Will be difficult to create a worse service provider experience than what you get from MWEB

This is not going well.

My account email address is **********

THE BACKGROUND

1. It takes Mweb AN ENTIRE WEEK to find my payment and process my order.

2. This after I had to repeatedly follow up and call in, at my expense, as the people who undertook to call me back never did.

3. And, not surprisingly, when I call in, there is no record of my previous conversation.

4. I finally get an SMS yesterday from Digital Planet that my router will be delivered yesterday, between 9am and 5pm.

5. As I took the day off from work in order to be at home to receive the product I call them, at my expense, to make sure that my delivery instructions are on record.

6. I confirm with them that the delivery person has to call me on my mobile number in order to get access to the complex. I also confirm that they have my correct cellphone number on record.

7. I also confirm that the driver has my cellphone number. The agent on the phone also tells me that they will contact the driver to make sure that they know to call me to gain access to the complex.

8. I wait. 5pm comes and goes.

9. An entire day of unpaid leave down the drain, which cost me close to R2000 in lost income.

10. At 6am this morning I get an sms that says they were not able to deliver my order, with a number that I must call to avoid cancellation of the entire order.

11. I call, they’re closed.

12. I call at 8am again. The agent tells me that they didn’t deliver because they ran out of time yesterday.

13. No explanation about why I was not contacted and just made to wait while they must have known well before 5pm that my delivery was not going to happen.

14. I tell the agent that I am now again having to stay away from work but can only do so until 12 today.

15. I ask for urgent feedback about when my order will be here, as the unexpected delay with no notice is putting me in an extremely difficult situation.

16. The agent undertakes to call me back by 8:30.

17. It’s now just past 10:20 am. Still no call received.

18. As I sit here it is again costing me a huge amount of money, without actually knowing if my router is going to get to me today or not.

TO MAKE THINGS WORSE

1. When I log onto my Mweb account I get a message that the account is inactive. There is also no product associated with the account.

2. I needed the product here and connected by 1 November. As a result of the delays I have so far had to spend almost R500 to buy substitute connectivity.

So far, The Mweb experience sucks Your processes suck Your communication suck Your attention to detail suck I can only hope that since the product is actually operated by Cell C, that they will deliver something of a much higher standard.

WHAT I WANT

1. I want my CONNECTED AND WORKING router and sim card. More or less NOW.

2. I want someone to make sure that when I switch my router on, that it is able to immediately connect because the sim card is already activated.

3. I want confirmation that my first month of free data has not been affected or shortened by the 6 day (so far) delay.

4. I want to be compensated in some way for the inconvenience, irritation, extra expense and loss of income that you have caused me. I’ll be happy with another free month, which is probably less hassle than invoicing you.

5. I want someone competent to pay some proper attention to what your customers experience – pay some attention to the practical real-world impact of your operational decisions.

6. I want the contact details of a senior manager at Mweb that I can get in contact with. Senior, not one or two levels up from your calling floor. Senior.