Botched Installation

So on the 1st of September 2021, I signed up for a 200mb/200mb fibre line with Webafrica to be installed at my new premises on the 1st of October 2021.

I received emails stating the progress and they make you feel like everything is on track as it states phrases like:

"We will keep you informed every step of the way so hang tight and keep an eye out for our communication. "

"Right now, there is absolutely nothing you need to do on your end. We will send a separate email with an update as soon as we are able to."

My conversations with the technicians and sales team went really well, they stated that all is in order and the technicians would come on the 1st of October. I called this afternoon to ensure the technicians were coming on the 1st and to get an idea on what time they were coming (if possible, as I have made arrangements to be there).

Unfortunately, they are not coming on the 1st of October. Apparently the information given by the Sales team was incorrect. Vodacom arranges the installation of my line and arranges the installation date with me.

I did tell the agent (Keith) that I had been called by another technician to organise the date for the installation. But then he mentions my order is out of (SLA) Service Level Agreement and needs to be escalated to the brand manager, so on and so forth.

Why are you mentioning SLAs to me? I am the customer, I don't know what your internal SLAs are or how Webafrica and Vodacom work together?

So now I am told to wait another 48 business hours... after signing up a month ago where I received lovely emails stating how I shouldn't worry and everything is on track, only to be told "Everything our technicians and sales told you is wrong, everything isn't okay, mention some arbitrary stuff about SLAs and no you have to wait longer after you gave us full month."

So much for the "Nothing you need to do on yourside". If I didn't call, I don't think the technicians would have ever come to my premises if I didn't intervene.

I now have to wait 48 business hours (which be Friday Evening) to even know what going to happen, I doubt I am going to hear anything by Friday evening. Will most probably hear from them on Monday.

So the crux of all this, I was told everything was in order only to be told everything we told you was incorrect and you have to wait longer for something that was planned almost a month ago.

Honestly, I am at a loss for words.... I'm furious.