Poor Service and Poor workmanship from VUMA

On 26 May 2020, I submitted an application to have fibre installed at my residence. The same day I received a call from Vuma to ask which day and time would suit me to have the fibre installation team setup fibre at my residence. I agreed to 27 May 2020 @ 3pm.

On 27 May 2020, @ 3pm, the Vuma installation team was not on time. I waited another 30 minutes and still they have not arrived. I haven’t received ANY phone call from Vuma to inform me as to why no Vuma installation team was present as agreed.

At 4pm, I contacted the Vuma call center and the call agent advised me, she will contact the manager who deals directly with the Vuma installation team and he would contact me directly to further advise.

At 5pm, I still haven’t received any phone call from Vuma as promised. Later the evening at 6pm, the Vuma installation team arrived at my place. I let them know that how they are operating is unacceptable and the least they could’ve done was to give me call to let me know what’s happening.

I arranged with them to do the installation on 28 May 2020 at 3pm. On 28 May 2020, they arrived at 14:30 (again earlier than the agreed time).

MY ACTUAL ISSUE THAT I WOULD LIKE ADDRESSED IS THE BELOW: I was not happy with the installation outside of my house. The fibre pipe is exposed and it was not installed correctly. Before the installation team left my house, they were aware of my dissatisfaction with the incorrect setup outside of my house and informed me they will come back to correct it. (Not committing to a day or time as to when they will attend to this matter).

On 29 May 2020, I contacted the technician of the Vuma installation team, to find out when they will be returning to correct the setup. He advised me he will call me back to arrange a day and time, which he hasn’t done. On Monday, 1 June 2020, I contacted him again, he advised either Tuesday or Wednesday he would correct the setup but hasn’t done so and neither has he called me to inform me about what’s happening or why he hasn’t gotten back to me.

On 8 June 2020, I contacted the technician again, he said he completely forgot about getting back to me. Could I Whatsapp him my address and he will then diarise the appointment. I sent him a Whatsapp, he did not acknowledge my Whatsapp or get back to me again.

On 9 June 2020, I contacted Vuma Call center. The call agent took my details and advised me she will inform the sub-contractor responsible for the installation team and the sub-contractor would contact me directly to further advised to date, I still haven’t received a call back.

On 10 June 2020, I tried to contact the technician again and it seems he has blocked me from calling him.

On 11 June 2020, I lodged a formal compliant to Vuma’s complaints department. To date, I haven’t received an acknowledgment of my compliant and it’s been 3 business days.

I’ve tried all possible avenues to have this matter resolved but I’m still dissatisfied as I’m unable to receive any assistance. Vuma has given me a horrible experience from infrastructure setup to the call center which is just as bad with advising clients.