5 Days ago I had an outage on my internet connection.
Firstly I was provided a non-transferrable reference number between departments.
I'm a Telecommunications professional with 15 years in the business. In the last hour I was transferred between 10 different departments/operators with the same questions.
My questions
1. Why is my customer details not logged to my phone number (re-authentication happened over 20 times)
2. Why is the same questions repeated with no relevance to the fault?
3. Why are no managers available to handle issues that the first line support can't deal with?
4. Why are there no call backs if the line drops?
5. Why are you not investing in CRM systems to avoid these issues?
I had explained the exact nature of the fault and no one knew how to deal with it in the slightest, this is appalling incompetence. I'm not losing money daily and spending a huge amount of money on mobile data for just trying to operate my business on a day to day basis.
I understand frameworx are in place to create efficiencies but I pay over 4, 000 ZAR a month for this. I expect a higher level of service. Especially considering your welcome message states the customer is first.
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