Hellopeter
Share Your Experience
RN
Reinette N

1 reviews | Active since Sept 2019

13 Nov 2024, 08:09

I will NEVER use VOX service again. Second complaint!!!

I am incredibly frustrated with the way my recent service issue has been handled. My tickets keep getting closed after I specifically called in to arrange for the router to be collected at the correct address. Instead, your team went to the wrong address without informing me that the original collection couldn’t be completed. How is this acceptable?

I’ve had to chase down information on my own, and each time I call to correct the error, the ticket is simply closed without resolution or follow-up. This lack of communication and failure to address my issue is completely unacceptable and has wasted my time.

I expect a prompt response and assurance that my router will be collected at the correct address without further delays or unnecessary complications. This issue needs to be resolved once and for all, and I would appreciate a direct point of contact until it is.

I will NOT pay for this router because of your incompetence!!!!

0
Replies (3)
Vox Telecom
Vox Telecom's reply13 Nov 2024, 08:19
Official
Good day, Reinette N
  
Thank you for your review.
Kindly note that we have escalated your enquiry.
 
We will investigate the matter and provide feedback to you soonest.

 Kind Regards, 
Vox  
RN
Reinette N's update14 Nov 2024, 10:52
Reviewer Update
So yesterday Lerato Phoned me wanting to come to an agreement that I should pay for the courier and get the device to your branch... Why? Because the warehouse /store manager said that it was my responsibility to make sure that the address was updated... And Vox is not responsible at all? VOX delivered the device to the NEW Address, yet you wanted to collect it at my old address?. On the initial call in April after we moved in, I even said that we moved and specified my new address, why did Vox not update my details there and then?

Whoever so bluntly just decided that he/she will not send another courier, aggravated me even more.... How is this trying to help a customer???

Where is your customer experience? This is not how you deal with a complaint like this. obviously, you did not get the right people involved to sort out this issue.

I will NOT pay for the courier and I will NOT pay for the device...
Vox Telecom
Vox Telecom's reply22 Nov 2024, 09:52
Official
Good day,Reinette 
 
 Thank you for your patience whilst this matter was being investigated. 
 
Kindly note that we have received confirmation from the Accounts team that the billing query has been resolved. 
The hardware was booked back and the necessary amendments have been made on your Vox Account.

Regards
Vox