Vox "Service"

The following is a high-level overview of my situation:

2 February: I logged 2 tickets with them. One was to have the UPS fixed/replaced and the other to request when my contract for the fiber connection ends.

Nobody contacted me regarding the fiber contract. I did receive a call regarding the UPS and the agent requested pictures, which I have sent to him. Again, I had to call them to follow up and various calls went unanswered. 3 February: I posted a message on their Facebook page. I was contacted the following day with the promise that Support will contact me shortly, which didn’t happen.

7 February: I logged another ticket, and a technician came out to fix the UPS. Finally, I had a working UPS.

9 March: I had load shedding and I realized that the UPS is not working. I called Support and requested a callback as I cannot spent another fortune on airtime.

I also left a message on their Facebook page and received the reference number VOX***9.

I was not called back but received an SMS the following morning blaming their callback function for not responding and an invitation to call them for support!!!

10 March: I logged another ticket and was told the turnaround time is 8 hours, ref number VOX***0.

The technician who previously helped me with the UPS, contacted me to inform me that he is off sick. Unfortunately, Vox is unable to manage their tickets and I had to post yet another message on Facebook asking them to address the issue.

16 March: A different technician came out and brought a new UPS, which wasn’t charged. We arranged that I would charge and test it and then notify him of the results. I have sent him 2 SMSs at different times that evening notifying him that the new UPS is not working.

Why am I so upset about their lack of Support I wonder?

On 11 March my employer informed us that load shedding will no longer be acceptable for not attending a meeting or a training session. As our offices are in Cape Town, I cannot go to the office to attend as I am in Johannesburg, therefore, I thought a UPS is the logic alternative.

I have NEVER missed a payment, yet when I need the UPS it is failing me.

Vox is not giving adequate support, which I consider a breach of our contract. Yet, when I asked them to cancel the contract, I was told that I’ll be fined R2 500,00!

To call their Support takes at least 2 minutes just to be inline to hopefully be connected to a helpful agent. Therefore, even if you don’t get through to Support, you have spent airtime listening to their wait messages, which cannot be skipped even if they are not relevant to your situation.

I have spoken to Vox staff and even on their Facebook page, it’s clear to me that my situation is not isolated.