HB
Henry B
1 reviews | Active since Sept 2010
22 Sept 2022, 17:40
Act on your promises!
<div>Stop threatening your customers and act on your promises!
The services, promises and threats from the Customer Relationship Manager are really shocking. After escalating an unresolved issue regarding connectivity, I finally managed to get it escalated to a "manager" who at the start promised to take personal responsibility in resolving the matter. She even agreed to pilot loan range extenders and providing her personal number for me to send screenshots of speed tests etc. Unfortunately, this was all empty promises as a number of phone calls, whatsapp's and voice messages were just ignored. No response from her or anyone for almost a month! The intermittent connection issues persisted.
Then out of the blue I get a phone call from the technician (Nico) 3 weeks later, who by the way is the only one that really tried his utmost to assist and resolve my issues, that I urgently need to sign off on the loan range extender units on that day (16 September 2022) or they will have to fetch it leaving me high and dry. End of story. Shocked I asked for the same Customer Relationship Manager to phone me and with no success I asked for it to be escalated to her manager to resolve. Again, no response and no manager phone call and now today (22 September 2022) I get threatened by the same Customer Relationship Manager on WhatsApp for them to come and collect their equipment or sign off on it. For months I have now asked to speak to a senior manager and still refused to allow me to address this with a senior manager to discuss and agree the way forward. We either resolve or we part ways. Simple.
I requested an email address to voice my concerns in writing and was told they are not allowed to provide that kind of info unfortunately HelloPeter is now my last resort for hopefully some engagement to resolve this matter.
I still require feedback on:
* Why my monthly installment increased without my knowledge/permission? * Another technician on a call out, told me I will not speak to a manager "As he is THE manager". I wanted to address this with a manager and was refused. * The same Customer Relationship Manager promised to get a sales consultant to contact me to consider a better tailor made package (higher speeds) once the connectivity issues have been resolved . No contact has been made as yet. * If the route cause of the problem is my line speed and I do agree to upgrade, the Deco units they force me to purchase cannot work on higher speeds!??
As a summary, what I require from TT Connect management is how do we resolve this ASAP, how do we prevent other clients having to go through this extend to get assistance/resolve? Will it be addressed internally so when we as clients have problems in future, this is not how customers are treated?</div>
Helpful (0)
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Replies (3)
TT Connect (Pty) Ltd's replyOfficial
23 Sept 2022, 04:48Good morning sir.
Trust you are well.
As per our discussion yesterday, the extenders was a test for a week. As I explained to you yesterday the extenders was a test to see if it resolves your issue, no threats of any nature was made, we simply asked you if we could come get them or if you will sign off on them as it has been longer than a week now, no threats to take your equipment, but we have to get our equipment that was borrowed to you for testing purposes back or if you want to keep them have you sign of on them. At no point did we threaten you sir. You sent me a message two days after the installation saying that it dropped on a Friday night but that things where looking better, this was still in the testing period, after that message I did not hear from you again. Once I heard that your connection was still dropping I wanted to try something else where you started telling me I made empty promises. Sir we did not make empty promises, we actually went out of our way to assist as we do not leave those units for testing purposes, I wanted to assist further yesterday when it came to my attention that your issue has not been resolved. You asked for my senior to contact you and I happily agreed that I would get him to contact you. I fail to see how we have not been more than accommodating sir. I offered to up your speeds to test if it would work but was told that we will not make any changes. We have been trying to assist you, no issues have been found on your line sir, hence why I asked if it was a specific device. We are not forcing you to purchase the deco hence we wanted to come get them, should you have upped your speeds as per my request we would have been able to test.
Please advise if I can continue in trying a test by upping your speeds, yes I want to test if it fixes your problem before getting a sales consultant to assist with a better bigger package to make sure it works for you.Please note however as those units belong to us we will be sending somebody to collect them today, should you wish to purchase we will require you to inform us.
Looking forward to getting your issue resolved.
Regards
Madelaine
Trust you are well.
As per our discussion yesterday, the extenders was a test for a week. As I explained to you yesterday the extenders was a test to see if it resolves your issue, no threats of any nature was made, we simply asked you if we could come get them or if you will sign off on them as it has been longer than a week now, no threats to take your equipment, but we have to get our equipment that was borrowed to you for testing purposes back or if you want to keep them have you sign of on them. At no point did we threaten you sir. You sent me a message two days after the installation saying that it dropped on a Friday night but that things where looking better, this was still in the testing period, after that message I did not hear from you again. Once I heard that your connection was still dropping I wanted to try something else where you started telling me I made empty promises. Sir we did not make empty promises, we actually went out of our way to assist as we do not leave those units for testing purposes, I wanted to assist further yesterday when it came to my attention that your issue has not been resolved. You asked for my senior to contact you and I happily agreed that I would get him to contact you. I fail to see how we have not been more than accommodating sir. I offered to up your speeds to test if it would work but was told that we will not make any changes. We have been trying to assist you, no issues have been found on your line sir, hence why I asked if it was a specific device. We are not forcing you to purchase the deco hence we wanted to come get them, should you have upped your speeds as per my request we would have been able to test.
Please advise if I can continue in trying a test by upping your speeds, yes I want to test if it fixes your problem before getting a sales consultant to assist with a better bigger package to make sure it works for you.Please note however as those units belong to us we will be sending somebody to collect them today, should you wish to purchase we will require you to inform us.
Looking forward to getting your issue resolved.
Regards
Madelaine
TT Connect (Pty) Ltd's reply23 Sept 2022, 04:48
Official
Good morning sir.
Trust you are well.
As per our discussion yesterday, the extenders was a test for a week. As I explained to you yesterday the extenders was a test to see if it resolves your issue, no threats of any nature was made, we simply asked you if we could come get them or if you will sign off on them as it has been longer than a week now, no threats to take your equipment, but we have to get our equipment that was borrowed to you for testing purposes back or if you want to keep them have you sign of on them. At no point did we threaten you sir. You sent me a message two days after the installation saying that it dropped on a Friday night but that things where looking better, this was still in the testing period, after that message I did not hear from you again. Once I heard that your connection was still dropping I wanted to try something else where you started telling me I made empty promises. Sir we did not make empty promises, we actually went out of our way to assist as we do not leave those units for testing purposes, I wanted to assist further yesterday when it came to my attention that your issue has not been resolved. You asked for my senior to contact you and I happily agreed that I would get him to contact you. I fail to see how we have not been more than accommodating sir. I offered to up your speeds to test if it would work but was told that we will not make any changes. We have been trying to assist you, no issues have been found on your line sir, hence why I asked if it was a specific device. We are not forcing you to purchase the deco hence we wanted to come get them, should you have upped your speeds as per my request we would have been able to test.
Please advise if I can continue in trying a test by upping your speeds, yes I want to test if it fixes your problem before getting a sales consultant to assist with a better bigger package to make sure it works for you.Please note however as those units belong to us we will be sending somebody to collect them today, should you wish to purchase we will require you to inform us.
Looking forward to getting your issue resolved.
Regards
Madelaine
Trust you are well.
As per our discussion yesterday, the extenders was a test for a week. As I explained to you yesterday the extenders was a test to see if it resolves your issue, no threats of any nature was made, we simply asked you if we could come get them or if you will sign off on them as it has been longer than a week now, no threats to take your equipment, but we have to get our equipment that was borrowed to you for testing purposes back or if you want to keep them have you sign of on them. At no point did we threaten you sir. You sent me a message two days after the installation saying that it dropped on a Friday night but that things where looking better, this was still in the testing period, after that message I did not hear from you again. Once I heard that your connection was still dropping I wanted to try something else where you started telling me I made empty promises. Sir we did not make empty promises, we actually went out of our way to assist as we do not leave those units for testing purposes, I wanted to assist further yesterday when it came to my attention that your issue has not been resolved. You asked for my senior to contact you and I happily agreed that I would get him to contact you. I fail to see how we have not been more than accommodating sir. I offered to up your speeds to test if it would work but was told that we will not make any changes. We have been trying to assist you, no issues have been found on your line sir, hence why I asked if it was a specific device. We are not forcing you to purchase the deco hence we wanted to come get them, should you have upped your speeds as per my request we would have been able to test.
Please advise if I can continue in trying a test by upping your speeds, yes I want to test if it fixes your problem before getting a sales consultant to assist with a better bigger package to make sure it works for you.Please note however as those units belong to us we will be sending somebody to collect them today, should you wish to purchase we will require you to inform us.
Looking forward to getting your issue resolved.
Regards
Madelaine
HB
Henry B's updateReviewer Update
23 Sept 2022, 12:22Good morning Madelaine, as mentioned to you and your technician I still experience intermittent drops. I contacted you multiple times on your cellphone from 29 August till first contact was made on the 16th of September where you only want the Deco units back or I have to pay for it. That is not the solution. Not once have the following being addressed or attempts made to address:
* Why my monthly installment increased without my knowledge/permission?
* Another technician on a call out, told me I will not speak to a manager "As he is THE manager". I wanted to address this with a manager and was refused.
* The same Customer Relationship Manager promised to get a sales consultant to contact me to consider a better tailor made package (higher speeds) once the connectivity issues have been resolved . No contact has been made as yet.
* If the route cause of the problem is my line speed and I do agree to upgrade, the Deco units they force me to purchase cannot work on higher speeds!??
Your email again this morning not once mentioned any of these matters only that you will collect the units or charge me. Is that not a threat? IF you collect it, how did you resolve my problem it? If I pay for it, how is it resolving my problem as I still need to consider if I need to upgrade my package however then the Deco units I am force to pay is not compatible?
I still demand to speak to the MD as promised. Is this another empty promise?
* Why my monthly installment increased without my knowledge/permission?
* Another technician on a call out, told me I will not speak to a manager "As he is THE manager". I wanted to address this with a manager and was refused.
* The same Customer Relationship Manager promised to get a sales consultant to contact me to consider a better tailor made package (higher speeds) once the connectivity issues have been resolved . No contact has been made as yet.
* If the route cause of the problem is my line speed and I do agree to upgrade, the Deco units they force me to purchase cannot work on higher speeds!??
Your email again this morning not once mentioned any of these matters only that you will collect the units or charge me. Is that not a threat? IF you collect it, how did you resolve my problem it? If I pay for it, how is it resolving my problem as I still need to consider if I need to upgrade my package however then the Deco units I am force to pay is not compatible?
I still demand to speak to the MD as promised. Is this another empty promise?
HB
Henry B's update23 Sept 2022, 12:22
Reviewer Update
Good morning Madelaine, as mentioned to you and your technician I still experience intermittent drops. I contacted you multiple times on your cellphone from 29 August till first contact was made on the 16th of September where you only want the Deco units back or I have to pay for it. That is not the solution. Not once have the following being addressed or attempts made to address:
* Why my monthly installment increased without my knowledge/permission?
* Another technician on a call out, told me I will not speak to a manager "As he is THE manager". I wanted to address this with a manager and was refused.
* The same Customer Relationship Manager promised to get a sales consultant to contact me to consider a better tailor made package (higher speeds) once the connectivity issues have been resolved . No contact has been made as yet.
* If the route cause of the problem is my line speed and I do agree to upgrade, the Deco units they force me to purchase cannot work on higher speeds!??
Your email again this morning not once mentioned any of these matters only that you will collect the units or charge me. Is that not a threat? IF you collect it, how did you resolve my problem it? If I pay for it, how is it resolving my problem as I still need to consider if I need to upgrade my package however then the Deco units I am force to pay is not compatible?
I still demand to speak to the MD as promised. Is this another empty promise?
* Why my monthly installment increased without my knowledge/permission?
* Another technician on a call out, told me I will not speak to a manager "As he is THE manager". I wanted to address this with a manager and was refused.
* The same Customer Relationship Manager promised to get a sales consultant to contact me to consider a better tailor made package (higher speeds) once the connectivity issues have been resolved . No contact has been made as yet.
* If the route cause of the problem is my line speed and I do agree to upgrade, the Deco units they force me to purchase cannot work on higher speeds!??
Your email again this morning not once mentioned any of these matters only that you will collect the units or charge me. Is that not a threat? IF you collect it, how did you resolve my problem it? If I pay for it, how is it resolving my problem as I still need to consider if I need to upgrade my package however then the Deco units I am force to pay is not compatible?
I still demand to speak to the MD as promised. Is this another empty promise?
TT Connect (Pty) Ltd's replyOfficial
23 Sept 2022, 13:08Good afternoon.
Please see below answers to your questions:
* Please contact our accounts apartment regarding this as all FREDD customers were informed about the upgrade.
* I was on the call with you on speaker phone I suspect. I could hear my engineer telling you he was joking. I have discussed this with the relevant engineer, as stated to you on our call.
* We first need to test and find where the issue is before I put you thru to a sales consultant, that is, if you have an actual issue, as none of my senior engineers could find any problems on your line. It would not be of any assistance to you if you upped your package if there was an actual fault, hence why I asked if we could test it by upping your speeds to see if this will assist with your issue.
*We are not forcing you to purchase the Deco's, in fact, we are trying to retrieve them from you but you are currently withholding it from us. Please note again that this equipment belongs to FREDD, and we will have to come and collect them today. The original period to test was one week. It has now been longer than a week.
It is not a threat, merely stating a fact that we will have to collect our equipment, equipment which is and remains the property of FREDD that was borrowed to you, sir, for testing purposes. If we upgrade your link and you choose to purchase deco units from us we will provide the proper units that will be compatible with the speeds you choose to upgrade to.
The fact, however, remains sir, we have been trying to assist you in resolving this matter, but you are continuously requesting to speak to my seniors.Not working with us is not assisting us in resolving the matter.
I would also like to state that I have not made any empty promises to you but have gone out of my way to assist as no issues were found on your link, to begin with?
Again, my agent will be contacting you for collection, if you choose not to respond or return our equipment, you will be billed for it as per my email communication to you earlier. Please expect a call from my agent and kindly advise if we can go ahead with testing the higher speeds. If you wish to purchase Decos once we have tested your speeds, we will be more than willing to assist.
Thank you
Regards
Madelaine
Please see below answers to your questions:
* Please contact our accounts apartment regarding this as all FREDD customers were informed about the upgrade.
* I was on the call with you on speaker phone I suspect. I could hear my engineer telling you he was joking. I have discussed this with the relevant engineer, as stated to you on our call.
* We first need to test and find where the issue is before I put you thru to a sales consultant, that is, if you have an actual issue, as none of my senior engineers could find any problems on your line. It would not be of any assistance to you if you upped your package if there was an actual fault, hence why I asked if we could test it by upping your speeds to see if this will assist with your issue.
*We are not forcing you to purchase the Deco's, in fact, we are trying to retrieve them from you but you are currently withholding it from us. Please note again that this equipment belongs to FREDD, and we will have to come and collect them today. The original period to test was one week. It has now been longer than a week.
It is not a threat, merely stating a fact that we will have to collect our equipment, equipment which is and remains the property of FREDD that was borrowed to you, sir, for testing purposes. If we upgrade your link and you choose to purchase deco units from us we will provide the proper units that will be compatible with the speeds you choose to upgrade to.
The fact, however, remains sir, we have been trying to assist you in resolving this matter, but you are continuously requesting to speak to my seniors.Not working with us is not assisting us in resolving the matter.
I would also like to state that I have not made any empty promises to you but have gone out of my way to assist as no issues were found on your link, to begin with?
Again, my agent will be contacting you for collection, if you choose not to respond or return our equipment, you will be billed for it as per my email communication to you earlier. Please expect a call from my agent and kindly advise if we can go ahead with testing the higher speeds. If you wish to purchase Decos once we have tested your speeds, we will be more than willing to assist.
Thank you
Regards
Madelaine
TT Connect (Pty) Ltd's reply23 Sept 2022, 13:08
Official
Good afternoon.
Please see below answers to your questions:
* Please contact our accounts apartment regarding this as all FREDD customers were informed about the upgrade.
* I was on the call with you on speaker phone I suspect. I could hear my engineer telling you he was joking. I have discussed this with the relevant engineer, as stated to you on our call.
* We first need to test and find where the issue is before I put you thru to a sales consultant, that is, if you have an actual issue, as none of my senior engineers could find any problems on your line. It would not be of any assistance to you if you upped your package if there was an actual fault, hence why I asked if we could test it by upping your speeds to see if this will assist with your issue.
*We are not forcing you to purchase the Deco's, in fact, we are trying to retrieve them from you but you are currently withholding it from us. Please note again that this equipment belongs to FREDD, and we will have to come and collect them today. The original period to test was one week. It has now been longer than a week.
It is not a threat, merely stating a fact that we will have to collect our equipment, equipment which is and remains the property of FREDD that was borrowed to you, sir, for testing purposes. If we upgrade your link and you choose to purchase deco units from us we will provide the proper units that will be compatible with the speeds you choose to upgrade to.
The fact, however, remains sir, we have been trying to assist you in resolving this matter, but you are continuously requesting to speak to my seniors.Not working with us is not assisting us in resolving the matter.
I would also like to state that I have not made any empty promises to you but have gone out of my way to assist as no issues were found on your link, to begin with?
Again, my agent will be contacting you for collection, if you choose not to respond or return our equipment, you will be billed for it as per my email communication to you earlier. Please expect a call from my agent and kindly advise if we can go ahead with testing the higher speeds. If you wish to purchase Decos once we have tested your speeds, we will be more than willing to assist.
Thank you
Regards
Madelaine
Please see below answers to your questions:
* Please contact our accounts apartment regarding this as all FREDD customers were informed about the upgrade.
* I was on the call with you on speaker phone I suspect. I could hear my engineer telling you he was joking. I have discussed this with the relevant engineer, as stated to you on our call.
* We first need to test and find where the issue is before I put you thru to a sales consultant, that is, if you have an actual issue, as none of my senior engineers could find any problems on your line. It would not be of any assistance to you if you upped your package if there was an actual fault, hence why I asked if we could test it by upping your speeds to see if this will assist with your issue.
*We are not forcing you to purchase the Deco's, in fact, we are trying to retrieve them from you but you are currently withholding it from us. Please note again that this equipment belongs to FREDD, and we will have to come and collect them today. The original period to test was one week. It has now been longer than a week.
It is not a threat, merely stating a fact that we will have to collect our equipment, equipment which is and remains the property of FREDD that was borrowed to you, sir, for testing purposes. If we upgrade your link and you choose to purchase deco units from us we will provide the proper units that will be compatible with the speeds you choose to upgrade to.
The fact, however, remains sir, we have been trying to assist you in resolving this matter, but you are continuously requesting to speak to my seniors.Not working with us is not assisting us in resolving the matter.
I would also like to state that I have not made any empty promises to you but have gone out of my way to assist as no issues were found on your link, to begin with?
Again, my agent will be contacting you for collection, if you choose not to respond or return our equipment, you will be billed for it as per my email communication to you earlier. Please expect a call from my agent and kindly advise if we can go ahead with testing the higher speeds. If you wish to purchase Decos once we have tested your speeds, we will be more than willing to assist.
Thank you
Regards
Madelaine