AT
Annie T
1 reviews | Active since Jul 2019
17 Dec 2024, 09:46
Vuma fault TAT is not client friendly
As always, no guided assistance from Vuma due an issue that was allocated to them. My connection has been down for over 24hrs and apparently due to their line box. I don’t understand how I must wait 48 PAID HOURS for them to fix their errors. I too am an employee, to be inconvenienced to such a magnitude with no assistance is just saddening. The company shows time and time again how they don’t value their customers. I have spent unwarranted data and airtime trying to fix issue only to be told there’s nothing they can do. How? So it’s okay I continuously spend from my pocket when I believed that my monthly instalment would be my one expense
Helpful (0)
Replies (3)0
Replies (3)
Vumatel's replyOfficial
17 Dec 2024, 15:50Good day Annie Tsewu.
Thank you for getting in touch.
The ISP logged a Vumatel ticket 6 hours ago and it is still within SLA (service level agreement). We understand your frustration and we genuinely appreciate your feedback. Our current SLA timeframe is designed to balance efficiency and resource allocation.
Kind regards
The Vuma Team
Thank you for getting in touch.
The ISP logged a Vumatel ticket 6 hours ago and it is still within SLA (service level agreement). We understand your frustration and we genuinely appreciate your feedback. Our current SLA timeframe is designed to balance efficiency and resource allocation.
Kind regards
The Vuma Team
Vumatel's reply17 Dec 2024, 15:50
Official
Good day Annie Tsewu.
Thank you for getting in touch.
The ISP logged a Vumatel ticket 6 hours ago and it is still within SLA (service level agreement). We understand your frustration and we genuinely appreciate your feedback. Our current SLA timeframe is designed to balance efficiency and resource allocation.
Kind regards
The Vuma Team
Thank you for getting in touch.
The ISP logged a Vumatel ticket 6 hours ago and it is still within SLA (service level agreement). We understand your frustration and we genuinely appreciate your feedback. Our current SLA timeframe is designed to balance efficiency and resource allocation.
Kind regards
The Vuma Team
AT
Annie T's updateReviewer Update
18 Dec 2024, 10:13Are you therefore suggesting that I wait your 48hr SLA before you proactively assist. It has been 24hrs with no contact, so only after 48hrs you’ll understand my frustration?
I waited 3 months for a technician when I signed with MWeb, your technicians aren’t professional nor proactive
I waited 3 months for a technician when I signed with MWeb, your technicians aren’t professional nor proactive
AT
Annie T's update18 Dec 2024, 10:13
Reviewer Update
Are you therefore suggesting that I wait your 48hr SLA before you proactively assist. It has been 24hrs with no contact, so only after 48hrs you’ll understand my frustration?
I waited 3 months for a technician when I signed with MWeb, your technicians aren’t professional nor proactive
I waited 3 months for a technician when I signed with MWeb, your technicians aren’t professional nor proactive
AT
Annie T's updateReviewer Update
19 Dec 2024, 13:51Thank you to a lady named, Keitumetsi from your support service team. The persons monitoring the Vuma Hello Peter complaints platform and all the other service consultants that I interacted with definitely can take a page from her. She listened, understood and took action. Amazing how she even took action on her promised time. The rest need training on customer satisfaction.
Thank you Keitu. Your service was impeccable.
Thank you Keitu. Your service was impeccable.
AT
Annie T's update19 Dec 2024, 13:51
Reviewer Update
Thank you to a lady named, Keitumetsi from your support service team. The persons monitoring the Vuma Hello Peter complaints platform and all the other service consultants that I interacted with definitely can take a page from her. She listened, understood and took action. Amazing how she even took action on her promised time. The rest need training on customer satisfaction.
Thank you Keitu. Your service was impeccable.
Thank you Keitu. Your service was impeccable.