Ndilisa Didiza, CEO, Kgothatso Innovations
I just got off the phone with my fibre service provider. Let’s call them ‘FibreGals.’ This was my 7th phone call to FibreGals over two weeks.
On the 1st of August I moved to a new place. In between the decision to move or not and adjusting to the new ‘normal,’ I forgot that I need to arrange for my fibre services to be moved to the new address. I eventually wrote FibreGals the email, notifying them of the move and the details of the new address.
After following up on the same email and receiving no joy, their WhatsApp line suggested I phone the customer centre. I kept receiving standardized responses on WhatsApp with no real solution for 2 weeks, including an email informing me it would take up to 30 days to cancel a subscription. Eventually a real person called to inform me that the installation could not take place as there was an already existing line on the property.
During the call the technician discovered that, I was renting a cottage in the same property as my landlord. It turns out that its possible to have more than 1 connection in such circumstances. There are multiple cottages in the property where I stay.
As I type this, the field agent has been instructed to install the line for my cottage.
Where is the lesson here??
In these covid times, when many professionals are working from home, fibre is no longer a luxury, but a necessary tool. A whole month or more without connection can significantly affect productivity and increase risk of exposure to covid for professionals who may be forced to work from an office environment instead of the safety of their homes.
I don’t know about you, but my business can’t afford to lose one client’s subscription .
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When it comes to GIS (Geographical Information Systems), the right questions are always of most importance.