M
Mawande
1 reviews | Active since Nov 2022
07 Dec 2023, 19:20
Terrible Company as a Whole
Thee absolute worst company when it comes to customer service, sense of urgency and accountability. My Fibre was installed on the 1st of December and I was promised it would be up in 2 to 3 hours, it's been 6 days with no connection. I have emailed and called them countless times, with no response via emails and clueless people over the phone. Today they responded with a dismissive five word email "my apologies, regards Metrofibre Team".
I have asked them to process my cancelation, they can keep their Fibre if begging for it as if I'm not a paying customer is a pre requisite to being connected and treated properly.
Helpful (0)
Replies (2)0
Replies (2)
MetroFibre Networx's replyOfficial
08 Dec 2023, 08:42Dear Mawande
We sincerely apologize for the inconvenience and frustration you've experienced regarding the delay in activating your Fibre service. We understand the importance of having a reliable internet connection, and we regret that we fell short of your expectations.
Upon investigating your case, we identified a significant issue with the availability of the physical fibre infrastructure needed to connect your residence. This unexpected challenge has caused an unfortunate delay in the activation of your service, and we recognize the impact it has had on your experience.
Please accept our sincere apologies for any confusion or lack of communication during this process. We take full responsibility for the delay, and we are actively working on rectifying the matter. Our projects and installations teams are diligently addressing the infrastructure requirements to ensure a swift resolution.
We understand the frustration you must be feeling, and we genuinely appreciate your patience as we work to resolve this issue. Our commitment is to provide you with a seamless and reliable internet experience, and we are dedicated to delivering on that promise.
We assure you that we have learned from this experience and are taking steps to prevent similar occurrences in the future. Your feedback is invaluable, and we appreciate your understanding as we work towards a resolution.
If you have any additional concerns or if there's anything specific you would like us to address, please feel free to reach out to us. Your satisfaction is our top priority, and we are committed to ensuring you receive the high-quality service you deserve.
Thank you for your understanding, and we look forward to swiftly completing the installation process to connect you to our Fibre network.
Best Regards,
Marilize
We sincerely apologize for the inconvenience and frustration you've experienced regarding the delay in activating your Fibre service. We understand the importance of having a reliable internet connection, and we regret that we fell short of your expectations.
Upon investigating your case, we identified a significant issue with the availability of the physical fibre infrastructure needed to connect your residence. This unexpected challenge has caused an unfortunate delay in the activation of your service, and we recognize the impact it has had on your experience.
Please accept our sincere apologies for any confusion or lack of communication during this process. We take full responsibility for the delay, and we are actively working on rectifying the matter. Our projects and installations teams are diligently addressing the infrastructure requirements to ensure a swift resolution.
We understand the frustration you must be feeling, and we genuinely appreciate your patience as we work to resolve this issue. Our commitment is to provide you with a seamless and reliable internet experience, and we are dedicated to delivering on that promise.
We assure you that we have learned from this experience and are taking steps to prevent similar occurrences in the future. Your feedback is invaluable, and we appreciate your understanding as we work towards a resolution.
If you have any additional concerns or if there's anything specific you would like us to address, please feel free to reach out to us. Your satisfaction is our top priority, and we are committed to ensuring you receive the high-quality service you deserve.
Thank you for your understanding, and we look forward to swiftly completing the installation process to connect you to our Fibre network.
Best Regards,
Marilize
MetroFibre Networx's reply08 Dec 2023, 08:42
Official
Dear Mawande
We sincerely apologize for the inconvenience and frustration you've experienced regarding the delay in activating your Fibre service. We understand the importance of having a reliable internet connection, and we regret that we fell short of your expectations.
Upon investigating your case, we identified a significant issue with the availability of the physical fibre infrastructure needed to connect your residence. This unexpected challenge has caused an unfortunate delay in the activation of your service, and we recognize the impact it has had on your experience.
Please accept our sincere apologies for any confusion or lack of communication during this process. We take full responsibility for the delay, and we are actively working on rectifying the matter. Our projects and installations teams are diligently addressing the infrastructure requirements to ensure a swift resolution.
We understand the frustration you must be feeling, and we genuinely appreciate your patience as we work to resolve this issue. Our commitment is to provide you with a seamless and reliable internet experience, and we are dedicated to delivering on that promise.
We assure you that we have learned from this experience and are taking steps to prevent similar occurrences in the future. Your feedback is invaluable, and we appreciate your understanding as we work towards a resolution.
If you have any additional concerns or if there's anything specific you would like us to address, please feel free to reach out to us. Your satisfaction is our top priority, and we are committed to ensuring you receive the high-quality service you deserve.
Thank you for your understanding, and we look forward to swiftly completing the installation process to connect you to our Fibre network.
Best Regards,
Marilize
We sincerely apologize for the inconvenience and frustration you've experienced regarding the delay in activating your Fibre service. We understand the importance of having a reliable internet connection, and we regret that we fell short of your expectations.
Upon investigating your case, we identified a significant issue with the availability of the physical fibre infrastructure needed to connect your residence. This unexpected challenge has caused an unfortunate delay in the activation of your service, and we recognize the impact it has had on your experience.
Please accept our sincere apologies for any confusion or lack of communication during this process. We take full responsibility for the delay, and we are actively working on rectifying the matter. Our projects and installations teams are diligently addressing the infrastructure requirements to ensure a swift resolution.
We understand the frustration you must be feeling, and we genuinely appreciate your patience as we work to resolve this issue. Our commitment is to provide you with a seamless and reliable internet experience, and we are dedicated to delivering on that promise.
We assure you that we have learned from this experience and are taking steps to prevent similar occurrences in the future. Your feedback is invaluable, and we appreciate your understanding as we work towards a resolution.
If you have any additional concerns or if there's anything specific you would like us to address, please feel free to reach out to us. Your satisfaction is our top priority, and we are committed to ensuring you receive the high-quality service you deserve.
Thank you for your understanding, and we look forward to swiftly completing the installation process to connect you to our Fibre network.
Best Regards,
Marilize
M
Mawande's updateReviewer Update
08 Dec 2023, 16:54Hi Marlize,
This still doesn't do it for me, the lead time was 2 to 3 hours. It was changed to 24 hours because of this issue you speak of and then changed to 3 days. Today is day 7 and nothing has been resolved.
Do not thank me for my patience because at this point I have none and I want nothing less or more than a full refund and cancelation, your people come come grab their things.
This still doesn't do it for me, the lead time was 2 to 3 hours. It was changed to 24 hours because of this issue you speak of and then changed to 3 days. Today is day 7 and nothing has been resolved.
Do not thank me for my patience because at this point I have none and I want nothing less or more than a full refund and cancelation, your people come come grab their things.
M
Mawande's update08 Dec 2023, 16:54
Reviewer Update
Hi Marlize,
This still doesn't do it for me, the lead time was 2 to 3 hours. It was changed to 24 hours because of this issue you speak of and then changed to 3 days. Today is day 7 and nothing has been resolved.
Do not thank me for my patience because at this point I have none and I want nothing less or more than a full refund and cancelation, your people come come grab their things.
This still doesn't do it for me, the lead time was 2 to 3 hours. It was changed to 24 hours because of this issue you speak of and then changed to 3 days. Today is day 7 and nothing has been resolved.
Do not thank me for my patience because at this point I have none and I want nothing less or more than a full refund and cancelation, your people come come grab their things.