POOR POOR POOR service delivery!!!!!!

Good day,

I am sending this mail with a huge concern about the after sales support/customer care I am experiencing currently.

I am overall very happy with rain internet and rarely had problem with internet etc, but the moment when I needed support, the feelings changed about rain.

On Saturday 26/11/2022 I logged a ticket for someone to contact me regarding my Rain 5G router that got struck by lightning Saturday 26/11/2022. No once phoned me till today. I phone Sunday to log another ticket for assistance, still no one phoned me. I phoned every single day this week, where every person that I am speaking to plays the same note and sends the same email that my issue has been logged and been escalated to and expert that will phone me and sort me out. Last night I decided to test rain when I request for a new sale… what happened they phone me before 10h00 this morning (because, why it’s a new sale) but no one phoned me yet to deliver good service with my issue.

On Sunday 27/11/2022, I spoke to one of the support consultants, explaining that my router is not working at all, no power, no lights nothing, then she said that she has logged a ticket for a technician to come to my house to look at the router and then replace it. So, until today no one phone or came out. Then Wednesday afternoon I phoned again, and another consultant said that he understands my frustration and he will log a ticket to replace my router seeing that I have been waiting for more than 48 hours for a tech to contact me. But someone will phone me to make the necessary arrangements.

I am very frustrated as everyone that I speak to tells the same story and email me the same email, but nothing happens. Rain took the December fee already but I don’t have any internet (due to router that is dead). This is ridiculous, and I want to cancel and request my money back for December.