MWEB - Clearly too Big for their Boots!

[FlatspinZA]

Sorry, but I agree with Flatspin here: Sending faxes is bullschit.

Mweb needs to get with the program here...The pain in the crevice is simply too high to sign up, change password, or even cancel. (By fax, everything)
On the base of that alone I have begun signing up all my clients with Afrihost and WA for a much smoother ride.

Mweb must understand that IT guys recommend ISP's to their clients and if the signup is a pain in the crevice they'll rather choose the faster, easier option to get the job done asap and if the client forgets his password later on, effortlessly reset, log in and change it.

I like this man.

And when another company asks you for written comfirmation you are also gonna move. In this case I reckon the problem lies with you.

Written confirmation via email is no problem. I can print a letter and stick it in an envelope, but why should I have to, this is 2013 - get a grip?

 

[Yuu]

You lost it all at the part where you said "he doesn't have time for bs...."

Then everything went downhill.

You could have avoided it all by sticking your pride in your pocket and following procedure, but you decided otherwise. They have their process. Just like Multichoice. Just like your bank. Just like your cellular provider.

Sure thing faxes are not the norm for most end users, but in the corporate world it's still alive and kicking and used daily all around the country, from insurance, to finances and the list goes on.

The rest of your post is a rant because you lost your temper, because you are trying to reconcile your bad choices by making more bad choices. Suck it up.

QFT - when i was in retail , i did things outside the companies standard books but when my boss saw that, he never questioned it (except when i had a complaint :O) and by this i mean treating everyone with same amount of dedication in helping to fix or educate them. This has been MWEB's requirements all along so you should've known how things work. "I have been recommending ISP's for more than 15 years"

So what if you don't get paid to help your customer out, at the end of the day, you do what is necessary (within reason) to make sure he is happy which in turn makes you happy .

 

[mobber]

Should remember that everybody has rules. Follow them, it is much easier. Help your clients if they seem to be unable to do it. Stoking the non-compliance fire brought you nowhere and hurt your reputation. Haenertsburg is a beautifull place, enjoy your stay. Good luck with your difficult customers, also had a couple of them there.

 

[ponder]

Written confirmation via email is no problem. I can print a letter and stick it in an envelope, but why should I have to, this is 2013 - get a grip?

So next time the bank says you have to come in and sign papers you are gonna tell them to get a grip as well?

No dude, the problem lies with you. I don't like faxing schite either but companies that accept faxed documents will also accept scanned documents emailed to them. I also keep one of those fax to email numbers handy for situations like these.

 

[Praemon]

I had a similar experience with MWEB recently on behalf of a customer for email hosting. I found them to be completely unreasonable to deal with. Requested a new email address, supplied the password, but they decided to use their own. Then when it would not work, they needed me to do a password reset. That entailed faxing a request form with copies of IDs - I thought it was ludicrous.

I just could not believe that they would be so uncooperative. Moved customer to Hetzner and email setup was so easy.

Had a similar issue with the customer zone login/password. I signed up for an uncapped account and was asked for an email address (of which you couldn't supply you own email address, you had to make up something that was unique for the Mweb domain, and that you'd instantly forget and never use) and a password. This worked fine for my ADSL, but I could never log in to the customer zone to view logs and upgrade/downgrade packages. So after a few emails with customer support, they said they would need to reset the password and I had to fax/email them a signed form, along with copies of my ID, to do this. When I asked why they never set it to the password on the registration form, they just replied with the same response. Got the hell in and cancelled my subscription and moved to IS. On cancellation I was informed by a customer care agent that they generate a generic password to be used. But no one informed me, and at no point did anyone mention this when I explained I couldn't login since signing up using the details on the registration form. I get that they need to be sure that they're dealing with the account holder, but why don't they be more clear about the generic password, and why does the customer support seem so unknowledgeable. Frustrating.

 

[Roadrunner]

I agree with the fact that using faxes in this century is ridiculous.

Just proves how few people know how to operate a scanner - which won't be needed anyways if everything is kept in digital form to begin with.

Just because companies have their 'rules' doesn't mean we cannot pressure them to change it, if it doesn't make sense.

How else will change be brought about that will benefit everyone?

 

[ToxicBunny]

So next time the bank says you have to come in and sign papers you are gonna tell them to get a grip as well?

No dude, the problem lies with you. I don't like faxing schite either but companies that accept faxed documents will also accept scanned documents emailed to them. I also keep one of those fax to email numbers handy for situations like these.

Banks I can understand...

But things like an internet account, forcing the client to fax documents around makes them just that bit more unpalatable, when the competition let you do everything online.

 

[arjunme]

Seems like the last 3 months of hassle could have been negated by this point:
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).

Doesn't have time for BS or just expects you to wipe certain crevices for him?

Oh #@K @ff Thats our job, and I would go nuts if i was asked to do so. Been in the same situation and it is frustrating as hell.
Never have these issues with other ISP's