Bad customer Service and poor TAT to resolve faulty router

Item: Ikeja
Rating: 1
Author: Thato T

I have been a loyal customer for more than 3/4 years with ikeja. Their customer Service is the worst to deal with. I reported my connection being disconnected the Friday night, spoke to Sipho who then left me hanging without any response or way forward to my query. I followed his instructions and even sent him pictures that he requested, after that he left me hanging.

Saturday morning I get a request from Fikile asking me to send the same pictures I had sent last night. Fikile directed my query to an Engineer by the name of Naxi who then said they will get someone from maintainance to come look at my router withing 7 working days, mind u I'm working from home and need to use Wi-Fi to work I don't have 7 working days to wait.

I requested a manager to call me at 09:39, but did not receive any call back.

Later during the day I spoke to Moshe who then told me his manager was off sick and there was no managers available to handle my query.

Very pathetic customer Service with no sense of urgency. Now I need to buy data to work that time I paid my Wi-Fi month end, nothing was said about being compensated as well for the extra money I had to use to buy data since my router was faulty.

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Replies (1)

Ikeja's replyOfficial

11 Aug 2025, 10:29

Good day Thato

Thank you for raising your concerns. We fully understand your frustration and sincerely apologize for the inconvenience you have experienced.

After reviewing the conversation you had with our support team, we acknowledge that the matter was not handled to the standard of service we aim to provide. The agents involved will undergo additional training to ensure they are better equipped to manage such situations in the future.

You also made me aware during our call that you were expecting a call from one of our managers on 10/08/2025, which unfortunately did not happen until I contacted you today. We regret this oversight and will be investigating internally to understand why the escalation process was not followed as it should have been.

Regarding maintenance, our turnaround time is designed to ensure fairness for all clients. Once a ticket is created, it generally takes up to 2 working days to confirm the scheduled date, depending on the number of maintenance job cards at the time. In some cases, this can be sooner.

We have prioritized your case, and a team will be dispatched to assist you on Tuesday, which is within the second day of your turnaround period.

We truly appreciate your patience and understanding, and we hope the policies discussed over the phone are now clearer. Our commitment remains to provide you with the best possible service moving forward.

Kind Regards
Karabo
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Ikeja's reply11 Aug 2025, 10:29

Official

Good day Thato

Thank you for raising your concerns. We fully understand your frustration and sincerely apologize for the inconvenience you have experienced.

We have prioritized your case, and a team will be dispatched to assist you on Tuesday, which is within the second day of your turnaround period.