1 reviews | Active since Jul 2011
Rain's lack of support disappoints
Dear people at Rain, Your sales team was super-keen & the onboarding process was slick & relatively unbureaucratic. Also, even in this supposedly digital age, it’s a really good idea to have physical premises where customers can get things done & speak with actual, intelligent human beings. However, when it came to providing support, you failed, like so many service providers these days, no differentiator there. I was getting only a super-slow speed of 3Mbps & the signal strength indicators meant nothing to me, but none of my 3 calls were answered, nor did I ever get the requested call-back (I phoned your support line at 10:32 on 02 July, at 09:08 & 11:43 on 03 July, & logged a 4th call-back request on your website around midday on 03 July). I was also really disappointed that I encountered “high call volumes” every single time. Thank goodness the process of returning the router was unproblematic & a refund instruction has been issued. I’m left wondering how much more you could achieve if you were as focused on proper support/service as you are on innovative technology?
Thanks for bringing this to our attention.
We're sorry your rain experience hasn't been as good as you expected.
Please let us know if you require any further assistance.
Thank you.
rain.
Thanks for bringing this to our attention.
We're sorry your rain experience hasn't been as good as you expected.
Please let us know if you require any further assistance.
Thank you.
rain.
NB: I will not waste my time (& airtime) sorting out your admin mess-up, so please (you yourselves) get onto this CCD crowd, tell them to retract their SMS & then (you yourselves) please re-confirm with me that everything is in order.
Then, regarding the substance, or rather the lack thereof, of your reply to my initial feedback: when you get specific & constructive feedback that points out where you are failing as a service provider, it's probably good perception management, at least, to indicate that you might do something to fix the failure. Your bland reply to me suggests that you couldn't be bothered. Such a pity, I really thought Rain might be in a different league.
NB: I will not waste my time (& airtime) sorting out your admin mess-up, so please (you yourselves) get onto this CCD crowd, tell them to retract their SMS & then (you yourselves) please re-confirm with me that everything is in order.
Then, regarding the substance, or rather the lack thereof, of your reply to my initial feedback: when you get specific & constructive feedback that points out where you are failing as a service provider, it's probably good perception management, at least, to indicate that you might do something to fix the failure. Your bland reply to me suggests that you couldn't be bothered. Such a pity, I really thought Rain might be in a different league.