SM
Sebastian Murray-Roberts
Active since Jul 2012
4
Reviews
0
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Reviews
4 reviews42 months ago
Macnificent (Shop and Ship) and FedEx teaming up to provide laughably bad service
This should probably be more about FedEx, but since Shop and Ship chose them as their courier of choice so Shop and Ship can get the hate. I ordered a new R72000 MacBook pro from Macnificent last week (3 November) to be delivered via FedEx. It was due to be delivered yesterday, 7 November. At the end of the day, I get an update on the status saying "No one home", despite me being home the whole time. Today again I got an "Incorrect address" update. I tried calling FedEx to confirm it, but their customer services line just cuts you off it you select the option to speak to an agent. Eventually via the chat I get hold of someone who contacts the depot who send the truck back. I see the driver outside my complex and go outside to meet him. Turns out Macnificent put my name and address on the waybill, but put the number of someone else on it. So when the driver called to announce that they were outside, this other person said it was the wrong address and told the driver it needs to be delivered to Durban. The incorrect details aside, the package looked like it had been kicked around the FedEx depot for 2 days. Every side of the box was damaged and two corners were completely caved in. Needless to say, I sent the box right back with the driver. I immediately tried to call Shop and Ship, got through to someone on their side, explained what had happened and was told that I need to be transferred to sales. She tried to transfer me to sales twice, though the phone just rang out on both occasions at which point she just gave up with "It looks like no one is available to take your call".
0 replies
80 months ago
Horrible fibre service
I had previously used WebAfrica as a fibre provider, but cancelled and changed providers as the speeds I was getting with my fibre were terrible. Changed to a different provider and it worked like a charm. When I moved house to Table View, I decided to give WebAfrica another chance as they are really simple to get started with and their on-boarding process is quite good. Same issue, dog slow internet which resulted in me having to disconnect from my wireless and hotspot my mobile phone just to be able to have a Google Hangouts meeting. Best speedtest from an international server was around 6Mbps and this is on a 100Mbps fibre! After a few rounds of useless support in which they basically just tried to blame the router I was using, I just gave up and cancelled. I switched to Afrihost which has been working like a dream ever since - same router, same fibre etc. I cancelled in July and was informed that August would be the last month, which is fair enough. Got an email on 1 September notifying me that my cancellation had been processed. A few days later I got an email notifying me of a clawback on the fibre installation to the value of R1700. Despite the fact that I already had a fibre installed to my house (although the previous tenant seems to have taken the ONT device with them, so Octotel had to replace that) I decided to leave it. Now today I receive an invoice for another R999 for a clawback for a router. This is interesting since I already have a router, which I set up myself. I specifically mailed WebAfrica to notify them that I do not need a router (a mail which was confirmed by their support). Yet somehow, I still owe them R999 by today for the router they never sent... I am posting this here just as a warning to anyone thinking about using WebAfria for fibre. Don't. I have given them two chances now and ended up cancelling my service both times in sheer frustration and annoyance. The actual fibre fibre service is below par and their support has no clue what they are talking about.
105 replies
104 months ago
Incompetence and bad service when it comes to Fibre
I moved away from my previous ISP after 6 months due to their extremely slow international speeds and terrible customer service. Having had an extremely frustrating experience dealing with them I was in no mood for a repeat. Cool Ideas came recommended from a few friends who claimed that the support was excellent. It seemed pretty good at first, I applied on the 27th of September and they had my account up and running the very same day, I was fairly impressed. Unfortunately, the next day (28th of September) I had no connectivity at all. I logged a ticket, and fortunately was heading away for a few days so decided to leave it. Upon returning, I had use of the line for one day before it went down again. Since I still had an open ticket, I again requested Cool Ideas to check into it. The responses varied from "it should be fine" to "its probably Octotel", none of which helped me, still sitting at home using my phone for internet because my 100Mb fibre was not working. Eventually, running out of patience, I contacted Octotel (my fibre provider) directly. The claim that there is nothing whatsoever wrong with my phyiscal fibre and that Cool Ideas was having trouble connecting Octotel users onto their network. Cool Ideas once again simply blamed Octotel for my issues, despite the fact that I never had connectivity problems in over 6 months with my previous ISP. I realized at this point that this was going the same way and, having spent R99 for the 3 days in September and R999 for the whole of October already I asked Cool Ideas to rather cancel my account effective the end of October since it was all paid up until then. Aside from a dismissive and disinterested response from their accounts, they are now insisting that the line can only be cancelled effective 30 November (ie 1 calendar month's notice). Now I wouldn't have been so annoyed by this, had my line not been down for 12 out of the 15 days I have been a Cool Ideas customer. This of course I now will doubtless be forced to pay for another month of their unreliable internet access and disinterested and useless tech support. I am fully paid up until the end of October, it would cost them nothing to end my account as at the end of October since all they have done is given me a username and password. Making my pay an extra R999 for a service that doesn't work properly and that I don't want is just poor in every possible way
0 replies
118 months ago
Most useless service *ever* for simple account opening
<p>I have banked with FNB for a number of years now, so when I recently decided to start my own business FNB was the logical choice for my business account. I tried applying online for the account, however the online registration process could not find the registration number of my company - sign number one. I then called the business banking number and set up an account online with relative ease; all that was required was for me to submit my registration documents, proof of address and ID copies, seemed rather easy...</p> <p> </p> <p>I received an email on the 6th of June requesting the appropriate documentation, which I duly submitted on the 8th of June.</p> <p> </p> <p>On the 15th of June I received another email requesting the exact same document again, to which I simply forwarded the mail I had sent the previous week.</p> <p> </p> <p>On the 18th of June I received another email asking (for the third time) for ID copies of the directors of the business and for signed copies of 3 new forms that I hadn't seen before</p> <p> </p> <p>Due to being somewhat busy, I replied with the required forms, and yet again with the ID copies on the 30th of June.</p> <p> </p> <p>I received a reply on 1 July requesting a signed copy of one of the forms I had already submitted on the 30th of June and asking for the 4th time for ID copies of all directors, this time specifying that they needed to be "CLEAR" copies - this was something new. I dutifully resubmitted the requested form and sent in more copies of ID documents on July the 7th</p> <p> </p> <p>On July 11th I received another mail requesting yet more documentation, I called the contact centre to verify which document was needed and was assisted by an agent and as such I duly sent this off on the same day.</p> <p> </p> <p>The very next day I received yet another email asking for the exact same document again, again I forwarded the document with a request to please acknowledge receipt. I received the following response:</p> <p> </p> <p>"Good day</p> <p>Please send through the name of the business application in order to be able to assist."</p> <p> </p> <p>That was the sum-total of the email I received. I replied, quoting my ID number and business number, yet to date have received no reply.</p> <p> </p> <p>Meanwhile, on the 9th of July I had received the following SMS and email:</p> <p> </p> <p>"Dear valued customer<br />• FNB :-) Bus a/c ...209260 was not used for a period of 35 days since opened. Kindly transact on a/c to avoid closure. Contact ********** 000 for queries.09Jul 07:00"</p> <p> </p> <p>This is now starting to get embarrassing, I have a customer who wants to pay me however I have to ask them to please wait until my business bank account is unfrozen...</p> <p> </p> <p>After not receiving any reply to my last email, I decide on the 18th of July to phone the contact centre. I am told by the agent that my account has been finalised and all that is required is for someone from some other department to call me back in order to authenticate me and then my account can be activated. I let them know that I have now been waiting 5 days for this to happen and the agent informs me that they have issued an urgent request to call me back and someone will contact me before close of business - great, finally I can get paid!</p> <p> </p> <p>Fast forward two more days to Thursday, and still no call. I call the contact centre again, and get told the exact same story - they just need to call me back and it has been urgently escalated and someone will call me back, if no one has called by 3pm I should call again. So 3pm comes around and still no call, I phone the contact centre and get hold of a very helpful agent (Jennifer I think) who actually gets up and physically delivers the request to call me back. She promises I will receive a call shortly. An hour later I receive a call which I unfortunately was not able to answer, I receive a voicemail and an email from Shaunice saying the following:</p> <p> </p> <p>"Good day</p> <p> </p> <p>I have been trying to contact you regarding your business account, please provide me with a convenient time or alternative number to contact you on."</p> <p> </p> <p>I reply at 8am the next day saying the following:</p> <p> </p> <p>"Hi Shaunice,</p> <p>Apologies for missing your call yesterday. I am available any time after 11am this morning"</p> <p> </p> <p>To which I receive, take a guess? No response.</p> <p> </p> <p>Today I call in, filled with renewed hope that I can finally get this sorted out since I need to issue two more invoices but cannot because my clients cannot pay me and what happens - technical difficulties which mean that apparently no one can help me and no one can call me back, so I get told - yet again to phone back later...</p> <p> </p> <p>To really push this into the realm of the absurd, I asked the agent when I called on Monday the 18th whether I could expedite the process by actually going into a branch to sort things out only to be told that going to a branch will not help as I did not open the account at a branch, they would still have to call me back.</p> <p> </p> <p>I have heard some stories from friends about the FNB being rather useless when it comes to opening a business account, sad to say that FNB lived up to those stories and then took it to the next level!</p> <p> </p>
53 replies
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1 Star
4 (100%)