SLAs alone cannot drive customer satisfaction

Good day

The wait times before and during the call on Vumatel customer support are very long. At times, the calls are taken after a long wait and no response is provided from other side as if someone has muted the call followed by call disconnection. As a client, you need to ensure that you are loaded with sufficient airtime and also your own personal time along with extreme level of patience.

The portal for ticket logging between ISP(Afrihost) and Vumatel is also loaded with integration issues. When the ticket is loaded by ISP, the Vuma team does not get any client details. So if you do not contact Vuma directly, forget about getting any immediate attention to the ticket. Our perfectly working fibre services got disrupted for no apparent reason and Vuma support acknowledged an issue and advised to reprovision the line (not sure why). We followed up consistently 3 times a day to understand the reasons and get to the resolution. The 48 hour SLA has passed and still no action has been taken to resolve the challenge with line and the ticket is still not assigned to a technician. The frustration levels as a client can be termed as immeasurable and although they’re blessed with good call centre team, the technical teams and associated vendors are letting down the overall client experience.

Customer service is not tied to just SLA but an inclination and drive to communicate and ensuring resolution of service challenges. We have had disruptions for over 2 days and we will now look at our options of finding better service providers.