“The customer is king,” they say. At Canal Box, this commercial wisdom does not seem to be the case. “Turnover first”, these can be summarized as the values defended by this company whose bosses are said to have “bank notes” instead of their hearts.
Hold ! a conflict pits several residents of a district of Libreville against this operator. No point in mentioning the area since the staff there are wiping themselves out over the complaints of “kind customers”.
Late in the morning of December 13, a truck tore out several cables in the neighborhood. At least 14 families are deprived of internet. The operator is alerted by each family via their “premium rate” short number.
The response time is 5 days or 7 days in the event of rain, warn the operators. This deadline has been largely exceeded, technicians are on the ground. Obtaining their explanations of the disaster is a begging ordeal. Successive teams never managed to restore the cables torn out by the truck.
LE HIC
In the meantime, the subscriptions of almost all of the impacted families have expired. On the phone as in agencies, agents formatted like automatons demand that families pay first before obtaining any information on their situation.
« We do not communicate with customers whose subscription has expired. It’s a principle. It’s like that “, families are told, treated like refugees begging for rice seeds from the UNHCR. Pathetic when we know that the subscriptions expired several days after the disaster.
Despite the pressure and the enormous need to connect, all the affected families unanimously decided not to pay anything. It’s the status quo! Pity ! This is the great disenchantment between the operator and its kind customers who are forced to manage with their mobile data.
ARROGANCE
Canal Box’s entire strategy aims to humiliate the customer. On the telephone, the first information communicated to the customer is the expiration date of the subscription and the plan subscribed. The maneuver is simple: force the customer to pay before the date so as not to distort the turnover planned by the operator. Telephone advisors, trained in this matter, generally shine with an arrogance giving the impression of pulling the customer’s ears if the latter does not decide to hang up quickly or get angry.
AMATEURISM
Internet transport via overhead cables has so disappeared in Western capitals which serve as a model for the Black Continent that Canal Box technicians have lost the notion of norms or standards. No surprise to see cables at a very low height. Also not surprising to see cables torn as a container truck passes by.
More seriously, Canal Box hardly cares about the visual pollution caused by the tangle of its cables.
The military appointed to head the municipalities may need to revisit the agreements made with these operators. It is also another part of the cleanliness of cities. To be continued…
Camille Boussoughou
2023-12-28 00:42:30
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