NK
Ntumekelelo K
1 reviews | Active since Jan 2014
07 Nov 2024, 07:26
Extremely Poor Service
We moved into our new location on September 28th, and before even moving, we arranged with Metro Fibre to set up our installation. Since then, it’s been a nightmare dealing with them. From day one, we’ve been given the runaround. They are practically unreachable on WhatsApp, and when we call, we’re left on hold for ages. On the rare occasion that we finally get through to someone, we’re assured that a technician will call us back, but we never receive any follow-up.
The lack of accountability, repeated empty promises, and complete disregard for customer service have made this the worst service provider experience we’ve ever had. Metro Fibre’s disorganization and unresponsiveness have left us extremely frustrated and disappointed. I would not recommend them to anyone looking for a reliable and responsive service provider.
We still don’t have our fibre set up as yet regardless of being proactive.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
07 Nov 2024, 09:55Dear Ntumekelelo,
Thank you for reaching out and sharing your experience with us. We appreciate you bringing these concerns to our attention, and we sincerely apologize for the delays and frustration you’ve experienced during your installation process. We regret that we have not provided the level of service you expected and that your proactive efforts have not been met with the response and follow-up you deserve.
Please rest assured that we have escalated your case to our installations team as a priority matter. They will reach out to you directly to coordinate and expedite the completion of your installation. Our goal is to resolve this matter promptly and ensure your connection is set up without further delay.
We are committed to learning from this situation and improving our processes to prevent such issues from recurring. Your feedback is invaluable in helping us make these improvements.
Thank you for your patience, and we are grateful for the opportunity to address this issue. Should you have any further questions or need additional assistance, please do not hesitate to contact us.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and sharing your experience with us. We appreciate you bringing these concerns to our attention, and we sincerely apologize for the delays and frustration you’ve experienced during your installation process. We regret that we have not provided the level of service you expected and that your proactive efforts have not been met with the response and follow-up you deserve.
Please rest assured that we have escalated your case to our installations team as a priority matter. They will reach out to you directly to coordinate and expedite the completion of your installation. Our goal is to resolve this matter promptly and ensure your connection is set up without further delay.
We are committed to learning from this situation and improving our processes to prevent such issues from recurring. Your feedback is invaluable in helping us make these improvements.
Thank you for your patience, and we are grateful for the opportunity to address this issue. Should you have any further questions or need additional assistance, please do not hesitate to contact us.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply07 Nov 2024, 09:55
Official
Dear Ntumekelelo,
Thank you for reaching out and sharing your experience with us. We appreciate you bringing these concerns to our attention, and we sincerely apologize for the delays and frustration you’ve experienced during your installation process. We regret that we have not provided the level of service you expected and that your proactive efforts have not been met with the response and follow-up you deserve.
Please rest assured that we have escalated your case to our installations team as a priority matter. They will reach out to you directly to coordinate and expedite the completion of your installation. Our goal is to resolve this matter promptly and ensure your connection is set up without further delay.
We are committed to learning from this situation and improving our processes to prevent such issues from recurring. Your feedback is invaluable in helping us make these improvements.
Thank you for your patience, and we are grateful for the opportunity to address this issue. Should you have any further questions or need additional assistance, please do not hesitate to contact us.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and sharing your experience with us. We appreciate you bringing these concerns to our attention, and we sincerely apologize for the delays and frustration you’ve experienced during your installation process. We regret that we have not provided the level of service you expected and that your proactive efforts have not been met with the response and follow-up you deserve.
Please rest assured that we have escalated your case to our installations team as a priority matter. They will reach out to you directly to coordinate and expedite the completion of your installation. Our goal is to resolve this matter promptly and ensure your connection is set up without further delay.
We are committed to learning from this situation and improving our processes to prevent such issues from recurring. Your feedback is invaluable in helping us make these improvements.
Thank you for your patience, and we are grateful for the opportunity to address this issue. Should you have any further questions or need additional assistance, please do not hesitate to contact us.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
NK
Ntumekelelo K's updateReviewer Update
07 Nov 2024, 16:26Hi Siboniso, thanks for your response however nothing has changed. I got called this morning and was told that this would be expedited and that someone has activated the line. We are still waiting and nothing has been done. When I WhatsApp I keep getting told we’re expediting but nothing. So the response and saying you have learnt from this is quite contradictory
NK
Ntumekelelo K's update07 Nov 2024, 16:26
Reviewer Update
Hi Siboniso, thanks for your response however nothing has changed. I got called this morning and was told that this would be expedited and that someone has activated the line. We are still waiting and nothing has been done. When I WhatsApp I keep getting told we’re expediting but nothing. So the response and saying you have learnt from this is quite contradictory
MetroFibre Networx's replyOfficial
08 Nov 2024, 12:25Dear Ntumekelelo,
Thank you for your message and for bringing your concerns to our attention. I wanted to follow up and let you know that I have spoken to your wife, who confirmed that the connection is now up and running.
We appreciate your patience and understanding while we worked to resolve this issue, and we apologize for the delays and any mixed communication along the way. Please know that we are committed to continuously improving our processes and communication to prevent similar situations in the future.
Thank you once again for your understanding, and please don’t hesitate to reach out should you have any further questions or need additional support.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for your message and for bringing your concerns to our attention. I wanted to follow up and let you know that I have spoken to your wife, who confirmed that the connection is now up and running.
We appreciate your patience and understanding while we worked to resolve this issue, and we apologize for the delays and any mixed communication along the way. Please know that we are committed to continuously improving our processes and communication to prevent similar situations in the future.
Thank you once again for your understanding, and please don’t hesitate to reach out should you have any further questions or need additional support.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply08 Nov 2024, 12:25
Official
Dear Ntumekelelo,
Thank you for your message and for bringing your concerns to our attention. I wanted to follow up and let you know that I have spoken to your wife, who confirmed that the connection is now up and running.
We appreciate your patience and understanding while we worked to resolve this issue, and we apologize for the delays and any mixed communication along the way. Please know that we are committed to continuously improving our processes and communication to prevent similar situations in the future.
Thank you once again for your understanding, and please don’t hesitate to reach out should you have any further questions or need additional support.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for your message and for bringing your concerns to our attention. I wanted to follow up and let you know that I have spoken to your wife, who confirmed that the connection is now up and running.
We appreciate your patience and understanding while we worked to resolve this issue, and we apologize for the delays and any mixed communication along the way. Please know that we are committed to continuously improving our processes and communication to prevent similar situations in the future.
Thank you once again for your understanding, and please don’t hesitate to reach out should you have any further questions or need additional support.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations