With ISAT- You pay for a service but receive none??

How do I even begin to describe my experience with ISAT- In their defense it also has a lot to do with their chosen courier RAM.

I will simply paste the email I just sent to them- Let’s see if I get a response :

I tried to call at 16:00 to speak with you but the agent said you were on a call and couldn’t assist. I was also advised accounts was not available to assist either and to call back tomorrow!! The cheek of it all- After spending almost 2 weeks back and forth calling your company and RAM!

I’m really hoping I’m going to be able to explain everything to you over email once and once only. As I have spent the last 2 weeks explaining between RAM and ISAT and no one is assisting. My patience level has been reached and I am highly frustrated with the customer service and lack of urgency received!

Let me explain:

Firstly I received an sms on Thursday 7 December saying my order will be delivered in the next 8 working days. (Ummmmm how exactly must a person sit at home for the next 8 working days!! If they not going to allow a security guard to sign for the parcel??) NOR give an estimated delivery time...

Then on Friday 8 December I received a message at 09:00 saying my parcel would be delivered between 08:00-17:00 that day. With no contact number to call if this delivery date does not suit! Now they arrived at my house,would not let the guards sign. I am obviously not at home all day (as I work as most people do!) I received no proper warning of when a delivery would take place or a time!! How can you expect people to wait around all day for a delivery without proper notification.

They then arrived at my house (Unnotified again!!) on Monday 11 December. The security guard at my complex was confused and instead of letting them in (As I was home) told them I wasn’t home and they left! The driver made no attempt to call me and confirm this!

They RAM called me that day- I said please come on Tuesday 12 December anytime before 10:00 as I will be home!! Just after 10:00 I receive a call from RAM advising the driver was there and he left as apparently I wasn’t home. I had no call from the driver or my security guard. I stormed up to the security guard (as I even advised the security guard that morning that a parcel would be delivered). The security guard said NO ONE arrived for my unit (62) only for unit 74 and therefore the driver told RAM he was there when he wasn’t!! Once again the driver made no attempt to call me when he “was apparently outside”

I spoke to RAM and asked they let me know when the driver will come back. They never called me back with a time and again arrived unnotified that afternoon!! I was not at home and they just pitched up again!!

I then called ISAT on Thursday - ISAT told me to call RAM. I called RAM on Thursday and they said my parcel had been returned back to isat and I need to contact them!! I explained this whole story to an isat agent who promised to call me back once investigating with RAM- 5 days later and no one has called me!!

I now call isat again- Explain the whole situation again and the phone cuts!! The isat agent had all my details and doesn’t even bother to call me back!!

Now I get an email from you asking if I requested the delivery to be cancelled? Now you tell me- WHY would I pay for a service (which I should of been able to start using over 2 weeks ago) and then CANCEL the delivery!!

You guys need to get your stuff organised!!! I am completely frustrated that I have now cancelled my Telkom line to go to an apparent “better provider”. You guys have charged for a service I am not even receiving!!

I am leaving for holiday on Thursday!! I need that SIM card before I leave as I require the WiFi when I am away!!

Who is going to get this sorted?$!!