FlatspinZA
Expert Member
Here is the deal:
I am a computer services provider, which ranges from fixing poxy PC's, to setting up networks, deploying servers, designing (with a lot of help from content management systems) websites, hosting websites, point of sale systems, surveillance systems, and a whole bunch of other stuff that we PC guys normally get ourselves into to make ends meet.
A few months back a client of mine was battling with his Internet, and since he was on an over-subscribed Wimax solution, I suggested that he switch to Mweb, which he did. They have stolen a lot of the cables in our area, but for some reason, Telkom still keeps the backbone running. I am running on a wireless link to the DSL exchange approximately 1.2km away. My client sits at the exchange, less than 100m away, hence the reason he has no problem with cable theft.
He sat with me while I did the application online, using his crappy WiMax connection (if I recall correctly). Then he was bombarded with calls from Mweb. We couldn't determine his area using the online application because it wasn't listed, so I told him to use any one and clarify when they accepted the application.
Long story short:
1. We never received a username & password!
2. They wanted my client to fill out a form and FAX it to them to request a UN & PWD reset - which he declined to do (My client runs his own business and doesn't have time for BS).
3. At this point, the line was active, so in the interests of making my client happy, I created a Web Africa data services package for him on my WA account (Why did I recommend Mweb & not WA? Because I honestly don't give a toss, since I don't make any money off them anyway - my money comes from the actual labour I do!)
4. On the 7th of February, my client sent an email requesting that his services with Mweb be cancelled, and that he was prepared to pay the line rental charge until the end of February, but not the data services, since Mweb declined to provide a UN & PWD - a confirmation response from Mweb was received.
5. After much communication, and being billed right up until the end of May - for line rental, and data packages - I finally send a frustrated email to MWeb Guy (who is always extremely helpful, but I suspect he is dealing with the same levels of bureaucracy the rest of us are) detailing the situation. Well, a few PM's have been exchanged between us prior to this...
6. I get a call from a guy that speaks faster than a typewriter, and I REALLY have to pay attention: He explains that my client will be billed for the data services up until the end of March (we cancelled on the 7th of February), and the line rental up until the end of May (since I requested that they initiate the transfer at this time to ensure a smooth transfer of services, even though we requested cancellation of everything on the 7th of April).
7. Mweb rep was very forceful in determining that my client is at fault & they are being lenient. When we phoned technical support, they asked us to run the CD - what effing CD? I supplied the router, and we signed up online!
8. Mweb rep informed me that he would be screen-capping the signup process to elucidate the fact that my client and I, clearly, did not pay attention while we were signing up together, and sending me confirmation of the charges my client is liable for (even after he has already paid and Mweb sits with his money). Where the eff does he keep coming with "info@...." instead of "admin@...." when it clearly states my email address on the mail, even after correcting him at least twice? I am still waiting for the email, even though this was promised around about lunchtime.
I have been recommending ISP's for more than 15 years, without a single cent of compensation - oh, wait, Web Africa gave me some Gigfan points for my client's data services after I told them the additional data package on my account was only created because Mweb CBA to provide UN & PWD's.
I have reached the point where, because I am not getting paid to sort this crap out (since I feel it is my responsibility for recommending Mweb in the first place), that I am going to ACTIVELY change all my existing clients over to WA, so that I can earn Gigafan points, and ensure that my clients receive the attention they deserve!
I am going to refund my client any money that Mweb illicitly deducts from him, and make it up (and then some), in other ways. Just in case Mweb thinks I am some poxy little dealer in a nondescript location that won't affect anyone - think again: I live in between Polokwane & Tzaneen, and I have recently relocated from the Eastern Cape, where MANY of my previous clients and friends are using your service!
I think I will start with the 4Mbps uncapped connection I have, and have had for more than 2 years!
Rising to the same levels of disservice as Telkom can have been the only goal in this affair!
CPA anyone?
I am a computer services provider, which ranges from fixing poxy PC's, to setting up networks, deploying servers, designing (with a lot of help from content management systems) websites, hosting websites, point of sale systems, surveillance systems, and a whole bunch of other stuff that we PC guys normally get ourselves into to make ends meet.
A few months back a client of mine was battling with his Internet, and since he was on an over-subscribed Wimax solution, I suggested that he switch to Mweb, which he did. They have stolen a lot of the cables in our area, but for some reason, Telkom still keeps the backbone running. I am running on a wireless link to the DSL exchange approximately 1.2km away. My client sits at the exchange, less than 100m away, hence the reason he has no problem with cable theft.
He sat with me while I did the application online, using his crappy WiMax connection (if I recall correctly). Then he was bombarded with calls from Mweb. We couldn't determine his area using the online application because it wasn't listed, so I told him to use any one and clarify when they accepted the application.
Long story short:
1. We never received a username & password!
2. They wanted my client to fill out a form and FAX it to them to request a UN & PWD reset - which he declined to do (My client runs his own business and doesn't have time for BS).
3. At this point, the line was active, so in the interests of making my client happy, I created a Web Africa data services package for him on my WA account (Why did I recommend Mweb & not WA? Because I honestly don't give a toss, since I don't make any money off them anyway - my money comes from the actual labour I do!)
4. On the 7th of February, my client sent an email requesting that his services with Mweb be cancelled, and that he was prepared to pay the line rental charge until the end of February, but not the data services, since Mweb declined to provide a UN & PWD - a confirmation response from Mweb was received.
5. After much communication, and being billed right up until the end of May - for line rental, and data packages - I finally send a frustrated email to MWeb Guy (who is always extremely helpful, but I suspect he is dealing with the same levels of bureaucracy the rest of us are) detailing the situation. Well, a few PM's have been exchanged between us prior to this...
6. I get a call from a guy that speaks faster than a typewriter, and I REALLY have to pay attention: He explains that my client will be billed for the data services up until the end of March (we cancelled on the 7th of February), and the line rental up until the end of May (since I requested that they initiate the transfer at this time to ensure a smooth transfer of services, even though we requested cancellation of everything on the 7th of April).
7. Mweb rep was very forceful in determining that my client is at fault & they are being lenient. When we phoned technical support, they asked us to run the CD - what effing CD? I supplied the router, and we signed up online!
8. Mweb rep informed me that he would be screen-capping the signup process to elucidate the fact that my client and I, clearly, did not pay attention while we were signing up together, and sending me confirmation of the charges my client is liable for (even after he has already paid and Mweb sits with his money). Where the eff does he keep coming with "info@...." instead of "admin@...." when it clearly states my email address on the mail, even after correcting him at least twice? I am still waiting for the email, even though this was promised around about lunchtime.
I have been recommending ISP's for more than 15 years, without a single cent of compensation - oh, wait, Web Africa gave me some Gigfan points for my client's data services after I told them the additional data package on my account was only created because Mweb CBA to provide UN & PWD's.
I have reached the point where, because I am not getting paid to sort this crap out (since I feel it is my responsibility for recommending Mweb in the first place), that I am going to ACTIVELY change all my existing clients over to WA, so that I can earn Gigafan points, and ensure that my clients receive the attention they deserve!
I am going to refund my client any money that Mweb illicitly deducts from him, and make it up (and then some), in other ways. Just in case Mweb thinks I am some poxy little dealer in a nondescript location that won't affect anyone - think again: I live in between Polokwane & Tzaneen, and I have recently relocated from the Eastern Cape, where MANY of my previous clients and friends are using your service!
I think I will start with the 4Mbps uncapped connection I have, and have had for more than 2 years!
Rising to the same levels of disservice as Telkom can have been the only goal in this affair!
CPA anyone?
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