Crystal Web ADSL performance feedback thread Part 3...

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Anyone else's ADSL just dropped at 22:10? Hook line and sinker. No lights for ADSL showing, not even red ones - like my line's missing. Rebooting isn't doing anything.
 
Was a password change it seems. Got the mail yesterday, not sure why it would be changed on the system now randomly.
 
hjlinde said:
CW. Going to say this as nicely as I can. While I love my dsl service from you guys and have no complaints, in fact, keep it up as having consistent 40mbps is really enjoyable. +1 for that!

In the interest of improvement, there is one thing that irks me and that is your web-site and the portal. I'm not sure who you hired or who handles the development, but honestly...they should be fired. Few days has gone past now and the portal is offline with some PHP 404 error etc. For goodness sake, if you are doing major maintenance, at least have a notice page in place saying 'we're upgrading our portal, be back soon'. Or better yet, develop elsewhere and don't break the sort-of-functional one that was there. It's little details that seem to be overlooked and results in a rather amateur-like perception of CW. Not to mention the fact that the previous portal pointed to an entirely different URL being something like indigostorage.co.za/CW < ?! It's not very hard to establish the portal on something like portal.crystalweb.co.za etc. Small things that create bad perceptions is certainly not doing you any favours. Sadly -3 points for this.

I'd certainly like to see CW look all-round professional as it should be.
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Yes, I have to agree here with hjlinde -- this has been broken for a long time now. One would think that this would be a top priority... particularly when customers have to call in and listen to pretty music for 10 minutes and then be told to "leave a message".
All I want to do is check on my utilisation, and change my password properly (how on earth is sending a new password via email secure???).

Crystalweb please get your act together -- right now you suck.
 
infscrtyrisk said:
Yes, I have to agree here with hjlinde -- this has been broken for a long time now. One would think that this would be a top priority... particularly when customers have to call in and listen to pretty music for 10 minutes and then be told to "leave a message".
All I want to do is check on my utilisation, and change my password properly (how on earth is sending a new password via email secure???).

Crystalweb please get your act together -- right now you suck.
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What IVR option are you pressing that results in 10min waiting in a call queue? This should never be the case whatsoever unless you are selecting business sales or billing where it will try to reach an agent but is outside of business hours. I'm checking now and I see 2 VMs from the support number - will check to see why this is the case in business hours for you. Seems there may be a routing issue on the desk - looking into it now.

Utilisation is sent by email each day unless you've opted out of this. We had no choice but to send the passwords out as quickly as possible to mitigate any risk. As it turns out the risk was minute, but it was the safest and best thing to do. We are busy building an SMS function for this now too. The portal link does send you to an offline for maintenance message. Can you clear your cache and try again?

You can also speak to anyone on live chat re: the password if need be as well. We do recommend live chat as the primary point of contact in the business...
 
infscrtyrisk said:
Yes, I have to agree here with hjlinde -- this has been broken for a long time now. One would think that this would be a top priority... particularly when customers have to call in and listen to pretty music for 10 minutes and then be told to "leave a message".
All I want to do is check on my utilisation, and change my password properly (how on earth is sending a new password via email secure???).

Crystalweb please get your act together -- right now you suck.
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Don't you get the daily email on usage?
 
DJ:

1. Regarding the IVR, I am selecting what a normal person would select when wanting to reach support people -- based on the number on your website. I am not paid a fee to give you a blow by blow of what I pressed, and I suggest that you ensure that people test stuff before it goes live.
2. Regarding your support site, I select the support option on top of your website Home --> Support Home, and then get:

"A PHP Error was encountered

Severity: Notice

Message: Only variable references should be returned by reference

Filename: core/Common.php

Line Number: 257

A PHP Error was encountered

Severity: Warning

Message: Cannot modify header information - headers already sent by (output started at /usr/www/users/indigfajaw/lms/system/core/Exceptions.php:185)

Filename: core/Common.php

Line Number: 438

404 Page Not Found

The page you requested was not found."

This is the case with Firefox, Chrome and IE. I am really not that concerned about your business to take screenshots to prove things to you -- pro bono. If you need a lackey to test your website, your portal and and its broken things, then hire someone to do it. Similarly if you need someone to consult on security matters, don't expect it to fall from the sky mahala, after the breach.
 
/pokes DJ

Someone in support has dropped a ball :/
 
infscrtyrisk said:
DJ:

1. Regarding the IVR, I am selecting what a normal person would select when wanting to reach support people -- based on the number on your website. I am not paid a fee to give you a blow by blow of what I pressed, and I suggest that you ensure that people test stuff before it goes live.
2. Regarding your support site, I select the support option on top of your website Home --> Support Home, and then get:

"..."

This is the case with Firefox, Chrome and IE. I am really not that concerned about your business to take screenshots to prove things to you -- pro bono. If you need a lackey to test your website, your portal and and its broken things, then hire someone to do it. Similarly if you need someone to consult on security matters, don't expect it to fall from the sky mahala, after the breach.
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Dude chill your tits. They made a mistake and will fix it, but don’t come in here acting all high and mighty.
Be polite and things will get done, be a dick and everyone here will ignore you.
 
Phinix said:
Dude chill your tits. They made a mistake and will fix it, but don’t come in here acting all high and mighty.
Be polite and things will get done, be a dick and everyone here will ignore you.
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Let him learn the hard way. He doesn't know DJ and what DJ has done for his customers
 
Phinix said:
Dude chill your tits. They made a mistake and will fix it, but don’t come in here acting all high and mighty.
Be polite and things will get done, be a dick and everyone here will ignore you.
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Phinix: Dude, get knotted.

Don't make out like its my fault that CrystalWeb have issues; and then make out that it is my fault that they use "... live chat as the primary point of contact in the business" -- especially when it does not work.

Where exactly was I impolite? Stuff is broken -- that is a fact. It needs fixing --- and I do not get anything out of reporting it as broken.

You, on the other hand, need to declare your relationship with CW and why you are defending the indefensible and sucking up to them. Don't be like the ANC and defend poor service. IMHO you are the one being "the dick" (as if that is a polite term).

This thread is about CrystalWeb Performance feedback -- if they cannot take the heat then they should close it (one shudders to think where their poor subscribers are going to report matters then, considering that their support channels are out).

If you want to start your own "Crystal Web Worship and Sucking Up" thread, then please go ahead knock yourself out -- no one is preventing you. But don't try and intimidate those who use the thread legitimately, particularly in the light of the fact that their support is currently non-existent.

So go and chill your own tits, and take your own advice, Mr Politeness.
 
infscrtyrisk said:
Phinix: Dude, get knotted.

Don't make out like its my fault that CrystalWeb have issues; and then make out that it is my fault that they use "... live chat as the primary point of contact in the business" -- especially when it does not work.

Where exactly was I impolite? Stuff is broken -- that is a fact. It needs fixing --- and I do not get anything out of reporting it as broken.

You, on the other hand, need to declare your relationship with CW and why you are defending the indefensible and sucking up to them. Don't be like the ANC and defend poor service. IMHO you are the one being "the dick" (as if that is a polite term).

This thread is about CrystalWeb Performance feedback -- if they cannot take the heat then they should close it (one shudders to think where their poor subscribers are going to report matters then, considering that their support channels are out).

If you want to start your own "Crystal Web Worship and Sucking Up" thread, then please go ahead knock yourself out -- no one is preventing you. But don't try and intimidate those who use the thread legitimately, particularly in the light of the fact that their support is currently non-existent.

So go and chill your own tits, and take your own advice, Mr Politeness.
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PEBKAC

how about contacting DJ in a pm. You will be surprised how helpful he is and public spats can end up doing more damage

Disclaimer- I am a CW customer, who have known DJ on the forums for sometime. I was hesitant to sign up due to by verbal arguments on the forum with another director in the company who is no longer around.
 
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