1 reviews | Active since Nov 2017
Vox ISP's complete failure deliver customer satisfaction
On 30/9 Vox who are my ISP, replaced their router as it was not functioning. The tech noted it was surge damaged and indicated I would need to pay for its replacement. I advised him that I do not agree and would take it up with his management. I duly signed the job card to confirm the work had been done, not accepting the charge. On receipt of the bill (after it was deducted from my account without my consent), I wrote querying the basis of the charge. after a long length of time I was referred to the T&C's which state clearly, if the customer causes damage, the customer pays. I have repeatedly asked how they believe the customer caused the damage, I get the same email that replies "you signed the job card". This mindless repeated drivel takes 1 to 2 weeks to receive in reply and calling gets you promises of "I will call you back" - that does not happen. The market dominance of Vox has led them to a position of lethargic indifference that will see them falling from that position. You can not reply on this level of service and believe that you will prosper. If I was a manager in this organisation, I would hang my head in shame. if I was a shareholder, I would demand change - beyond unacceptable. In this instance, the market forces have blown me to another ISP.
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest.
Please note that we will not reply on HelloPeter, but will communicate to you on our official company communication platforms as per our website.
Kind Regards,
Vox
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest.
Please note that we will not reply on HelloPeter, but will communicate to you on our official company communication platforms as per our website.
Kind Regards,
Vox
Your position on replying privately is noted. I on the other hand, do not have such a policy hence will report back on this platform with regards to how exactly this is escalated.
For the record:
Ticket lodged w.r.t router failing - 29 Sept '21
Router replaced - 30 Sept '21 (commendable turnaround time)
Query regarding charges lodged - 7 Oct '21
Response from Vox to above query received - 3 Nov '21 (thats just short of 4 weeks to send an email)
Response by me to above, in great detail rebutting the basis for the charge - 3 Nov '21 (thats the same day in case thats not obvious)
Response from Vox to the above mail - 19 November '21 (more than two weeks to repeat what has been said before verbatim, no further facts, opinion or anything as to why the charge is applicable.
I decide its time to call as the written word is a challenge - 23 Nov '21. Agent appears to agree with my logic and promises to call back. Doesnt.
I send a follow up mail asking why I was not called back - 1 Dec '21
Vox replies via email - 6 Dec 21' This mail is from the same service agent from 19 Nov email and 23 Nov call, with the same content, verbatim to the 19 Nov email.
I again try call to get sensible engagement - 6 Dec '21 and speak to the same consultant who, to be fair sounds like she is trying without support internally. I get asked to send a mail to the real customer care on talks2us ...its been 24 hours since that mail was sent.
Your position on replying privately is noted. I on the other hand, do not have such a policy hence will report back on this platform with regards to how exactly this is escalated.
For the record:
Ticket lodged w.r.t router failing - 29 Sept '21
Router replaced - 30 Sept '21 (commendable turnaround time)
Query regarding charges lodged - 7 Oct '21
Response from Vox to above query received - 3 Nov '21 (thats just short of 4 weeks to send an email)
Response by me to above, in great detail rebutting the basis for the charge - 3 Nov '21 (thats the same day in case thats not obvious)
Response from Vox to the above mail - 19 November '21 (more than two weeks to repeat what has been said before verbatim, no further facts, opinion or anything as to why the charge is applicable.
I decide its time to call as the written word is a challenge - 23 Nov '21. Agent appears to agree with my logic and promises to call back. Doesnt.
I send a follow up mail asking why I was not called back - 1 Dec '21
Vox replies via email - 6 Dec 21' This mail is from the same service agent from 19 Nov email and 23 Nov call, with the same content, verbatim to the 19 Nov email.
I again try call to get sensible engagement - 6 Dec '21 and speak to the same consultant who, to be fair sounds like she is trying without support internally. I get asked to send a mail to the real customer care on talks2us ...its been 24 hours since that mail was sent.
Thank you for your patience whilst this matter was being attended to.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards
Vox
Thank you for your patience whilst this matter was being attended to.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards
Vox