Poor service delivery from WebAfrica/Vumatel

On Saturday, the WebAfrica/Vumatel installation team called asking if I was available to receive them this coming Monday (today). They suggested several time slots, and I picked the 8:00 slot, being unavailable later in the day.

It is now 9:15, and they have not arrived.

Somewhat earlier, around 8:25, I contacted support on the WhatsApp line (no real live person available to talk to like real humans do), and the person, Firdows Van, suggested 'helpfully': "They do complete installation between 8am-5pm. If they do not pitch by 5pm today then kindly please relay back to us at that point and we can then escalate to Vumatel as per their process."

This was not helpful. I agreed on the 8:00 installation slot. I am not available later during the day, and not being at home when they arrive risks being placed right at the bottom of the list of pending installations.

I then called sales (real people are available to talk to when they sell their product, but not for support -- this is telling). A pleasant and helpful lady called Danni then listened to my story and suggested she'd escalate my problem to the installation team and that I'd get a phone call shortly. I am still waiting.

I'd have imagined demand for companies that offer a reliable service. I wonder why excellence in customer service is not an expectation of more people.

Call sales with complaints, and perhaps the voice of customers demanding reliable service will be heard.