SA Digital Villages - ZERO Customer Centric Approach

Initial Research: While Data Packages are extremely competitive in 2020 and with so many ISP's available, it was very disappointing to learn that our wonderful new complex that we will be moving into, can only be serviced by SADV and their not so competitive pricing.

Sign Up: The online digital portal was okay(ish) to work through. Not all of the questions a customer asks, are immediately answered, but in general it was easy enough.

Lead Time: From initial order placement, SADV has a 14day turn around time. Do not be fooled future customers. After calling multiple times to find out if someone is looking at the order, is anything still outstanding or so, I was always answered with the exact prompted "We are still within our 14 day respond period". Working from home and being highly reliant on internet, SADV did not make any attempt at increasing the customer satisfactory KPA.

Installation: After 15days (Jip 15 days!!!) I followed up again - This was about the 10th time of me phoning and asking for status updates - The call centre stated that the installation team will make contact within the next day or two. The installation contractor did make contact and two days later confirmed an appointment for installation. The contractor for SADV was BRILLIANT! They worked sufficiently and kept safety precautions during these Covid times.

Activation: Now immediately after installation, the contractor informed us that the services must still be activated (Can take between 2 hours to 2 days). And that the Router for the Fiber box will be dispatched by SADV only after installation is confirmed. HELLO - Still no fiber..... This is never been informed that the process works like this :( Such a bad customer experience.

Router: Ai....... this is now day 6 after installation - still no router - still no fiber. Every day (since installation) I have been phoning to ask the status or to ask when delivery will take place) Everyday the same answer: "BY THE END OF TODAY OR AT THE LATEST TOMORROW". :( Even this morning's support ticket I raised, stated later today (afternoon) or tomorrow.

What a horrible customer experience. I can't even think of improvement areas as I feel that the WHOLE CUSTOMER JOURNEY is a 2/100. It is so bad :( Most frustrating process ever.

This review is not to threaten or vent or anything, no one should experience service like this. I understand that the only action I can take is to report this to our annual general meeting and writing a review like this.