Axxess has been a disappointer so far

[ejbengine]

My beef isn't so much to do with "what's beyond their control" (think telkom) , but rather the unfulfilled promises.How difficult is it to honour a promise to call back , even if it's to tell a customer that nothing has changed since the last time we talked.It's scary to think of what's in store once I become a client and I start to have problems with the line.I've been a casualty of this with Nowire and it's the reason I did not renew my contract with them( an after hours support line that goes straight to voicemail with a promise to call back , and failing to honour that promise , ignoring e-mails etc).In fact Nowire went as far as not even bothering to win me back , which didn't come as a surprise .
Hopefully this is not the new Axxess because I remember when I had an ISDN account with them about 3/4 years ago ,the service was superb.

 

[Ou grote]

ejbengine

My beef isn't so much to do with "what's beyond their control" (think telkom) , but rather the unfulfilled promises.How difficult is it to honour a promise to call back , even if it's to tell a customer that nothing has changed since the last time we talked.It's scary to think of what's in store once I become a client and I start to have problems with the line.I've been a casualty of this with Nowire and it's the reason I did not renew my contract with them( an after hours support line that goes straight to voicemail with a promise to call back , and failing to honour that promise , ignoring e-mails etc).In fact Nowire went as far as not even bothering to win me back , which didn't come as a surprise .

Sounds just like the hassles I had with MWEB. They make absolutely no effort whatsoever to keep customers.

 

[psainsbury]

I'm in a similar situation... I had a Telkom 512kbps ADSL line, which I asked to be transferred to Axxess and upgraded to a 4mbps line. The transfer happened really quickly (within a week), but the upgrade has been another story.

Initially I waited for 5 days from the transfer before I called Axxess to find out how things were going. I got bounced around a bit, and then told to call telkom, who bounced me around a bit and told me to call MWeb(?!!?). Then I called Axxess again... Was told that someone would call me back, a day later I called again, and was told that someone would call back. The next day I called again, the guy said that he'd call telkom to sort out what was wrong. 6 days later I call Axxess again, get bounced around again and eventually find out that "Telkom messed up". When they transferred they were apparently supposed to upgrade at the same time. Axxess has just been assuming that something would go right automatically instead of following up.

So the guy who finally had actually done something said he would call telkom, re-request the upgrade, get a reference number and mail it to me. Since he'd been so good at helping me, I assumed he would be good at getting back to me. Unfortunately I was wrong.

So now I get to wait until after the long weekend, which is another 3 days... Then finally I get to call Axxess (again!) and try to find out what to do to get my line upgraded or at least to get some proof of action on the part of Axxess.