1 reviews | Active since May 2020
No response on enquiries! No notification about price increase?
Though usually getting good service from MetroFibre, this last week I am not getting a clear, complete response from them!
I received a call from the sales team and during that call, I was informed that the monthly fee was increased. I checked my e-mails and did not receive any such notice. It was also not included in the newsletters, invoices, or statements.
I sent a WhatsApp message on Friday 2023-11-17. Not all my questions were answered, but I thought my enquiry was handled. However, while waiting for the response and checking my e-mails for the notice on the price increase, I also sent an e-mail (ticket 95687). The reply on the support ticket was confusing and I asked for clarification - I did NOT receive clarification, since Monday 2023-11-20! I sent several follow-up e-mails.
On 2023-11-21, I logged a support ticket, asking ONE question - thinking that maybe 3 questions at the same time are too difficult to answer by one human being. I did not yet receive a response, despite posting on Twitter too, asking for a response!
I sincerely apologize for the recent challenges you've faced and appreciate you bringing this matter to our attention. Your experience is not reflective of the service standards we aim to uphold, and I want to assure you that we are taking immediate action to address your concerns.
To provide clarity on the recent price increase, we have escalated the matter to our finance and sales teams. They will investigate and ensure that you receive comprehensive information about the adjustment. Additionally, we will address your outstanding support tickets promptly.
I understand the frustration caused by the lack of a clear response and the delayed clarification on the price increase. This is not the level of service we strive to deliver, and we appreciate your patience as we work to resolve these issues.
A dedicated member of our customer support team will be reaching out to you shortly to address your questions, provide updates, and guide you through the available upgrade options and promotions. We value your business and are committed to ensuring your satisfaction.
Thank you for your understanding, and we apologize for any inconvenience caused. If you have any further details to share or specific information regarding your concerns, please feel free to respond to reach out to us.
Kind Regards
Marilize
I sincerely apologize for the recent challenges you've faced and appreciate you bringing this matter to our attention. Your experience is not reflective of the service standards we aim to uphold, and I want to assure you that we are taking immediate action to address your concerns.
To provide clarity on the recent price increase, we have escalated the matter to our finance and sales teams. They will investigate and ensure that you receive comprehensive information about the adjustment. Additionally, we will address your outstanding support tickets promptly.
I understand the frustration caused by the lack of a clear response and the delayed clarification on the price increase. This is not the level of service we strive to deliver, and we appreciate your patience as we work to resolve these issues.
A dedicated member of our customer support team will be reaching out to you shortly to address your questions, provide updates, and guide you through the available upgrade options and promotions. We value your business and are committed to ensuring your satisfaction.
Thank you for your understanding, and we apologize for any inconvenience caused. If you have any further details to share or specific information regarding your concerns, please feel free to respond to reach out to us.
Kind Regards
Marilize