Crystal Web (NEW ISP) ADSL Feedback

[FuLL_MeT4L]

View attachment 144220

Beauty! Need to get me one of those.

 

[Crystal Web]

CW, sorry, for my clarity, do I need to pay the difference between my current charge and the Fusion charge, on my Aug invoice?

Would be awesome if you'd like to, but we're absorbing that cost for one month for customers. The increases only reflect for next month's invoice.

 

[Electric]

Would be awesome if you'd like to, but we're absorbing that cost for one month for customers. The increases only reflect for next month's invoice.

Why would you do that?
Nice of you and all but are you expecting me to pay the difference knowing that you'll absorb the cost?
Tbh I think you should not do this.
You are loosing money which should not be the goal of a new isp.

I will however pay the R50 difference because on principle it's the right thing to do.
Send me something free as thanks.

 

[Crystal Web]

Why would you do that?
Nice of you and all but are you expecting me to pay the difference knowing that you'll absorb the cost?
Tbh I think you should not do this.
You are loosing money which should not be the goal of a new isp.

I will however pay the R50 difference because on principle it's the right thing to do.
Send me something free as thanks.

I appreciate you looking out for us there. It's another one of these things where we can't throw a pricing increase at people at the end of a month and expect customers to just cough up. It's not fair for those who need to plan for these things, and in our opinion it's the right way to do business. I'll rather it cost us a little extra and keep you guys happy - another one of those cases where we're just truly trying to look out for our end users.

 

[F1 Fan]

I appreciate you looking out for us there. It's another one of these things where we can't throw a pricing increase at people at the end of a month and expect customers to just cough up. It's not fair for those who need to plan for these things, and in our opinion it's the right way to do business. I'll rather it cost us a little extra and keep you guys happy - another one of those cases where we're just truly trying to look out for our end users.

I'm not sure I agree on how this was carried out. Existing users will now be migrating to these new packages, effectively costing them more money. Which means, they cannot cancel before the month, as it is too late and will have to pay for whatever new account they choose in Sep. . On principle, I don't agree with this even though it is not really much of a price difference...

 

[Sinbad]

Accounts are paid in advance. So September gets paid for now. Increase gets paid in September for October 's subs

 

[Aluroth]

I'm not sure I agree on how this was carried out. Existing users will now be migrating to these new packages, effectively costing them more money. Which means, they cannot cancel before the month, as it is too late and will have to pay for whatever new account they choose in Sep. . On principle, I don't agree with this even though it is not really much of a price difference...

The first month they take the knock for you, and in that time you can decide whether you want to go to the same price product or the one little bit more expensive. What is there not to agree with?

 

[Hectic]

I'm not sure I agree on how this was carried out. Existing users will now be migrating to these new packages, effectively costing them more money. Which means, they cannot cancel before the month, as it is too late and will have to pay for whatever new account they choose in Sep. . On principle, I don't agree with this even though it is not really much of a price difference...

You can cancel before the next billing run? The new price structure only comes In affect at the end of September or am I missing something?

 

[Anakha56]

I will however pay the R50 difference because on principle it's the right thing to do.
Send me something free as thanks.

+1 I will do a eft for the outstanding R50 tonight as well. @CW you guys have been great in the way you have handled your startup and the issues that have cropped up along the way so consider this a small thank you .

 

[Crystal Web]

I'm not sure I agree on how this was carried out. Existing users will now be migrating to these new packages, effectively costing them more money. Which means, they cannot cancel before the month, as it is too late and will have to pay for whatever new account they choose in Sep. . On principle, I don't agree with this even though it is not really much of a price difference...

Not at all. Apologies for any confusion.

We're migrating you for this month at no expense to you. Only next month's invoice will reflect the new amounts, and normal cancellation policies apply at that point. In other words you can cancel before the 19th of every month, for that same month.

Obviously we'd prefer that customers remain so as not to cost us even more money and over the coming months of internet bliss we can recover the costs back for this unshaped trial and now free Fusion trial essentially.

But no, we're not forcing anyone onto anything, and in fact many customers will attest to the fact that we're incredibly helpful when talking to us to get the right product for your needs.

See, all customers were pretty much on the same account, and it's not always the right account for everyone. Trying to find that mythical balance of pleasing absolutely everyone on a single account is a pipe-dream until everyone can afford uncapped unshaped. So as we've always said, we're going to introduce a range of products, at different price points to please everyone. Customers asked for unshaped - we did it. Customers who can't afford uncapped unshaped, now get unshaped goodness in any case by default, and an awesome shaping policy thereafter, and in essence the price increases have been R50 and to two products. Early bird customers who were paying far less feel a higher increase to move to the new special (and these are still special prices but they will now remain for existing customers).

Essentially we've added unshaped for all Fusion accounts, and moved the uncapped side into priority bandwidth, added better VPN support, listened to customers regarding the p2p thing and implemented it, and overall increased the value of this product in multiples far higher than any increases we've had to introduce.

 

[F1 Fan]

The first month they take the knock for you, and in that time you can decide whether you want to go to the same price product or the one little bit more expensive. What is there not to agree with?

You can cancel before the next billing run? The new price structure only comes In affect at the end of September or am I missing something?

Oops, my mistake. For some reason I thought the accounts were post paid and that pricing was effective immediately...

Blond moment....apologies....

 

[Electric]

So I made the proposal that you give me something free for my R50 upfront payment.
Anything in the range of maybe R4500 will do.

 

[F1 Fan]

Not at all. Apologies for any confusion.

We're migrating you for this month at no expense to you. Only next month's invoice will reflect the new amounts, and normal cancellation policies apply at that point. In other words you can cancel before the 19th of every month, for that same month.

Obviously we'd prefer that customers remain so as not to cost us even more money and over the coming months of internet bliss we can recover the costs back for this unshaped trial and now free Fusion trial essentially.

But no, we're not forcing anyone onto anything, and in fact many customers will attest to the fact that we're incredibly helpful when talking to us to get the right product for your needs.

See, all customers were pretty much on the same account, and it's not always the right account for everyone. Trying to find that mythical balance of pleasing absolutely everyone on a single account is a pipe-dream until everyone can afford uncapped unshaped. So as we've always said, we're going to introduce a range of products, at different price points to please everyone. Customers asked for unshaped - we did it. Customers who can't afford uncapped unshaped, now get unshaped goodness in any case by default, and an awesome shaping policy thereafter, and in essence the price increases have been R50 and to two products. Early bird customers who were paying far less feel a higher increase to move to the new special (and these are still special prices but they will now remain for existing customers).

Essentially we've added unshaped for all Fusion accounts, and moved the uncapped side into priority bandwidth, added better VPN support, listened to customers regarding the p2p thing and implemented it, and overall increased the value of this product in multiples far higher than any increases we've had to introduce.

Apologies once again, I confused myself.

I've sent you a PM regarding the pricing changes etc..

 

[Hectic]

Oops, my mistake. For some reason I thought the accounts were post paid and that pricing was effective immediately...

Blond moment....apologies....

Well, you are an F1 fan, so cant' be too blond.

 

[Crystal Web]

Oops, my mistake. For some reason I thought the accounts were post paid and that pricing was effective immediately...

We're getting this a lot lately, and to be honest it's costing me on our cash flow and I'm going to be taking a hard-line approach to this soon.

We can't do 30 day payment terms for customers - all accounts are paid for the month in advance, as per the due dates on the invoices sent out.

 

[Hectic]

Is the Fusion account the Standard / default account or do I need to inform support that I would like to migrate to it?

 

[ItherNiT]

If you don't use the full 100gig with the fusion, will the leftover get moved to the next month or fall away?

 

[F1 Fan]

We're getting this a lot lately, and to be honest it's costing me on our cash flow and I'm going to be taking a hard-line approach to this soon.

We can't do 30 day payment terms for customers - all accounts are paid for the month in advance, as per the due dates on the invoices sent out.

Makes sense and in line with what other competitors are asking.....but now that I think about it, I have always been paying a month in advance...

 

[F1 Fan]

If you don't use the full 100gig with the fusion, will the leftover get moved to the next month or fall away?

It's not a capped account....so more than likely won't be carried over...

 

[Crystal Web]

Is the Fusion account the Standard / default account or do I need to inform support that I would like to migrate to it?

It will be the standard account moving forward, but best to talk to support to confirm.