Crystal Web (NEW ISP) ADSL Feedback

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CW, can I please ask that we allocate my problem to one particular agent for consistency, especially due to the fact that it's so erratic, with a problem like this continuity is important from an understanding and problem solving perspective.

having the problem allocated to a new/different agent every time is just going to start causing frustration on my side. I've been down this road a few times with Afrihost and the way they operate their support which, I have highlighted to them on numerous occasions, is inefficient, please don't fall into the same trap.

I understand that on the one hand having the first available agent deal with an issue may be fine from a response time perspective, but my belief is rather keep an issue with an agent through to resolution where possible, this will ensure the agent has a complete understanding of the issue, will highlight to you any deficiencies in the agent's knowledge and can allow for the agent to learn and develop and the client doesn't have to go through the hassle of explaining the history of the problem every time.

my R2 worth (you can still buy stuff for R2 can't you?) :p
 
Ol' Mean Bastid said:
CW, can I please ask that we allocate my problem to one particular agent for consistency, especially due to the fact that it's so erratic, with a problem like this continuity is important from an understanding and problem solving perspective.

having the problem allocated to a new/different agent every time is just going to start causing frustration on my side. I've been down this road a few times with Afrihost and the way they operate their support which, I have highlighted to them on numerous occasions, is inefficient, please don't fall into the same trap.

I understand that on the one hand having the first available agent deal with an issue may be fine from a response time perspective, but my belief is rather keep an issue with an agent through to resolution where possible, this will ensure the agent has a complete understanding of the issue, will highlight to you any deficiencies in the agent's knowledge and can allow for the agent to learn and develop and the client doesn't have to go through the hassle of explaining the history of the problem every time.

my R2 worth (you can still buy stuff for R2 can't you?) :p
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As far as practical we have it setup such that there is some agency consistency but shifts come into play - bloody labour laws won't let us keep staff shackled to the desk for 24 hours in the day
 
Paul Hjul said:
As far as practical we have it setup such that there is some agency consistency but shifts come into play - bloody labour laws won't let us keep staff shackled to the desk for 24 hours in the day
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screw the labour laws, most other small businesses do :p

having worked in a shift environment I know where you're coming from so make sure you have a decent shift handover system
 
cost for 20meg uncapped?

shaping policy on nntp (including shh) and torrents?

streaming during office hours?

can i assume normal web browsing (youtube included) is high priority?
 
Really? R118.66 for 3 days of ffff......ing access? what are you guys smoking? I'm not trying to be a d.ck but seriously?
 
ReBeL25 said:
Really? R118.66 for 3 days of ffff......ing access? what are you guys smoking? I'm not trying to be a d.ck but seriously?
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Not all isps have prorata you know some you pay full price if you join at the end of the month(though snap snap cw get dat prorata system)
 
slasherjdc said:
Not all isps have prorata you know some you pay full price if you join at the end of the month(though snap snap cw get dat prorata system)
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yep, we'd love to be able to offer the Internet entirely for free (and we know there are a few of our colleague businesses who feel the same way, whilst others not so much) but there are commercial realities at play and while we've managed to get a tiered pro-rata system in place it is not a daily pro-rata approach. If we were to operate with daily pro-rata billing on our current costings reality our pricing would be about 25% higher than what it is, and while this may act as a glitch for securing new sign-ups we feel it is fairer to our existing customers and we'd like to offer as much real value as possible if this changes and we can add granularity to our billing then we will pass that on - and maybe even have a pro-rata to the hour capability - although I think our accounts department might be unhappy.
 
Paul Hjul said:
yep, we'd love to be able to offer the Internet entirely for free (and we know there are a few of our colleague businesses who feel the same way, whilst others not so much) but there are commercial realities at play and while we've managed to get a tiered pro-rata system in place it is not a daily pro-rata approach. If we were to operate with daily pro-rata billing on our current costings reality our pricing would be about 25% higher than what it is, and while this may act as a glitch for securing new sign-ups we feel it is fairer to our existing customers and we'd like to offer as much real value as possible if this changes and we can add granularity to our billing then we will pass that on - and maybe even have a pro-rata to the hour capability - although I think our accounts department might be unhappy.
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Nah I meant half price on the last day of the months is abit extreme even if you make it full before 15th half after 15th then 1/4 after 22 would make it easier for people to join no need to do per day if you struggle
 
at the moment it is half at half way through the month and a third in the last third

personally I'd like to get it down to the second such that the accounts administrators have to sit with a calculator :D
 
DJ is da MAN! sorted me out! Crystal web rules! Got my login details! These guy know how to make a deal!
 
Paul Hjul said:
at the moment it is half at half way through the month and a third in the last third

personally I'd like to get it down to the second such that the accounts administrators have to sit with a calculator :D
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ReBeL25 said:
DJ is da MAN! sorted me out! Crystal web rules! Got my login details! These guy know how to make a deal!
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You caved didn't you :P let him get it dirt cheap
 
Wait let me try this.
WTF!!!
More than R300.00 per month for a 4Mbps?
I mean really! I dont mind paying, but more than R300.00/pm?
Come on DJ. Sort me out.
:D
 
CW, please for the love of all that is holy.

I know I have what seems to be a particularly unique problem, we have had lots of emails going backwards and forwards over the past month, but I'm really starting to get frustrated now, if I get one more request to run another test from my side I'm really going to freak out. If you guys haven't got enough history by now then I doubt we ever will have.

Please understand that I can't sit on my account doing tests and emailing backwards and forwards with you guys all the time. I have work to do and clients to satisfy, my office needs a functioning internet connection, this is the reason I migrated my line to you guys in the first place as I thought it would make my life easier, right now it's not feeling that way.

So either you guys can support me in resolving the issue or not, if not then let's migrate my line back to Telkom and then I can get my PA who is not tech savvy to sit on their case everyday.

I really want to give you guys the benefit here.
 
Ol' Mean Bastid said:
CW, please for the love of all that is holy.

I know I have what seems to be a particularly unique problem, we have had lots of emails going backwards and forwards over the past month, but I'm really starting to get frustrated now, if I get one more request to run another test from my side I'm really going to freak out. If you guys haven't got enough history by now then I doubt we ever will have.

Please understand that I can't sit on my account doing tests and emailing backwards and forwards with you guys all the time. I have work to do and clients to satisfy, my office needs a functioning internet connection, this is the reason I migrated my line to you guys in the first place as I thought it would make my life easier, right now it's not feeling that way.

So either you guys can support me in resolving the issue or not, if not then let's migrate my line back to Telkom and then I can get my PA who is not tech savvy to sit on their case everyday.

I really want to give you guys the benefit here.
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An agent seriously cocked up on this this morning and DJ is busy on the case right now. An email should be sent to you within the next 15 minutes with actual feedback.
 
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