TR
Tanita R
1 reviews | Active since Apr 2022
06 Jul 2023, 17:35
Speechless
<div>I am struggling to understand how this is possible. The technicians are great and efficient. The scheduling department and call center on the other hand - a mess. - they missed two of our scheduled appointments for an upgrade on the unit (first time a call they are on their way and running late, second time a call them to check up 'I was never on the schedule for today'). When I ask how this is possible and what the next steps are I receive a 'I do not know, my supervisor already left, I do not know what to tell you' THEN they - switched off my Wi-Fi , treating me like the customers that ignored their upgrade request - not phoning me back to make a new appointment - when I phone them, then they say I cannot make an appointment , I need to wait for them to call me back (option 1), I need to send an email although I explained that my previous 5 emails was not being rep**** to (option 2) or I am given a random timeslot take it or leave it (option 3) - 3 weeks without Wi-Fi because of incompetence and not being able to reach them - stating they tried to contact me multiple times (I had one miscall and I phoned their call center 5 times) I could say more but I seriously do not have the energy and I do not think TT Connect Cares. I am somewhere between 3G and living without Wi-Fi or starting my own Fiber...</div>
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Replies (3)
TT Connect (Pty) Ltd's replyOfficial
07 Jul 2023, 09:03Good morning Tanita.
We do apologize for any inconvenience caused.
We see you were already upgraded last month. We have sent multiple engineers to assist and were also told that we were not able to assist or attend over a weekend (No access to the complex over a weekend)
Our records also show multiple phone calls made to you.
Our Splicer attended on the 24th of May and tried to reach you twice, he even knocked on your door but did not get any response.
We apologize for any inconvenience caused and our top priority is providing quality customer support. Please also note that we deal directly with the ISPs, you, unfortunately, will not be able to contact us directly, your single point of contact will always remain your ISP.
Kind Regards
TT Connect
We do apologize for any inconvenience caused.
We see you were already upgraded last month. We have sent multiple engineers to assist and were also told that we were not able to assist or attend over a weekend (No access to the complex over a weekend)
Our records also show multiple phone calls made to you.
Our Splicer attended on the 24th of May and tried to reach you twice, he even knocked on your door but did not get any response.
We apologize for any inconvenience caused and our top priority is providing quality customer support. Please also note that we deal directly with the ISPs, you, unfortunately, will not be able to contact us directly, your single point of contact will always remain your ISP.
Kind Regards
TT Connect
TT Connect (Pty) Ltd's reply07 Jul 2023, 09:03
Official
Good morning Tanita.
We do apologize for any inconvenience caused.
We see you were already upgraded last month. We have sent multiple engineers to assist and were also told that we were not able to assist or attend over a weekend (No access to the complex over a weekend)
Our records also show multiple phone calls made to you.
Our Splicer attended on the 24th of May and tried to reach you twice, he even knocked on your door but did not get any response.
We apologize for any inconvenience caused and our top priority is providing quality customer support. Please also note that we deal directly with the ISPs, you, unfortunately, will not be able to contact us directly, your single point of contact will always remain your ISP.
Kind Regards
TT Connect
We do apologize for any inconvenience caused.
We see you were already upgraded last month. We have sent multiple engineers to assist and were also told that we were not able to assist or attend over a weekend (No access to the complex over a weekend)
Our records also show multiple phone calls made to you.
Our Splicer attended on the 24th of May and tried to reach you twice, he even knocked on your door but did not get any response.
We apologize for any inconvenience caused and our top priority is providing quality customer support. Please also note that we deal directly with the ISPs, you, unfortunately, will not be able to contact us directly, your single point of contact will always remain your ISP.
Kind Regards
TT Connect
TR
Tanita R's updateReviewer Update
09 Jul 2023, 15:44 If you really cared for your customers as you say, you would have rep**** to my unanswered emails and not just my review.
Your response is laughable and proving my point.
Yes I am connected because I made an appointment directly with the technician.
Access over the weekend - This is a lie - I met your technician Saturday 3 June, happy to let him in to sort out the upgrade, however I was told this was not possible because he needed to access the complex building next door, as the main box is located there. - If that building is not accessible over a weekend, this is neither my building, not my fault or my concern.
24 May
- You will be referencing option 3 in my review, the take it or leave it appointment. - Telephonically I was trying to sort out the mess of missed appointments and to set a new date - I was told that we have a meeting set for 24 May. - I explained that I never agreed to this, that I was out of town from 24- 27 May and that you must’ve mixed me up with another client, but you insisted that the date was set and agreed to by me. - I pleaded with you to not come through the 24th as no one will be home, but you insisted. - Please forward me the recordings of where I agreed to this appointment. - Making random appointments and logging them on your side as ‘missed by the client’ is laughable - I am sure you are not lying about trying to reach me on the 24th, and I do not have any missed calls on the 24th, the only other option is that you do not have the right number logged against the right ticket.
Dear TT Connect, you are delusional about your service and you do not have your own facts straight. When you are in a hole, stop digging.
If you are actually serious to sort out your ‘house’ I can send you the correspondence and screenshots I have over mail, but other that, I do not wish to speak to you any further.
Your response is laughable and proving my point.
Yes I am connected because I made an appointment directly with the technician.
Access over the weekend - This is a lie - I met your technician Saturday 3 June, happy to let him in to sort out the upgrade, however I was told this was not possible because he needed to access the complex building next door, as the main box is located there. - If that building is not accessible over a weekend, this is neither my building, not my fault or my concern.
24 May
- You will be referencing option 3 in my review, the take it or leave it appointment. - Telephonically I was trying to sort out the mess of missed appointments and to set a new date - I was told that we have a meeting set for 24 May. - I explained that I never agreed to this, that I was out of town from 24- 27 May and that you must’ve mixed me up with another client, but you insisted that the date was set and agreed to by me. - I pleaded with you to not come through the 24th as no one will be home, but you insisted. - Please forward me the recordings of where I agreed to this appointment. - Making random appointments and logging them on your side as ‘missed by the client’ is laughable - I am sure you are not lying about trying to reach me on the 24th, and I do not have any missed calls on the 24th, the only other option is that you do not have the right number logged against the right ticket.
Dear TT Connect, you are delusional about your service and you do not have your own facts straight. When you are in a hole, stop digging.
If you are actually serious to sort out your ‘house’ I can send you the correspondence and screenshots I have over mail, but other that, I do not wish to speak to you any further.
TR
Tanita R's update09 Jul 2023, 15:44
Reviewer Update
If you really cared for your customers as you say, you would have rep**** to my unanswered emails and not just my review.
Your response is laughable and proving my point.
Yes I am connected because I made an appointment directly with the technician.
Access over the weekend - This is a lie - I met your technician Saturday 3 June, happy to let him in to sort out the upgrade, however I was told this was not possible because he needed to access the complex building next door, as the main box is located there. - If that building is not accessible over a weekend, this is neither my building, not my fault or my concern.
24 May
- You will be referencing option 3 in my review, the take it or leave it appointment. - Telephonically I was trying to sort out the mess of missed appointments and to set a new date - I was told that we have a meeting set for 24 May. - I explained that I never agreed to this, that I was out of town from 24- 27 May and that you must’ve mixed me up with another client, but you insisted that the date was set and agreed to by me. - I pleaded with you to not come through the 24th as no one will be home, but you insisted. - Please forward me the recordings of where I agreed to this appointment. - Making random appointments and logging them on your side as ‘missed by the client’ is laughable - I am sure you are not lying about trying to reach me on the 24th, and I do not have any missed calls on the 24th, the only other option is that you do not have the right number logged against the right ticket.
Dear TT Connect, you are delusional about your service and you do not have your own facts straight. When you are in a hole, stop digging.
If you are actually serious to sort out your ‘house’ I can send you the correspondence and screenshots I have over mail, but other that, I do not wish to speak to you any further.
Your response is laughable and proving my point.
Yes I am connected because I made an appointment directly with the technician.
Access over the weekend - This is a lie - I met your technician Saturday 3 June, happy to let him in to sort out the upgrade, however I was told this was not possible because he needed to access the complex building next door, as the main box is located there. - If that building is not accessible over a weekend, this is neither my building, not my fault or my concern.
24 May
- You will be referencing option 3 in my review, the take it or leave it appointment. - Telephonically I was trying to sort out the mess of missed appointments and to set a new date - I was told that we have a meeting set for 24 May. - I explained that I never agreed to this, that I was out of town from 24- 27 May and that you must’ve mixed me up with another client, but you insisted that the date was set and agreed to by me. - I pleaded with you to not come through the 24th as no one will be home, but you insisted. - Please forward me the recordings of where I agreed to this appointment. - Making random appointments and logging them on your side as ‘missed by the client’ is laughable - I am sure you are not lying about trying to reach me on the 24th, and I do not have any missed calls on the 24th, the only other option is that you do not have the right number logged against the right ticket.
Dear TT Connect, you are delusional about your service and you do not have your own facts straight. When you are in a hole, stop digging.
If you are actually serious to sort out your ‘house’ I can send you the correspondence and screenshots I have over mail, but other that, I do not wish to speak to you any further.
TT Connect (Pty) Ltd's replyOfficial
19 Jul 2023, 09:23Good morning Talita
Trust you are doing well.
I have listened to the recordings and truly do apologize for any inconvenience caused. I will most definitely be taking this up with the teams involved.
I do thank you for your honest feedback and for taking the time to inform us about the issues you experienced.
Kind Regards
TT Connect
Trust you are doing well.
I have listened to the recordings and truly do apologize for any inconvenience caused. I will most definitely be taking this up with the teams involved.
I do thank you for your honest feedback and for taking the time to inform us about the issues you experienced.
Kind Regards
TT Connect
TT Connect (Pty) Ltd's reply19 Jul 2023, 09:23
Official
Good morning Talita
Trust you are doing well.
I have listened to the recordings and truly do apologize for any inconvenience caused. I will most definitely be taking this up with the teams involved.
I do thank you for your honest feedback and for taking the time to inform us about the issues you experienced.
Kind Regards
TT Connect
Trust you are doing well.
I have listened to the recordings and truly do apologize for any inconvenience caused. I will most definitely be taking this up with the teams involved.
I do thank you for your honest feedback and for taking the time to inform us about the issues you experienced.
Kind Regards
TT Connect