My Yearlong Frustration with Mweb LTE-A

Approximately a year ago I decided to go the LTE-A route and ordered the promotional package, where I would get a modem free plus 85 x 2 Gig data. At the time, they had according to them a backlog with modems for (in the region) of 6 months. Because I wanted the service, I asked them if an LTE-A capable modem would work and they confirmed yes. Therefore, I forked ut R 2600 and low and behold, the modem did not work. After many interactions with them, they admitted that only the prescribed modems work (the ones they do not have in stock). Eventually, though I got my modem to work I surfed happily until two weeks ago. Therefore, I phoned them to hear whether I cannot now get a modem. This is the sequence of events: I phone three times (every time I run out of airtime from waiting). However, the third time lucky. I enquire whether my account is active (maybe there is a problem). No problem they answer; Then I ask them can you check my sim, the answer you need to talk to technical support. After waiting, I got through and they confirmed they cannot check the sim, and after explaining my initial dilemma, they indicated I have to get new contract should I want the modem, because the sim is linked to the modem. Nevertheless, they cannot help me I need to talk to sales; So I phoned again, explain everything and when finished they say they only help new clients I need to speak to sales support. They were so kind as to transfer me (another ten minutes of my airtime); Sales support I explained everything and the person indicated that if I take a new contract my complimentary 85 gigs would fall away. I said to her well I only have two months until the end of my contract so I am prepared to take that loss. She indicated she was not sure about how a new contract can be done and will phone me back, which she did. However, here is the punchline… if I want out on my contract I will have to pay a clawback fee and only then will they consider my new order. Now normally I would blow up but I decided to brainstorm this with her, by explaining that if this is their attitude then they will lose me as a customer anyway. So in desperation, the person said to me… “Sir maybe retentions can help you”. She tried to transfer me but after 20 minutes waiting, I just gave up. Ken Blanchard has this wonderful story where he says that if you work for your boss rather than the customer you like a duck, and ducks just kwack, “it is not my job” kwack, “it is policy kwack, kwack” “let me transfer you kwack, kwack kkk, kwack…” Just think of a whole call center, kwack, kkk, kwack kwack.