Item: Vox Telecom
Rating: 1
Author: riedwaan.bassadien riedwaan.bassadien

Vox Telecom's replyOfficial

04 Jul 2023, 13:57

Good day, Riedwaan

Thank you for your review.

Kindly note that we have escalated the details of your complaint to the Support Management team for urgent assistance.

We will contact you shortly to assist further,

Kind Regards,
Vox

Vox Telecom's reply04 Jul 2023, 13:57

Official

Good day, Riedwaan

Thank you for your review.

Kindly note that we have escalated the details of your complaint to the Support Management team for urgent assistance.

We will contact you shortly to assist further,

Kind Regards,
Vox

rr

riedwaan.bassadien riedwaan.bassadien's updateReviewer Update

04 Jul 2023, 14:02

My formal complaint:

Dear Vox,

I am writing to express my deep disappointment and frustration with the level of service I have received as a loyal premium customer of yours for the past six years. It is with great dismay that I inform you that I have been without internet access for a staggering six days now, and the experience of dealing with your support team has been nothing short of a nightmare. In fact, it can only be compared to the dysfunctionality of a government department.

Allow me to outline a few of the appalling experiences I have had to endure:

First and foremost, the waiting time on your support hotline is absolutely outrageous. On average, I have had to wait in line with a staggering 12 people ahead of me. When I finally manage to reach a support representative, they often have the audacity to ask me to hold the line, only to either transfer me without any notification or abruptly disconnect the call altogether, without bothering to call me back. This is completely unacceptable and demonstrates a complete lack of professionalism on your part.
Adding insult to injury, there is no direct option to contact your customer service department from the phone menu. I am forced to navigate through various options, such as sales, before being transferred to the correct department. It is not my responsibility as a customer to figure out how Vox Telecom operates. The least you can do is provide a straightforward and accessible pathway to customer service.
The most glaring issue is the extreme lack of urgency and care exhibited by your staff. As someone who strives to live an intelligent digital life, the inability to perform basic tasks such as remotely opening my gate or even streaming entertainment through services like Netflix or music streaming platforms has been a major setback. It is astonishing that a service provider like Vox fails to understand the significance of these modern conveniences and the impact their absence has on their customers' daily lives.
Furthermore, I am appalled by the complete lack of updates regarding my queries to Vox. It seems that the burden is always on me, the customer, to constantly reach out and demand any form of feedback. This lack of proactive communication is inexcusable and only adds to the frustration and dissatisfaction I feel towards your company.
To add insult to injury, due to the prolonged outage, I have been forced to purchase additional mobile data from Vodacom in order to continue my work from home. This not only causes unnecessary inconvenience but also incurs an additional cost for me as a customer. It is utterly unacceptable that I am expected to bear this burden and pay for services I should already be receiving from Vox.

Furthermore, as a direct consequence of the abysmal service I have received, I have made the decision to cancel my subscription to Vox. It is disheartening to note that despite this significant action on my part, nobody from your company has bothered to reach out and inquire about what can be done to rectify the situation or salvage our business relationship. This complete lack of interest or effort to retain a long-standing customer speaks volumes about your company's disregard for customer satisfaction.
At this point, I can only assume that Vox has accepted defeat and has no intention of improving its services or addressing the concerns of its customers. It is truly disappointing to witness the downfall of a company that once prided itself on excellent customer service.
In light of these circumstances, I request an immediate cancellation of my subscription and a confirmation of the termination of any contractual obligations between myself and Vox.
I expect a prompt response acknowledging the cancellation and outlining the necessary steps to conclude our business association.
I sincerely hope that my feedback serves as a wake-up call for Vox, prompting you to re-evaluate your customer service practices and make the necessary improvements to regain the trust and loyalty of your customers.

rr

riedwaan.bassadien riedwaan.bassadien's update04 Jul 2023, 14:02

Reviewer Update

My formal complaint:

Dear Vox,

I am writing to express my deep disappointment and frustration with the level of service I have received as a loyal premium customer of yours for the past six years. It is with great dismay that I inform you that I have been without internet access for a staggering six days now, and the experience of dealing with your support team has been nothing short of a nightmare. In fact, it can only be compared to the dysfunctionality of a government department.

Allow me to outline a few of the appalling experiences I have had to endure:

First and foremost, the waiting time on your support hotline is absolutely outrageous. On average, I have had to wait in line with a staggering 12 people ahead of me. When I finally manage to reach a support representative, they often have the audacity to ask me to hold the line, only to either transfer me without any notification or abruptly disconnect the call altogether, without bothering to call me back. This is completely unacceptable and demonstrates a complete lack of professionalism on your part.
Adding insult to injury, there is no direct option to contact your customer service department from the phone menu. I am forced to navigate through various options, such as sales, before being transferred to the correct department. It is not my responsibility as a customer to figure out how Vox Telecom operates. The least you can do is provide a straightforward and accessible pathway to customer service.
The most glaring issue is the extreme lack of urgency and care exhibited by your staff. As someone who strives to live an intelligent digital life, the inability to perform basic tasks such as remotely opening my gate or even streaming entertainment through services like Netflix or music streaming platforms has been a major setback. It is astonishing that a service provider like Vox fails to understand the significance of these modern conveniences and the impact their absence has on their customers' daily lives.
Furthermore, I am appalled by the complete lack of updates regarding my queries to Vox. It seems that the burden is always on me, the customer, to constantly reach out and demand any form of feedback. This lack of proactive communication is inexcusable and only adds to the frustration and dissatisfaction I feel towards your company.
To add insult to injury, due to the prolonged outage, I have been forced to purchase additional mobile data from Vodacom in order to continue my work from home. This not only causes unnecessary inconvenience but also incurs an additional cost for me as a customer. It is utterly unacceptable that I am expected to bear this burden and pay for services I should already be receiving from Vox.

Furthermore, as a direct consequence of the abysmal service I have received, I have made the decision to cancel my subscription to Vox. It is disheartening to note that despite this significant action on my part, nobody from your company has bothered to reach out and inquire about what can be done to rectify the situation or salvage our business relationship. This complete lack of interest or effort to retain a long-standing customer speaks volumes about your company's disregard for customer satisfaction.
At this point, I can only assume that Vox has accepted defeat and has no intention of improving its services or addressing the concerns of its customers. It is truly disappointing to witness the downfall of a company that once prided itself on excellent customer service.
In light of these circumstances, I request an immediate cancellation of my subscription and a confirmation of the termination of any contractual obligations between myself and Vox.
I expect a prompt response acknowledging the cancellation and outlining the necessary steps to conclude our business association.
I sincerely hope that my feedback serves as a wake-up call for Vox, prompting you to re-evaluate your customer service practices and make the necessary improvements to regain the trust and loyalty of your customers.

Vox Telecom's replyOfficial

14 Jul 2023, 09:56

Good day, Riedwaan

Thank you for your patience while this matter was being investigated.

Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Vumatel restored the link.
We have received the request to cancel the services and the cancellation request has been actioned accordingly.

Should you require any further assistance, please do not hesitate to contact us.

Kind Regards,
Vox

Vox Telecom's reply14 Jul 2023, 09:56

Official

Good day, Riedwaan

Thank you for your patience while this matter was being investigated.

Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Vumatel restored the link.
We have received the request to cancel the services and the cancellation request has been actioned accordingly.

Should you require any further assistance, please do not hesitate to contact us.

Kind Regards,
Vox

Worst customer service