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JM
Johan M

1 reviews | Active since Nov 2022

08 Nov 2022, 13:38

Poor issue resolution

This review relates to frustration experienced with the Netstar customer service team - who seems to action an item and then resolve it, whether the matter is actually confirmed to be resolved or not. I have now logged a 3rd assist request for the same problem and no seems to care whether the issue is actually solved, or not. Which makes we wonder - as a new client to Netstar - if this is how they operate if the car actually gets ******...?

Oh - and fortunately the link I get from the marketing team asking me to complete a survey about my satisfaction with the service - doesn't work.

0
Replies (6)
Netstar
Netstar's reply08 Nov 2022, 16:40
Official
Good day Johan, 

Thank you for taking the time to contact us. We apologize for the service you have received.

We will be in contact with you for assistance.

Kind regards, 
Netstar Team
Netstar
Netstar's reply09 Nov 2022, 09:03
Official
Good day Johan,

Please note that we've tried contacting you to no avail. Please advise of a suitable time to call you or contact us on *** for urgent assistance. 

Kind regards,
Netstar Team
JM
Johan M's update09 Nov 2022, 09:57
Reviewer Update
Dear Netstar - my frustration with your inept structure continues. I returned the call to a certain "Tahto"(?) but firstly the number provided drops me into your customer service call centre. Then I spoke to a gentleman who transferred me to a woman who was just the rudest person, threatening that I will not receive a call unless I provide her with my ID nr - at which point I dropped the call.

So - when you can - call me back - Oh and btw, I see my most recent ticket to try and resolve my issue has again been resolved.
Netstar
Netstar's reply09 Nov 2022, 10:43
Official
Good Day Johan, 

Thank you for letting us know. Kindly note that we have escalated your feedback to our internal team for further investigations and they will reach out to you for assistance. 

Kind Regards 
Netstar 
JM
Johan M's update09 Nov 2022, 11:45
Reviewer Update
Dear Netstar - just got a call from Pumza - a delightful and professional conversation that quickly got to the route of my unresolved issue and with clear next steps to get this sorted.

My compliments to her - the lone shining light in this saga thus far. You should put her in charge of training as the rest of the people I dealt with can certainly learn from her how to handle a customer enquiry.

Netstar
Netstar's reply09 Nov 2022, 12:05
Official
Good day Johan,

Thank you for your kind words and for sharing your positive feedback on our platform. We are always excited to hear from satisfied clients.

Kind regards 
Netstar