1 reviews | Active since Aug 2013
Vumatel too big and no regard for deep onsite technical support
I write with reference to ticket 183242 logged on Thursday 27 June as our line was down. To date (1 July) we are without connectivity and have had poor feedback with each consultant (on our incessant follow-ups) saying that a technician was on site. What really prompted me to write this review was the last phone consultants feedback (again our incessant follow-up) saying that a technician was onsite and made a note that he arranged for an appointment at our home at 08h00 on 2 July. The issue is that no one ever made this arrangement with me the homeowner. I find this feedback a blatant lie and makes me question whether this ticket will in fact be resolved. I continue to be disappointed by Vumatel technician and support services when one has a real issue. Grateful for a senior person at Vumatel to get in contact with me in person. There is no other portal to escalate any dissatisfaction.
Unfortunately your private response still addresses nothing (saying that you have sent an email to the team to action) particularly where my request was to be contacted in person (I.e phone call with complete feedback) from a senior person at Vumatel. This ticket continues to keep going around in circles and we continue to have no active line.
It unfortunately proves my point that there is a fundamental disconnect between your call centre / communications team and your “onsite” technicians. This is not the first time that we experience this. The last time it took over a week to resolve a line issue. I would hate for a repeat.
Here is what I would like to know:
1. When will this ticket be resolved?
2. What action has been taken to date to resolve this ticket?
3. Why has there been no real time feedback to me, the paying customer, so that my expectations could be managed?;
4. Why is there lack of onsite support especially over weekends?
5. Why does each technician not have the requisite experience to handle complex issues?
6. Why does it take over 72 hours before an onsite technician is assigned. (This is my estimation given that I have no real feedback).
I look forward to being contacted in person by a senior person at Vumatel to answer the above.
Unfortunately your private response still addresses nothing (saying that you have sent an email to the team to action) particularly where my request was to be contacted in person (I.e phone call with complete feedback) from a senior person at Vumatel. This ticket continues to keep going around in circles and we continue to have no active line.
It unfortunately proves my point that there is a fundamental disconnect between your call centre / communications team and your “onsite” technicians. This is not the first time that we experience this. The last time it took over a week to resolve a line issue. I would hate for a repeat.
Here is what I would like to know:
1. When will this ticket be resolved?
2. What action has been taken to date to resolve this ticket?
3. Why has there been no real time feedback to me, the paying customer, so that my expectations could be managed?;
4. Why is there lack of onsite support especially over weekends?
5. Why does each technician not have the requisite experience to handle complex issues?
6. Why does it take over 72 hours before an onsite technician is assigned. (This is my estimation given that I have no real feedback).
I look forward to being contacted in person by a senior person at Vumatel to answer the above.