AdNotes Support Service Procedure: How to lodge in your tickets.
AdNotes Support Service Procedure: How to lodge in your tickets.
Customer complaints are frequently an indication that there is a mismatch between what consumers expected and what you provided. A customer’s unrealistic expectations or wrong assumptions can sometimes generate a disconnect. Below discussed is a procedure clients must take to lodge a complaint.
Definitions
1. Billing Enquiry refers to a circumstance in which the Client requests information or explanation relative to an invoice issued by AdNotes, including, but not limited to, clarification of costs or sources of consumption. To be clear, a Billing Enquiry is not the same as a Billing Dispute.
2. A Billing Dispute occurs when a Customer asserts, in good faith, that their bill contains improper charges, payments, or modifications. Billing Disputes are a subset of Complaints that are only addressed in the context of Billing Disputes.
General Complaint Procedure
This Procedure applies to all Complaints except Billing Disputes, which are handled in accordance with the Billing Dispute Procedure.
A formal complaint must be directed to hello@adnotes.co.za or you may utilize the website https://adnotesclients.co.za/login to submit your complaint. It is recommended to use websites since they are the fastest and most convenient. The Complaint must be accompanied with the following:
1. Customer’s complete information and contact details.
2. A summary of the basis for the Complaint, with sufficient information to allow AdNotes to evaluate these issues.
3. The customer may provide any relevant proof or documents in support of the complaint.
Billing Complaint Procedure
Billing inquiries should be forwarded to accounts@adnotes.co.za and general complaints are handled through the General Complaints Procedure. The Billing Disputes Procedure is only activated when AdNotes receives a Billing Dispute, and only then may the Customer withhold payments of the Disputed Amount.
Please be advised that AdNotes will not accept any Billing Dispute based on unauthorized use of the services or unauthorized use of the services by a third party, as it is the customer’s responsibility to safeguard access to the services received by the customer and to use such services in accordance with the terms and conditions applicable thereto.
Website Procedure
If you have any queries about fibre or connectivity, please Visit https://adnotesclients.co.za/login to lodge your ticket.
The landing page will appear like the one shown above, with a Client Zone Button on the right side of the page; click on the button to be led to a page where you must enter your credentials.
This is how the page appears:
NB* The credentials for accessing the portal may be found in the welcome letter that was provided to your email address when you joined the AdNotes Family. The same rules apply when filing a complaint by email.
