Hardware swopout pending due to stock shortage Ref: MWB ***

<p>On the 15th of October I logged a call to MWEB informing them that my Router had stopped functionining. They informed me that a technician would contact me on Monday to discuss the technical error on the Router. This was already a problem for me as I would be sitting at least 2 days without internet. I went and bought my own router and installed it on the Saturday (15 October). </p> <p> </p> <p>On Tuesday, a person from the despatch area phoned me around the non-functioning device and confirmed that the device was under warrenty and would be replaced by MWeb. He couldnt confirm when someone would contact me to arrange delivery but said it depended on when stock would be available and probably only by the Thursday.</p> <p> </p> <p>On 19 October I received an SMS saying "Your hardware swopout is pending due to stock shortage. Will update you when we have more info"</p> <p>I think this is a joke as how can you advertise new units for new Customers in your "R199 bucks " campaign and not have stock for those new customers. You need to treat your existing customers as well as your NEW customers or you are going to lose your revenue for EXISTING customers.</p> <p> </p> <p>There was a lighting surge in my area on Saturday night and although I have surge protection on my devices, the router I bought seperately was damaged so I have to take that item under warranty to get fixed. I now sit without a working device </p> <p>Yesterday (23 October) at 12H00 I still hadnt heard anything from Mweb so I phoned to complain about my situation. I spoke to a Zubair and asked him to get someone to call me on Monday morning to make a delivery arrangement for the device swopout. Zubair made a note on his system for someone to call me.</p> <p> </p> <p>By 13h50 today (24 October) no one had phoned me so I phoned in and spoke to Jan. I explained the whole situation to Jan. He said there was a shift changeover at 14H00 and that someone would phone me after 14H00. By 14H30 no-one had phoned me but at 14H35 I got another ridicilous SMS saying "Your device swopout is pending due to stock shortage. Will update you when we have more info". </p> <p> </p> <p>As per my previous note, I am not gullible enough to believe the statement in this SMS. You cant be doing above the line advertising for a product and not have stock on hand. </p> <p> </p> <p>I need MWEB to take me seriously or I WILL move my business elsewhere and I will recommend people in field of influence to stay very far away from MWEB.</p> <p> </p> <p>I have paid my R349 for my October and prepaid for my November service. Lets see if you take customer service seriously and if you reward your good customers with what they deserve. </p>