KJ
Keleigh J
1 reviews | Active since Aug 2020
11 Dec 2021, 10:19
Very very very poor service
Very poor service, zero stars would be more appropriate. Constant connectivity issues. Previously our line was down for over 24 hours and this was resolved remotely and now our line has been down for over two days and it can't be fixed remotely. Still waiting on a technician. This has had a terrible impact. The problem is that we cannot switch to another fibre provider as there are no other options in our area. As a consumer this has been a very frustrating experience with no resolution in sight.
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Replies (2)
Frogfoot Fibre's replyOfficial
11 Dec 2021, 10:45Good day, Keleigh
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Please take note that we will not reply on Hellopeter.
Kind Regards,
Frogfoot
Frogfoot Fibre's reply11 Dec 2021, 10:45
Official
Good day, Keleigh
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Please take note that we will not reply on Hellopeter.
Kind Regards,
Frogfoot
KJ
Keleigh J's updateReviewer Update
11 Dec 2021, 17:17Thanks, I received a call however it is clear that customer service is neither a strong suit nor priority. After receiving confirmation from a webafrica consultant that frogfoot technicians are available on the weekends I received a direct contradiction from your caller advising that not only does the 48 hour turn around time not apply to weekends but that availability of technicians remain stinted for multiple reasons, especially on the weekends. To make matters worse my only comfort, as per the caller, is that maybe I will get a call on Monday or Tuesday by a technician, either way it is clear that the SLA will be breached. Is this what escalated your enquiry means? Really?
To my surprise, I happened to drive past a frogfoot marketing stand opposite a shopping centre with at least 3 sales staff at the stand. Is there perhaps more focus on marketing versus after sale service due to availability of sales consultants, on a weekend I might add, but no availability of technicians. Very disappointing indeed.
To my surprise, I happened to drive past a frogfoot marketing stand opposite a shopping centre with at least 3 sales staff at the stand. Is there perhaps more focus on marketing versus after sale service due to availability of sales consultants, on a weekend I might add, but no availability of technicians. Very disappointing indeed.
KJ
Keleigh J's update11 Dec 2021, 17:17
Reviewer Update
Thanks, I received a call however it is clear that customer service is neither a strong suit nor priority. After receiving confirmation from a webafrica consultant that frogfoot technicians are available on the weekends I received a direct contradiction from your caller advising that not only does the 48 hour turn around time not apply to weekends but that availability of technicians remain stinted for multiple reasons, especially on the weekends. To make matters worse my only comfort, as per the caller, is that maybe I will get a call on Monday or Tuesday by a technician, either way it is clear that the SLA will be breached. Is this what escalated your enquiry means? Really?
To my surprise, I happened to drive past a frogfoot marketing stand opposite a shopping centre with at least 3 sales staff at the stand. Is there perhaps more focus on marketing versus after sale service due to availability of sales consultants, on a weekend I might add, but no availability of technicians. Very disappointing indeed.
To my surprise, I happened to drive past a frogfoot marketing stand opposite a shopping centre with at least 3 sales staff at the stand. Is there perhaps more focus on marketing versus after sale service due to availability of sales consultants, on a weekend I might add, but no availability of technicians. Very disappointing indeed.