Disappointing Customer Service

I am extremely disappointed with the customer service I received from Moshe, an Ikeja representative, when trying to resolve a technical issue.

My router stopped working completely following a lightning strike. I contacted Ikeja via WhatsApp, hoping to receive assistance and have my internet connection restored as soon as possible.

Moshe eventually informed me that a job card had been created and that a technician would be dispatched within seven working days. However, my main concern was the possibility of being held financially responsible for equipment damaged by lightning.

I raised a reasonable question: Why should customers be expected to pay for replacement equipment every time a lightning-related incident occurs? Lightning is beyond a customer's control, and I wanted clarity on Ikeja's equipment replacement policy and where responsibility lies.

Unfortunately, Moshe avoided addressing my question. Instead, he repeatedly referred me to the seven-working-day turnaround time without providing any explanation regarding potential replacement costs or liability.

What made the experience even more frustrating was receiving a link to HelloPeter to write a review instead of having my concerns properly addressed. Shortly afterwards, the WhatsApp conversation was no longer available for further discussion, and I was left receiving automated responses.

I work from home and depend on a reliable internet connection. Being without internet for up to seven working days is a significant inconvenience.

I am not asking for special treatment. I am asking for transparency, accountability and proper customer service.

I would like Ikeja management to address the following:

1. Clarify whether customers are liable for routers damaged by lightning. 2. Explain the equipment replacement and warranty policy. 3. Consider prioritising my technical issue. 4. Provide a reasonable solution without automatically passing replacement costs on to the customer.

I hope Ikeja management takes this complaint seriously. My experience with Moshe has left me questioning the company's approach to customer service and accountability.