TD
Thato D
1 reviews | Active since May 2024
27 Dec 2024, 21:05
STSS NOT RELIABLE
This service provider is not reliable,they claim to have 24 hour services but they dont answer calls.And when you’re chatting to their agents via their app or email….they wont respond further to help you,they will leave you hanging.The inconvenience is too much because I’ll be in the dark and they won’t care!
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Stss Prepaid Metering's replyOfficial
30 Dec 2024, 14:58 Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience you encountered and any frustration it caused. After reviewing your case, we noted that our team responded promptly during your initial chat on Friday evening, within two minutes. Unfortunately, when there was no reply from your side for over 10 minutes, the system automatically closed the chat. When you reached out again, the necessary notifications may not have been received due to the chat's closure. We also observed a missed call at 20:00 and noted that our agents followed up via email at 20:25 and 21:45, providing troubleshooting steps to assist you. However, we understand that the steps provided were only confirmed as unsuccessful when you advised us on Saturday morning. At that point, our team promptly requested your contact number, re-linked the keypad and meter, and successfully restored your power. We truly regret that our efforts didn’t meet your expectations during this time-sensitive situation. Your feedback highlights areas where we can improve, particularly in ensuring seamless support for after-hours queries. Thank you for giving us the opportunity to resolve your issue. We are committed to improving our communication processes to provide better service in the future. Should you need any assistance moving forward, please don’t hesitate to reach out to us directly.
Stss Prepaid Metering's reply30 Dec 2024, 14:58
Official
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience you encountered and any frustration it caused. After reviewing your case, we noted that our team responded promptly during your initial chat on Friday evening, within two minutes. Unfortunately, when there was no reply from your side for over 10 minutes, the system automatically closed the chat. When you reached out again, the necessary notifications may not have been received due to the chat's closure. We also observed a missed call at 20:00 and noted that our agents followed up via email at 20:25 and 21:45, providing troubleshooting steps to assist you. However, we understand that the steps provided were only confirmed as unsuccessful when you advised us on Saturday morning. At that point, our team promptly requested your contact number, re-linked the keypad and meter, and successfully restored your power. We truly regret that our efforts didn’t meet your expectations during this time-sensitive situation. Your feedback highlights areas where we can improve, particularly in ensuring seamless support for after-hours queries. Thank you for giving us the opportunity to resolve your issue. We are committed to improving our communication processes to provide better service in the future. Should you need any assistance moving forward, please don’t hesitate to reach out to us directly.