Axxess of to a bad start

MyDraadloos

MyDraadloos

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Struisbaai / Cape L'Agulhas-SA
Yesterday I spent a mindboggling 2 1/2 hours on hold with Telkom to cancel my ISP account.

Today I decided to sign up with Axxess seeing as they won their category in the MyBroadband survey. Big mistake it seems, they answer their phones as infrequently as Telkom and have a response time to e-mail and tickets that rival a tortoise for speed.

I gave up holding after 30min as I did not want my blood to start boiling again.

Instant signup my ass !

Currently I am more inclined to fire off a cancellation letter in the same direction.

24/7 support my ass !

We accept signups 24/7 ........ jip, taking the money is easy ; providing any service is the difficult part.
 
Strange.. I signed up this morning at 09:00 for uncapped express+. Was surfing 30 minutes later.
 
I was similarly optimistic when I sign up online (acc 015617), everything seemed very slick with the way they generate the order forms and send a sms and e-mail welcoming you.

So I have transferred the money and faxed and e-mail the payment confirmation and I have had no response from them.

Should I just cancel and see this as a sign of future trouble ?

What are the chances I will receive a refund from them for their inability to render a service ?

I will remember this when the next Broadband survey is done ..... my only saving grace is that Telkom has failed to cancel my ISP accounts with them.
 
Very funny ..........

This ticket is in response to [Payment - 015617 ], created on Sunday, 1st March 2009 15:05
Hi
Can you please send us the attachment you get from the bank we cannot open the attachment

Regards,
Ettienne Louw


I'm just wondering why an ISP would not be able to open up a PDF attachment of 8kb ? I forwarded the mail to myself just to check.

I hope this dimwit is the owner or else he needs to be fired for being below the Darwin Curve.
 
So Axxess responds to your ticket saying they can’t open the pdf. That’s not bad service. Just bad software on the guys pc ;)

Did you resend the requested pdf and a screen cap that you are able to open it? That’s what I would have done.

Just out of curiosity. How long did it take from the time you ordered the adsl account to the time that you got the reply saying they can’t open the pdf?

As iris99 said. They normally offer a very fast service. Less than 10sec if you pay via credit card.
 
MyDraadloos - there are often hickups when it comes to manual deposits and then faxing/emailing pop's. Credit card payments are best as the accounts are activated automatically.. no service representative required. I have a number of axxess accounts and always get immediate attention to support queries, usually only password issues. Other than that there is nothing wrong with their service.. ive foned a few times lately and was impressed with the service levels...

They didnt win the mybroadband survey for nothing...
 
I get it now. He is trying to get a free account with a bit of blackmail. That's the only reason he posted his account number (015617) :eek:

I will remember this when the next Broadband survey is done.
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m0zy said:
So Axxess responds to your ticket saying they can’t open the pdf. That’s not bad service. Just bad software on the guys pc ;)

Did you resend the requested pdf and a screen cap that you are able to open it? That’s what I would have done.

Just out of curiosity. How long did it take from the time you ordered the adsl account to the time that you got the reply saying they can’t open the pdf?

As iris99 said. They normally offer a very fast service. Less than 10sec if you pay via credit card.
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I sent them a fax as well of the POP. He replied to an e-mail addres that was not registered for this service, so I only checked it 2 hours later. The fact is I still don't have any credentials to log in.

It is for a business so it is unlikely that I would use a credit card to pay.
 
Surv0 said:
MyDraadloos - there are often hickups when it comes to manual deposits and then faxing/emailing pop's. Credit card payments are best as the accounts are activated automatically.. no service representative required. I have a number of axxess accounts and always get immediate attention to support queries, usually only password issues. Other than that there is nothing wrong with their service.. ive foned a few times lately and was impressed with the service levels...

They didnt win the mybroadband survey for nothing...
Click to expand...

I will do what I can to ensure they don't win again .......

I have phone twice and have been on hold each time for more than 30 min and neither time was the phone actually answered.
 
m0zy said:
I get it now. He is trying to get a free account with a bit of blackmail. That's the only reason he posted his account number (015617) :eek:
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What could they possibly offer me ; nothing. Except a refund.

I was hoping one of their staff might be on here and might actually be able to do something with the number.


"What are your office hours?

You can contact the support department 7 days/week, 24 hours / day on 0861 300 900 "

Waa haa !
 
I changed over from telkom to axxess last week and I received very helpful quick polite service so I can't complain.

I needed some help over this weekend and they were a bit slow at answering the phone, but within 10min which is nothing like telkom where you could sit for over an hour or more before getting any help, and then when "help" arrives you can hardly understand what he is saying due to english not been his home language.

From my experience I doubt that any other ISP in SA would give any quicker or better service.
 
Never had problems with them, using both local and international prepaid. I think their service rocks.
 
MrH said:
I changed over from telkom to axxess last week and I received very helpful quick polite service so I can't complain.

I needed some help over this weekend and they were a bit slow at answering the phone, but within 10min which is nothing like telkom where you could sit for over an hour or more before getting any help, and then when "help" arrives you can hardly understand what he is saying due to english not been his home language.

From my experience I doubt that any other ISP in SA would give any quicker or better service.
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This is part of the reason why I wanted to change, but what I got today left a sour taste in my mouth.

They did finally fix it, but only 8 hours later and after a lot of prodding.
 
MyDraadloos said:
This is part of the reason why I wanted to change, but what I got today left a sour taste in my mouth.

They did finally fix it, but only 8 hours later and after a lot of prodding.
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I hear you and I'd also be a bit put off, I'm not making excuses for them but maybe the guy had an "off" day or maybe he is a weak link in their organization, after all Axxess have a good reputation so I'd say give them a chance to correct the situation.
 
MrH said:
I hear you and I'd also be a bit put off, I'm not making excuses for them but maybe the guy had an "off" day or maybe he is a weak link in their organization, after all Axxess have a good reputation so I'd say give them a chance to correct the situation.
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I would love to give them a chance but they seems to be tripping over their own dicks over there.

When they finally sent me some login credentials they had spelled my username incorrectly, Telkom made the same mistake with e-mail.

Then the chap that had called me sends me a new username and password from a spoofed e-mail address.

He then has the balls to say that I should contact him on that e-mail address should there be any further problems.

I don't get what these goofballs are up too .....
 
MyDraadloos said:
Today I decided to sign up with Axxess seeing as they won their category in the MyBroadband survey. Big mistake it seems, they answer their phones as infrequently as Telkom and have a response time to e-mail and tickets that rival a tortoise for speed.

Instant signup my ass !
Click to expand...

I have a WebAfrica account but signed up for the new Axxess 626 account on Friday. Filled in the details online, got an email 1 minute later and was surfing the web 3 mins later on the new account. Signing up online is definitely the way to go.
 
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