iKhoka is great - but poor customer service tarnish the company

I have been using iKhokha for a few years and I am very happy with the solution and the friendly staff that I have dealt with. However, staff follow through unfortunately has a lot of room for improvement. Twice in one week iKhokha failed me. First time I requested for a new machine to be shipped to a new address. The staff member assured me that she would see to it - I followed that up with an email & WhatsApp. She didn't and I ended up having to deal with the courier company myself as it wasn't addressed according to my instruction. The couriers were very helpful got their driver to contact me so that I could go to meet him somewhere to collect.

When queried about this the iKhokha staff member read the message, but didn't even bother to respond.

The 2nd incident relates to the same new machine. What is great about iKhokha is that they follow up with a phone call to make sure that the new machine is OK and then assist you telephonically to setup if required . It was an early morning call which I unfortunately missed, but I immediately responded to the email that they send to inform me about the called that I missed. A day later I am still awaiting a response to that email.

Once again I want to stress that the iKhokha solution is really great for my business. I just wish that they were as customer focused as I am in my business.