does [email protected] work?

[kaspaas]

I don't have MyWireless yet - no coverage.

A curious question:

If one send an email to [email protected], it goes down a big black hole and never surfaces again.

What happens if one sends a mail to support@mywireless??

Does one get an automated ticket number?

Does such emails actually trigger corrective actions?

Thanks



South Africa needs World Class Broadband at World Competitive Prices.

 

[LoneGunman]

Theres a big black hole into which emails to [email protected] seem to go. Usually if you send mail through, you have to then fone them, and tell them you've sent mail, and wait while they try and find the email - and then if you're lucky and talking to a bright Orc, they'll (if they open a Job Ticket manually for you) cut n paste the contents of the sent email into the job ticket info..
So no, its all very 19th century, as far as I can tell - no automation set up at all, and (unless you get lucky and have a bright Orc at the call-centre who's actually monitoring incoming emails, there's zero feedback or calls back to customers based purely on email contact..)
This is another part of the non-service which those of us acquainted with trying to get answers on subjects from them, know all too well, and which needs to be addressed by lots of beating and whipping of the Orcs, and Upper Management Sentech Wraiths as well..

 

[kaspaas]

Thanks. At least I now know that Sentech is (just like Telkom) not really focused on client service. It is good to know what to expect before making a plunge.

Would TheRodent perhaps forward this to the kind lady at Sentech? Maybe she'll sort it out quick. I doubt if many sad tales of MyWireless service failures ever gets to her eyes or ears.

I really wish Sentech ( and other competitors in the broadband market) all of the best. Unless we have excellent broadband soon, South Africa will drop down the digital divide.



South Africa needs World Class Broadband at World Competitive Prices.

 

[gripen]

I sent them an email saying "dont respond unless you have fixed the problem" or something to that effect.

Needless to say, I havent heard a thing.. Well, I was a tad nasty or cynical in the email. I get tired of being treated like a tool.

 

[malec]

I was very surprised to get a call from the help desk about one of my emails, but I think it was bacause they were pissed ... I asked them to fix tower 36 PTA (very optimistic it all looks in retrospect) and then they replied obviously telling me that they were not aware of any problems. So I stated a few problems and then they told me to reset my modem and phone them, which got me pissed and I told them it's been done a million times and I refuse to call them again so someone can tell me to reset the thing. Then suprisingly they told me my modem was faulty and I should go exchange it at the shop in menlyn. Finally when I told them it was not my modem and that they should exchange tower 36 at the shop in menlyn rather, I got the call ...

 

[KemoSabi]

Sending a mail to [email protected] , doesnt dissapear into a Black hole...that wouldbve been nice.

Rather it gets accumulated into the backbone of Stupid. And then churned around multiple times. After which it is replied to by a person who struggles to pronounce the word ToweRRR. The Email states at first , by rule of thumb, that there is no problem, you are a crazy paranoid Customer, and go to hell....only in nicer words.

a few emails later results, in yes theres a problem , we dont know what it is, but working on it, you now have a fictional ticket number given to you...5 weeks later and im still waiting.

/sigh if only it was a blackhole, then I could atleast hope it went somewhere, but now I know what happened to my emails....

 

[spottedbovine]

Hey they do reply, you just have to be patient, I sent a mail 2 weeks ago with questions I needed answered urgently, I got a reply today, so I sent of another question, at this rate they will have a new customer in about 5 years, I think I am just gonna continue asking questions and waiting for replies