Poor service

I am client with Net99 and they have provided a life line service for my business providing us with fibre in an area which does not have a fibre options.

While that is the case there was a break yesterday at the Phuthaditjhaba midday and we only got sorted today however there is a config that needs to be set so to allow our systems to run.

I called Prudence Molefe who always helps us promptly however she unfortunately had a burial to attend so I called in to Net99 and spoke to Thando who was patient to wait on the line while we were troubleshooting.

We found there was internet however confirguration was the issue I explained to Thando how this was sorted by before being with a request to Reflex their backhaul to set the config again and he insisted that only Prudence is able to do this, I asked about escalating and he said he will request his Team Leader who I did not hear from and Thando did not check up if our issue was resolved.

I called back after while and found Jason who has helped me with this situation before but immediately I mentioned Thando he wanted to pass the buck to Thando to deal with the matter. This even mentioning to him Thando did not understand the situation we had and all this business is losing time and revenue. He took my details and said Thando will get back to me.

It is almost as if these employees are punished if the go the extra mile or think out of the box!!!!!!!!!! I cannot say it is a company culture because Prudence works here and does not poses this kind of attitude.

If it is training that is required please assist these gentlemen with it.