Axxess customer service

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BeatBot

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Anyone else experience bad customer service from these people? I actually think they give Helkom a run for their money when it comes to bad customer service. The call center agents are utterly useless, best to phone during the day on a weekday otherwise you will have to wait for monday. And yes it is 2018.
 
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I found that calling them is the quickest way to get help. They barely look at Twitter. Emails take 2-3 days for them to view.
 
BeatBot said:
Anyone else experience bad customer service from these people? I actually think they give Helkom a run for their money when it comes to bad customer service. The call center agents are utterly useless, best to phone during the day on a weekday otherwise you will have to wait for money. And yes it is 2018.
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Yes. Their customer support is terrible. Email support used to go like this for me:

Day 1) Submit ticket with multiple traceroutes showing packet loss
Day 2) Waiting
Day 3) Waiting
Day 4) Support asks for traceroutes to show the packet loss
Day 5) I start to fight with them due to the fact that I have already supplied traceroutes
Day 6) I sent the traceroutes again
Day 7) I'm told to reboot my fibre router

etc. etc. etc.

They take *so* long to reply that issues fix themselves.
 
mister said:
Yes. Their customer support is terrible. Email support used to go like this for me:

Day 1) Submit ticket with multiple traceroutes showing packet loss
Day 2) Waiting
Day 3) Waiting
Day 4) Support asks for traceroutes to show the packet loss
Day 5) I start to fight with them due to the fact that I have already supplied traceroutes
Day 6) I sent the traceroutes again
Day 7) I'm told to reboot my fibre router

etc. etc. etc.

They take *so* long to reply that issues fix themselves.
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I must say this sounds exactly like what I got, except I get this over the phone too. I am quite shocked at the lack of problem solving skills that they have there. Really sad.
 
BeatBot said:
How much customer service have you had to deal with?
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Quite a bit. Maybe 150 tickets in all. Most of them turned out to be an issue on my side or Telkom side. Fortunately I did not have to deal with Telkom/Openserve, they did it all for me. Some tickets took a day to resolve, but they were the tricky ones. All in all I can not complain. As with all these comapnies, you do find a support person that either does not know enough to your liking, or one that think you are an idiot. But that comes with the territory.
 
BeatBot said:
Anyone else experience bad customer service from these people? I actually think they give Helkom a run for their money when it comes to bad customer service. The call center agents are utterly useless, best to phone during the day on a weekday otherwise you will have to wait for monday. And yes it is 2018.
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Hi @BeatBot, please email your account details to [email protected] so I may assist. Thank you.
 
@The Axxess Lady
Hi there, I subscribed to your service on Sunday (1GB data, Mtn network). Money was deducted on Monday and I only got the card today (Thursday) which is still not active. Your 1 agent at around 8AM told me the card must still be provisioned, which should work at 12PM, which it is not. Your second agent told me it could take up to 72 hours. Now to wait almost a week to get online is way to long, and I still have the ability to reverse my cancellation with Afrihost. I came to axxess expecting better (I mostly came for the 3 month data rollover).
 
saa044 said:
@The Axxess Lady
Hi there, I subscribed to your service on Sunday (1GB data, Mtn network). Money was deducted on Monday and I only got the card today (Thursday) which is still not active. Your 1 agent at around 8AM told me the card must still be provisioned, which should work at 12PM, which it is not. Your second agent told me it could take up to 72 hours. Now to wait almost a week to get online is way to long, and I still have the ability to reverse my cancellation with Afrihost. I came to axxess expecting better (I mostly came for the 3 month data rollover).
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I keep saying. Service from these people is nothing short of amazing. And I do not mean that in a good way.
 
And still no reply from them here, email. Can a person cancel with them and get a refund if you used none of the data?
 
@BeatBot I phoned them just now and they said provisioning on their side was declined, they must now see what is going on there. This is the accounts lady telling me this, tech told me provisioning still in process. @The Axxess Lady do you even still exist on this forum? Why are you guys being so utterly USELESS to new customers? Haven't even gotten the chance to use your product yet and I already get very angry when I hear or see your company name. Get your act together lady and actually HELP us.
 
saa044 said:
@BeatBot I phoned them just now and they said provisioning on their side was declined, they must now see what is going on there. This is the accounts lady telling me this, tech told me provisioning still in process. @The Axxess Lady do you even still exist on this forum? Why are you guys being so utterly USELESS to new customers? Haven't even gotten the chance to use your product yet and I already get very angry when I hear or see your company name. Get your act together lady and actually HELP us.
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Hi @BeatBot,

I believe your issue has now been sorted. Please shout if you need any further assistance.

Thanks
 
The Axxess Lady said:
Hi @BeatBot,

I believe your issue has now been sorted. Please shout if you need any further assistance.

Thanks
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You have never been more wrong than this. My ticket is still open and not even responded and NO I will not single myself out. Best you respond ALL open tickets and when you get to mine I will give you credit.
 
BeatBot said:
You have never been more wrong than this. My ticket is still open and not even responded and NO I will not single myself out. Best you respond ALL open tickets and when you get to mine I will give you credit.
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Of course your issue is not resolved. Axxess Lady is actually a BOT - all she has the ability to do is ask you to email her, and I've never actually received a response from her, or had any tickets resolved. She is the most useless company rep on mybb I've ever had the displeasure of dealing with.
 
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