Clueless in customer service

Early in January, I called to check if Fiber to home was available in Claremont, Cape Town area. I was informed it was, and that they could install within 4-6weeks. I was informed they would be doing the installation on the 1st February 2018 at 3pm. Octotel the installers arrived at 4.15pm. On supposed "completion" of installation I was told that the fiber from the manhole to the property had not been installed as yet. They could not tell me when this would happen. I followed up with Octotel who told me it would be done on the 26th February (25 days later.) I followed up with Vox, who were clueless. They promised to get back to me the next day, which never transpired. 3 days later I called them. They once again promised to get back to me and that they needed to speak to Octotel. On the 9th February I called again and spoke with the Sales Manager. He said he would get back to me. Later the sales rep called me back and said she would speak with Octotel and let me know. Today is the 20th February and NOBODY has called me back. 19 days have passed since the half "installation" was done and I am still awaiting a better understanding when they will complete the work.

Its ridiculous that my Service Provider thinks so little of its clients to not keep them up to date on things like installation. Even worse, the need NOT to get back to them. I am ever sorry I signed a contract with them based of what I had heard was a good service provider. They cannot keep passing the buck onto Octotel, after all Vox is my service provider. Or should it be NON-SERVICE PROVIDER!

Wake up Vox!!! You can do better than this.