Better Communication

Really bad service i spoke to Keagan E here is the chat

[11/12, 12:04] Web AFRICA: *Sfundo S.*: I see that you need help with your voip not being able to make calls, is that correct? [11/12, 12:04] Charles: yes [11/12, 12:05] Charles: i want to make use of the 30min free mins i get as part of my fiber package [11/12, 12:05] Web AFRICA: *Sfundo S.*: Okay thank you, I know how you feel and understand your concern. I will definitely check this out and assist you [11/12, 12:05] Web AFRICA: *Sfundo S.*: Are you able to receive the calls? [11/12, 12:05] Charles: ok [11/12, 12:11] Web AFRICA: *Sfundo S.*: Are you able to receive the calls? [11/12, 12:11] Charles: i have not tried [11/12, 12:12] Web AFRICA: *Sfundo S.*: Okay thanks. What are you using for your voip? Is it one of the apps from playstore/app gallery/apple store? [11/12, 12:12] Charles: zoiper [11/12, 12:12] Charles: playstore [11/12, 12:13] Web AFRICA: *Sfundo S.*: Okay, thanks. [11/12, 12:13] Web AFRICA: *Sfundo S.*: Please confirm your email and physical address linked to your account. [11/12, 12:14] Web AFRICA: *Sfundo S.*: Thank you [11/12, 12:18] Web AFRICA: *Sfundo S.*: Will be with you shortly [11/12, 12:21] Web AFRICA: *Sfundo S.*: I checked your account and you do not have any voip service apart from the one you cancelled [11/12, 12:31] Charles: Yes, but as per my fiber package I get free 30 mins as I advised here [11/12, 12:32] Web AFRICA: *Sfundo S.*: Checking and will get back to you shortly [11/12, 12:38] Web AFRICA: *Sfundo S.*: Thank you. Will be with you shortly. I will contact Critical Care to add the Voip separately [11/12, 12:38] Web AFRICA: *Sfundo S.*: This might take a while. Please hold [11/12, 12:54] Web AFRICA: *Sfundo S.*: Ticket was submitted and awaiting a response [11/12, 13:03] Web AFRICA: *Sfundo S.*: The VoIP has been now added, you will be required to RICA and our Provisioning team will activate it for you. I am sending you to them [11/12, 13:03] Web AFRICA: You are being *transferred* to an agent, please wait while I connect you... [11/12, 13:03] Web AFRICA: *Keegan*: Hi there, my name is Keegan, how can I assist you today? [11/12, 13:04] Web AFRICA: *Keegan E.*: Good afternoon Charles Thank you for contacting Web Africa I hope you are doing well today. [11/12, 13:04] Web AFRICA: *Keegan E.*: How may i help you today ? [11/12, 13:05] Web AFRICA: *Keegan E.*: Ho may i help you ? [11/12, 13:05] Charles: i sent you this aere you able to see it [11/12, 13:05] Charles: can you view this [11/12, 13:06] Charles: this is the 3rd time you are asking me this question [11/12, 13:06] Charles: its really frustrating please stop it [11/12, 13:06] Web AFRICA: *Keegan E.*: So what is the issue that you are having ? [11/12, 13:07] Charles: are you able to view the image i sent you or the chat history, rephrasing the question does not help to make it less frustrating [11/12, 13:09] Web AFRICA: *Keegan E.*: So can you explain to me what the issue might be so that i can try to help you please. [11/12, 13:09] Charles: Keegan, i asked you a question here and you didn't answer my question [11/12, 13:10] Charles: So that there is no confusion *Are you able to view the image i sent you or the chat history* [11/12, 13:13] Charles: please make sure your next response it better, because based on that response I will have to log a complaint against you [11/12, 13:13] Charles: On hello Peter [11/12, 13:16] Web AFRICA: *Keegan E.*: So the chats you had does not say what the issue is. [11/12, 13:17] Charles: what does it say here? [11/12, 13:18] Web AFRICA: *Keegan E.*: Please see the below services on your profile. [11/12, 13:19] Web AFRICA: *Keegan E.*: So now i need to know what the issue is. [11/12, 13:19] Web AFRICA: *Keegan E.*: So that we can have a look into this and see what we can do to have this fixed. [11/12, 13:19] Charles: i hate when i ask a question and my qurstion gets completely ignored [11/12, 13:20] Charles: I will ask it again, can you see what it says here? [11/12, 13:21] Charles: After this I'm going to have to log a complaint this service is atrocious [11/12, 13:22] Web AFRICA: *Keegan E.*: All it say pending voip service. [11/12, 13:22] Web AFRICA: *Keegan E.*: You are are not advising me as to what the issue is with the service. [11/12, 13:22] Charles: i sent you a photo can you see photos i send? [11/12, 13:26] Web AFRICA: *Keegan E.*: The screen shot that you have been sending ? [11/12, 13:27] Charles: yes i sent you two [11/12, 13:30] Web AFRICA: *Keegan E.*: So in the screen shots it does not say what the issue is ? [11/12, 13:31] Charles: i says clearly that on my fiber package i get a 30min free voip [11/12, 13:33] Web AFRICA: *Keegan E.*: So you are star=ting something but you are not telling me what the issue that you are having. [11/12, 13:33] Web AFRICA: *Keegan E.*: Is this regarding installation ? [11/12, 13:33] Web AFRICA: *Keegan E.*: Is this regarding activation ? [11/12, 13:33] Web AFRICA: *Keegan E.*: is this regarding delivery ? [11/12, 13:33] Charles: and earlier in the chat i stated that i can not get any calls [11/12, 13:33] Charles: or make any calls [11/12, 13:34] Web AFRICA: *Keegan E.*: And how long did you have the service ? [11/12, 13:38] Charles: as I explained to the previous guy. i had the 100 minute service [11/12, 13:38] Charles: then i cancelled it [11/12, 13:39] Charles: now i cant make calls [11/12, 13:40] Charles: so he notifed here that i need to be transferred to you for you to activate it. [11/12, 13:51] Web AFRICA: *Keegan E.*: So if a customer cancels the service we need to place a new order [11/12, 13:52] Web AFRICA: *Keegan E.*: When you cancel right the service will no longer be active for you to use. [11/12, 13:53] Charles: Dude!! are you going to activate the service or what? [11/12, 13:56] Web AFRICA: *Keegan E.*: Kindly hold for me as it is loading on my side. [11/12, 13:56] Web AFRICA: *Keegan E.*: Please see the below screen shot. [11/12, 13:56] Web AFRICA: *Keegan E.*: I have just activated the service now. [11/12, 13:57] Web AFRICA: *Keegan E.*: Please give it a few hours to be active on your side now. [11/12, 13:58] Charles: thanks [11/12, 13:58] Charles: I will leave you the link to the complaint shortly [11/12, 13:59] Web AFRICA: *Keegan E.*: Is there anything else i can help you with ?

Why is it that Keegan E cant go back in the chat to understand what the issue is. Why cant he adaquately answer my questions as i have posed them? This needs to be improved