POST UPDATED: With Response from ZOL CEO
On Friday 23 June, apparently after seeing a ZOL advert in the Zimbabwe Independent, outspoken local politician David Coltart complained on Facebook:
ZOL #FibroniksFast really need to be called out on their misleading advertising in the Zimbabwe Independent today . They promise that getting linked is “as easy as ABC” and that “installation takes between 3 and 5 days and the clock starts ticking from the moment you make payment.”
My experience is completely different. I paid ZOL $154 on the 26th October 2016 and entered into a contract with them (ZOL – 100051). Almost 8 months down the road and there is still no sign of installation. Despite repeated e mails complaining I remain in the dark.
This is appalling service from what purports to be a first rate business. Their advertisement bears no relation to the reality of the disservice I have received.
Pull up your socks ZOL.
Two days later, in an apparent case of “How not to handle a customer complaint on social media 101”, someone at ZOL responded to Coltart:
FOR THE RECORD
Mr Coltart, your recent post accusing ZOL of misleading advertising regarding our installation time frames is unfortunately incorrect and disingenuous on your part.
You are fully aware that your installation has been stalled due to delays in issuance of way leaves by City of Bulawayo. There are policy issues that need to be resolved in order to secure permissions to trench the road so we can lay our fibre and get your house and many others connected.
In your post you act ignorant of this fact yet you, at one point, offered to engage City of Bulawayo on our behalf with regard to the way leave issue and we declined your offer to mediate because it would not have been in line with proper procedure.
We were of the understanding that you fully appreciated the uniqueness of your circumstance, however we will proceed and issue you a refund (which you know we have been most willing to do) until we obtain the necessary permissions to connect you – should you still be so inclined.
Let’s strive to be honest and genuine in our digital statements. With the necessary City Council permissions we guarantee connections within the stated time frames and we do it with pride.
Meanwhile, we sincerely wish you the best in securing an alternative solution as we continue to negotiate for service in your area.
Later in the post’s comments, the company’s chairman David Behr, apologised and promised to get to the bottom of the issue:
I can assure you this is not our usual standard of service and not a response I can condone as Chairman of ZOL. Please allow me time to investigate this. I’d appreciate a couple of days to do so and respectfully request everyone’s patience on social media whilst I do so. Rest assured appropriate action will be taken and I’ll feedback here. We have many hardworking and dedicated team members who strive to delight customers with our service everyday. Sometimes things do go wrong and we will accept responsibility, apologise and do our best to correct it.
UPDATE: Response from ZOL CEO, Denny Marandure
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David Coltart is a Zimbabwean lawyer, human rights advocate and politician. he is a member of the MDC party led by Welshman Ncube.In January of 2018 Senator Coltart issued an apology for his role as a member of the British South African Police in sustaining... Read More About David Coltart
ZOL is one of the biggest internet service providers in Zimbabwe with a growing coverage base which includes most of the country's major cities such as Harare and Bulawayo. The company provides fibre, VSAT and wireless Internet services to a large range of clients from... Read More About ZOL
David Behr is a Zimbabwean entrepreneur and telecoms executive known mostly for his role as the founder of the Internet Service Provider, ZOL Zimbabwe. ZOL was acquired by Liquid Telecom in 2012 and Behr became Chief Product Officer at Liquid Telecom Group as well as... Read More About David Behr