Non Existent Service

<p>I received excellent service from Vumatel up to the point where it came to installation and had no reason to think that I would receive the customer experience that I am currently receiving.</p> <p> </p> <p>On the 10th November at 13:40 I received a call to schedule my installation and it was booked for today 29 November at 08:30. I then received confirmation calls of the installation on the 23 November 16:03. 24 November 09:26, 25 November 11:54 and again on 28 November 11:46. Later the day of the 28 November at 14:02 I received a call from a technician stating that there are technical difficulties with the installation and the he wants to move it out. After asking what difficulties existed he informed me there was a strike at Vumatel and that was the reason the installation needs to be moved.</p> <p> </p> <p>Not wanting to waste my time by waiting for no one to show up on the scheduled time I got hold of Thando one of your sales reps and he referred me to Sipho. I inquired from Sipho if there is a strike currently and he indicated that none existed and he will get back to me. I also contacted Robert and explained the story and he informed me that it was unacceptable. Both Sipho and Robert were extremely helpful and could only help me as far as they could as they were in sales.</p> <p> </p> <p>I emailed Fatima to verify that the booking still existed but did not get any feedback up until the morning of the 29 November 08:21 where she informed me that there was no booking at all and that the complex was not fibre ready.</p> <p> </p> <p>The installation team arrive on 29 November at 12:30 and they did an excellent job of installing the CPE. When the installation was done the technician informed me that there is no connection to the exchange and that he thinks that Vumatel did not provision the connection. I contacted Vumatel on the 01 December only to be told that I have been provisioned but there might be a splicing problem and that someone will attend to it and get back to me. When I heard no feedback from Vumatel I contacted Fatima on 02 December and she said she will send someone out on the 05 December. On the 05 December I phoned to confirm that a team did go out to resolve the issue and was informed that there is a block problem and that the team dealing with it is on leave. I then asked for time frame when this will be resolved and was informed that it could take up to 30 days. I contacted Michael from the MDU department on 05 December to get some clarity regarding the time frame and he informed me that he will look into it and get back to me. When I had no call from Vumatel on 06 December I tried to get hold of Michael again and got through to Logan and he informed me that if Fatima said that it will take a month then that is what it will be.</p> <p> </p> <p>When the CPE was installed I took the Cell C offer and paid R1143 for December but not having the service ready I cannot make use of the service and am wasting R1143. I contacted Cell C to see if they have better luck when it comes to service with Vumatel but from the non-response of Vumatel and still not being connected I take it that they are experiencing the same lack of service than the clients of Vumatel. Trying to get service or an honest response from Vumatel is impossible as you are only getting untruths.</p> <p> </p> <p>I am really astonished by the lack of service and unprofessional way of dealing with clients that if I knew this from the start I would have never even considered Vumatel. I know the response that I will get is the following:</p> <p> </p> <p>“We apologise for any inconvenience caused and understand your frustration fully. Please, would you email us your physical address & contact details ********** that we can investigate this issue and get it resolved? </p> <p>Kind Regards </p> <p>The VUMA Team“</p> <p> </p> <p>as countless other customers are getting but am astound that I have to resort to this kind process just to get the service that is expected from a company like Vumatel. There is no way that I can recommend Vumatel to any of my friends or colleagues.</p> <p> </p>