AJ
A J
1 reviews | Active since Jul 2016
06 Feb 2018, 07:27
Kwesi play / Roku unit supp**** by Neotel
After using a device supp**** by Neotel in conjunction with a data bundle my remote control stopped working. Since one would expect that the remote would still be under warranty (8 months old) not Neotel or the manufacturer could reply with a process to have the faulty unit repaired or replaced, a technician responded after 2 weeks stating that a complete replacement unit will be delivered. After 3 weeks no delivery. Today I got a call from the technician stating that I need to take the unit to Fourways (45 km's from my home) to be checked and tested. So the model of the story is that Neotel partnered with a company and did not consider to put processes in place to support after sales queries or returns. I am a paying customer and for more than 1 month have service I am paying for and cannot use it at all. Not once even besides this incident have I had any pleasant dealings with Neotel, they are always unable to help.
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Replies (3)AJ
A J's updateReviewer Update
11 Feb 2018, 10:03Hi Neotel, Given no action as yet from your reply date 6 February 2018, 11:40. Can I request that you cancel the service agreement we have as you are not performing according to the conditions of the contract. I will approach an alternative service provider who can provide a service to me, Iam a paying customer performing according to the conditions set out in the contract. This weekend alone I have had no service from Saturday morning (10 February).
AJ
A J's update11 Feb 2018, 10:03
Reviewer Update
Hi Neotel, Given no action as yet from your reply date 6 February 2018, 11:40. Can I request that you cancel the service agreement we have as you are not performing according to the conditions of the contract. I will approach an alternative service provider who can provide a service to me, Iam a paying customer performing according to the conditions set out in the contract. This weekend alone I have had no service from Saturday morning (10 February).
AJ
A J's updateReviewer Update
13 Feb 2018, 09:41So Neotel asks me if I have replaced the bateries, after a month of not using the system I am asked this question?
Formal letter sent to Neotel : ********** reads:
Neotel is not delivering according to my expectation and therefor calls for a breach of contract based on basic services I as a consumer are paying for are not provided by Neotel.
Service failures:
1. Access to LTE network: Neotel do not provide access to its network services at all times
2. Access to support / technicians for resolving network issues / access to Neotel's LTE service: after hours, especially after 4 pm on Saturdays and after 2 pm on Sundays Neotel is unable to provide access to technical support
3. Technical support technical ability to resolve incidents: when errors are reported during office hours Neotel staff cannot resolve issues and treats customers with disrespect
4. Performance / speed of service: Neotel states that it provides 5 mbps speed to the customer. An average performance of 3 mbps is being delivered
5. Faulty equipment: Neotel does not provide for any procedures to repair or replace equipment that allows for access to its services. No time to repair is given and false promises are made.
The cancellation of service is not subject to any penalty or early termination fees as services in pionts above gives reason for reasonable justification to terminate service due to non-delivery or poor delivery from the service provider.
AJ
A J's update13 Feb 2018, 09:41
Reviewer Update
So Neotel asks me if I have replaced the bateries, after a month of not using the system I am asked this question?
Formal letter sent to Neotel : ********** reads:
Neotel is not delivering according to my expectation and therefor calls for a breach of contract based on basic services I as a consumer are paying for are not provided by Neotel.
Service failures:
1. Access to LTE network: Neotel do not provide access to its network services at all times
2. Access to support / technicians for resolving network issues / access to Neotel's LTE service: after hours, especially after 4 pm on Saturdays and after 2 pm on Sundays Neotel is unable to provide access to technical support
3. Technical support technical ability to resolve incidents: when errors are reported during office hours Neotel staff cannot resolve issues and treats customers with disrespect
4. Performance / speed of service: Neotel states that it provides 5 mbps speed to the customer. An average performance of 3 mbps is being delivered
5. Faulty equipment: Neotel does not provide for any procedures to repair or replace equipment that allows for access to its services. No time to repair is given and false promises are made.
The cancellation of service is not subject to any penalty or early termination fees as services in pionts above gives reason for reasonable justification to terminate service due to non-delivery or poor delivery from the service provider.
AJ
A J's updateReviewer Update
20 Feb 2018, 07:54Hi Neotel, you only fixed item 5 above from list of issues. No one from retention phoned me as yet. This morning I have a 0 mbps download and 0,28 mbps upload and ping is 3349ms and jitter of 300ms. I cannot operate my business like this anymore. Will someone please respond to my enquiry to cancel the services??????
AJ
A J's update20 Feb 2018, 07:54
Reviewer Update
Hi Neotel, you only fixed item 5 above from list of issues. No one from retention phoned me as yet. This morning I have a 0 mbps download and 0,28 mbps upload and ping is 3349ms and jitter of 300ms. I cannot operate my business like this anymore. Will someone please respond to my enquiry to cancel the services??????