Misleading information abd poor complaint handle

Dear Global Platinum Solutions Management,

I am writing to formally lodge a complaint regarding the extremely disappointing service I received today and the manner in which my complaint was subsequently handled.

This morning, I contacted Global Platinum Solutions via WhatsApp regarding an issue with my WiFi. I was advised by your agent that a technician would attend to the matter at my home at 15:30 today.

I work from home and rely on my internet connection to perform my work. Based on the commitment made by your representative, I arranged my day accordingly and waited for the technician.

At 15:30, after nobody had arrived, I contacted your team again. I was then told that there were "many complaints."

With respect, the number of complaints Global Platinum Solutions is dealing with is an internal operational matter. It does not change the fact that I was specifically given an appointment for 15:30 and re**** on that commitment.

If the appointment could no longer be honoured, the minimum I would have expected was proactive communication informing me of the delay and providing a revised time.

What made the situation considerably worse was my subsequent telephone conversation with a person who identified herself as Lebo Ndlovu.

I found the manner in which the matter was handled extremely casual considering the inconvenience caused. There was no meaningful attempt to resolve the problem, provide an alternative arrangement, or take ownership of the situation.

I requested to speak to a supervisor and was surprised to be informed that Ms Ndlovu herself was the supervisor.

This was particularly concerning because I would reasonably expect a supervisor dealing with an escalated customer complaint to acknowledge the service failure, apologise for the inconvenience, investigate what happened and, most importantly, provide a solution.

Instead, I was simply told that the agent had **** to me.

That is an extremely serious admission. If your own supervisor believes that a representative deliberately provided a customer with false information regarding a technician appointment, I expect Global Platinum Solutions to investigate the matter appropriately.

I also raised my concern that providing misleading information to a consumer may have implications under the Consumer Protection Act.

I subsequently requested that the matter be escalated to someone senior to Ms Ndlovu. This request was not accommodated.

When I asked for an email address through which I could escalate the complaint, I was given Ms Ndlovu's own email address. I find this completely puzzling.

I was specifically attempting to escalate a complaint because I was dissatisfied with the manner in which the supervisor was handling it. Directing my written complaint back to the same person does not constitute an escalation.

I have therefore copied senior management on this email because I expect this matter to be addressed at the appropriate level.

At this stage, I am not looking for excuses regarding workloads, the number of complaints received, or internal staffing challenges.

I am looking for a solution.

I require the following:

1) A technician to attend to my WiFi issue tomorrow morning and resolve the problem. 2) Written confirmation of the technician appointment and expected arrival time. 3) A written response from a senior manager or appropriate member of management regarding today's service failure and the handling of my escalation. 4) Confirmation that the circumstances surrounding the information provided to me regarding today's 15:30 appointment will be investigated. 5) Clarification of Global Platinum Solutions' escalation procedure when a customer is dissatisfied with the assistance provided by a supervisor.

I want to emphasise that my internet connection is essential because I work from home. Being given a specific appointment, waiting for that appointment, receiving no proactive communication and then being met with such a casual response when I complain is simply unacceptable.

I expect Global Platinum Solutions to take ownership of this matter and have a technician at my premises tomorrow morning.

Please confirm the arrangements in writing as a matter of urgency.

Regards, Alexander Dube