1 reviews | Active since Apr 2013
Extremely poor after-hours support and complete lack of follow-up
We experienced a serious issue with our electricity meter last night, where the power was cutting out every 10–20 minutes. Importantly, the main switch on the main board was not tripping, which immediately suggested a metering-related issue.
We contacted Protea Metering’s after-hours support. The consultant instructed me to switch off everything on the main board and then switch circuits back on one by one after 30 minutes. I followed these instructions fully, but the problem persisted.
I was then instructed to check appliances one by one and warned that if a technician was dispatched and the issue was found to be an appliance fault, we would be charged. I again followed these instructions and advised that I would call back if the issue continued.
The issue continued throughout the entire night.
We attempted to call Protea Metering over 32 times last night. My calls were not answered. My son also tried calling, with the same result. There was no response, no escalation, and no call-back whatsoever while our power continued cutting out repeatedly all night.
What is most unacceptable is that no one followed up today, despite the calls logged and the seriousness of the issue. This is a complete failure of after-hours support and basic customer service.
Based on this experience, the service is absolutely shocking and deeply disappointing, particularly for a company responsible for critical infrastructure like electricity metering.
We sincerely regret the inconvenience that you have suffered. You should however take note of the following:
The voice recording that one gets after 20:00 prompts a caller to send a text message that will be attended to the same day still, and after 21:00 it will be attended to the next morning. Have you sent the required text message?
The emergency number operations are as follows:
It is not true that the electricity that keeps tripping is automatically related to the metering. Faulty appliances or a problem with the unit's electrical wiring is most often the cause of trips. These are maintenance issues that are not related to providing the metering service, hence you were informed that if we go out to the unit and either an electrical appliance of faulty wiring/infrastructure is the cause of the tripping of the electricity there will be a charge for the callout.
One of our team members will be reaching out to you this morning, to obtain the unit number and further attend to your query.
Kindly contact us on our office hours landline or via email should you require any further information in the meantime.
Kind regards,
Protea Metering
We sincerely regret the inconvenience that you have suffered. You should however take note of the following:
The voice recording that one gets after 20:00 prompts a caller to send a text message that will be attended to the same day still, and after 21:00 it will be attended to the next morning. Have you sent the required text message?
The emergency number operations are as follows:
It is not true that the electricity that keeps tripping is automatically related to the metering. Faulty appliances or a problem with the unit's electrical wiring is most often the cause of trips. These are maintenance issues that are not related to providing the metering service, hence you were informed that if we go out to the unit and either an electrical appliance of faulty wiring/infrastructure is the cause of the tripping of the electricity there will be a charge for the callout.
One of our team members will be reaching out to you this morning, to obtain the unit number and further attend to your query.
Kindly contact us on our office hours landline or via email should you require any further information in the meantime.
Kind regards,
Protea Metering