MWEB and customer service.

B

boerseun

Senior Member
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<rant>
I once read a book called "Raving fans". Its about having happy customers in todays world is not enough, you need "Raving Fans". It tells stories of companies that go out of their way to keep their clients happy.

Obviously MWEB has no clue about customer satisfaction. All they care about are the debit orders at the end of the month. I logged a call with MWEB via email on 23rd of September and as yet I have had no response from them except for the automated one telling that they strive to respond within 48 hours. Well, strive harder!!!

So they were having issues with their ADSL network, so they put people one SAIX wholesale as a workaround while they wait for more IPC bandwidth from Telkom, but it looks like on the 21st they started moving people off the SAIX bandwidth again. WTF? You remove a workaround only once the problem is fixed, not so?

:mad:

</rant>
 
Hi boerseun

I'm really sorry to hear that we've caused this much frustration for you.

Please PM me the details of your email query and I'll make sure that someone responds to it tomorrow.

Kind Regards
MWEB Operations
 
Hi copacetic

Thanks for the positive feedback.

Kind Regards
MWEB Operations
 
jouda said:
I have to agree with the OP. I switched to MWEB. I had to revert to my old ISP (*spit*). Luckily the old account is active until end of this month.

edit: tried to contact mweb. result.... http://dl.dropbox.com/u/11845285/mwebcc.png
Click to expand...

Hi Jouda

I just checked the page and it's working. I'm not sure why you would have received that error, but I'll ensure this gets checked thoroughly. In the mean time can you send me your account details and I'll arrange for someone to contact you to discuss your concerns?

Thanks
MWEB Operations
 
MWEB Operations said:
Hi Jouda

I just checked the page and it's working. I'm not sure why you would have received that error, but I'll ensure this gets checked thoroughly. In the mean time can you send me your account details and I'll arrange for someone to contact you to discuss your concerns?

Thanks
MWEB Operations
Click to expand...

Thanks, but I believe Will gave us some sort of an explanation here http://mybroadband.co.za/vb/showthread.php/221840-MWEB-Uncapped-Subscribers-Feedback/page277

I guess I just happened to move to MWEB at the worst possible time.
 
Or the best possible time :) Our network is expanding and we are confident that the service will continue to improve. Please let us know if there's anything we can assist you with in the future.

Thanks and Welcome
MWEB Operations
 
Been with MWEB since they started the uncapped products and I must say I am a raving fan!

While it has had its teething problems, I look at the complaints and compliments other ISP's get and note the overall satisfaction levels their customers have and I must say MWEB does more good than bad. Given the fact that I was previously a hater of MWEB (due to pricing) this has been a complete 180° change of my views on them.

They are very vocal on this forum, with somewhat speedy responses to concerns, queries and complaints (and compliments!). They are willing to listen and try to adapt beneficial changes to the products.

If I had to say which ISP has given me the best service in my years as an ADSL subscriber, I would definitely rate MWEB as tops, Axxess second, Cybersmart 3rd, Openweb 4th (sorrry Keoma!) and Sentech...er no lol.
 
Thanks for the support Steven, it really is great getting this kind of feedback and we'll keep doing our best to provide the best possible service.
 
StevenC said:
Been with MWEB since they started the uncapped products and I must say I am a raving fan!

While it has had its teething problems, I look at the complaints and compliments other ISP's get and note the overall satisfaction levels their customers have and I must say MWEB does more good than bad. Given the fact that I was previously a hater of MWEB (due to pricing) this has been a complete 180° change of my views on them.

They are very vocal on this forum, with somewhat speedy responses to concerns, queries and complaints (and compliments!). They are willing to listen and try to adapt beneficial changes to the products.

If I had to say which ISP has given me the best service in my years as an ADSL subscriber, I would definitely rate MWEB as tops, Axxess second, Cybersmart 3rd, Openweb 4th (sorrry Keoma!) and Sentech...er no lol.
Click to expand...

I know there are people who don't mind to fork out for a service they don't receive, but I'm not one of them. If I all of a sudden have a problem and cannot pay my account, guess what??? I get cut off. This is why I don't use the ISP email or get All-In-One ADSL I want to be free to switch ISP with as little hassle as possible, because I beleive on voting with my wallet.
 
I don't get it? When SEACOM went down, MWEB was one of the first ISP's to have a contingency plan in place, bravo to them for that, but now, with THEIR OWN UPGRADE, they're pissing away their good name? Why? Why was there no plan in place to carry them through the upgrade? Sounds like it was planned very badly, or not at all.
 
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