Finally, when the almighty bosses have signed the “compensation”, it bears absolutely no relationship with either the number of lost days or the data balance on your account. The particular case in point for which I am insisting full compensation will throw some light on this unjust practice by DoPC.
Dear Dr Juwah,
I have been a customer of DoPC since October
20, 2011 when I signed up for a SOHO data package with them and Account No
SNG00000000000027508 was opened with User Name: Akano.
In this period, there has been only two
30-day cycles out of eight (allowing for the period I delayed renewal) that I
didn’t have to call Customer Care numbers
and/or send emails with “connection failure” complaints.
Now, that may well be “normal” in our
environment, particularly as every operator in the telecoms sector has power
constraints to tout as cause of their failure; a failure which close watchers
of the industry know is actually the result of systems overload; itself a
product of greed. But that is a matter for another day.
While I can make allowance for systemic
challenges and have over this period, I am unable to accept the attitude of
DoPC to what they call “compensation” for loss of service during periods when
through no fault of the client, days and data allowance are unutilized.
Finally, when the almighty bosses have signed
the “compensation”, it bears absolutely no relationship with either the number
of lost days or the data balance on your account. The particular case in point for which I am
insisting full compensation will throw some light on this unjust practice by
DoPC.
On August 9, I wrote to the company as
follws: “Dear DoPC, My SOHO account has been at best erratic since it was
renewed. In the last One week, it's been absolutely useless! Connection failure
is all I've got! Can this be resolved,
please? Thanks – REMI”
That
began a long agonizing interaction by
email and phone which ended my services or more correctly non-service was
terminated with efficient alacrity on August
25 2012 at the expiry of the 0-day subscription with 8.01GB or about 55% of my data allowance still
unutilized through DoPC’s inefficiency. I wrote several other emails to Dear DoPC as
follows.
In
one of those mails I all but anticipated what was about to happen: “There has
been virtually no service on this account still. Since I reluctantly renewed
nearly three weeks ago, I have been subjected to untold frustration and agony.
In what has proved to be an accident, it worked late last night for about an
hour, but has since been returning "connection failure". Any moment
soon, the subscribed period will be over with well over 70% of data unused.
Then another round of negotiation for "compensation" will start! I feel conned, to put it mildly. Why, DoPC,
why? –REMI”
When
there was no reply, I followed up with this: “More than 24 hours after this
email, mum has been the word from DoPC. Interesting. Can you please arrange to
refund my money, since you seem incapable of satisfactorily rendering the
service for which I paid? Thanks –Akano”
In
between this, I even gave them a bit of good news, even while experiencing and
conveying my frustrations: “Although, my internet link worked between 6 and
10pm last night, it has gone dead since. It's all so frustrating and, worse, it's
negatively affecting my productivity and even, credibility. What's happening?!
– Akano”
After
this and the situation remained the same, I made a specific demand: “May I
inform you that in the face of the VERY POOR service I experienced this past 20
days or so, I am yet to utilise more that (sic) half of my data allowance. Therefore
my service expiry date needs to be extended by at least three weeks. This is
only reasonable and just because of the inability to use that which was paid
for was caused by you. Please treat as IMMEDIATE.
Meanwhile,
one can only hope that the slight improvement in service experienced over the
public holiday period will continue now that work is resuming. Thanks - Remi Akano
In all of these I
have been receiving the usual please bear with us emails and phone call usually
from evelyn@directonpc.com, signed by Evelyn Omiohue of their Customer Care Team. At this stage in
the communication between us, she said that compensation was being worked out.
When nothing was forthcoming,
I wrote again as follows: “When will this so-called compensation be
"worked-out"? Do you have to have access to the minimal service you
are providing terminated first? This tardiness, not to say, impunity is rubbing
salt on my wound!”
Again, nothing
happened and reacted this way: “in spite of promises made earlier today, the
day is virtually over and, as usual, I am being kept waiting by almighty DoPC
to get what is rightfully mine! Services paid for but not rendered and, whereas
your system is configured to wrongfully terminate services; it is not
configured to right wrongs. Nor are men and women at DoPC predisposed to speed
in doing so. I feel outraged by this corporate rape and must warn that my
patience is wearing thin. Thanks you – Akano”
Finally, DoPC came up
with a “compensation” of 5 days! When I refused, they claimed they were adding
7 days. I am insisting on at least 15 days, which is the closest thing to the
days I lost and adequate for utilization of the outstanding data on my account.
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