As bad as always

I have previously reported on the terrible service experience with the Vumatel call centre and lack of feedback as well as slow progress with calls logged. As luck (very loosely speaking) would have it, my internet went down on 14 February. I reported the problem with my ISP and we established immediately that the problem is with the fibre connection. They reported the problem to Vumatel, and then radio silence ensued. By Friday 16 February they escalated the query; still no feedback or estimate of when the problem will be fixed. Saturday the same story. By Sunday they indicated they will have to escalate to Vumatel management on Monday as they could not get any useful feedback from the call centre. Lo and behold! At about 6:30 PM on Sunday 18 February two technicians pitch up. It takes them all of 15 minutes to identify the problem. Another 30 minutes and it is fixed. While they were still there Vumatel called to confirm that the problem is solved and can they close the call. On asking about the delay to attend to my problem the reply was that it showed as outstanding for "only" 28 hours on their system. I have this experience before where someone closes the call in the Vumatel office and then your query gets reset to start counting again. I don't think they appreciate that I did not opt for fibre to check my e-mails once a week. I pay for a consistent, fast and reliable service and expect to get it!