Axxess "Retention Program" and "30% discount offer"

frost717

frost717

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This is a rather unusual and unexpected tactic by Axxess. I assume they're generally a good company and don't make use of.. scummy tactics, however..

I currently have the Telkom 10Mbps Uncapped (500GB FUP) offer and only got it with the intent of using it as a backup for my DSL being down due to cable theft, as well as Fibre STILL being Work In Progress for over a year now, being in the final stages now.
Now with this intent, I am assuming that I'll either have DSL back up this coming month, or fibre should be live, which means I only needed the package with Axxess for this month and next, meaning I could cancel it a month in advance and have it terminate on 31/10/2022.
I went to their cancellation option on my dashboard and followed the usual, then saw something pop up right at the end. "30% discount offer for 2 months" - I figured sure what the hell. They don't have.. lock ins.. It's Axxess.. I can still cancel month in advance..

Yeah nope.
L2fKjWk[1].png

When I saw this I thought, yeah sure let me just go cancel as usual no biggie.

Yeah, nope again.
OYhZuF2[1].png

Obviously I was a bit.. flabbergasted by this. It's not a big deal but I still went to make a ticket to reverse this. It was NOT explicit that I'd be locked in, and that is what has me a little annoyed about it.

Aaand those tickets have not had a reply since I made them on Friday last week, which leads me to believe they're intentionally ignoring it to use this excuse of "sorry, you've already paid for 1 of the 2 months of the offer and cannot cancel".


Tl;dr, if you accept Axxess's 30% Offer when you try to cancel, it has a catch. That catch is essentially a mandatory 2 months, potentially even 3 if you can't cancel until the offer "lapses".
 
Here's the tickets, forgot to add it

(Sent to Accounts Team)
Ylctp9F[1].png

(Yesterday's ticket to Support Team (24/7 supposedly)
pdcfKeK[1].png
 
Update:

They replied, notified me that I can now cancel and successfully set it to terminate on 31/10. This is how the discount offer looks, which looks like you can't click on the "No thank you", but you can.. probably explains how they tricked me into trying it lol.
EK5t24l[1].png
Either way, problem solved but this is a good thing to keep in mind with Axxess.
 
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Yeah, that's kind of scummy. Im pretty unhappy with them because Im with one of their resellers, they are a crap reseller, so I called axxess to be pulled back to Axxess direct and they say they cant. Instead I need to cancel the line. Then I will have a minimum 5-day downtime because it will be considered a new line. So I asked oh will I get a free router then? Then they said no because its not a new order.... clowns

The whole reason for this is I want to go from 100mbps to 500mbps and the ISP Im with (the reseller) wont give us a new one capable of over 100mbps.
 
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Axxess is the bloody worst ISP. Even worse than Telkom.

Save yourself its not worth the 30% discount
 
I feel like the retention discount idea was actually a pretty good one, just very badly executed.

Instead of just saying T's and C's apply at the bottom, they should have just been upfront with the 2 month commitment should you choose to accept.
 
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Yeah I wouldn't say they're bad, this is just an oversight probably. Been fine overall with Axxess though I prefer their sister company Afrihost due to their insanely good support.
 
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RudderVator said:
Axxess is the bloody worst ISP. Even worse than Telkom.

Save yourself its not worth the 30% discount
Click to expand...
Why so? I have been using Axxess for more than 3 years and no issues. R99 for 5.5GB data with 3 month rollover is damn good in my opinion. Never had much trouble with MTN signal except during load-shedding when I have to keep phone out of the house but no big deal really.
 
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Totempole said:
I feel like the retention discount idea was actually a pretty good one, just very badly executed.

Instead of just saying T's and C's apply at the bottom, they should have just been upfront with the 2 month commitment should you choose to accept.
Click to expand...

It was probably implemented by one of the marketing guys with the sole aim of keeping people on their books for as long as possible, and with zero though paid to the reputational aspects of such a scummy approach.

I'd put good money on the Devs saying it was a bad idea in multiple meetings and just being shot down for "not having a clue"
 
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