Incompetence with installations

Hi,

On Wednesday, 6 June of this year a call was logged to Vumatel via Vox to send a technician to do an installation, one which was already done but inactive for some reason. At the same time a support call was logged to send a technician to bring a new Vuma router power supply as the powersupply was missing. The support tech arrived almost a week later on Tuesday 12 June 2018, brought a new power supply and retrieved an object number for us, claiming that everything was working and ready for Vox as we had a solid amber light and a solid blue light on the Vuma router. I could get to the the Vuma portal!

After speaking to Vox I was informed that the line was still in deployment mode and that they could not send their technician out yet. The Vuma installation technicians booked by Vox eventually arrived on Thursday, 14 June. I explicitly asked the technician if he was sure that the line was working before he left and asked if he confirmed the line was out of deployment mode and he said yes. This turned out to be a lie. After speaking to Vox again I was informed the Vuma router had the wrong object number and that the router needed to be patched. Another weekend passed and over that weekend I saw the Vuma router lost connection and the blue light kept flashing. On June 18, another week later Vox finally received a new object number and Vox tried to link the line. Subsequently Vox sent out their technician on June 19, two weeks after the first call was logged and Vox noticed that the line was still not active. A call was logged by the Vox technician and we received ticket reference number 63398. We were assigned a coordinator, Zahier, who was meant to come out and splice the line at the box after which everything was again supposed to be working. Zahier claims he has done the splicing and is waiting for a patch to the router as the object number is wrong once again.

This is where things get interesting. Since Tuesday, June 19 I have been promised twice a day by Zahier that he would come out to patch the router and fix the line. I called the Vuma call centre on 20 June at 08:32, 21 June at 08:59, 20 June 14:17, 22 June at 08:18 and on 22 June at 12:05. Every single time I am told I will receive a call back, which never happens. Finally, today I spoke to Zahier personally and was told he just wanted to check how far his installation team was and that he would sort things out before end of business today. This has not happened as of time of writing. It seems Zahier is depending on some other team to sort the issue out.

I am sure you understand there are major implications for me in terms of financial losses we are incurring due to lack of service from Vuma. Surely only incompetence on Vuma's part can cause us to get the wrong object number twice in a row and a lack of any interest to show haste in terms of getting the problem solved is seriously concerning. I am the only one initiating communications. Where are your project managers?

I am sending this mail as a last resort as hereafter I will approach the ombudsman, ICASA, complaints forums and possibly seek legal advice. I copy the Vox project coordinator as reference.