RL
Ryno L
1 reviews | Active since Jan 2014
09 Sept 2023, 11:26
Very bad service !!!
I feel compelled to express my profound disappointment with Home-connect. As someone who recommended your services to approximately 15 customers and considered you the best for a long time, recent events have left me utterly disillusioned.
My account was suspended due to an oversight on my part – I failed to update my banking details on the website and made a manual EFT payment. Subsequently, I was contacted by one of your agents who informed me of your new policy. To my disbelief, she told me that Home-connect would not unsuspend my account, despite my providing a Proof of Payment. She used the phrase, "teach our customers a lesson to pay their accounts."
Such a response is not only unprofessional but also disrespectful to a loyal customer. I believe in accountability for my actions, but your customer service should extend beyond punitive measures. I've been your advocate for years, but this incident and the change in policy have left me with no choice but to terminate our association and, regrettably, take the other 15 customers with me.
I implore you to reevaluate your customer service approach and policies to maintain the trust and loyalty of your clients. Good customer service should be the cornerstone of any reputable company.
If you require further clarification or additional information, please feel free to reach out.
Helpful (0)
Replies (6)0
Replies (6)
Home-Connect's replyOfficial
09 Sept 2023, 11:34Thank you for your feedback, Ryno. Please provide us with the cell number used during the interaction mentioned above.
Home-Connect's reply09 Sept 2023, 11:34
Official
Thank you for your feedback, Ryno. Please provide us with the cell number used during the interaction mentioned above.
RL
Ryno L's updateReviewer Update
09 Sept 2023, 11:52***
RL
Ryno L's update09 Sept 2023, 11:52
Reviewer Update
***
Home-Connect's replyOfficial
09 Sept 2023, 12:21Thank you, one of our supervisors will be in contact.
Home-Connect's reply09 Sept 2023, 12:21
Official
Thank you, one of our supervisors will be in contact.
RL
Ryno L's updateReviewer Update
09 Sept 2023, 12:36I would like to extend my sincere appreciation for taking the time to address my recent complaint and for reinstating my line. I'm relieved that this matter has been resolved, and I'm grateful for your prompt assistance.
However, I feel compelled to share my perspective on what transpired during this process. While your help has been invaluable, it has become evident to me that the core issue lies not with individual agents but rather with a policy enforced by the management. The statement made during our initial conversation about "teaching customers a lesson" left me deeply concerned about the direction Home-connect is taking in terms of customer service.
I believe it's essential for Home-connect to reevaluate this policy and the decision-making process behind it. My experience has highlighted the need for a more customer-centric approach that prioritizes understanding and assisting loyal customers who may face unforeseen issues. This would not only enhance customer satisfaction but also align Home-connect with industry standards.
I would welcome the opportunity to further discuss my perspective and provide input on improving customer service policies. As someone who has recommended Home-connect to others and genuinely wants to see the company succeed, I believe that constructive feedback can lead to positive changes.
Once again, thank you for your help in reinstating my line. I hope this feedback can contribute to a more customer-friendly experience for all Home-connect customers.
However, I feel compelled to share my perspective on what transpired during this process. While your help has been invaluable, it has become evident to me that the core issue lies not with individual agents but rather with a policy enforced by the management. The statement made during our initial conversation about "teaching customers a lesson" left me deeply concerned about the direction Home-connect is taking in terms of customer service.
I believe it's essential for Home-connect to reevaluate this policy and the decision-making process behind it. My experience has highlighted the need for a more customer-centric approach that prioritizes understanding and assisting loyal customers who may face unforeseen issues. This would not only enhance customer satisfaction but also align Home-connect with industry standards.
I would welcome the opportunity to further discuss my perspective and provide input on improving customer service policies. As someone who has recommended Home-connect to others and genuinely wants to see the company succeed, I believe that constructive feedback can lead to positive changes.
Once again, thank you for your help in reinstating my line. I hope this feedback can contribute to a more customer-friendly experience for all Home-connect customers.
RL
Ryno L's update09 Sept 2023, 12:36
Reviewer Update
I would like to extend my sincere appreciation for taking the time to address my recent complaint and for reinstating my line. I'm relieved that this matter has been resolved, and I'm grateful for your prompt assistance.
However, I feel compelled to share my perspective on what transpired during this process. While your help has been invaluable, it has become evident to me that the core issue lies not with individual agents but rather with a policy enforced by the management. The statement made during our initial conversation about "teaching customers a lesson" left me deeply concerned about the direction Home-connect is taking in terms of customer service.
I believe it's essential for Home-connect to reevaluate this policy and the decision-making process behind it. My experience has highlighted the need for a more customer-centric approach that prioritizes understanding and assisting loyal customers who may face unforeseen issues. This would not only enhance customer satisfaction but also align Home-connect with industry standards.
I would welcome the opportunity to further discuss my perspective and provide input on improving customer service policies. As someone who has recommended Home-connect to others and genuinely wants to see the company succeed, I believe that constructive feedback can lead to positive changes.
Once again, thank you for your help in reinstating my line. I hope this feedback can contribute to a more customer-friendly experience for all Home-connect customers.
However, I feel compelled to share my perspective on what transpired during this process. While your help has been invaluable, it has become evident to me that the core issue lies not with individual agents but rather with a policy enforced by the management. The statement made during our initial conversation about "teaching customers a lesson" left me deeply concerned about the direction Home-connect is taking in terms of customer service.
I believe it's essential for Home-connect to reevaluate this policy and the decision-making process behind it. My experience has highlighted the need for a more customer-centric approach that prioritizes understanding and assisting loyal customers who may face unforeseen issues. This would not only enhance customer satisfaction but also align Home-connect with industry standards.
I would welcome the opportunity to further discuss my perspective and provide input on improving customer service policies. As someone who has recommended Home-connect to others and genuinely wants to see the company succeed, I believe that constructive feedback can lead to positive changes.
Once again, thank you for your help in reinstating my line. I hope this feedback can contribute to a more customer-friendly experience for all Home-connect customers.
Home-Connect's replyOfficial
09 Sept 2023, 12:37Thank you for your feedback, Ryno. Please note that it is not a policy but a requirement that the funds need to reflect in our bank account. In your case, the funds haven’t cleared resulting in your account still being suspended. We will take your concern under advi*****t but the funds need to reflect for the suspension to be lifted.
Kind Regards
Home-Connect
Kind Regards
Home-Connect
Home-Connect's reply09 Sept 2023, 12:37
Official
Thank you for your feedback, Ryno. Please note that it is not a policy but a requirement that the funds need to reflect in our bank account. In your case, the funds haven’t cleared resulting in your account still being suspended. We will take your concern under advi*****t but the funds need to reflect for the suspension to be lifted.
Kind Regards
Home-Connect
Kind Regards
Home-Connect
Home-Connect's replyOfficial
10 Sept 2023, 13:50Dear Ryno,I would like to sincerely apologize for the disappointing experience you have had with Home-Connect. As a loyal customer who has recommended our services to others, I understand how important it is for us to deliver exceptional customer service.I am sorry to hear about the suspension of your account due to an oversight with your banking details. While I understand the importance of maintaining accurate payment information, I agree that our response should have been more understanding and supportive in this situation. I apologize for any disrespect or frustration caused by the agent's comments. I want to assure you that your feedback has been taken seriously, and we will be reevaluating our customer service approach and policies to ensure that incidents like this do not occur in the future. Your trust and loyalty as a customer are incredibly important to us, and we deeply regret any disappointment you have experienced.If there is anything else you would like to discuss or any further information you would like to provide, please do not hesitate to reach out to us. We value your feedback and want to make things right.Once again, I apologize for the inconvenience and frustration you have faced. Thank you for bringing this matter to our attention, and we hope to have the opportunity to regain your trust in the future.Sincerely,MenziHome-Connect Customer Service
Home-Connect's reply10 Sept 2023, 13:50
Official
Dear Ryno,I would like to sincerely apologize for the disappointing experience you have had with Home-Connect. As a loyal customer who has recommended our services to others, I understand how important it is for us to deliver exceptional customer service.I am sorry to hear about the suspension of your account due to an oversight with your banking details. While I understand the importance of maintaining accurate payment information, I agree that our response should have been more understanding and supportive in this situation. I apologize for any disrespect or frustration caused by the agent's comments. I want to assure you that your feedback has been taken seriously, and we will be reevaluating our customer service approach and policies to ensure that incidents like this do not occur in the future. Your trust and loyalty as a customer are incredibly important to us, and we deeply regret any disappointment you have experienced.If there is anything else you would like to discuss or any further information you would like to provide, please do not hesitate to reach out to us. We value your feedback and want to make things right.Once again, I apologize for the inconvenience and frustration you have faced. Thank you for bringing this matter to our attention, and we hope to have the opportunity to regain your trust in the future.Sincerely,MenziHome-Connect Customer Service