Pathetic service!!!

This is a two-part complaint:

Sent: 17 March 2020 13:34

Following the complaint registered today, I would like to also lodge a further complaint against Steven, with whom I just dealt with regarding the call reference ***.

I called a few minutes’ ago, to request a progress report on the above reference. Everything went well during the conversation until I requested the status report. According to him, his supervisor was dealing with the matter and, in fact, had the technician on the phone. According to the supervisor, the technicians are “en route” the address to replace the meter box. However, when I asked him how long it will take, he could not tell me how long as (according to him) they have other faults to attend to. It is at this point I lost it again!

How come it take the technicians TWO DAYS to replace a meter box, when my initial call request was for the meter box to be replaced? This is totally unacceptable!!! In my opinion, I think it is laziness on the part of the technicians to not completely attend to the fault at hand – from start to finish – in one go. Why do they have to return to the apartment a second time? When I said this, Steven went on the defensive and wanted to get in to an argument with me. Is this the kind of “Customer Service” you allow your agents to give paying clients!???

I am allowed to voice my frustration and concerns on the Customer Service line. As a paying client, the service I pay for right now is lacking, and I have the consumer right to voice this. However, I do not expect to get in to a “back & forth” with the agent on the phone, with him trying to be defensive about a general statement meant. It was not directed at him, merely my frustration at the pathetic service received thus far!

And, to crown it all off, I STILL have no resolution to my original request for the electric meter box to be replaced!!!

Sent: 17 March 2020 08:58 AM Subject: Complaint Importance: High

Ref Nr : ***

The above-mentioned reference was registered yesterday morning at about 08:45 to advise that the following meter number is faulty:

• ***

We just moved in to a new complex in Belhar this past weekend. The Eskom prepaid meter box linked to the address is not working. Nothing is displaying, although the meter is plugged into wall socket. Other tenants in the building have advised me that the Eskom technicians have been at the building to check out all the meters, as some have been reported faulty (similar issues).

Someone was at the apartment all day and when I got there yesterday afternoon, the person told me that the technicians were there, checked the meter box & said they would be back to replace the meter. They never returned, and as a result, the matter remained unresolved.

This morning I called to enquire about this, and was told the matter was resolved and the above reference closed. Seeing as the meter box was not replaced, I don’t see HOW the matter could have been closed!!!

I was the told that I had to get a new follow-up reference number (***) and I have to call back in for FOUR HOURS in order to get a progress report! This is totally unacceptable! I logged the initial call to have the unit replaced, and the fact that YOUR technicians didn’t complete the work, is not my fault. Therefore, I should not be the one to keep calling back to follow up on work that was not completed by YOUR technicians. I have work to do, things to do, and I cannot afford to waste time by continually calling back to follow up on your technicians’ inability to follow direction!

If the electricity units that came with the flat runs out, there is no way to replenish this, and if anything goes wrong in the flat as a direct result of the faulty meter box, I will take the matter further!

I need this matter resolved TODAY!!!

A very annoyed and angry customer!!