What is Rain Doing???

Worst service I ever received. Still not able to use your product, and no resolutions on the complaints I made.

I purchased a new Rain package on the 30th of November and was told that I would receive the router and sim card within 3 - 5 working days. However, after 5 working days, I still did not receive anything.

I then proceeded to call support to find out when I would receive the router, only to be told that they would esxlcalate the matter. This continued over the next day. I call to get feedback, and support escalates it. On Wednesday, I got a call from a courier (Nkotzo) with the question if I am available for delivery. However, late afternoon, the courier calls back stating that he is not the correct person and it needs to be delivered by CCD as I am out of his area of delivery. How is it possible for my package to be send to the wrong courier? Does nobody check the information before sending out a package?

Finally on Thursday the 8th of December, I spoke to Asanda and she told me that they would try to get the packaga to me on Friday. Within an hour, I received the notification that the courier had received the package but that it would only be able to be delivered on the 12th of December. This would be 8 working days after ordering the product? Why did you not deliver within the 3 - 5 working days as stipulated on your website.

Monday, the 12th of December, comes and I am finally delivered the product I paid for. After signing for the delivery and providing the requested documentation, I received an email to welcome me. I was almost immediately called by a representative, who spoke very poor english, asking me how my experience was so far. I found this to be odd as all representatives seemed to be to busy resolving my complaints and give me a call back. After notifying her that I hadn't been able to use the product yet, due to loadshedding, she continued to read an entire script of information that was the same as the email that I received.

However, when I was finally able to start using it, to my horror, I found that the router that I was provided with did not switch on at all. Trying multiple plug points, and even another cable, I came to the conclusion that the product that was provided to me was faulty and proceeded to, once again, call support.

I spoke to an agent, who stated that it might need to be activated? I clarified to him, again, that it was an issue with the router, to which he rep**** "oh, than the router is probably faulty". He then stated that he would escalate it and that I would have a new router within 3 to 5 working days. After asking how he would rate that service, he told me that he was not able to answer that question as the calls are recorded. I left it alone and on working day number 3, I called back asking for a status update (as once again, all representatives were too busy to give me a call back?)

The next agent again needed multiple clarifications to come to the conclusion that the router was faulty? Does no one have access to the communication history? I then asked him if he could transfer me to the relevant department (to which he stated that he is not able to do so) or send me an update before COB.

Having not received an update, I proceeded to once again call back (today) and after hearing the same thing as I heard the past 10 days!!!, I asked to speak to a supervisor. The agent then told me that they had no telephonic contact details for their supervisors? But that she would provide the details to the supervisor to get in contact with me.

It has been 11 working days now and I still am.not able to use the service that I am paying for. After spending nearly R250 on Airtime to be told that nobody can do anything for me and that Rain does not care about geir customers (why does nobody take complaints serious?), I am very close to cancelling and going with a different provider.

Furthermore, what contact center, in this day and age, does not have internal systems in place to resolve, customer queries in a fast and efficient manner?

How is Rain going to compensate me for my time and the use of my airtime to contact your support, while no one contacts me? Plus for the missing time in which I wasn"t able to use the service?