Crystal Web ADSL performance feedback thread Part 3...

[minkukel]

I'm jumping ship, got billed for 40Mb/s VDSL and 250GB capped while my connection is 20Mb/s VDSL and 150Gb capped since October 1. And support/live chat has become as useless as WA and Afrihost. Moving Afrihost just because I can :
1: Upgrade/downgrade/change on the portal anytime.
2: Pay less for the same crappy service

 

[Ho3n3r]

I'm jumping ship, got billed for 40Mb/s VDSL and 250GB capped while my connection is 20Mb/s VDSL and 150Gb capped since October 1. And support/live chat has become as useless as WA and Afrihost. Moving Afrihost just because I can :
1: Upgrade/downgrade/change on the portal anytime.
2: Pay less for the same crappy service

This is concerning.

@Crystalweb Management, any comment?

 

[AfricanTech]

I'm jumping ship, got billed for 40Mb/s VDSL and 250GB capped while my connection is 20Mb/s VDSL and 150Gb capped since October 1. And support/live chat has become as useless as WA and Afrihost. Moving Afrihost just because I can :
1: Upgrade/downgrade/change on the portal anytime.
2: Pay less for the same crappy service

So, by 'useless' you mean they won't refund you? Are unable to refund you? Are unable to explain how the billing snafu happened?

 

[minkukel]

Don't think you will get a response. Something is seriously wrong with CW

 

[MickeyD]

And support/live chat has become as useless as WA and Afrihost.

In what way?

 

[minkukel]

Pass the buck. I used to chat to support and do upgrade/downgrades etc and the person had no problem. Now the response is : Not our problem contact billing department. This a cut and paste from live chat:
(02:27:27 PM) Support Warrior: Billing department has its on procedures and we are tech support.

 

[Ho3n3r]

Pass the buck. I used to chat to support and do upgrade/downgrades etc and the person had no problem. Now the response is : Not our problem contact billing department. This a cut and paste from live chat:
(02:27:27 PM) Support Warrior: Billing department has its on procedures and we are tech support.

OK, but he has a point. And what did billing say?

 

[minkukel]

OK, but he has a point. And what did billing say?

No response

 

[MickeyD]

No response

No refund?

 

[minkukel]

No refund?

like in no response , no email , no phone call nada

 

[minkukel]

So, by 'useless' you mean they won't refund you? Are unable to refund you? Are unable to explain how the billing snafu happened?

No response from billing at all. Its basically what I call a "FECK YOU"

 

[milan188]

These posts are very concerning. Since DJ left the forum everything has gone downhill.

 

[stefan9]

OK, but he has a point. And what did billing say?

The response from the tech guy should be to go and fetch someone from billing to help the customer there and then. Not pass the buck and tell the customer to sort it himself...

 

[Orihalcon]

I can attest that billing queries are handled notoriously slow. Unfortunately true.

Still happy with CW myself...but can see why others would sour about this level of service compared to how it used to be.

 

[AfricanTech]

I can attest that billing queries are handled notoriously slow. Unfortunately true.

Still happy with CW myself...but can see why others would sour about this level of service compared to how it used to be.

Billing depts....

/shudders

 

[Bighit]

Guys, in all fairness, it's the billing time so obviously queries will be answered slowly. I had a billing query a week ago and was answered within 6 hours. I changed my billing method at that time.

 

[AfricanTech]

Guys, in all fairness, it's the billing time so obviously queries will be answered slowly. I had a billing query a week ago and was answered within 6 hours. I changed my billing method at that time.

Good point - one forgets that end/beginning of the month is hectic for billing departments

 

[stefan9]

Guys, in all fairness, it's the billing time so obviously queries will be answered slowly. I had a billing query a week ago and was answered within 6 hours. I changed my billing method at that time.

Customer service is either good or bad. Don't care for excuses, they know when there will be more queries up to them to insure they have enough staff to deal with it...

 

[AfricanTech]

Customer service is either good or bad. Don't care for excuses, they know when there will be more queries up to them to insure they have enough staff to deal with it...

:crylaugh:

Can I come work for your company?

 

[StevenC]

:crylaugh:

Can I come work for your company?

For just a couple of days after the invoices get sent out?