Crystal Web (NEW ISP) ADSL Feedback

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HenkofCamelot said:
I previously had email set up with old Axxess email address. I then received support from Axxess so that I could access their webmail and would be able to forward/redirect my email to a Crystal Web email address. They could also auto forward it. What I requested from Crystal Web was extremely simple, I requested an Crystal Web email address and that my email setup be changed from the Axxess email to the Crystal Web email I requested support with this as I do not have the know how to do the change myself. Basic I asked for a crystal Web email address and assistance to set it up. Are you telling me that your Crystal Web internet does not include email address, that it is something totally new and unique to you and that you had to extensively for a week work on it to provide email address.
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These days most people either use their @owndomain or @gmail or @live email addresses. I did not for one moment think to ask for a mail address from CW. it is just better to have one mail address, because a lot of people jump from ISP to ISP. It makes more sense that way. :)
 
Hey.. wait..

I can get a CrystalWeb email address?!?!?!? Epic!

*gets in line for such a prestigious email address*
 
Now to try and get a CW support agent to promise me a Nandos meal for every month I'm with cw...
 
ToxicBunny said:
Hey.. wait..

I can get a CrystalWeb email address?!?!?!? Epic!

*gets in line for such a prestigious email address*
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definitely not - there was a mistake on the support desk that we decided to honor - much to my frustration
 
saa044 said:
These days most people either use their @owndomain or @gmail or @live email addresses. I did not for one moment think to ask for a mail address from CW. it is just better to have one mail address, because a lot of people jump from ISP to ISP. It makes more sense that way. :)
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I still have my Axxess email address which I can continue using and will probably be the best for me to continue using.
 
Paul Hjul said:
definitely not - there was a mistake on the support desk that we decided to honor - much to my frustration
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Damnit...

I try and collect email address...

You are hindering my collection habit now. This is unacceptable.
 
HenkofCamelot said:
I still have my Axxess email address which I can continue using and will probably be the best for me to continue using.
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Well, we have provisioned your new email address for you, sent it off, apologised, I believe a call from one of our directors was made, and I have tried to explain from our perspective where the issue stemmed from.

I cannot apologise enough, and do hope that you will give us a second chance to impress on support.
 
Crystal Web said:
Henk, I don't believe that this is the correct avenue to answer all of these but I shall nonetheless.

We offer ADSL services, and value adds are to be released in the next few weeks. Since the inception of Gmail and other such services, the market for hosted email from your ISP is really minimal, and we have no plans to offer it as a standard service for such little reward to the vast majority of customers, but we made an exception in your case in light of what was promised to you.

The agent in question realised that he made a mistake and tried to pretend it never happened - he kept it from management until two days ago after we discovered the ticket and questioned him about it. I authorised it yesterday, and asked that a mail be sent to you requesting the particulars for your account.

That's how this panned out, and I apologise that it has resulted in such a poor experience with us so far. An honest error was made on our side, and the agent in question (being a little on the young and immature side) simply hoped it would fade away and not be picked up on. It's not how we do business, and action has been taken internally to rectify this moving forward.

We have already sent the details, and are happy to assist to guide you through the setting up of the mail on your side if need be.
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I have received an apology from Paul and I have accepted it. If I was not aware this is a problem or would cause the problems it did, I would not even have considered asking for it.
 
HenkofCamelot said:
I have received an apology from Paul and I have accepted it. If I was not aware this is a problem or would cause the problems it did, I would not even have considered asking for it.
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It's not your fault at all. It was human error on our part by one of our representatives, and a rather silly one at that, that should never be repeated, and won't be. I appreciate you taking the time to talk to Paul and glad that you've accepted our sincere apology.
 
Crystal Web said:
Well, we have provisioned your new email address for you, sent it off, apologised, I believe a call from one of our directors was made, and I have tried to explain from our perspective where the issue stemmed from.

I cannot apologise enough, and do hope that you will give us a second chance to impress on support.
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I did receive the call from Paul and did accept his apology. As I said in another comment I was not aware this is a problem and if I knew or was made aware at any time that it is a problem I would not have requested the email address. But apparently I am being blamed for the time wasted on Crystal Web side. And I dont know whether you will have second chance to impress me on support as Paul threatened to cancel my subscription.
 
HenkofCamelot said:
And I dont know whether you will have second chance to impress me on support as Paul threatened to cancel my subscription.
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That doesn't sound like Paul whatsoever, so I will now need to begin an investigation process into this.
 
Crystal Web said:
That doesn't sound like Paul whatsoever, so I will now need to begin an investigation process into this.
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He said as I am apparently now on the lookout for another ISP, they cannot spend any effort to try and retain me. Further that Crystal Web has the right to cancel any subsribers subscription and that he will discuss it with the other directors tonight and then they will consider giving me notice for the end of the month
 
I can only imagine Paul would have responded like that if you had become belligerent or otherwise during the conversation...

Because that doesn't sound like Paul at all, he is normally very courteous if a bit wordy at times due to being a Pseudo-Lawyer.
 
HenkofCamelot said:
He said as I am apparently now on the lookout for another ISP, they cannot spend any effort to try and retain me. Further that Crystal Web has the right to cancel any subsribers subscription and that he will discuss it with the other directors tonight and then they will consider giving me notice for the end of the month
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I can be a grumpy old man, and I will throw my toys out the cot if warranted, but my interactions with both Paul and Shaun have always been civil, even after me publically slating them.

Sorry sir, I cannot accept what you are telling me since I would have been one of the first to be told to F*** off with my attitude and here all you asked for was an email address? Sounds like an Oliver story to me. http://www.sparknotes.com/lit/oliver/summary.html
 
Reading the last 2 pages HenkofCamelot, there is a way to do certain things. I saw your way as rude and arrogant unfortunately. matters like these should be handled in PM. To me it looks like you tried to do the CW image harm in a open forum.
 
There was 5 emails and 3 pm's over period of nearly a week. Would you like me to publish all the emails and pm's, I was basically ignored until I came out strongly this afternoon. I believe my prior postings was quite civil.
 
HenkofCamelot said:
There was 5 emails and 3 pm's over period of nearly a week. Would you like me to publish all the emails and pm's, I was basically ignored until I came out strongly this afternoon. I believe my prior postings was quite civil.
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Posting PM's and emails without the other party's permission will get you a week's ban from the Mods.
There's no need the problem is over, let's not bring in 10K posts in this way...
 
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