KR
Keitumetse R
1 reviews | Active since Feb 2014
25 Mar 2020, 12:16
Very Poor customer Service
I'm really not impressed with the service from this fiber provider, I really would not recommend them to anyone I'm currently forced to use them because of the complex that I live in.
Firstly their on the ground people that are doing the setup for fibre give you no responses and leave cables disconnected with no feedback on weather they are still busy or done. this was done for about 3 hours and counting.
when you call their office support number to try and get some details you wait on the queue as caller number 10 and when you get to caller number 2 after an hour you get cut off and when you call again you are now sitting at number 15.
This is really not acceptable, and very unprofessional. The very least you can do is ensure that your customers know what is happening.
Helpful (0)
Replies (3)0
Replies (3)
SADV's replyOfficial
26 Mar 2020, 13:03Hi Keitumetse, we are sorry that you have not had a good experience with our teams. Please note that our standard lead time is two weeks and we believe that your installation happened within six days. As per our installation team, your services should be up and running. Please let us know if we can assist with anything else.
SADV's reply26 Mar 2020, 13:03
Official
Hi Keitumetse, we are sorry that you have not had a good experience with our teams. Please note that our standard lead time is two weeks and we believe that your installation happened within six days. As per our installation team, your services should be up and running. Please let us know if we can assist with anything else.
KR
Keitumetse R's updateReviewer Update
30 Mar 2020, 09:03Hi
yes my installation was completed. However my frustration was not with the SLT but rather with the lack of communication from the guys on site. They could have kept me in the loop as to what was happening instead of leaving cables lying around for almost 4 hours as a customer I feel that's fair.
I also tried to call the head office to get the details for the onsite people to find out what was happening and no one could help me. This is what frustrates us as customers because the is no feedback on what is going on.
However I appreciate the fact that the guys did come back and finished the installation and I'm currently up and running. Please improve feedback channels for future installations because if you look at the ratings on Hello peter everyone is complaining about the same thing customer service and feedback. We will be more understanding when we are kept in the loop and get the details we need when we request them.
Many thanks,
Keitumetse
yes my installation was completed. However my frustration was not with the SLT but rather with the lack of communication from the guys on site. They could have kept me in the loop as to what was happening instead of leaving cables lying around for almost 4 hours as a customer I feel that's fair.
I also tried to call the head office to get the details for the onsite people to find out what was happening and no one could help me. This is what frustrates us as customers because the is no feedback on what is going on.
However I appreciate the fact that the guys did come back and finished the installation and I'm currently up and running. Please improve feedback channels for future installations because if you look at the ratings on Hello peter everyone is complaining about the same thing customer service and feedback. We will be more understanding when we are kept in the loop and get the details we need when we request them.
Many thanks,
Keitumetse
KR
Keitumetse R's update30 Mar 2020, 09:03
Reviewer Update
Hi
yes my installation was completed. However my frustration was not with the SLT but rather with the lack of communication from the guys on site. They could have kept me in the loop as to what was happening instead of leaving cables lying around for almost 4 hours as a customer I feel that's fair.
I also tried to call the head office to get the details for the onsite people to find out what was happening and no one could help me. This is what frustrates us as customers because the is no feedback on what is going on.
However I appreciate the fact that the guys did come back and finished the installation and I'm currently up and running. Please improve feedback channels for future installations because if you look at the ratings on Hello peter everyone is complaining about the same thing customer service and feedback. We will be more understanding when we are kept in the loop and get the details we need when we request them.
Many thanks,
Keitumetse
yes my installation was completed. However my frustration was not with the SLT but rather with the lack of communication from the guys on site. They could have kept me in the loop as to what was happening instead of leaving cables lying around for almost 4 hours as a customer I feel that's fair.
I also tried to call the head office to get the details for the onsite people to find out what was happening and no one could help me. This is what frustrates us as customers because the is no feedback on what is going on.
However I appreciate the fact that the guys did come back and finished the installation and I'm currently up and running. Please improve feedback channels for future installations because if you look at the ratings on Hello peter everyone is complaining about the same thing customer service and feedback. We will be more understanding when we are kept in the loop and get the details we need when we request them.
Many thanks,
Keitumetse
SADV's replyOfficial
30 Mar 2020, 09:07Hi Keitumetse, we are truly sorry for the lack of communication from our side. This is something we have brought to the attention of our National Operations Manager and will be address with his teams. Thank you for your feedback and understanding. We truly hope it is a better experience moving forward.
SADV's reply30 Mar 2020, 09:07
Official
Hi Keitumetse, we are truly sorry for the lack of communication from our side. This is something we have brought to the attention of our National Operations Manager and will be address with his teams. Thank you for your feedback and understanding. We truly hope it is a better experience moving forward.