1 reviews | Active since Oct 2013
VOX TELECOM BAFFLED BY FACTORY FAULT PROBLEM & UNABLE TO ASSIST
Since mid-January, I've been trying to replace the power cable to my fixed router (ZTE MF68C). The plastic covering has pulled back from a plug inserted in the router, connecting it to the power supply. This has exposed the copper wire, which is dangerous - and the router has therefore stopped functioning.
Two sets of wires are no longer separated as they enter the plug - and the cable is so thin it's impossible to know where one set ends and the other begins. As a result, the break cannot be fixed with insulating tape.
I've received numerous support centre tickets acknowledging my query, which was sent to a sister company for technical advice. They told me I need to purchase a new cable, which they say is a standard design carried by most computer spare shops.
Unfortunately, I have been unable to find a replacement cable - so, I'm paying for a service I have not used for a month because of what I firmly believe is a factory fault.
Last week, a member of staff called to ask if I'm satisfied with the service overall. I told her I'm paying for a service I'm no longer able to use. She clearly had no knowledge of the problem and promised to see what could be done. I have heard nothing more but have been issued with yet another ticket.
The service is generally good - but this problem has not been handled well. Not at all ...
The bad news is, they told me what I already know.
Yes, I know I own the modem and it's therefore my responsibility to purchase a new power cable. The problem is there aren't any to be found here in sunny South Africa's mother city, Cape Town - apparently.
I need a ZTE STC A1215C55A-A adaptor. Amazon have them (in the US). But nobody here seems to ...
Which brings me to the more general problem I have with South African help desks. Their personnel seem incapable of thinking on their feet, outside the training manual box.
A stock standard answer is NOT what most people are looking for - but it's all you get from South African customer service and call centre staff.
The bad news is, they told me what I already know.
Yes, I know I own the modem and it's therefore my responsibility to purchase a new power cable. The problem is there aren't any to be found here in sunny South Africa's mother city, Cape Town - apparently.
I need a ZTE STC A1215C55A-A adaptor. Amazon have them (in the US). But nobody here seems to ...
Which brings me to the more general problem I have with South African help desks. Their personnel seem incapable of thinking on their feet, outside the training manual box.
A stock standard answer is NOT what most people are looking for - but it's all you get from South African customer service and call centre staff.
Thank you for your review.
Kindly note that the details of your query has been sent to the Sales team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Sales team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thanks to Natalie van Rooyen from DSL Telecom for locating a replacement power cable at Takealot. I ordered two (just in case the same thing happens again), they arrived today - and my fixed router is now functioning normally.
It's a great pity her colleague, Estevan Gouws, didn't tell me about Takealot when he responded to my complaint on 31 January. It was first logged nine days earlier ...
Vox and DSL Telecom need to improve their inter-company channels of communication!
Thanks to Natalie van Rooyen from DSL Telecom for locating a replacement power cable at Takealot. I ordered two (just in case the same thing happens again), they arrived today - and my fixed router is now functioning normally.
It's a great pity her colleague, Estevan Gouws, didn't tell me about Takealot when he responded to my complaint on 31 January. It was first logged nine days earlier ...
Vox and DSL Telecom need to improve their inter-company channels of communication!