BV
Bev V
1 reviews | Active since Sept 2017
31 Oct 2024, 15:31
Unacceptable service
A simple router update has caused downtime of 26 hours and counting…. No Management available - permanently in meetings Am loosing hours of work at $300 per hour! The storyline changes each time I follow up! While the service team are professional and do check in, the issue is not getting resolved! How difficult can a hardware upgrade be?
Helpful (0)
Replies (2)0
Replies (2)BV
Bev V's updateReviewer Update
01 Nov 2024, 11:15Dear Marilize,
Your teams have no clue of what they are doing - with reference to the ticket above they were telling me approval for a new unit in progress when the gent was fitting a second unit. The previous unit was 'faulty' and so is the 'new' one - UNLIKELY! So, after installer waited here an hour to ensure I was connected this morning - NO JOY is the outcome. He have refitted the old unit, and I am sitting here with a new device that is useless!
The speed is now appalling so this compounds the issue. What is worse is that I am paying for technology that I am not getting the service of. I am unable to work!
It is abundantly clear that the Metrofibre team are skilled at correctly configuring the Nokia devices. Call 467568 is to remain open please and I expect this matter to be resolved by someone competent.
Many clients are experiencing this issue and yet there is no call back from management and every time I speak to a different person the storyline changes.
I have no interest in excuses - loss of business revenue is real and lack of basic service for R1099 is unacceptable.
I expect to hear from someone that knows what they are doing TODAY please.
I expect you to honour your commitment and to in fact resolve as I am back to where I started!
Regards,
Bev
.
Your teams have no clue of what they are doing - with reference to the ticket above they were telling me approval for a new unit in progress when the gent was fitting a second unit. The previous unit was 'faulty' and so is the 'new' one - UNLIKELY! So, after installer waited here an hour to ensure I was connected this morning - NO JOY is the outcome. He have refitted the old unit, and I am sitting here with a new device that is useless!
The speed is now appalling so this compounds the issue. What is worse is that I am paying for technology that I am not getting the service of. I am unable to work!
It is abundantly clear that the Metrofibre team are skilled at correctly configuring the Nokia devices. Call 467568 is to remain open please and I expect this matter to be resolved by someone competent.
Many clients are experiencing this issue and yet there is no call back from management and every time I speak to a different person the storyline changes.
I have no interest in excuses - loss of business revenue is real and lack of basic service for R1099 is unacceptable.
I expect to hear from someone that knows what they are doing TODAY please.
I expect you to honour your commitment and to in fact resolve as I am back to where I started!
Regards,
Bev
.
BV
Bev V's update01 Nov 2024, 11:15
Reviewer Update
Dear Marilize,
Your teams have no clue of what they are doing - with reference to the ticket above they were telling me approval for a new unit in progress when the gent was fitting a second unit. The previous unit was 'faulty' and so is the 'new' one - UNLIKELY! So, after installer waited here an hour to ensure I was connected this morning - NO JOY is the outcome. He have refitted the old unit, and I am sitting here with a new device that is useless!
The speed is now appalling so this compounds the issue. What is worse is that I am paying for technology that I am not getting the service of. I am unable to work!
It is abundantly clear that the Metrofibre team are skilled at correctly configuring the Nokia devices. Call 467568 is to remain open please and I expect this matter to be resolved by someone competent.
Many clients are experiencing this issue and yet there is no call back from management and every time I speak to a different person the storyline changes.
I have no interest in excuses - loss of business revenue is real and lack of basic service for R1099 is unacceptable.
I expect to hear from someone that knows what they are doing TODAY please.
I expect you to honour your commitment and to in fact resolve as I am back to where I started!
Regards,
Bev
.
Your teams have no clue of what they are doing - with reference to the ticket above they were telling me approval for a new unit in progress when the gent was fitting a second unit. The previous unit was 'faulty' and so is the 'new' one - UNLIKELY! So, after installer waited here an hour to ensure I was connected this morning - NO JOY is the outcome. He have refitted the old unit, and I am sitting here with a new device that is useless!
The speed is now appalling so this compounds the issue. What is worse is that I am paying for technology that I am not getting the service of. I am unable to work!
It is abundantly clear that the Metrofibre team are skilled at correctly configuring the Nokia devices. Call 467568 is to remain open please and I expect this matter to be resolved by someone competent.
Many clients are experiencing this issue and yet there is no call back from management and every time I speak to a different person the storyline changes.
I have no interest in excuses - loss of business revenue is real and lack of basic service for R1099 is unacceptable.
I expect to hear from someone that knows what they are doing TODAY please.
I expect you to honour your commitment and to in fact resolve as I am back to where I started!
Regards,
Bev
.
BV
Bev V's updateReviewer Update
05 Nov 2024, 13:34Dear Marilize,
It is concerning viewing your company's rating on Hello Peter - this begs the question, why is there no compensation for your lack of uptime or service?
Apologies simply do not cut it without compensation - you negatively impacted my revenue for days, have charged me for a service monthly you could not provide without the beacon/router upgrade. This is ********* conduct with intent as far as I am concerned. The better route would be to increase monthly cost only once you provide the increased speed.
In good conscience I unfortunately cannot recommend your services as a result unfortunately where I have in the past.
Metrofibre should be paying consumers back for charging for a service not provided - we do after all pay more for exceptional service as your sales consultants clearly state.
The new device finally works - the trust that I get what I pay for is however gone
It is concerning viewing your company's rating on Hello Peter - this begs the question, why is there no compensation for your lack of uptime or service?
Apologies simply do not cut it without compensation - you negatively impacted my revenue for days, have charged me for a service monthly you could not provide without the beacon/router upgrade. This is ********* conduct with intent as far as I am concerned. The better route would be to increase monthly cost only once you provide the increased speed.
In good conscience I unfortunately cannot recommend your services as a result unfortunately where I have in the past.
Metrofibre should be paying consumers back for charging for a service not provided - we do after all pay more for exceptional service as your sales consultants clearly state.
The new device finally works - the trust that I get what I pay for is however gone
BV
Bev V's update05 Nov 2024, 13:34
Reviewer Update
Dear Marilize,
It is concerning viewing your company's rating on Hello Peter - this begs the question, why is there no compensation for your lack of uptime or service?
Apologies simply do not cut it without compensation - you negatively impacted my revenue for days, have charged me for a service monthly you could not provide without the beacon/router upgrade. This is ********* conduct with intent as far as I am concerned. The better route would be to increase monthly cost only once you provide the increased speed.
In good conscience I unfortunately cannot recommend your services as a result unfortunately where I have in the past.
Metrofibre should be paying consumers back for charging for a service not provided - we do after all pay more for exceptional service as your sales consultants clearly state.
The new device finally works - the trust that I get what I pay for is however gone
It is concerning viewing your company's rating on Hello Peter - this begs the question, why is there no compensation for your lack of uptime or service?
Apologies simply do not cut it without compensation - you negatively impacted my revenue for days, have charged me for a service monthly you could not provide without the beacon/router upgrade. This is ********* conduct with intent as far as I am concerned. The better route would be to increase monthly cost only once you provide the increased speed.
In good conscience I unfortunately cannot recommend your services as a result unfortunately where I have in the past.
Metrofibre should be paying consumers back for charging for a service not provided - we do after all pay more for exceptional service as your sales consultants clearly state.
The new device finally works - the trust that I get what I pay for is however gone