Customer Support

<p>I recently had a Vumatel line installed at my complex and everything seemed fine. </p> <p>A couple of weeks after installation, the line stopped working. </p> <p> </p> <p>This was the 27th of October 2016. </p> <p>I contacted my ISP, and after a quick troubleshoot, they advised that the issue was with Vumatel. </p> <p> </p> <p>I contacted Vumatel via the support email address and I got no response. </p> <p>A couple of days later I called the call center and my call was diverted from pillar to post (for a support item, really?) </p> <p> </p> <p>After a week of not hearing anything, I called again, and this time the agent said that they had sent technicians to my comlpex and they weren't allowed access by security... Why would you send technicians out without contacting the customer first?</p> <p> </p> <p>I called again to ask for an update, and nothing... I then decided to try twitter as a channel. The social team got back to me, I emailed them my issue and... nothing. This happened on two occasions</p> <p>By this time I had raised numerous tickets because each of my previous ones were thrown by the wayside, it seems. </p> <p> </p> <p>After 2 weeks without service (of which I was paying for and speding a fortune on mobile data to keep my work going) I escalated the issue once again and while I was on the phone with an agent and I got no update leaving me in the dark again. I subsequently asked the agent to advise me on how to formally lay a complaint, to which I got no answer.</p> <p> </p> <p>After another week of endless calls and emails, I finally got through to an agent that could help (by looking up my ticket number, this should be a core service and not difficult). The agent said that they would send someone out immediately (at 8h30pm on a Monday), desperatley I agreed. </p> <p> </p> <p>The issue was resolved Tuesday, 15 Nov 2016 after 9h30pm. Three weeks after I first raised a ticket.</p> <p> </p> <p>The technicians came, they were professional and worked neatly and swiftly . I asked the agent on the evening to let me know how I can officially lay a complaint, she didn't have an answer so I asked her to get her manager to email me a debrief. She agreed. the next day i didn't receive anything. </p> <p> </p> <p>This is why I am posting this, I have given Vumatel a chance to let me share my frustration internally to which they obviously denied.</p> <p> </p> <p>I'm very dissapointed with the customer experience at Vumatel support. From availability of call center agents to the nonsensical remarks that are written in response to support tickets on Zendesk, the entire user journey is a **** show. </p> <p> </p> <p> </p>