MWEB Feedback respone

M

Myzer

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Hi all

What would you deem is a reasonable turnaround time for a company to come back to you when you apply for a new connection?

I tried to sign up for a new account with MWEB via there, website and it failed miserably.

So I sent them a polite email asking for assitance, 4 DAYS later I get a response from there tech support saying they have forwarded me mail onto there sales department, 3 days after that I finally get a mail from there sales consultant.

So I politely told them to get lost, as I do not consider 7 days as reasonable turn around time, even though they say it is caused by high email volumes which is causing the late response.

so MWEB my money is gonna go somewhere else in the meantime :)

Cheers
 
Myzer said:
Hi all

What would you deem is a reasonable turnaround time for a company to come back to you when you apply for a new connection?

I tried to sign up for a new account with MWEB via there, website and it failed miserably.

So I sent them a polite email asking for assitance, 4 DAYS later I get a response from there tech support saying they have forwarded me mail onto there sales department, 3 days after that I finally get a mail from there sales consultant.

So I politely told them to get lost, as I do not consider 7 days as reasonable turn around time, even though they say it is caused by high email volumes which is causing the late response.

so MWEB my money is gonna go somewhere else in the meantime :)

Cheers
Click to expand...

Good Morning Myzer, sorry to hear that you have had an unpleasant experience. Ideally we would want to reply to clients the same day, unfortunately this was not the case with your request.

If I had known about your sign up request, I would have done all I can to ensure the sign happens as soon as possible. I will provide your feedback to the relevant management teams, hopefully we can ensure that this does not happen in future.
 
Well CellC usually take 2 to 3 days to reply to my emails :/
 
Hi Mweb Guy

Just for a FYI I did apply on the public holiday, So did not expect a same day respone, but did expect something the following day.

Regards
 
Myzer said:
Hi Mweb Guy

Just for a FYI I did apply on the public holiday, So did not expect a same day respone, but did expect something the following day.

Regards
Click to expand...

I'm really sorry about this Myzer, wish I could make you change your mind and give MWEB a go...
 
Thanks for the trial account Mweb Guy. Got it set up this morning in 15min over the phone
 
Myzer said:
Hi all

What would you deem is a reasonable turnaround time for a company to come back to you when you apply for a new connection?

I tried to sign up for a new account with MWEB via there, website and it failed miserably.

So I sent them a polite email asking for assitance, 4 DAYS later I get a response from there tech support saying they have forwarded me mail onto there sales department, 3 days after that I finally get a mail from there sales consultant.

So I politely told them to get lost, as I do not consider 7 days as reasonable turn around time, even though they say it is caused by high email volumes which is causing the late response.

so MWEB my money is gonna go somewhere else in the meantime :)

Cheers
Click to expand...

FFS! This is worrying!

Took almost a week to get a reply from mweb sales (with the help of MWEB GUY) and going to submit application form early tomorrow morning.

I cannot understand why they make it so difficult to sign up with them?
Don't they want new money coming in?

Reading reports like this makes me wonder if I should continue with mweb.
 
blackbirdrider said:
FFS! This is worrying!

Took almost a week to get a reply from mweb sales (with the help of MWEB GUY) and going to submit application form early tomorrow morning.

I cannot understand why they make it so difficult to sign up with them?
Don't they want new money coming in?

Reading reports like this makes me wonder if I should continue with mweb.
Click to expand...

Yea please don't use MWEB because their sales people are so lazy. Go with Afrihost or someone. I need more bandwidth and to read your complaints later as entertainment
 
Myzer,

I had the same problem when signing up to MWeb. It took a week for MWebGuy to resolve a trial account, but thereafter the guys were pretty quick.

I agree that you received poor service, but I can tell you from my experience with their product that once you're connected .... it just works and it's a good quality offering. So maybe look past this one stuff up and give them a go.

-S
 
I have never had any issues signing up clients for Mweb services for either business or home packages. Only ‘n telephone call away and if I do not receive immediate response or solution, they do call me back within good time, no hassles at all. You should know that submitting a ticket may take time and certain tickets do have priority, submitting on holidays may result in backlogs which is then handled with new tickets on the same day, closing tickets like this successfully does take time and with rapid response so that they do not have increased backlogs but rather lesson it down to new tickets only on the same day. Mweb have a good helpdesk and do their best to satisfy the demand.

If you do not receive help via the telephone in acceptable time, you should submit your reference number via opening up a ticket. Doing this should greatly help with reaction time and better service levels. I only tend to use e-mails for fault or other problems and financial departments to keep everything on black and white. Like treating Telkom, I only call to receive a reference number then take it up with them via e-mail regarding anything. At least you can go back to when you first made contact, sending e-mail first you only make contact when they personally reply, not by receiving a notification.
 
sSslik said:
Myzer,

I had the same problem when signing up to MWeb. It took a week for MWebGuy to resolve a trial account, but thereafter the guys were pretty quick.

I agree that you received poor service, but I can tell you from my experience with their product that once you're connected .... it just works and it's a good quality offering. So maybe look past this one stuff up and give them a go.

-S
Click to expand...

But you know how it goes First impressions count.

and to top it off the sales rep first told me they had a backlog of emails to process in the first email, then in a subsequent mail tells me later the tech department was doing interviews, hence the delay.

Which I promptly told him a internal problem should not affect your end consumer.
 
Myzer said:
But you know how it goes First impressions count.

and to top it off the sales rep first told me they had a backlog of emails to process in the first email, then in a subsequent mail tells me later the tech department was doing interviews, hence the delay.

Which I promptly told him a internal problem should not affect your end consumer.
Click to expand...

You are right... Another thing is that the Sales Representative should never informed you of the delays like backlogs and interviews but rather provided you with a time frame, which you could confirmed to be acceptable. Why should interviews cause technical delays??? All the Representative did is diminish the reputation due to confirming inadequate helpdesk performance, lacking response time due to internal problems or situations.

Although this happened, sSslik opinion is correct by my opinion by saying that you will not be disappointed by the users experience of their internet packages. Overall the product is satisfying.
 
I asked MWEB Guy for a trial account about 2 weeks ago, i got contacted by a salesperson within 30min to set it up and take my details etc. The account has expired now and I do say i like it much more than my current ISP (Axxess) I am really considering changing to them, but in the mean time I have had about 4 or 5 phone calls from different sales reps trying to get me to switch, I am in the process of deciding now if I can fork out the extra cash for the 4meg. Sales rep said he would call me at the end of the month to switch me over (He also found it hilarious when i told him about how Axxess shapes me. He says a lot of people moan about it.) But yes my experience has been pretty damn good, and IF the sales Rep calls me at the end of the month I probably switch.
 
Have some bad news for you, MWEB and RESPONSE do not go together. If you have problem with MWEB. These guys are not good answering customer problems. This last week I have had call them everyday, and with this shocking service, not as much as a sorry or anything. I will however keep at it till I get someone in customer care to speak to me.
 
TEXTILE GUY said:
Have some bad news for you, MWEB and RESPONSE do not go together. If you have problem with MWEB. These guys are not good answering customer problems. This last week I have had call them everyday, and with this shocking service, not as much as a sorry or anything. I will however keep at it till I get someone in customer care to speak to me.
Click to expand...

Hi TEXTILE GUY

You sound very annoyed at the moment with us. I would like to change that and restore the belief in MWEB, I assure you, I'll get to the bottom of your issue for you.

Please send me your MWEB account details, contact number and a brief description of the problem and I'll take it from there.
 
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