today after escalating this over the past 2 days I get back: "There seems to have been a problem with the stock that we received from Afrihost, so the warehouse team has requested new stock" This after several agents confirmed that the package was "en route" and I'd get an SMS for deliver shortly!!! I paid for this package two month ago, and now I'm out of pocket and still don't have any internet joy.

0
Replies (3)
Digital Planet
Digital Planet's reply20 Jan 2018, 12:49
Official

Good Day Ruari,

Thank you for bringing this matter to our attention and please accept our apologies for the experience. We have escalated this matter with the Client Service Management to liaise with your service provider, we shall be providing feedback to you within next week. We acknowledge that the wait has been beyond frustrating and will endeavour to speed up the process as best as we can and revert back to you

Regards

Digital Planet

RP
Ruari P's update23 Jan 2018, 13:22
Reviewer Update
...... waiting (got an initial call last week that kinda matched this reply, but then since then nothing.... no updates, no answers to my questions in emails, nudda. - even though I asked for a daily update) whats the progress and more importantly... When do I get my package?
RP
Ruari P's update25 Jan 2018, 08:19
Reviewer Update
I owe you all an update: Still very disappointed in Digital Planet. eventually I got involved, made many more call, and emails, escalated to Afrihost's Management and finally got to someone that was willing to at least try. So what we have uncovered so far is that the package went "missing" somewhere within Digital Planets "consignment" area. I suggest they start investigating the area responsible for this. In the mean time we have had to do a new order from scratch, and the only reason that this new order is now finally in the "consignment" area is due to lots of hand holding and involving Afrihost to help add pressure, otherwise who knows how far down the line we would be at this stage. Here is to hoping this one doesn't do the same vanishing act in this area as the last one did.