After Sales Service None Existing
Vox seems to be one of those companies that has a decent product offering, but they are unable to back it up with good service and support. They are more focused on sales, but after sale service is severely lacking.
Opened a new account beginning of August and requested them to port my Telkom number at the same time - was assisted by Gavin Thompson. I was informed that the porting would take approximately 21 days. Followed up after 30 days on the progress of the porting process, only to be asked to complete another set of documents to commence the porting process. I had to just assume that they messed up the initial instruction and I now have to restart the process. All I expected from them was a telephone call apologising for the oversight and a commitment to get is done as soon as possible. Unfortunately that is too much to ask from Vox Telecom.
I asked the consultant, Tracy Kleynhans, to give me a call. Had to send a second email two days later asking again for her to call me. After the second email, I received a one ring missed call on my mobile phone (I had the phone in my had when it rang - I could not even begin to answer the call when it stopped ringing). Received an email reply from Tracy that she was not able to get hold of me via telephone.
I asked her to get the Sales Manager to give me a call - No Response. Called the Call Centre Number. Managed to get to a very sympathetic lady in the service department, who promised to give the message to the Sale Manager. Still no response.
I have no problem with my line speeds or the actual service once it is installed. But once things go wrong, which happens in any business, you need confidence to know that you will receive the necessary support and commitment from the company to resolve the issues. Vox fails in this regard. Provided nothing ever goes wrong on your line, you will love Vox, but if things go wrong, don't expect any support. Log the call and follow up daily, because you are on your own!!
If they sharpen up their service recovery team, they could be a world class company.