Mediocre service from Vox on new order

I have been a Vox customer for quite a while and overall I am fairly happy with their service, however, their service with regard to the new LTE-A order I have placed really was mediocre. It seems like they have serious communication issues between their different departments, launching new products without being ready, not giving sales people proper information and feedback and not even trying to go the extra mile for their customers.

I have ordered the new LTE-A on 11 September and had all the documents to them on the next day. Since then Sales have been trying to get the product managers to sort out issues and load it onto the billing system. I have explained to them that my telephone company is coming to do the installation today and that I need the equipment in place, as the gateways need to be configured etc. They only respond to me when I email them. No communication from me means no updates.

On Friday I spoke to the sales manager and he told me it will be loaded today. I arranged with him that I will send my driver through and collect the hardware, which will save me a R800 call out fee. Come today, the product is finally available, but they will not me collect it. The product manager insist it needs to be installed by their engineers.

Seriously, plugging in a sim card and configuring a modem and aligning an external antenna does not require a genius. Seriously Vox, I know you guys can do better. Time for some meetings and sort out internal communication and start putting your customers first.