M-Web and Tiscali

kaspaas · Sep 17, 2003

I popped M-Web the question via e-mail on why I should rather use their ADSL than Telkom's and similarly to Tiscali via their web enquiry form.

The promptly sent me automated e-mails (which I did not get from Telkom when I ordered the ADSL line).

I do love the speed and energy they promise in following up sales. Will see how fast they actually respond[}

]

Below the two e-mails:

M-Web:

Dear <email address removed>,

Thank you for your e-mail, which was received on the 17/09/2003 at
08:58:52.

Our usual response time to e-mail queries is 48 hours. If your request
requires more urgent attention please contact us on 0215968820 Our office
hours are Monday to Friday (08h00 to 17h00).

Best regards,
M-Web Member Services

Tiscali:

Thank you for contacting Tiscali World Online Products and Services, your
request will be attended to shortly. Please expect a response to your
email within the next 2 working days. If you require further information
please call 0860 00 11 77 and speak to a consultant.

Please note that this is an automatic response, we will respond to you
personally as soon as possible. You do not need to send another mail.

Your reference number is [#ID: 181003#]

Regards,
TISCALI (PTY) LTD
THE COMMUNICATION COMPANY
42 Wierda Road West, Wierda Valley, Sandton
Tel: 0860 00 11 77
Fax : +27 286-2718
E-Mail : [email protected]
http://www.tiscali.co.za

VQuest · Sep 17, 2003

Please keep us informed as to the replies you get. I'm interested to know why someone should pay R100 more to subscribe to the ADSL service through them rather than Telkom.

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United we stand!
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BlueICE · Sep 17, 2003

I had the same question sent to Mweb, after a week I mailed them
back and asked if this is the way to treat potential customers.
Got a reply two days later saying after 64kb cap. I replied again
and asked if it was a gaurenteed 64kb (cos Telkom also said 64kb
after cap on the phone to me) and never got a reply.

I suppose if you've in Mweb's position you also dont have to care.

kaspaas · Sep 17, 2003

Tiscali sent me an e-mail at around 10:35.

The content is shown below. They also attached an application form.

But the crucial question of why I should spend my moeny with them rather that Telkom remains unanswered. Actually, they tell me exactly what I already know - otherwise I would not have made my query.

*********************

Dear Sir,

ADSL is based on Asymmetric Digital Subscriber Line. Tiscali World
Online#146;s ADSL is the ideal solution for a busy office or home offering an
'always on' Internet connection at speeds upload of 256kbs and 512kbs
download speeds. At present there are only three ADSL providers in SA,
i.e. Telkom Internet, Datapro ISP and Tiscali World Online.

Procedure and process for a client to obtain ADSL access:
The telephone line must pass through a number of tests of which Telkom
will perform The client must be between the 3.5 km radius of an ADSL
enabled exchange It#146;s Quick and easy to install, it takes about 21 days*
to be set up for ADSL. Your existing phone line is checked and an engineer
will arrive to install the router / Modem. You will need to purchase a
modem or a router, which will be supplied by Telkom

What does ADSL Offer ?
ADSL supports up to 5 users whereby you get 2 user accounts with 2 E-mail
addresses and 10MB of web space

Benefits
When browsing the Internet, whether you are looking for new suppliers,
researching new markets or investigating potential customers or investors.
With ADSL your single telephone line become a true multi-tasking tool,
allowing you to surf the internet while talking on the phone or sending a
fax at the same time. With an "always-on" connection you can get immediate
information updates relevant to your business, this could be commodity
prices or share prices and currency exchange rates. Pricing

Tiscali World Online Monthly Internet Fee: R350 per monthor R3850 annually

Telkom Fees:
ADSL monthly line rental for residential customers: R680 or business
customers: R800 (Including VAT) ADSL line installation charge: R404 (once
off including VAT) ADSL Ethernet modem: R2469 or ADSL USB modem: R2067

To obtain an ADSL dialup account please contact the Tiscali World Online
Sales Department on 0800 00 56 56 or email [email protected]

Tiscali World Online is committed to giving our subscribers quality
service at all times and giving you the "World Online".

Regards,

Kholeka Mvulane
Tiscali (Pty) Ltd
The Communication Company
42 Wierda Road West, Wierda Valley, Sandton
Tel : 0860 00 56 56
Fax : +27 11 286 2718
E-Mail : [email protected]
http://www.tiscali.co.za

SK33T · Sep 17, 2003

Kaspaas I see you got another automated message I really hoped that answerd all your questions

athetic

VQuest · Sep 17, 2003

Yep, it looks pretty much like that was another automated reply. Thats enough to put me off giving them my business. You asked a specific question which clearly was not answered. Have you considered calling them for the answer?

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United we stand!
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Andre · Sep 17, 2003

How is this for arrogance (from http://www.telkomsa.net/ispcd/index.html)

Telkom owns the data network, so no other ISP can provide you with faster data communication or more bandwidth.
[Unquote]

SK33T · Sep 17, 2003

That Email is a classic egxample of automation,theres no personal service anymore.
Its exacly the same with switchboards,the operator doesnt need to answer your call because the PABX will do it for them,then you have to punch in the EXT no if you know it you then get transfered and if the person is not there you get the answer service and if you dont leave a message then it cuts you of with out the option of going to an operator who could maybe put you on to someone else who can help you.That F**** me off big time.

Quazzi · Sep 17, 2003

I remember someone saying in a previous post in another topic that international bandwidth (post cap) with M-Web is better than the other service providers. I don't know how true this is though - could be some M-Web marketing/sales guys at work here.

I'm with interprise, www.interprise.co.za, and the service hasn't been bad at all. I took the combo package where they register a domain, host and all the whistles for +-R400 pm. I also received a free ADSL modem (USB - Netgear DM602) which I have since then upgraded to a DG814 for an extra R500.

kaspaas · Sep 17, 2003

Even better:

"Telkom Internet is staffed and managed by passionate, innovative people who understand the need for robust, reliable and flexible business Internet services. "

They are obviously not staffed with people who understand the concept of World Class Service at World Competive rates...

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by Andre
 How is this for arrogance (from http://www.telkomsa.net/ispcd/index.html)

Telkom owns the data network, so no other ISP can provide you with faster data communication or more bandwidth.
[Unquote]
<hr height="1" noshade id="quote"></blockquote id="quote">

onionpeel · Sep 28, 2003

I also had the same question. ADSL account prices are as follows:
Telkom Internet = R220
MWeb = R300
Tiscali = R350
All offer exactly the same product. So I tried to figure out their story... My guess would be that Mweb and Tiscali are trying to make money by retaining their subscribers rather than getting new ones for ADSL. The logic would go like this: Tiscali 56kbps Dial Up account = R145 (I think) so if the guy wanted ADSL, it would cost him R205 more and he keeps his email address and goodies.
R205 is cheaper than losing your email account (assuming you still want it) and getting Telkom Internet's ADSL (and email etc.) for R220.

Just my shot at this. I can't think of anything else which could justify the pricing... unless Telkom Internet is subsidised by Telkom, but then that would be pretty nasty, right? This is just another example of how one aspect in the theory of Economics fails in my eyes.

Pumba · Sep 28, 2003

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by onionpeel
 unless Telkom Internet is subsidised by Telkom, but then that would be pretty nasty, right? This is just another example of how one aspect in the theory of Economics fails in my eyes.
<hr height="1" noshade id="quote"></blockquote id="quote">

AFAIK, that is not allowed, but then, nobody can proof if it does happen.

VQuest · Sep 28, 2003

I was with Tiscali but could not justify spending R100 more for the same service I could get from Telkom, so I moved over to Telkom. Tiscali customer service and support is no better than Telkom, so even that is no reason to spend R100 for the same product.

----------------
United we stand!
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Karnaugh · Sep 28, 2003

Tiscali has pretty good customer service IMHO, just try ask them a good question [

]

<hr noshade size="1">iActive internet services
http://www.iactive.co.za

VQuest · Sep 28, 2003

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by Karnaugh
 Tiscali has pretty good customer service IMHO, just try ask them a good question [

]

<hr noshade size="1">iActive internet services
http://www.iactive.co.za
<hr height="1" noshade id="quote"></blockquote id="quote">

Oh boy, I could tell you some hair raising stories about World Online's customer service. Having a problem with satellite always proved to be more frustrating than a normal dial-up problem. No one seemed to know what was going on half the time.

I'll leave it at that.

----------------
United we stand!
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M-Web and Tiscali

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