1 reviews | Active since Mar 2019
Terrible customer support
I contacted RAIN, the internet service provider, to request a sim swap so as to move a phone number from a family members RAIN service to my RAIN service.
I was informed they will first confirm how to do that by escalating my request to their specialist. The support representative assured me that I will get an email regarding the request.
Nothing was emailed to me and no turn around time was provided. As someone who is employed by an internet service provider who operates oversees, this is not tolerable. Communication needs to be just, hense why they call it 'Customer Service'.
Customers pay for more than the internet service, they pay for customer service as well.
Where is that customer service? I did not call you to chat with you like a friend, I called you to log a request for a change to implement that change.
The fact that there was almost no details asked from me regarding the service it will be swapped from or which sim it will be swapped with which I have on my service, is enough to tell me that my request was ignored.
As a customer who never complains, I am always friendly when I call RAIN and speak with your first line support team. How is it that the only service I am able to get is internet service?
Thank you for bringing your query to our attention,
We will be in touch to further assist.
Regards,
rain.
Thank you for bringing your query to our attention,
We will be in touch to further assist.
Regards,
rain.
One of your support agents was in contact with me regarding the initial request to take over the number I mentioned. They were apparently going to call my family member to confirm and obtain approval, however they never got a call. I contact them directly and obtained all their account information including log in as they are not very technical, I am the one who handles the techical side of things.
I suggested your representive allow me to connect them to my family member via a conference call and they said no.
This creates complications and then they insisted I go to one of your stores instead. If I was in a position to I think I would have however this is not rocket science.
I was a tier 1 and tier 2 tech, currently working remotely as a Team Lead for a US based ISP. If I found out one of my tier 1 CA's in SA and the US, denied a customer the option to have a conference call, which in turn would be easier for them. I will have them call that customer and get the conference call set up to process their request, and make sure it gets handled properly, until the customer confirms the changes.
As I said, this shouldnt be this complicated, however your first line people definitely need a proper soft skills training course.
You can reach me on ***
One of your support agents was in contact with me regarding the initial request to take over the number I mentioned. They were apparently going to call my family member to confirm and obtain approval, however they never got a call. I contact them directly and obtained all their account information including log in as they are not very technical, I am the one who handles the techical side of things.
I suggested your representive allow me to connect them to my family member via a conference call and they said no.
This creates complications and then they insisted I go to one of your stores instead. If I was in a position to I think I would have however this is not rocket science.
I was a tier 1 and tier 2 tech, currently working remotely as a Team Lead for a US based ISP. If I found out one of my tier 1 CA's in SA and the US, denied a customer the option to have a conference call, which in turn would be easier for them. I will have them call that customer and get the conference call set up to process their request, and make sure it gets handled properly, until the customer confirms the changes.
As I said, this shouldnt be this complicated, however your first line people definitely need a proper soft skills training course.
You can reach me on ***