Dear Viewers, I recently lodged a complaint under the same heading as this. I very quickly received this response.
"Hello DaveSD6157, It's a bummer let's sort it out for you. Please note that this has been escalated and a consultant will contact you with regards to your promised device issue. We apologise for the frustration and inconvenience that his has caused. Regards, Neotel Team."
Although I only received 2 responses to my complaint of 7 weeks ago, one of them being the courier company to deliver my new device. And although I don't agree with the use of the word "Bummer" in a response to a complaint, I must commend and thank the Neotel respondent above, and too for my new device.
May I make an observation/suggestion? In future, please keep your customers informed of every stage of the process, call back and tell your staff at H/O to lose the attitude, they are by no means a monopoly. Also, when you do replace a device, perhaps warn the customer that you will deregister their existing device of f the network until the new one has arrived. Meaning one will not have a phone for 24 hours or so.
Thank you! My faith in Neotel service (not the people) is restored.
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