1 reviews | Active since Jul 2014
Charmaine and Conrad - Awful customer service
<p>Another week, another disappointing Vumatel experience. After last reporting a post on Hello Peter, I got a call from a lady named Charmaine who gave me her cell phone number and promised that I could call or message her anytime day or night for updates. I was told again that the testing was at 95 % but there was a problem with a cable and I would have to wait a month whilst permission to dig up the road was granted from JRA. The same she called me and said that my complex was a priority and I would receive a call by the end of last week to schedule an installation. That call was not received. On Monday I called her for an update and she said that the man responsible was in a meeting and she would call me back. She did not call me back. On Tuesday I was told that they could not do anything due to the rain. On Wednesday, there was no rain. After calling her a couple of times, I finally got hold of her and spoke to project manager, Conrad. He told me that the complex was ready and that testing was done on the weekend but a few units were not connecting. I gave him my unit number and cell phone and asked him to update me. He said that he would and even promised to add me to a Whatsapp group for general updates (very professional!!!). I have called Charmaine twice today and her phone rings to voicemail. I have left 3 messages asking for an update. This team is now obviously avoiding my calls and I am no closer to answers. I have found my experience with Vumatel nothing short of frustrating. Expectations are set and never met. I can only assume that is to placate the client to buy more time. I have spoken to more people than I can keep track of and the buck is passed at every turn. I have explained on various occasions that I work from home and am completing a degree which requires me to be online for lectures and for assessments. Trusting what I have been told from the start of this process I have cancelled both my Telkom line and ADSL from 01 March and have been guaranteed that I will be up and running. Should my Fibre Line not be up and running by 01 March, I am left without access and this will affect my business and studies. Who is going to pay the bill when I will be forced to go out and purchase a 3G ****le just to keep on top of my work and studies? Is there ANYONE that I have not yet spoken to at Vumatel that is willing to assist and give me definitive answers???? Had I known that just trying to get the job done for a service that I will be paying for monthly would have cost me so much time and money, I would have just stuck with ADSL. I will be sure to advise my circle of friends and family who are thinking of installing fibre to avoid your company at all costs!</p>
Good day Brenda,
We apologise for any inconvenience caused and understand your frustration. Please, email us your address and contact details to *** so that we can investigate this issue and rectify it?
Kind Regards,
The VUMA Team
Good day Brenda,
We apologise for any inconvenience caused and understand your frustration. Please, email us your address and contact details to *** so that we can investigate this issue and rectify it?
Kind Regards,
The VUMA Team
Vumatel have finally visited my property to install my fibre (only two hours later than the time that I had been scheduled for... But that can be expected when it comes to your company.)
My service provider is coming later today for final configuration. I asked both Charmaine and Gratitude to ensure that before the team left they provided me with the object number and confirmation that the line had been provisioned.
As I work full time and had to get my mother who is pensioner to sit around at my house waiting for the team, I was unable to be there in person. She asked for the object number and confirmation that the line had been provisioned and was told to call someone named Peter Lane.
I have tried to call him and his phone goes to voicemail. I have tried to call Gratitude and his phone goes to voicemail. I give up on calling Charmaine as she just ignores my calls and messages.
I then called Jerry who was the person who did my installation and he told me that he was going into the office to see Peter and it would be done in 15-20 minutes. Now, over an hour later, he too is ignoring his calls.
Again disgusted by your service. Why do your staff have cell phones if they are not answered.
I urgently need my line to be provisioned and confirmation of the object number to give to my service provider who has gone out of their way to assist me this afternoon despite all of the hiccups that Vumatel have caused.
I needed this number by 3pm for my configuration to take place. And again because Vumatel cannot have the decency to answer their phones or return messages, I am stuck. Never mind the amount of money spent on phone calls trying to get someone, anyone to help me.
Vumatel have finally visited my property to install my fibre (only two hours later than the time that I had been scheduled for... But that can be expected when it comes to your company.)
My service provider is coming later today for final configuration. I asked both Charmaine and Gratitude to ensure that before the team left they provided me with the object number and confirmation that the line had been provisioned.
As I work full time and had to get my mother who is pensioner to sit around at my house waiting for the team, I was unable to be there in person. She asked for the object number and confirmation that the line had been provisioned and was told to call someone named Peter Lane.
I have tried to call him and his phone goes to voicemail. I have tried to call Gratitude and his phone goes to voicemail. I give up on calling Charmaine as she just ignores my calls and messages.
I then called Jerry who was the person who did my installation and he told me that he was going into the office to see Peter and it would be done in 15-20 minutes. Now, over an hour later, he too is ignoring his calls.
Again disgusted by your service. Why do your staff have cell phones if they are not answered.
I urgently need my line to be provisioned and confirmation of the object number to give to my service provider who has gone out of their way to assist me this afternoon despite all of the hiccups that Vumatel have caused.
I needed this number by 3pm for my configuration to take place. And again because Vumatel cannot have the decency to answer their phones or return messages, I am stuck. Never mind the amount of money spent on phone calls trying to get someone, anyone to help me.