Poor service & no resolution despite complaint

<p>Sent to the responsible Manager</p> <p> </p> <p>Mr Erick Simango</p> <p>Dear Sir</p> <p><br />I am writing this letter to express my disgust at the atrocious service that I have received from Neotel.</p> <p>Here is the situation:<br />1. On Sunday 29 May my phone was ****** off me ***, but your offices are closed on Sunday so I could not report it.<br />2. I reported it ****** on Monday, yesterday 30 May 2016 at 12h20 to Thuli reference number FCR***.<br />3. I have been a Neotel customer since May 2012, and upgraded to an LTE home package & a new phone axesscell handset with 200 free minutes around the 3 May 2016.<br />4. The Axesscell handset was ******.<br />5. I enquired from Thuli as to whether I could get the old phone ( the 2012 ZTE) activated instead of purchasing a new replacement handset.<br />6. Thuli then put me on hold, and thereafter informed me that I can go over to my nearest service store (Cedar Rapids) and they will give me a free Axesscell handset as my contract has the phone under warranty, and it will be replaced at no charge.<br />7. I questioned Thuli on this as warranties do not cover ****** or lost phones to my knowledge.<br />8. She then put me hold and transferred me to Obakeng Lekgeu, reference number FCR***.<br />9. Obakeng then said that the information given to me by Thuli was incorrect but I could have the contract loaded on my 2012 ZTE phone, by paying R50 for a sim swap & that I need to take my ID along.<br />10. I asked him as to why it could not be done over the phone, as that's how the Axesscell was activated from the ZTE about a month ago.<br />11. He told me I need to go into the store for the sim, & I informed him that the ZTE is a 2012 phone & I'm not sure of the SIM, as those phones don't have a SIM.<br />12. He insisted that the store would help me.<br />13. I then insisted on a reference as I was not prepared to go to Cedar and receive the runaround.<br />14. The process with Thuli & Obakeng took 30minutes over the phone.<br />15. Today, Tuesday 31 May I went into Cedar Rapids Neotel to get my 2012 ZTE activated.<br />16. The technical manager/person, a Ms Zama (surname?) informed me that a sim swop could not be done as the ZTE does not have a sim.<br />17. I then phoned Neotel a few times but could not get hold of Obakeng as he was on lunch.<br />18. Ms Zama finally got hold of him after 2.<br />19. Upon Ms Zama questioning Obakeng as to why he'd refer me to her with incorrect information, he admitted his error.<br />20. He then informed me that my only recourse wasto purchase a replacement phone.<br />21. I refuse to do that on principle as Mr Lekgeu has inconvenienced me, and effectively wasted over 2 hours of my time, and over 30 minutes of my airtime<br />22. I asked him whether his apology should be enough, to which he rep**** "yes"<br />23. I then requested to speak to his manager/supervisor, whom he attempted to get hold off, but then informed me that Mr Eric Simango was in a meeting.<br />24. I left your Cedar Rapid Store soon thereafter, totally upset, and with 23 months left on a 24 month contract, without an active phone, due to Mr Lekgeu's poor service</p> <p>I believe Neotel ought to compensate me in the following way:<br />1. Activate my 2012 ZTE with my current contract, & if that cannot be done, offer me a replacement phone at NEOTEL's expense<br />2. This is being requested due to the atrocious service and incorrect information offered to me by Mr Lekgeu, as well as a waste of my time and resources due to his poor service.<br />3. The compensation will amount to your cheapest phone of R450, for a customer since 2012, and who has a contract for another 2 years - that's less than R20 a month.</p> <p>I urge you to respond to me via email or telephonically on *** by 16h30 Wednesday 1 June.</p> <p>Should I not receive a positive outcome and response from you, I will have no option to escalate this within Neotel, and/or complain to other consumer watchdogs like Hello Peter.</p> <p>I am sure that we can resolve this issue amicably.</p> <p>Thank You<br />Ebrahim Asmal<br /><br /></p> <p> </p>