1 reviews | Active since Jul 2023
4 Workdays after ticket was logged - No technician / No internet
Vodacom Ticket: SR*** Metrofibre Ticket: 96450
This ticket was logged on Friday 17 November 2023. Ticket was received by Metrofibre on Saturday 18 November 2023.
I have absolutely no problem with an acceptable TAT. I thought that 48hs would be more than sufficient for someone to at least contact me. On Wednesday 22 November I phoned Vodacom again to enquire about the progress. They were surprised to hear that a technician has not yet contacted me. Vodacom contacted Metrofibre and promised me that I would get a call back the same day. Low and behold at 12:00pm on Thursday afternoon a technician phones me to let me know that he is in front of my house. No appointment, no phone call to ask me when would suit me, nothing. He is at my house. I am at work, like most normal adults would be at 12pm. When I asked him if we could move it to 13:00 I was told no. Where on God's green earth is this acceptable service??? Waiting for three days and then on day 4 a random technician shows up at my house without letting me know beforehand. He phones me on Whatsapp - nogal! Using my last little bit of mobile data to receive his infuriating call! I have been struggling for the rest of the day to get Metrofibre to get back to me with an appointment. This is the worst, most backward, useless service I have ever received. If you have a choice of providers, PLEASE, save yourself some hardship and do NOT make use of Metrofibre. If something goes wrong, you will be without internet connection for who knows how long!!!!
I am truly sorry for the significant inconvenience and frustration you have experienced regarding your service disruption. I understand the importance of a reliable connection and the need for prompt resolution.
Please accept my sincerest apologies for the delay and the lack of communication in this matter. I want to assure you that your concerns have been elevated to our maintenance team for urgent attention and resolution. It is our commitment to rectify the situation promptly and restore your service to its optimal state.
I completely understand your dissatisfaction with the unexpected technician visit without prior notice and the inconvenience it caused. This falls short of the service standards we aim to provide, and I assure you that your feedback is being taken seriously.
Our team is actively investigating the sequence of events and will work diligently to ensure this does not happen again.
Once again, I apologize for the frustration and inconvenience caused. We appreciate your patience and understanding as we work to resolve this issue promptly.
Best Wishes
Marilize
I am truly sorry for the significant inconvenience and frustration you have experienced regarding your service disruption. I understand the importance of a reliable connection and the need for prompt resolution.
Please accept my sincerest apologies for the delay and the lack of communication in this matter. I want to assure you that your concerns have been elevated to our maintenance team for urgent attention and resolution. It is our commitment to rectify the situation promptly and restore your service to its optimal state.
I completely understand your dissatisfaction with the unexpected technician visit without prior notice and the inconvenience it caused. This falls short of the service standards we aim to provide, and I assure you that your feedback is being taken seriously.
Our team is actively investigating the sequence of events and will work diligently to ensure this does not happen again.
Once again, I apologize for the frustration and inconvenience caused. We appreciate your patience and understanding as we work to resolve this issue promptly.
Best Wishes
Marilize