Axxess Support are as help full as a ROCK

[Went_For_Beer]

So this is a Rant, I CANT DEAL ANYMORE. We have a few sims with this ISP, trying to sign up a new sim on MTN Fixed LTE but the coverage map is down, it shows NO LTE AVAILABLE for any address you give it and their system will not allow you to buy a service if it says this. I checked multiple addresses and yes even addresses I know has coverage (My office has an ACTIVE sim)

I decide to contact the support but they are so dumb/unwilling to assist is funny. @Captain Axxess where do you find your support staff. Do you outsource to a call center in India or Pakistan?

I was talking to a Yonela, not sure if this person is male or female but I do know they dont get paid enough to actually care about your clients. I try to explain my issue but its an easy answer, you don't have coverage. End of chat. WTF

To any prospective clients. STAY AWAY FROM AXXESS

 

[My_King]

A SIM that is currently in use and active will certainly be charged again month end for me and a R10 fee for not being active.

Bunch of ****ing clowns masquerading as a so called "ISP".

 

[Went_For_Beer]

They tell me this message means there is no coverage

 

[labratza]

Cool Ideas also has an LTE product. Why not look at them. At least they active on the forums

 

[Went_For_Beer]

We

Cool Ideas also has an LTE product. Why not look at them. At least they active on the forums

We have a reseller account with these clowns and as far as I know CI does not do reseller accounts.

We currently have just over 100 active sims with them. We use the sims for connectivity back to a server where the clients dont have any other access

 

[Voldemort]

So this is a Rant, I CANT DEAL ANYMORE. We have a few sims with this ISP, trying to sign up a new sim on MTN Fixed LTE but the coverage map is down, it shows NO LTE AVAILABLE for any address you give it and their system will not allow you to buy a service if it says this. I checked multiple addresses and yes even addresses I know has coverage (My office has an ACTIVE sim)

I decide to contact the support but they are so dumb/unwilling to assist is funny. @Captain Axxess where do you find your support staff. Do you outsource to a call center in India or Pakistan?

I was talking to a Yonela, not sure if this person is male or female but I do know they dont get paid enough to actually care about your clients. I try to explain my issue but its an easy answer, you don't have coverage. End of chat. WTF

To any prospective clients. STAY AWAY FROM AXXESS

Was the site not functioning at the time perhaps? I've just checked a couple of addresses and they're going through.

 

[Went_For_Beer]

Was the site not functioning at the time perhaps? I've just checked a couple of addresses and they're going through.

I suspect it was down (The coverage part) but the rant is not about that, its about the support staff that cant figure anything out unless you spoon feed them to get any info

 

[Captain Axxess]

So this is a Rant, I CANT DEAL ANYMORE. We have a few sims with this ISP, trying to sign up a new sim on MTN Fixed LTE but the coverage map is down, it shows NO LTE AVAILABLE for any address you give it and their system will not allow you to buy a service if it says this. I checked multiple addresses and yes even addresses I know has coverage (My office has an ACTIVE sim)

I decide to contact the support but they are so dumb/unwilling to assist is funny. @Captain Axxess where do you find your support staff. Do you outsource to a call center in India or Pakistan?

I was talking to a Yonela, not sure if this person is male or female but I do know they dont get paid enough to actually care about your clients. I try to explain my issue but its an easy answer, you don't have coverage. End of chat. WTF

To any prospective clients. STAY AWAY FROM AXXESS

Hello Went_For_Beer,

We’re sorry to hear that you're not satisfied with our service. We aim to provide the best experience for all our clients.
Please allow for our team to look into your experience and provide feedback.

Thank you for bringing this to our attention. We’re committed to improving your experience.

 

[Went_For_Beer]

Hello Went_For_Beer,

We’re sorry to hear that you're not satisfied with our service. We aim to provide the best experience for all our clients.
Please allow for our team to look into your experience and provide feedback.

Thank you for bringing this to our attention. We’re committed to improving your experience.

Copy paste reply this. I have been moaning for a while. No account managers, no team leaders just useless support staff

 

[Voldemort]

I suspect it was down (The coverage part) but the rant is not about that, its about the support staff that cant figure anything out unless you spoon feed them to get any info

Poor customer service seems to be an ethos, not of late, but more like ingrained. One or two bad apples will forever rot the barrel, regardless of the company..

 

[Captain Axxess]

Copy paste reply this. I have been moaning for a while. No account managers, no team leaders just useless support staff

Hi Went_For_Beer,

We’re really sorry that our service has not met your needs. We want every client to have the greatest experience possible.
Our goal is to make your experience better and we hope to provide you with that experience next time.

Once again; our sincere apologies.

 

[OCP]

Hi Went_For_Beer,

We’re really sorry that our service has not met your needs. We want every client to have the greatest experience possible.
Our goal is to make your experience better and we hope to provide you with that experience next time.

Once again; our sincere apologies.

How about "sorry - we messed up, let me get back to you shortly with actual answer/resolution" instead of copy paste answer that means nothing.

Replies like these would make me not want to deal with you as a provider.

For bonus points go read the CISP/Absolute Hosting support replies.

 

[Went_For_Beer]

How about "sorry - we messed up, let me get back to you shortly with actual answer/resolution" instead of copy paste answer that means nothing.

Replies like these would make me not want to deal with you as a provider.

For bonus points go read the CISP/Absolute Hosting support replies.

Exactly why I stopped replying. This was just a rant and did not expect any support or assistance from @Captain Axxess because its not in their business model

 

[Captain Axxess]

How about "sorry - we messed up, let me get back to you shortly with actual answer/resolution" instead of copy paste answer that means nothing.

Replies like these would make me not want to deal with you as a provider.

For bonus points go read the CISP/Absolute Hosting support replies.

Thank you OCP,

We've taken note of your communication style recommendations and we will share them to our team.

 

[Conack]

The response I would've liked to see:

​

Hi Went_For_Beer,​

We're very sorry to hear about this. Kindly PM me your details and I will see that it's promptly escalated to senior staff that can look into this for you and/or organize a call-back.
As a valued client and reseller we'll make available to you an Axxess manager's contact address should you have issues like this in future, instead of having to resort to posting on public forums.

Warm regards,
Team Axxess

 

[susefan]

The response I would've liked to see:

​

Hi Went_For_Beer,​

We're very sorry to hear about this. Kindly PM me your details and I will see that it's promptly escalated to senior staff that can look into this for you and/or organize a call-back.
As a valued client and reseller we'll make available to you an Axxess manager's contact address should you have issues like this in future, instead of having to resort to posting on public forums.

Warm regards,
Team Axxess

@Captain Axxess is a bot.