Terrible customer service and communication

I am stunned by the appalling service we received from Vumatel. Their installation team arrived already on a restricted time allocated to do the installation for fibre when we were told that they will uplift the pavement but we will have to close it up ourselves which came as a shock as such was never made clear to us from the start.

When we called the office to inquire about thsu we were met by resistance. A Vumatel agent named Xolile was so arrogant and adamant that is client responsibility, he consumed much time talking telling us that our application will have to be lined up back on queue or likely cancelled and we will have to reapply, he made no effort to apply corrective measure but sounds punitive to a customer. When he was prompt further for clarity he then said he cannot help because he is only a salesman not a technician and only referred to technician when I prompted him why he didn't referred us to someone who is better informed/knowledgeable in the first place. Nhlanhla from technical department took the call only to reiterate that property owners are responsible for the digging up the pavement but she could not reasonably explain why Vumatel didn't disclose that to a client when advertising the "Free Installation" . How were we supposed to know?

Neither of the two Agent are customer oriented. The response and tone delivered to us by Xolile and Nhlanhla was unapologetic with a don't care attitude and that's unacceptable, they did not present a good impression of Vumatel customer service.

There is relevant information that should have been communicated to us but it wasn't. By rights as a customer Vumatel has an obligation to inform potential clients in advance of any situation that will chip in to my wallet.