Sincere Condolences

<p>On Monday, 20 Jun, I received my WiFi router from Neotel. The router is advertised as a "plug & play", which requires no additional installation of cables and no random strangers entering my home.</p> <p>Along with the router, I received my welcome letter with setup instructions. After following all these steps, my router was set up and I picked up the WiFi signal. Unfortunately, I was unable to connect to the internet (basically making the router useless...).</p> <p>I phoned Neotel's technical support team, the lady told me to reset the router and then go through the setup steps again. I did that, but still had no success in connecting to the internet.</p> <p>I tried the full reset & setup numerous times and after being unsuccessful each time, I sent an email to Neotel explaining my problem. I received an automated response.</p> <p>Tuesday went by with no contact from them. I messaged them on Facebook and was informed that I already have a technical query lodged and it's receiving attention. I sent an email to Pertunia, the sales consultant who sold me the product, to find out if she can follow up on my issue. I received no reply.</p> <p>On Wednesday I contacted the call centre and spoke to Mpho, a technical consultant, and he assured me that I will be contacted by the end of the day to resolve the issue. Mpho also told me that the turn around time on these requests are 24 to 48 BUSINESS hours. So I waited...</p> <p>I also tried contacting Pertunia. I was told she's busy with another call and that she'll get back to me as soon as she's done.</p> <p>It is now Thursday morning, no one from Neotel has contacted me to solve the issue. The only feedback I received from them was that my query is receiving attention and to wait patiently.</p> <p>I want to offer my sincere condolences to the family & friends of these employees. I'll be sending flowers as they have clearly passed away - thus explaining the complete silence from Neotel.</p> <p>Neotel is quick to make a sale, but as soon as you need their assistance, they are nowhere to be found.</p> <p>In an email prior to the completion of the sale, Pertunia informed me that I have a "7 day cooling off" period should I decide I no longer want their service.</p> <p>As 7 days x 24 hours = 168 hours and there are 8 BUSINESS hours in a day, I will take 21 WORKING days (168/8 = 21) to complete my "7 day cooling off" period. Also, I will only consider the cooling off period as commenced, as soon as the device is working as it should and I'm able to connect to the internet.</p>