CUSTOMERS BEWARE - poor customer service and lack of proper communication protocols by Ignite leadership

Poor customer service and lack of proper communication protocols by Internet Solutions t/a Ignite in not responding to a request submitted on the 9th April 2019 that had not been addressed by the 30th April 2019 - as detailed in the e-mails below:

________________________________________ From: "bygrace" ********** To: "IT Service Desk" ********** Cc: "dineo khoza" ********** "zandile mazibuko" ********** Sent: Thursday, May 2, 2019 12:36:31 PM Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB

Afternoon IT Service Desk (and Zandile and Dineo)

Once again Ignite has failed to respond/communicate.

Due to the poor customer service and lack of proper communication protocols by Ignite leadership I feel I am obligated to alert current Ignite customers and potential customers of the unacceptable manner , which they could have their service requests handled. So CUSTOMER BEWARE. Therefore, I am interested to see and/or hear what response is forthcoming from Ignite leadership, if any.

I hope we never experience this quality of service again.

Regards

Diana Curran ________________________________________ From: "bygrace" ********** To: "IT Service Desk" ********** Cc: "dineo khoza" ********** "zandile mazibuko" ********** Sent: Wednesday, May 1, 2019 9:02:18 AM Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB

IT Service Desk and Zandile

You have a serious 'metadata problem' that you need to resolve and I believe your infrastructure has been compromised culminating in you stating that banking details are missing. The fact that this case number has been outstanding since the 9th April is unacceptable and I want to know what Ignite leadership is doing to address this.

I have requested on multiple occasions to escalate this matter but Ignite management appear to be 'avoiders' not prepared to contact clients to address what is clearly poor customer relations management and non existent disaster recovery management processes. Disconcerting to say the least.

Regards

Diana Curran

________________________________________ From: "IT Service Desk" ********** To: "bygrace" ********** Sent: Tuesday, April 30, 2019 12:52:00 PM Subject: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB

Good day DJ,banking details Apologies for the delay and inconvenience caused. Kindly be advised that we just tried to top you up again and as per screenshot below, there missing banking details that I unfortunately don't have. This process is one you can also accomplish on your end after adding the necessary details. If you still need assistance after updating those details kindly do contact us on ********** 222 or write us back. kind regards, Zandile Mazibuko Ref:MSG ********** _fdyIO32fWQti900potrX

From: "bygrace" ********** To: "IT Service Desk" ********** Cc: "dineo khoza" ********** Sent: Monday, April 29, 2019 9:08:43 AM Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB

Morning IT Service Desk

It is diabolical that an ISP like Ignite treats their customers as poorly as they have in this case.

Despite contacting the Service Desk on numerous occasions, details have been recorded, they have failed as a courtesy to inform me what the status is of my case.

I would appreciate if this case is escalated for a response from Ignite management because it is evident that the current state of affairs is because of poor disaster recovery planning and customer relationship management.

Regards

Diana Curran

________________________________________ From: "bygrace" ********** To: "dineo khoza" ********** Cc: "IT Service Desk" ********** Sent: Wednesday, April 24, 2019 5:48:55 PM Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB

Evening IT Service Desk My service request submitted on the 9th April 2019 has still not been addressed. This is despite all the e-mails sent, as reflected below, and then after receiving no feedback having to call the service desk on the 18th April 2019 (Zandile), the 23rd April 2019 (Zandile) and again today the 24th April 2019 when I spoke to Modisha. Presume Ignite achieves better service levels with other customers. That said, Modisha has been the first member of the IT Service Team who has taken the effort to address case number CS ********** by attempting to obtain approval from Managersa. He should be commended for his approach and his attitude. Modisha attempted to contact several “Managers”, Jade, Carla, Gary and Ian to obtain approval to action my service request without success, because they were “occupied”. Ian was supposed to contact me at 13:00 hours today but failed to do so. During our telecoms, Modisha said that the process that could be followed was to access the Ignite portal to request a ‘top-up’. This was a change in protocol and had not been communicated to me. We have previously when wanting ‘top up’, either called the Service Desk and then latterly, we were instructed to e-mail the Service Desk to request a ‘top up’. Now this. However, what is mindboggling is that over the last several days when calling the Service Desk there is a precorded message informing callers that there is a problem with the Ignite portal and that the Technicians are attempting to address the problem and apologising to callers. Therefore, how can customers access the portal, if there is a problem, which Technicians have not resolved??? Nonetheless, I eventually was given the opportunity to speak to Thabiso, but unfortunately after 30 seconds he cut me off and he never called back. What an astonishing way for a Manager to deal with customers and not show any decency and phone me back. What an example for a Manager to show subordinates. When I phoned the Service Desk and spoke to Modisha he apologised for Thabiso. I said it was not his responsibility to apologise but Thabiso. It is evident, in this case, that your Managers show that customers are not important. I hope this is not how they treat other customers. Please escalate this e-mail to Ignite’s leadership because there is a need for them to address what appears to be attitude of arrogance that appears to pervade the offices in Ignite. Regards Diana Curran ________________________________________ From: "bygrace" ********** To: "dineo khoza" ********** Cc: "IT Service Desk" ********** Sent: Monday, April 15, 2019 9:46:01 AM Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB

Morning Dineo

I am amazed that a process that Ignite followed previously when customer requests were submitted and which were actioned in a timely manner, is now hampered by your inability to access our billing details which Ignite already has in a customer data base, which I hope is secure in terms of the POPI Act.

Regarding the screenshot you have provided we don't pay by credit card so you need to select an option where you can acces and upload a customer's billing details. I suggest you engage a member of the Ignite IT Service Desk who dealt with our previous customer requests submitted previously and follow that process. If the IT Service Desk is unable to assist suggest you escalate the request to someone who is able to undertake this request.

Please ensure that access to our mailbox is not negatively affected by your delay in actioning our equest.

Regards

Diana Curran

________________________________________ From: "dineo khoza" ********** To: "bygrace" ********** "IT Service Desk" ********** Sent: Monday, April 15, 2019 7:09:54 AM Subject: RE: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB

Good day As I have mention that am not to do the top-up on my side because it’s requesting for billing details Kindly see the below screenshot

So the payment is coursing the delay , please forward me your billing details or kindly login to your ignite account and do the top-up Regards Dineo Khoza From: ********** ********** Sent: Sunday, April 14, 2019 6:16 PM To: IT Service Desk ********** Cc: Dineo Khoza (Ignite) ********** Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB Importance: High Evening IT Service Desk On the 9th April 2019 I sent a request to increase my cap and case number CS ********** was assigned to the request. Dineo has been in contact with me as can be seen by the e-mails below, but to date the request has not been actioned as can be seen by your daily statistics that I received today. From: ********** To: "bygrace" ********** Sent: Sunday, April 14, 2019 3:41:30 AM Subject: Daily ADSL stats for ********** - 14-04-2019 Date/Time: 14-04-2019/03:41:30 UserName: **********

DSL Usage: Total Sent(MB): 759.96 Total Received(MB): 4259.69 Total Combined (MB): 5019.64 Cap (MB): 5120.00 % Cap Used: 98.04

Ignite Technical Support Centre: ********** 222 email: **********

Internet Solutions The Campus, Le Mans building 57 Sloane St Bryanston Can you please action my request ASAP because 5 days to action an increase in my cap is extremely 'poor service' considering the propmt service I received from the IT Service Desk previously. Regards Diana Curran ________________________________________ From: "bygrace" ********** To: "dineo khoza" ********** Cc: "IT Service Desk" ********** Sent: Thursday, April 11, 2019 6:56:22 PM Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB Evening Dineo Unfortunately you never called this morning as you indicated you would do yesterday in our telecom. At 11:41 today we received an e-mail notification that "CS ********** has been updated with additional information". However, there is no indication of what this additional information so this e-mail is pointless because nothing has been done by Ignite IS Support. I find it extremely unusual that having actioned these increase requests in a timely manner previously, you are unable to perform this task now. What is Ignite IS Support plan to address this case number?? In addition, I see that the other issue mentioned in my e-mail and repeated during our telecom has no case number. I presume that IS Ignite Support are unable to assist with this request. Regards Shaun Curran ________________________________________ From: "bygrace" ********** To: "dineo khoza" ********** Cc: "IT Service Desk" ********** Sent: Wednesday, April 10, 2019 5:18:37 PM Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB Hi Dineo Unfortunately you never called at 5:00pm as promised so hopefully the case number has been resolved and the other issue I mentioned had not been assigned will be addressed. Regards Shaun Curran ________________________________________ From: "bygrace" ********** To: "dineo khoza" ********** Cc: "IT Service Desk" ********** Sent: Wednesday, April 10, 2019 3:20:54 PM Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB Hi Dineo No wander you cant get hold of us, we changed our landline details with ISIgnite five years ago, when we moved from Richards Bay to Howick ( ********** 378). Please call and can you get the ISIgnite Admin team to update personal details. Presume mobile number is correct!!! Regards Di Curran ________________________________________ From: "dineo khoza" ********** To: "bygrace" ********** Cc: "IT Service Desk" ********** Sent: Wednesday, April 10, 2019 3:09:53 PM Subject: RE: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB Goo day Tried calling you on : (035) ********** Kindly confirm if it’s the right number Regards From: ********** ********** Sent: Wednesday, April 10, 2019 3:06 PM To: Dineo Khoza (Ignite) ********** Cc: IT Service Desk ********** Subject: Re: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB Hi Dineo I have checked my call log and I have not received any call from you to discuss this case number. Therefore, not sure what mobile number you called but please try again. We are waiting to receive your call. Regards Di Curran ________________________________________ From: "IT Service Desk" ********** To: "bygrace" ********** Cc: "dineo khoza" ********** Sent: Wednesday, April 10, 2019 2:54:47 PM Subject: CS ********** - Account Number - 410236; Account Name: Curran - Increase by 5GB Good Day Our team has attempted to contact you today to discuss the reference number CS ********** Please contact us back once you have a moment so we can further assist in resolving the pending matter. Kind Regards Dineo Khoza Ref:MSG ********** _JwS3HpALliB2yjFCm7vT From: "bygrace" ********** To: "support" ********** Sent: Tuesday, April 9, 2019 3:01:50 PM Subject: Re: Account Number - 410236; Account Name: Curran - Increase by 5GB Hi Ignite Support Thanks for logging case number CS ********** . However, you provided no feedback on what I requested at PS, below. Please advise. Regards Diana Curran ________________________________________ From: "bygrace" ********** To: "support" ********** Sent: Tuesday, April 9, 2019 2:34:54 PM Subject: Account Number - 410236; Account Name: Curran - Increase by 5GB Afternoon Ignite Support Please could you increase my cap by another 5GB for the month of April 2019. Regards Diana Curran