JD
Johan D
1 reviews | Active since Jul 2011
11 Jul 2019, 08:58
Disappointing to say the least!
After having to struggle with the call centre agents that make up tons of excuses how to not help me, we ended up having the technicians out proving the it was on SADV's side the problem.
If I am wrong you can treat me bad, BUT if you are wrong you better treat me well.
I am still waiting for the promised call back from the agent at 12:30 and also the Manager(not team leader) to call me.
This company is not being run, rather just a bunch of staff is just being placed there and clearly not trained.
Helpful (0)
Replies (4)0
Replies (4)
SADV's replyOfficial
12 Jul 2019, 14:57Good day Johan, we have pulled the recordings to analyse the situation. We know that your services went down and we are truly sorry for the inconvenience caused. FTTH, is unfortunately, a best effort service. If you need this to run a business, then you are more than welcome to sign up for a Fibre-to-the-Business service, with an SLA. However, our team handled your situation as quickly as possible. As it is a best effort service, we try and assist customers as quickly as possible, however, whatever issue is logged first, gets resolved first, we do not prioritise customers based on the if they tell us they are a business and are losing money. We had issues that were being seen to first, so when you asked our team to get people to your property, unfortunately, the team required, was busy at another persons residence. Our team also tried to phone you at 12:30, which our record show, however, there was no answer. She tried again later and still no answer. However, we have been informed that you are up and running and were up and running the same day that the ticket was logged. Please let us know if you need any other assistance.
SADV's reply12 Jul 2019, 14:57
Official
Good day Johan, we have pulled the recordings to analyse the situation. We know that your services went down and we are truly sorry for the inconvenience caused. FTTH, is unfortunately, a best effort service. If you need this to run a business, then you are more than welcome to sign up for a Fibre-to-the-Business service, with an SLA. However, our team handled your situation as quickly as possible. As it is a best effort service, we try and assist customers as quickly as possible, however, whatever issue is logged first, gets resolved first, we do not prioritise customers based on the if they tell us they are a business and are losing money. We had issues that were being seen to first, so when you asked our team to get people to your property, unfortunately, the team required, was busy at another persons residence. Our team also tried to phone you at 12:30, which our record show, however, there was no answer. She tried again later and still no answer. However, we have been informed that you are up and running and were up and running the same day that the ticket was logged. Please let us know if you need any other assistance.
JD
Johan D's updateReviewer Update
12 Jul 2019, 16:56Good day (Who am I speaking to?)
I checked my phone, no missed calls and also called MTN to confirm on my phone records, the was without a doubt no connection to my phone. So I would expect your agent in the very least to try call again in another half an hour. Basic customer services dictate that you keep trying and give feedback even if you don't have feedback, is this the missing element in SADV at the moment?
On your comment about FTTH and FTTB , I had the very same discussion with NET44 consultants on site. Your SADV agents/consultants in the Noordheuwel area is professing something totally different, when I had that discussion with them at the beginning of the appication they said I not need to worry for Business as the network is reliable.
That being said, is why you got the response from me which you did, together with that under ANY circumstances if I am not at fault for the break in service and it is on your site as the NET44 consultant advised there was a break in the fibre I would expect immediate response.
Now with that out of the way, I was promised a manager would call me and discuss this with me and no one to date have called me. This is at the very least dissapointing especially if you listen to your phone recordings while holding.
So can I expect someone from management(not a team leader) to actually call me or is that also a myth?
Regards
Johan
I checked my phone, no missed calls and also called MTN to confirm on my phone records, the was without a doubt no connection to my phone. So I would expect your agent in the very least to try call again in another half an hour. Basic customer services dictate that you keep trying and give feedback even if you don't have feedback, is this the missing element in SADV at the moment?
On your comment about FTTH and FTTB , I had the very same discussion with NET44 consultants on site. Your SADV agents/consultants in the Noordheuwel area is professing something totally different, when I had that discussion with them at the beginning of the appication they said I not need to worry for Business as the network is reliable.
That being said, is why you got the response from me which you did, together with that under ANY circumstances if I am not at fault for the break in service and it is on your site as the NET44 consultant advised there was a break in the fibre I would expect immediate response.
Now with that out of the way, I was promised a manager would call me and discuss this with me and no one to date have called me. This is at the very least dissapointing especially if you listen to your phone recordings while holding.
So can I expect someone from management(not a team leader) to actually call me or is that also a myth?
Regards
Johan
JD
Johan D's update12 Jul 2019, 16:56
Reviewer Update
Good day (Who am I speaking to?)
I checked my phone, no missed calls and also called MTN to confirm on my phone records, the was without a doubt no connection to my phone. So I would expect your agent in the very least to try call again in another half an hour. Basic customer services dictate that you keep trying and give feedback even if you don't have feedback, is this the missing element in SADV at the moment?
On your comment about FTTH and FTTB , I had the very same discussion with NET44 consultants on site. Your SADV agents/consultants in the Noordheuwel area is professing something totally different, when I had that discussion with them at the beginning of the appication they said I not need to worry for Business as the network is reliable.
That being said, is why you got the response from me which you did, together with that under ANY circumstances if I am not at fault for the break in service and it is on your site as the NET44 consultant advised there was a break in the fibre I would expect immediate response.
Now with that out of the way, I was promised a manager would call me and discuss this with me and no one to date have called me. This is at the very least dissapointing especially if you listen to your phone recordings while holding.
So can I expect someone from management(not a team leader) to actually call me or is that also a myth?
Regards
Johan
I checked my phone, no missed calls and also called MTN to confirm on my phone records, the was without a doubt no connection to my phone. So I would expect your agent in the very least to try call again in another half an hour. Basic customer services dictate that you keep trying and give feedback even if you don't have feedback, is this the missing element in SADV at the moment?
On your comment about FTTH and FTTB , I had the very same discussion with NET44 consultants on site. Your SADV agents/consultants in the Noordheuwel area is professing something totally different, when I had that discussion with them at the beginning of the appication they said I not need to worry for Business as the network is reliable.
That being said, is why you got the response from me which you did, together with that under ANY circumstances if I am not at fault for the break in service and it is on your site as the NET44 consultant advised there was a break in the fibre I would expect immediate response.
Now with that out of the way, I was promised a manager would call me and discuss this with me and no one to date have called me. This is at the very least dissapointing especially if you listen to your phone recordings while holding.
So can I expect someone from management(not a team leader) to actually call me or is that also a myth?
Regards
Johan
SADV's replyOfficial
15 Jul 2019, 09:31Good day Johan,
Regardless if the network is reliable or not, FTTH remains a best effort service. Should you wish an immediate response, we can get our FTTB team to get in touch regarding a package.
Please also note that our Team Leader did phone you, twice, please see below:
This was the number provided to us, by you ISP:
Further to your response, Noordheuwel is not an SADV site. We are in negotiations to buy the site, once the build is completed, however, it is not SADV's suburb. We also do not have area agents.
Lastly, we will get the Client Services Manager to call you shortly, please look out for our number - ***.
Regardless if the network is reliable or not, FTTH remains a best effort service. Should you wish an immediate response, we can get our FTTB team to get in touch regarding a package.
Please also note that our Team Leader did phone you, twice, please see below:
This was the number provided to us, by you ISP:
Further to your response, Noordheuwel is not an SADV site. We are in negotiations to buy the site, once the build is completed, however, it is not SADV's suburb. We also do not have area agents.
Lastly, we will get the Client Services Manager to call you shortly, please look out for our number - ***.
SADV's reply15 Jul 2019, 09:31
Official
Good day Johan,
Regardless if the network is reliable or not, FTTH remains a best effort service. Should you wish an immediate response, we can get our FTTB team to get in touch regarding a package.
Please also note that our Team Leader did phone you, twice, please see below:
This was the number provided to us, by you ISP:
Further to your response, Noordheuwel is not an SADV site. We are in negotiations to buy the site, once the build is completed, however, it is not SADV's suburb. We also do not have area agents.
Lastly, we will get the Client Services Manager to call you shortly, please look out for our number - ***.
Regardless if the network is reliable or not, FTTH remains a best effort service. Should you wish an immediate response, we can get our FTTB team to get in touch regarding a package.
Please also note that our Team Leader did phone you, twice, please see below:
This was the number provided to us, by you ISP:
Further to your response, Noordheuwel is not an SADV site. We are in negotiations to buy the site, once the build is completed, however, it is not SADV's suburb. We also do not have area agents.
Lastly, we will get the Client Services Manager to call you shortly, please look out for our number - ***.
SADV's replyOfficial
15 Jul 2019, 09:33SADV's reply15 Jul 2019, 09:33
Official