1 reviews | Active since Mar 2024
Zoom Fibre
Complaint
Hi there,
I have been calling and following up consistently with Zoom fibre regarding my installation in Newlands East since the beginning of March.
To date I have received no feedback as to when this will take place. I've done several calls and emails to the service provide and Zoom and they have all not been able to assist me.
When I had contacted the call centre today to query the installation once more, I was told that the line is already active? I'm not sure how that is possible when nobody has been out to do any installation on my property. I would like this explained to me because I dont see how the line could be active when nobody has come out to my premises. Ive sent numerous emails and have received no response. Each time I call the contact centre, I am advised I will receive a call back, which never happens. Both my emails and 2 contact numbers have been supp**** but no communications have been sent out to me.
Your call centre agents are also extremely unhelpful and keep telling me they are escalating the matter but nothing is being done and no feedback been given. There is no sense of urgency in any department and it reflects extremely poorly on the company itself. When I called in and requested to speak with a manager, I was advised "no managers are available because it's a holiday". I confirmed with the agent again that she is working under no supervision to which she responded "yes". The minute I proceeded with taking down the agents name & surname (Elizabeth Sibambo @Zoom fibre installations department) then suddenly there is a manager available, however I did not get to speak to the manager because his/her line rang continuously, I am awaiting now yet another call back. Please correct your agents from LYING to customers, really screams ********* behavior.
This is affecting my job as I work from home, I was advised initially that the installation will take 7 to 14 days to be done, that time frame has lapsed. I have been in communication with a Vox representative (Renee Abrahams) who has been the most helpful in trying to get this matter rectified however it is clearly out of her control as the onus lies on Zoom fibre to get the lines installed.
When I attempted to process a cancellation on the Vox app, it reflects a penalty of R1700 to be paid by me, yet I've not utilized your services.
Please ensure this issue is rectified ASAP!!
Vox ref no. is VOX***0-T1. Zoom ref no. is ***3FF851BA6
After an hour of checking these guys say that it's too late to continue and the have to come back in the morning.
They arrived 8am this morning, the guy who came through opened up the box and thereafter said he needs to go and fetch tools, leaving all of the wiring in the box exposed.
3hrs later, he came back and said someone else has to come out and sort the issue out. At 3pm today, 2 other guys arrived and checked up the box. They have now advised me there is nothing they can do and I have to get someone to come and reinstall because the line was damaged by the first guys that installed it.
I need this sorted out ASAP. This is absolutely ridiculous, the amount of time and effort I have had to put into a simple installation is actually outrageous!!! I have taken off 3 days from work just to avail myself for this and still it's not sorted. What kind of customer service is this? How much longer am I going to have to wait!!!
4 minutes agoDetails
After an hour of checking these guys say that it's too late to continue and the have to come back in the morning.
They arrived 8am this morning, the guy who came through opened up the box and thereafter said he needs to go and fetch tools, leaving all of the wiring in the box exposed.
3hrs later, he came back and said someone else has to come out and sort the issue out. At 3pm today, 2 other guys arrived and checked up the box. They have now advised me there is nothing they can do and I have to get someone to come and reinstall because the line was damaged by the first guys that installed it.
I need this sorted out ASAP. This is absolutely ridiculous, the amount of time and effort I have had to put into a simple installation is actually outrageous!!! I have taken off 3 days from work just to avail myself for this and still it's not sorted. What kind of customer service is this? How much longer am I going to have to wait!!!
4 minutes agoDetails
