Axxess changed service without notification

[kaspaas]

We use our ADSL accounts to provide road warriors with dial-up ability.

Axxess provided this service and all worked fine.

Last week all of a sudden we started getting compliants that the dial-ups don' work anymore.

A call to Axxess revealed that they changed their product offering to prevent such dial-ups.

Worst of all, they did not even care to inform their clients about it.

Bye-Bye Axxess!

 

[BeLgaRiOn]

As far as I know changing terms of use without informing your customers is a breach of contract/service level agreement... Best thing is to leave...I left them long ago.

 

[kaspaas]

The Free Market kicked in -

Axxess cancelled.

Waiting for reply & offers from other ISP's.

 

[MrSmith]

WebAfrica offer Dial Up with ADSL accounts.

 

[Snekko]

Wtf

Yeah WTF that's bad & actually pathetic

I'm currently with them @ the moment but only cause that 4gig for R249 per month. Thinking of going with Iburst @ 599 for the whole speech, I hear good things

 

[derekc]

I hate them but I'm just too lazy to change. Taken them 5 months to change stats servers. That's really bad going on their side...sucks to Axxess.

 

[kaspaas]

From Web africa's site:


http://www.webafrica.co.za/news/Dsl_pricing.html
We are pleased to announce our new ADSL end-user pricing, effective immediately:

Prepaid - R70 per GB
ADSL 1GB - R70 pm
ADSL 5GB - R290pm
ADSL 10GB - R490pm

* Prices include VAT.
The above is in response to the recent wholesale cost reductions by SAIX. We continually endeavour to pass savings on to our customers wherever possible and look forward to further price decreases in the future.

Free enterprise at work - service can't be worse than Axxess, and it is cheaper. My credit card took a walk from Axxess to Webafrica.

 

[axxess]

Official Statement regarding the free Dialup bundled with ADSL accounts:

The free dialup access bundled with ADSL accounts was terminated last year November, 2005.
So this is not something new. Some users still had free access to this service till last week.
But since the implementation of our new radius software the programming glitch that allowed some
users to access the dialup service with there present ADSL username and password had been removed.
We do apologies for giving some of you FREE dialup access for the past 10 months.

I hope this clears up some questions on this topic.

 

[derekc]

Official Statement regarding the free Dialup bundled with ADSL accounts:
We do apologies for giving some of you FREE dialup access for the past 10 months.

Sarcasm there i see. Maybe if you guys are more involved on this forum we would support you but once or twice doesnt stick. Learn WebAfrica's example otherwise ur client base will def start diminishing.

 

[axxess]

Good point there derekc. We will have to appoint someone at the office to represent us on a more permanent bases here on these forums. Thanks for the constructive input.

 

[JBFRobisher]

We do apologies for giving some of you FREE dialup access for the past 10 months.

Arrogant sarcasm wins you no friends. Bad English likewise.

 

[bullfrog]

As a business it's very bad practice to start fighting with a customer. If a customer is unhappy with your service or how you opperate, don't fight back with smart comments or sarcastic remarks.

@axxess: Like said above, saying stuff like that is not going to help you at all. I don't know you or in what position you are in with axxess, but I'm guessing that you're not in sales or customer care. So if you want to start handling customers, please for your sake go read some sort of guides or something

 

[krycor]

btw I've been wondering this since i saw this topic.. what is a road warrior ? Is it like a anto crime unit or something?

 

[kaspaas]

btw I've been wondering this since i saw this topic.. what is a road warrior ? Is it like a anto crime unit or something?

People battling the traffic, avoiding fights with taxi's etc, to attend meetings with clients all over the country

 

[VQuest]

Although it's good that Axxess have replied to kaspaas's complaint, being sarcastic is so unprofessional and uncalled for. If kaspaas was unaware of this change, does it mean Axxess did not inform their customers in November about the change?

Way back when, Axxess had MyADSL in the palm of their hands. We were all stunned with their great service and support. But they single handedly threw that way. It's such a shame.

I nearly went with them, until Web Africa came out with the R199 for 30GB offer. I am so thankful I never signed up with Axxess and went with Web Africa instead. Web Africa has offered constant good service and support and they are always professional (in my experience) and thus have kept me as a customer.

Other ISP's could learn a great deal from Web Africa. Keep it up guys.

 

[ebow3d]

I must say, if my ISP treated me in such an arogant sarcastic way, I'd also leave immediately. Does Axxess realise that they neglected to inform their customers of this change, back in November 2005? Then you've still got the cheek to answer with sarcasm, instead of apologising for forgetting to advise their customers about a vital change in service! Any business with that kind of attitude should be avoided at all costs - childish kids will never provide a consistent professional service.
Here's some basic business advice: "Never argue with the customer, especially if you are so obviously in the wrong!"
I remember, a few years ago, I used to live in PE. Axxess was then just a little computer shop and I frequently bought pc parts there. At first I was quite happy to read about all their good offerings on this forum, only to be disappoinetd after reading all the complaints from unhappy customers.
Now they appear to be just an oppertunistic business making a quick buck by using some well proven marketing techniques.
Pretty glad I never signed with them.

 

[keru]

I was one of the "ignorant" users with Axxess who had dial up until recently and it stopped working. Web Africa here I come.