A Letter to Rain CEO, Mr. Brandon Leigh

Dear Mr. Leigh,

I am writing this letter to you personally (hopefully you will locate and read it here) because all the issues and frustrating difficulties we have experienced at Rain have fallen on deaf ears.

On the 21st of March my sister ordered the 5G router and SIM card for R529. The website promised to deliver the device within 3-5 working days. The main reason was because her Herotel contract was about to expire (31 March 2023) and I recommended Rain to her. This would have meant that she would receive the device before the end of the month. She sometimes has to work from home and depends greatly on internet because of international conference calls for she works for a multinational company in SA.

Some time went by and because she is really busy at work she didn’t give it much thought. After 9 working days she phoned and asked where the device was and she got told that the matter had been escalated and that somebody would get back to her.

To make a long story short, after 21 WORKING DAYS she told me that the day before she phoned again to hear where the device was and got the same answer, that every single time the matter was escalated to VARIOUS departments. On working day 21 she phoned again with the person at support giving the SAME excuse - “So sorry to hear about this ma’am, your issue has been escalated”.

I then got on the phone and asked where the device was. The support person told me they couldn’t speak to me, they had to speak to my sister (which is fine and understandable) and PROMISED to phone her immediately. After 30 minutes that agent didn’t call her and I phoned again. Explained the same story to the next support agent who ALSO PROMISED to phone her immediately. My sister is still waiting for BOTH those calls and EVERY OTHER CALL PROMISED.

On WORKING DAY 28 I told my sister that I found a similar data deal with Vodacom and suggested she cancel her order. The main reason I did was because if THIS was the service she got even before she received the router, what would a future at Rain look like? She did and the agent at Rain logged the cancellation.

Yesterday morning, I kid you not, she got a call from yet another agent who asked where the router should be delivered. When she said she cancelled the order last week he said that on the system it says that the order was flagged for re-delivery (after specifically asking for it to be cancelled and it was confirmed by the previous agent). He even asked her what the order number was. Apparently it doesn’t show on his side.

I don’t use these words in any situation where I get bad service, but I have never in my life been exposed to such incompetence and disregard for customer service. Something is seriously wrong in your support department and I do not think you are aware of it. Not only did she speak to almost 7 different agents, none of the ones who promised to phone back did. And EVERY SINGLE TIME she phoned she heard two things:

1) “We’re so sorry” 2) “The matter has been escalated” …and that is where it ended.

Something serious needs to be done about your customer service.

Kind regards J