A Postive Vumatel Complaint...

Dear Vumatel,

I have experienced the worst service of my life with you this week. You remind me of how it was to deal with Telkom on a bad day. I would rather sit through a live Nickelback concert than deal with you again. Apparently you recently upgraded to a very flawed new portal and as a result your service has gone down the drain. Firstly, it took 2 weeks to cancel my line because you could not pick up an active service at my premises. Once it eventually cancelled the line, my new provider could not activate the new service because according to your ISP portal, the line is still occupied by another provider.

It cost me phoning you +5 times to try and resolve this issue. Your agents see a vacant line on their system, my ISP does not. To your agents, this concept was more confusing than a Stanley Kubrick film. Your agents could not comprehend how it’s possible to have a discrepancy in your system. It was like trying to explain rocket science to a 3 year old. I keep speaking to new agents every time and have to re-explain everything over and over again. Your agents keep telling me they will get back to me and then blatantly don’t. I also despise the fact that you make your clients play middle man between you and data providers. This makes absolutely no sense to me. What you are doing is the same as me explaining quantum computing in detail to my 3 year old daughter and then asking her to go and explain it to her mother. Your Vuma heroes keep telling me the fault is not on your end and I should speak to my data provider, even though I know the fault is 100% on your side.

The only reason this is not actually a complaint is because of one out of 6 agents I spoke to during my nightmare. After a lot of frustration, my final call was transferred to a young lady called Kelly Grewar. Feel free to quickly make a note of this name on your chalkboard. This modern day protagonist explained to me exactly what caused the issue and how she plans on fixing it. From what I could understand, she was dissecting your mess of a process and is trying to conduct open heart surgery blindly. She was the only Vumatel employee to admit that the fault is actually on Vumatel’s side. She promised to fix the line even if I have to get in touch with her after hours. She even said her work email is linked to her mobile phone. She also said she will do her best to get my internet back as soon as possible as she understands I run an internet based business. Never forget, some of your clients experience real financial loss if you are *********** in performing basic tasks. I kid you not, an hour later I was connected and browsing the interweb for interesting funnel cake recipes.

She figured out if she cancelled the original order and simply recreated it, the order can be processed by the ISP. She got in touch with my ISP directly and arranged for my activation. In case you are missing the point, this is what your customer service is supposed to be… If she was the first agent to speak to me, I would have phoned every person in my contact list to tell them how amazing your service is. Unfortunately, I had to speak to every other agent to your disposal and they all sucked.

My humble advice to Vumatel is to promote this Kelly Grewar to chief of staff at Vumatel and let her train all your employees on how to handle customers. I assure you, your investment in her will pay your future bills. If I had the means, I would start my own fibre infrastructure company just to hire her…

There is a good reason why 91% of your reviews on HelloPeter are 1 star… (Based on 1824 reviews)