Tizeti Network, a broadband service provider, has replaced a faulty radio device shipped to Peter Adekunle Adeyemo, a 92-year-old customer, over a year ago.
The company’s action followed FIJ’s intervention on Tuesday. When FIJ contacted Tizeti, a female representative asked for an email. An email containing Adeyemo’s details was sent to the company afterwards.
On Wednesday morning, Oladejo Olusola, Adeyemo’s grandson who spoke with FIJ on his behalf, got a phone call from the company that another device would be installed that morning.
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“I got a call from Tizeti this morning that a radio replacement will be done today. About one hour later, their engineer is here and the radio is currently being installed,” Olusola said.
On Saturday, the company connected the device and restored an unused one-month internet subscription the customer did before the device got bad.
The replacement effectively ended a one-year-old complaint which involved several correspondence as Olusola kept reaching out to the company via emails, phone calls and social media pages without a positive response.
“We are indeed grateful to the entire FIJ team for this apt resolution of the problem we encountered with Tizeti for over a year. Your intervention gave the desired result within 24 hours and ensured that another radio device was deployed the next day which wouldn’t have been possible had you not intervened,” Olusola said on Saturday.
Tizeti’s email to Adeyemo on the restoration of his paused subscription.
“The internet subscription was also reconnected within a week and we can say you really were there for us. Baba and I send our warmest appreciation to FIJ.”
BACKSTORY
On March 13, 2023, Tizeti installed a device at Adeyemo’s residence in Ibadan, Oyo State. The device looked physically unfit and the family complained via an email. In response, the company assured them the product was in perfect condition.
By June 2023, the device stopped working. Upon a complaint, an an engineer sent by Tizeti confirmed that the radio device was faulty and retrieved it from the customer.
Adeyemo heavily relies on access to the internet for personal activities and comfort. The company did not return with another device until September 2023. Again, this device only worked for a month and service was suspended.
Following a complaint, the company repossessed the device in November 2023 like it did the first time. The service provider then paused a fresh subscription Adeyemo had just activated at the time.
Evidence of Adeyemo’s payment for the unused subscription.
Until FIJ intervened five days ago, Adeyemo’s grandson had been contacting the company via all its available channels for a resolution of their complaint without definite action from the company.
To Olusola’s amazement, the company recently requested him to make a fresh payment for a new device. A request that meant the company did not want to fix the retrieved device.
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“Since that November, we have been waiting and requesting a replacement radio via calls and messages. After several months of unfulfilled promises for a call from their technical team,” Olusola said.
“Some weeks ago, Tizeti started requesting a fresh payment for a new radio instead of resolving the issue caused by their faulty device. I again narrated the experience and situation via X to the customer service rep, who then said a call would be put through to fix a date for replacement. No action was taken, and no call was received.
“This experience has been emotionally draining, particularly for my grandfather, who depended on this service.”
The post After FIJ’s Intervention, Tizeti Replaces 92-Year-Old’s Faulty Device appeared first on Foundation For Investigative Journalism.