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1 reviews | Active since Sept 2017

18 Jan 2018, 16:57

INSTALLATION ERRORS & STILL CHARGES THE CUSTOMER!!

VOX setup their system on 6 Dec 2017 installing a microtik router and supposedly 50meg line. For six weeks I had endless problems and for most of the period NO SERVICE and the router WIFI reached 0.5m. I worked patiently with novices/trainees over the phone for hours to try to resolve. I explained there was an issue with their router from Day 1 which they refused to change without charging for a call out technician. Further the service kept cutting off and was down for days. Only in the new year did they find the issue out - the orginal SETUP on their side was WRONG!! On top of this I replaced their FAULTY ROUTER with my APPLE AIRPORT and the connection worked a dream - I told them to collect their router which they still have n't done. I requested a refund for the six weeks as I had no service and reimbur*****t for the router - their technical department said they would process this with billing team.

Every month or two I follow up with them - email, online chats and calls. And every time they come back closing the ticket saying this was in the past!! I have requested my emails to be escalated to their MD but no-one does - WONDER WHY?

Their customer experience manager was told that 3 people had chatted to me last week - even their internal comms don't work as no-one ever called me!!

I HAD NO SERVICE THE FIRST SIX WEEKS AND AWAIT MY CREDIT! FURTHER PLEAE COLLECT YOUR FAULTY MICROTIK (FAULTY FROM DAY 1) AS I HAD TO USE MY OWN ROUTER!

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Replies (4)
Vox Telecom
Vox Telecom's reply18 Jan 2018, 18:45
Official

Good evening,

Thank you for bringing this to our attention. Kindly note that we are currently investigating your complaint and will be in contact with you soon.

Kind Regards,

Vox

Vox Telecom
Vox Telecom's reply22 Jan 2018, 09:03
Official

Good day Mr. Andrews

Kindly note that we have not been able to get a hold of you since Friday.

We have confirmed with our Technical Department that you had problems with your Wi-Fi range in the period of December 2016/January 2017. You were advised to look into getting Wi-Fi range extenders at the time. Please also note that it was not determined that the setup of your router was done incorrectly. Our Technical Department confirmed with you that your Mikrotik router is not faulty.


The Accounts Department has been in contact with you and advised you that we will not be able to provide you with credit for the time period that you requested as you did not have any downtime. We have also advised you that Wi-Fi signal throughout your house is not guaranteed.


We are aware that you decided to make use of your own router, however we still maintain that is was never established that your router is faulty. Unfortunately we cannot compensate you for your choice to use an alternative router.

Should you have any further queries, please do not hesitate to contact our 24/7 Customer Service Center *** | ***


Kind Regards,


VoxTelecom

DA
D A's update09 Feb 2018, 11:52
Reviewer Update
Again NO-ONE is listening and your internal departments are not being honest - no-one from accounts contacted me. I had your social media contact me and we run through the story. She promised to re-escalate and assured me I would get a call the same week! STILL WAITING. In short your senior technical guy admitted that the fault was on your side in JANUARY 2017 relating to the original setup from DECEMBER 2016 - I DID N'T RECEIVE SERVICE YET YOU BILLED ME! I was assured that this would be advised to your accounts department but it seems this never was. How can they claim that the MICROTIK router works as no one ever came out to check it or collect it? However, using my own router solved the issue and works. Simple deduction would be if one works and the other doesn't then one must be faulty? TAKE OWNERSHIP OF YOUR MISTAKES PLEASE. (PS would have sent this earlier but your POP SERVER was down today!)
Vox Telecom
Vox Telecom's reply09 Feb 2018, 15:58
Official

Good day, Dean,


After our Team has received your complaint, a full investigation was conducted( more than once ) and a complete summary of facts was done.

No substantial evidence was found that there was in fact downtime or that the router was faulty.


This was escalated to Senior Management level who reviewed the problems you have raised as well as all the facts provided.

The decision was made then that the credits have been declined and the matter is considered closed.

Regards,

Vox