Hellopeter
Share Your Experience
VP
Viresh P

1 reviews | Active since Mar 2011

29 Sept 2017, 18:49

Vumatel Afternoon Call Centre Staff - No Service

Vumatel's afternoon team (after 4pm) at the call Centre cuts your calls and does not answer them most of the time. This has happened over an extended period of time so it is a trend.

The technicians also do not answer any requests for fixing line faults after 4pm when most of us are able to get home from work. After the morning shift team has escalated my query 6 times for the afternoon team as well as their respective manager to fix a line fault no repair has occurred.

Instead I wasted several evenings canceling plans, waiting for them to arrive.

If a Call Centre manager or floor manager won't respond to requests when it has reached that stage, who will?

Realistically, rather than speaking down into a black hole, rather opt for another service provider.

I'm not raging and do not need to be placated, rather let this be a warning to all consumers that most Vumatel call Centre Staff and their managers it seems, will do the bare minimum to get their salary, much like how government office workers are seen.

There seems to be a mentality there that an issue should be made into the next man's problem.

I have wasted - hours of time at a few hundred rands per hour, - finished hundreds of minutes of airtime trying to get hold of them - thousands of rands will be lost in connection fees and router returns.

This is not a situation you would want to be in, so rather not go the Vumatel route. Rather check isp sites for different fibre providers other than Vumatel, there may be a few in your area. Pay the installation fee if you have to for a new provider and you will have peace of mind that your service requests are answered.

You do not want to go through the regulatory route that I'm planning to take, it is a long process with many forms and phone calls. But I guess it's the principle of the matter that counts. If enough of us are willing to complain maybe the bad ****s will be removed and the call Centre and Technical teams can operate well. And maybe the few good people there will not be drowned out once the bad attitude is removed with some sort of mass firing.

Being a manager myself, I certainly would not be proud of such poor performance from my staff.

0
Replies (3)
VP
Viresh P's update03 Oct 2017, 15:48
Reviewer Update
I'm amazed at how pathetic a response I got to my query, The morning team calls and insists I be at my premises then the afternoon team calls says that I do not have to be at my premises to fix the line. There was a lot of huffing and puffing from both sides as I got different calls. Morning team: Who told you that you do not need to be at the premises? Listen to me...you should be there Technical manager: Who told you that you need to be at your premises? They don't know what they are talking about. I will send my team. I called again around 1pm today and told them - Ok, I'm home early, you said you would come this afternoon as well if the issue is not sorted so you can send a technician over. Feedback: You will have to wait for the technical team to call you back. They will call you now. Still...no response. Now the most interesting of all is that despite being requesting a technician to come after four about 7 times now, the manager, at 4pm yesterday, says that his technician has already left for home. Does anyone know what they are doing there? I strongly suggest you go through all my calls and see what your service representatives said. Either they are on some sort of ******* substance, ***********, don't care, there is really bad management there or illiteracy as no one can read the notes and escalations on queries. Please teach your representatives what the actual process is with regards to fixing lines as they are poorly trained on this. I am still waiting for a technician since 1pm today.......
Vumatel
Vumatel's reply04 Oct 2017, 08:05
Official

Good day Viresh

We trust that you are well.

We have received feedback that your issue has been resolved so we will be marking your issue as resolved on our side.

We hope you find the above in order, please do not hesitate to send us an email on *** in the event of any further queries.

Regards

The Vuma Team

VP
Viresh P's update26 Oct 2017, 20:54
Reviewer Update
The fibre connection of Vumatel is faulty and goes off. I call the support team, a consultant assures me that a technician will come at 8pm. Once again I wait for a technician but there is no arrival and my time is wasted. Surely the technician who was meant to come should be accountable? In all likelihood (as it happened around 7 or 8 times?) I will get a call tomorrow telling me that a technician is available in the morning when I'm not there...or at 7AM when I'm already at work. You are probably the worst service provider of fibre in South Africa. I've actually never come across such gross negligence from a company. I have got myself into a pricey contract that will waste thousands of rands and my time. I expect a call from, not your floor manager, but the manager above him/her telling me how this problem will be solved. If your company can't provide a simple service like sending a technician to fix a problem, you will definitely fail as a business.