Mweb Store less than awesome

[Superjakes]

When I joined Mweb a couple of years ago, everything seemed so smooth and automated. I could do it online, just had to scan some docs and send it through afterwards. Yesterday (yes, on the holy Sunday), I wanted to upgrade my account from 1 Mbps to 2 Mbps, since Telkom has fixed the exchange ages ago already. I checked the store hours in Centurion Mall and went there, because they were still open.

I waited in a queue, since only one lady was operating the whole store, but that was OK. The ambient temperature in the store was quite hot, as if I was in some exotic, tropical location where air conditioning was either not installed, not working or not liked. That was still OK - your store, your rules. I am but a humble customer (indirectly paying for all this comfort).

When it was my turn, I spoke up and asked to upgrade my account as stated above. This is where the beautiful bureaucratic process came to life. "I can give you forms to complete." Huh? "It will take about three weeks." F-ing WHAT?! Are you waiting for the ship to bring faster internet from overseas?! I explained that my line speed is already upgraded and it is only the account that needs updating. Three weeks, it is.

I also asked about the much dreaded issue with torrent downloading, which Mweb seems to dodge or deny, depending on how direct you ask the question. She denied it. Fair enough.

Back home, I fiddled around on their website and managed to upgrade my account to a 2 Mbps account by myself. And it took 15 minutes (because I had to dig out a proof of address somewhere).

Why do you bother having a store at all? To sell portable iPhone chargers?! Please tell me your store is better during the week. Please tell me that there are times that you actually have six people occupying the six workstations, including at least one that knows how the air conditioning works (and that customers don't like hanging around in warm shops on summer days). Oh, and please tell me why on earth it takes three weeks to upgrade an existing account in the store while it takes 15 minutes online...

End of rant.

 

[MWEBHelp]

When I joined Mweb a couple of years ago, everything seemed so smooth and automated. I could do it online, just had to scan some docs and send it through afterwards. Yesterday (yes, on the holy Sunday), I wanted to upgrade my account from 1 Mbps to 2 Mbps, since Telkom has fixed the exchange ages ago already. I checked the store hours in Centurion Mall and went there, because they were still open.

I waited in a queue, since only one lady was operating the whole store, but that was OK. The ambient temperature in the store was quite hot, as if I was in some exotic, tropical location where air conditioning was either not installed, not working or not liked. That was still OK - your store, your rules. I am but a humble customer (indirectly paying for all this comfort).

When it was my turn, I spoke up and asked to upgrade my account as stated above. This is where the beautiful bureaucratic process came to life. "I can give you forms to complete." Huh? "It will take about three weeks." F-ing WHAT?! Are you waiting for the ship to bring faster internet from overseas?! I explained that my line speed is already upgraded and it is only the account that needs updating. Three weeks, it is.

I also asked about the much dreaded issue with torrent downloading, which Mweb seems to dodge or deny, depending on how direct you ask the question. She denied it. Fair enough.

Back home, I fiddled around on their website and managed to upgrade my account to a 2 Mbps account by myself. And it took 15 minutes (because I had to dig out a proof of address somewhere).

Why do you bother having a store at all? To sell portable iPhone chargers?! Please tell me your store is better during the week. Please tell me that there are times that you actually have six people occupying the six workstations, including at least one that knows how the air conditioning works (and that customers don't like hanging around in warm shops on summer days). Oh, and please tell me why on earth it takes three weeks to upgrade an existing account in the store while it takes 15 minutes online...

End of rant.

Morning Superjakes

Thanks you for bringing this to my attention.

I can't answer you as to why there was only 1 consultant in store at that time. I will need to followup with our store manager as to what happened. Please let me know roughly what time you were at the store.

As for the upgrade, PM me your MWEB account detials, I will have our Sales consultant look into this from our side and contact you with feedback.

 

[guest2013-1]

When I joined Mweb a couple of years ago, everything seemed so smooth and automated. I could do it online, just had to scan some docs and send it through afterwards. Yesterday (yes, on the holy Sunday), I wanted to upgrade my account from 1 Mbps to 2 Mbps, since Telkom has fixed the exchange ages ago already. I checked the store hours in Centurion Mall and went there, because they were still open.

I waited in a queue, since only one lady was operating the whole store, but that was OK. The ambient temperature in the store was quite hot, as if I was in some exotic, tropical location where air conditioning was either not installed, not working or not liked. That was still OK - your store, your rules. I am but a humble customer (indirectly paying for all this comfort).

When it was my turn, I spoke up and asked to upgrade my account as stated above. This is where the beautiful bureaucratic process came to life. "I can give you forms to complete." Huh? "It will take about three weeks." F-ing WHAT?! Are you waiting for the ship to bring faster internet from overseas?! I explained that my line speed is already upgraded and it is only the account that needs updating. Three weeks, it is.

I also asked about the much dreaded issue with torrent downloading, which Mweb seems to dodge or deny, depending on how direct you ask the question. She denied it. Fair enough.

Back home, I fiddled around on their website and managed to upgrade my account to a 2 Mbps account by myself. And it took 15 minutes (because I had to dig out a proof of address somewhere).

Why do you bother having a store at all? To sell portable iPhone chargers?! Please tell me your store is better during the week. Please tell me that there are times that you actually have six people occupying the six workstations, including at least one that knows how the air conditioning works (and that customers don't like hanging around in warm shops on summer days). Oh, and please tell me why on earth it takes three weeks to upgrade an existing account in the store while it takes 15 minutes online...

End of rant.

My question is, why did you go INTO A STORE if everything is so automated/scanned in, as you describe, in the first place?

Kind of feels like you don't have anything to bitch about this week so you figured you'd just go bother some poor woman on a Sunday and bitch about that

 

[Superjakes]

My question is, why did you go INTO A STORE if everything is so automated/scanned in, as you describe, in the first place?

Kind of feels like you don't have anything to bitch about this week so you figured you'd just go bother some poor woman on a Sunday and bitch about that

Thanks for that perspective, AcidRaZor. I now understand that I actually did not belong in the store and this is not a public forum in which to voice my opinions. You make such a great point.

@MWEB Guy - thanks for the response. I managed to get it sorted via your website, as mentioned in my original post.

 

[FuLL_MeT4L]

Kind of feels like you don't have anything to bitch about this week so you figured you'd just go bother some poor woman on a Sunday and bitch about that

+1

Although this is a public forum, hellopeter would probably be more in line with what you're trying to achieve here.

 

[F1 Fan]

@Acid. Your statement has no substance. If I as a consumer decide to go to a store instead of sitting on a phone for an hour waiting to upgrade my account, then I can do so. If a store exists, I can go there whenever I please and expect good service, I may not get it but it's my right to be there.

 

[Superjakes]

The tribe has spoken!

Thanks guys, I apologize for wasting your office bandwidth and coffee break time when reading this.

Can a Mod please lock/delete this thread, it has no value other than revealing my character flaws and bad Sunday habits. Nasty me for bugging some woman on a Sunday and bitching about it.

 

[qinglung]

My question is, why did you go INTO A STORE if everything is so automated/scanned in, as you describe, in the first place?

Maybe he did not know in the first place that it is possible to do it that way? And then when he got no joy from the store, he started investigating on his own and discovered, wow, everything can be done online?

 

[McGuywer]

+1

Although this is a public forum, hellopeter would probably be more in line with what you're trying to achieve here.

Well, he actually got a response?! So it worked.

@Acid. Your statement has no substance. If I as a consumer decide to go to a store instead of sitting on a phone for an hour waiting to upgrade my account, then I can do so. If a store exists, I can go there whenever I please and expect good service, I may not get it but it's my right to be there.

This. +1

The tribe has spoken!

Thanks guys, I apologize for wasting your office bandwidth and coffee break time when reading this.

Can a Mod please lock/delete this thread, it has no value other than revealing my character flaws and bad Sunday habits. Nasty me for bugging some woman on a Sunday and bitching about it.

No you did not waste any of my time. Nice sense of humor by the way.

Maybe he did not know in the first place that it is possible to do it that way? And then when he got no joy from the store, he started investigating on his own and discovered, wow, everything can be done online?

I agree. Good point.