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Ernst V

1 reviews | Active since Apr 2011

17 Jun 2021, 15:25

Fault not solved after 17 Days - Lack of customer service

I am totally appalled with the pathetic service that I have received. I have been experiencing issues with my connection from 1 June. After that I have been phoning (from my cell phone costing me a lot of money) and replying to emails with no resolution to date.

Today it is 17 days later this is completely unacceptable.

Phone calls to SADV call center in order (this excludes all the mails up and down):

2 June – First call, no resolution setting changed and asked to monitor line 6 June – Second call, no resolution setting changed and asked to monitor line 7 June – Third call, no resolution setting changed and asked to monitor line 10 June – I am really ****ed off and demanded that a technician come to check the device as I do not believe setting is going to resolve anything. Got a reference number and assured a technician will contact me in 24hrs to come to site and check. 14 June- I phoned again because no technician phoned me to arrange site visit four days later (how is that for a 24hrs SLA). The agent assured me he logged an escalation to have this fixed. Now it 3 days later and still no one contacted me.

Every call is an average of 30 – 35min that cost me additional money to try and resolve an issue. The line that keeps dropping is causing problems for me because I work from home. I have to risk going in to work for meetings because I do not have a stable line.

It is crystal clear that SADV does not care for its clients, nor does it understand the basics of customer service. I do not think a company that operates like this will remain competitive or survive long term.

Regards, A loyal client that has been lost.

0
Replies (5)
EV
Ernst V's update18 Jun 2021, 09:50
Reviewer Update
So yesterday, the 17 June a technician pitched up at my home with out calling before hand. Luckily a was home. Because it was just before 5pm, they could not change the faulty box, because it would mean the box need to be registered before I would have internet access and it needed to be done during working hours. I cannot be without a connection for a day, so they decided to clean the connections with air spray, and asked to monitor it. So yes this morning it restarted AGAIN - NO SURPRIZE THERE!! Now I have to again try and contact SADV to re-send the technician and this time PHONE ME BEFORE COMING TO MY HOME, and in business hours so the box can be swapped and registered!!!!

I cannot believe how these guys operate! I have also asked to speak to the client services manager, till now not even an agent to follow up on this ridiculous service.....
SADV
SADV's reply19 Jun 2021, 08:59
Official
 
Good day, Mr. Ernst,
 
Thanks for reaching out to us about this. 
 
Please accept our sincere apologies for the inconvenience this has caused you, we have tried reaching out to you without any success. 
  
Kind Regards 
SADV Team 

EV
Ernst V's update21 Jun 2021, 15:34
Reviewer Update
You have tried to phone me Saturday @ 08h30 and left voice mail for me to phone back. I missed the call. I tried to phone back this morning on ***, and was number 18 in the queue. I then decided to call later again since I cannot spend hundreds of rand trying to phone you to rectify a problem time, after time after time... I tried just now again, and again after 15 min of holding decided to to leave a voice message to be called back. Do you think that it is ok to just leave a message and not try to phone a client back after this whole ordeal!!?? Do you expect me to continue spending money on my phone bill to queue and wait to be assisted? Why is the ticket that I send e-mail replies to not updated or comments added there at least so that I know someone is trying to do something?? . That speaks a lot towards your client service. So after I have left the message now again all I can do is wait. I am not usually someone that complains, but this is by far the worst service that I have ever experienced.
EV
Ernst V's update22 Jun 2021, 09:00
Reviewer Update
This is now the next day 22 June and SADV have not yet phoned me (not really a surprise to me anymore), so I had to phone the call center again. I was lucky and was only second in line then got through. I had to explain the whole issue AGAIN to the SADV agent!! He logged an issue AGAIN to have the correct box/router send to my home. Again I was told someone would phone me and the router will be at my house this afternoon or tomorrow latest. Lets see if someone phones or bring the correct device. I will not hold my breath, I have developed serious trust issues with SADV with this basic issue over a period of almost a month. What really gets to me is the total lack of effort and communication back from SADV.
SADV
SADV's reply25 Jun 2021, 13:06
Official
Good day Mr. Viktor’s

Hope this mail finds you well.

As per our telephone  conversation your service is up and running, Please accept our sincere apologies for the inconvenience you may have experienced, we really appreciate your patience and understanding. 

Regards
SADV Team