1 reviews | Active since Oct 2018
Horrific service from these people
If I could give a half star I would. Protea metering agents know nothing about customer service. Fiona provided me with sloppy and unprofessional service. I will be taking this further and reporting them to the highest office. Firstly, our electricity was switched off for no reason whatsoever. In the middle of a load shedding crisis BTW. I called in the morning to ask for them to switch it on, this Fiona woman said I must call back after loadshedding. I did that and she informed me that she has sent an alert to the meter and will call me back after 45 minutes. She asked for my number (which she's now denying ever doing) but never called me. I've had to do about 5 follow up calls, as a customer who they clearly don't value. I went to the security in my complex and asked to see the main meters outside. He advised that they were flashing and protea metering must send a technician, mind you, 6 units are affected and this was reported already before me. I called again and Fiona had the nerve to tell me that my request was still in progress (shouting BTW. At a customer) I told her to send a technician which is something that should have been done way earlier cause of the reported incidents. She continued to be sassy and disrespectful towards me, riling me up. I wish you guys go out of business or sort your mess out and hire competent individuals.
The Manager of the Call Centre listened to the recorded calls, and the feedback is as follows:
8:14 – Client called, spoke to Fiona. Fiona advised that we need to send a command to the meter however we are unable to do so during loadshedding. She asked the client to call back when loadshedding had finished. 10:14 – Client called, spoke to Shirene. Shirene confirmed loadshedding was finished and advised we would send a command to the meter. She took the client’s details and said she would call her back in 45 mins to confirm if the power was on. 10:16 – Shirene requested Prepaid to send a command 10:23 – Client called, spoke to Sara. Sara confirmed that we had requested the command and that it can take about 45 minutes for the command to go through. 10:36 – Client called, spoke to Fiona. Fiona confirmed we have sent a command and it can take between 30-60 mins. She advised that we need to see if the command comes back failed, then we would request the first available tech to assist 10:36 – No response from Prepaid – Fiona requested Prepaid to send command 10:43 – Lee confirmed command had been sent 10:51 – Client called, spoke to Pontsho. Pontsho advised she would confirm with Prepaid that the power is still off. Client asked how long this will take – Pontsho advised that once the command fails it is reported to tech. She had told prepaid the power was still off, they would confirm if the command failed in a few minutes then a tech should be sent. 11:09 – Client called, spoke to Pontsho. Pontsho advised that we would report this to tech. Client advised Fiona was meant to call her back. Pontsho said she would pass on the message for her to call back. 11:34 – Client called, spoke to Fiona. Fiona advised that the command was still in progress. Client advised that she had been told a tech would be sent. Fiona put the client on hold to confirm. The client then went on to complain that Fiona hadn’t called her back – Fiona didn’t shout at the client however she desperately tried to explain that it wasn’t her that undertook to call the client back. The Manager has addressed the matter with the team on what could have been done better, chasing up prepaid for commands and calling the clients back.
We apologize for the delay that you have experienced.
Kind regards
Management: Protea Metering.
The Manager of the Call Centre listened to the recorded calls, and the feedback is as follows:
8:14 – Client called, spoke to Fiona. Fiona advised that we need to send a command to the meter however we are unable to do so during loadshedding. She asked the client to call back when loadshedding had finished. 10:14 – Client called, spoke to Shirene. Shirene confirmed loadshedding was finished and advised we would send a command to the meter. She took the client’s details and said she would call her back in 45 mins to confirm if the power was on. 10:16 – Shirene requested Prepaid to send a command 10:23 – Client called, spoke to Sara. Sara confirmed that we had requested the command and that it can take about 45 minutes for the command to go through. 10:36 – Client called, spoke to Fiona. Fiona confirmed we have sent a command and it can take between 30-60 mins. She advised that we need to see if the command comes back failed, then we would request the first available tech to assist 10:36 – No response from Prepaid – Fiona requested Prepaid to send command 10:43 – Lee confirmed command had been sent 10:51 – Client called, spoke to Pontsho. Pontsho advised she would confirm with Prepaid that the power is still off. Client asked how long this will take – Pontsho advised that once the command fails it is reported to tech. She had told prepaid the power was still off, they would confirm if the command failed in a few minutes then a tech should be sent. 11:09 – Client called, spoke to Pontsho. Pontsho advised that we would report this to tech. Client advised Fiona was meant to call her back. Pontsho said she would pass on the message for her to call back. 11:34 – Client called, spoke to Fiona. Fiona advised that the command was still in progress. Client advised that she had been told a tech would be sent. Fiona put the client on hold to confirm. The client then went on to complain that Fiona hadn’t called her back – Fiona didn’t shout at the client however she desperately tried to explain that it wasn’t her that undertook to call the client back. The Manager has addressed the matter with the team on what could have been done better, chasing up prepaid for commands and calling the clients back.
We apologize for the delay that you have experienced.
Kind regards
Management: Protea Metering.