LOSS OF CLIENT DUE TO POOR SERVICE DELIVERY FROM VOX

I’ve been a reseller for Vox Telecommunications since 2012. Selling band-with and telephony products. With the unpredicted or planned hard lock as per government regulations last year we were forced to shut down and services came to an immediate halt.

As a result one of my clients; who has several nationwide branches requested a 3 month price reduction due to their business being completely shutdown over this hard lock down period, this request was denied as we were still in contract for the said period of time. I’ve asked this same request of my other supplier; Vodacom, who immediately allowed us to downgrade our lines to 5mbs to compensate for the loss of my clients business being shut and assist with cutting their cost. The client was obviously quite unhappy with the feedback and service received from Vox as this was an unforeseen global pandemic and the situation could have been reviewed on a case by case matter.

As our contracts ended with Vox in January 2021, we have been billed on a month to month bases. Vox would only allow a price reduction on the bases of signing a new contract which the client was unable to do due to the uncer*****y of business during Covid. My client was promised by the National Manager a full months refund as one of their branches was down due to no connectivity, this promise has not been fulfilled by Vox

In addition, as we have been paying the same rate of fibre which was fixed for the past 4 years, Vox are not allowing us to be billed their new rate which is far cheaper and almost half the price that we are currently paying and quite evidently available to their other clients.

As a result, my client has given me a 30 day notice to cancel all services with Vox which I have officially submitted only to be informed that the notice period is 3 months and not 30days as stated with my contract with them. This will lead to a legal matter as I am unable and unwilling to cover the cost for the additional months.

After all these years of service, I’m highly disappointed in Vox and have lost my biggest client due to this