Mweb support - are there any humans ?

daveza

daveza

Honorary Master
Joined
Apr 5, 2004
Messages
49,820
Reaction score
21,554
Location
Durbanville, Cape Town
Mweb - your support is both disgraceful and pathetically insulting to your clients.

We pay over 100k to you every month and if we get R1.00 value of support then it's a good month.

I have sent over 10 emails in the past two weeks copied to every possible support address, premier and otherwise, and to our 'liaisontron'.

Sweet f/all response.

I get a robot mail with a reference promising me I will be contacted shortly. Shortly is obviously equal to Telkom's
'imminent' because the same f/all response.

Reply to that ref and the robot sends you another mail referencing the previous mail and promising a contact shortly.

Is there actually a living human with a name in customer services ? Do they get paid, and if so why ?

I have received better service from the Post Office.

To ensure excellent customer service we continually rate, measure and improve our customer interactions via internal quality assurance surveys.
Click to expand...

Balls.
 
daveza said:
Mweb - your support is both disgraceful and pathetically insulting to your clients.

We pay over 100k to you every month and if we get R1.00 value of support then it's a good month.

I have sent over 10 emails in the past two weeks copied to every possible support address, premier and otherwise, and to our 'liaisontron'.

Sweet f/all response.

I get a robot mail with a reference promising me I will be contacted shortly. Shortly is obviously equal to Telkom's
'imminent' because the same f/all response.

Reply to that ref and the robot sends you another mail referencing the previous mail and promising a contact shortly.

Is there actually a living human with a name in customer services ? Do they get paid, and if so why ?

I have received better service from the Post Office.



Balls.
Click to expand...

Good Evening

Please provide me some more information as to the query you have, which support email address you sent to and the email address you sent from.

I will either ensure you receive the assistance you require or assist if I am able to.
 
daveza said:
As per the title - can I have your name and email address.

I am done with talking to virtual reality.
Click to expand...

You are talking to MWEB guy, unfortunately that is all I can provide you.

I am here to assist you, I have tried to assist you before.

I can assure you that I am human :)
 
Last edited:
I don't think you get it - I want a name of someone who will take responsibility.

Someone I can refer to if my query is not responded to.

With all due respect Mweb Guy is not exactly someone I can use as a definitive person to accept responsibility.

Just what is this Mweb thing where one cannot contact a person with a name, a title, and a telephone number. What does your customer services management do if they are protected from customers ?

We don't pay that kind of money to have our support come via a third party tech forum.

So thanks, but unless I can have a proper contact I will take this elsewhere.
 
daveza said:
I don't think you get it - I want a name of someone who will take responsibility.

Someone I can refer to if my query is not responded to.

With all due respect Mweb Guy is not exactly someone I can use as a definitive person to accept responsibility.

Just what is this Mweb thing where one cannot contact a person with a name, a title, and a telephone number. What does your customer services management do if they are protected from customers ?

We don't pay that kind of money to have our support come via a third party tech forum.

So thanks, but unless I can have a proper contact I will take this elsewhere.
Click to expand...

Daveza, I don't understand.

I am offering you assistance in an open forum and I have assisted many clients on these forums.

I will do all I can to assist you, if you allow me the opportunity.
 
Mweb Guy, I think what Daveza is asking is very reasonable. A customer paying more than R100k a month should not be having these issues. Daveza is not asking for you to help him on a specific query, he is asking you for the contact details of someone who he can contact every time he has a problem.

If he's struggling to get through to someone so much now, what happens if he needs to get support again a week from now? Must he then again come to a third-party forum to look for support simply because Mweb customer support is absolutely useless?
 
Zewp said:
Mweb Guy, I think what Daveza is asking is very reasonable. A customer paying more than R100k a month should not be having these issues. Daveza is not asking for you to help him on a specific query, he is asking you for the contact details of someone who he can contact every time he has a problem.

If he's struggling to get through to someone so much now, what happens if he needs to get support again a week from now? Must he then again come to a third-party forum to look for support simply because Mweb customer support is absolutely useless?
Click to expand...

Evening, If I knew what the query was pertaining to and who he emailed. I can arrange that someone makes contact with him.

I do however require the details, before I can arrange this.
 
Surely at 100k a month you should get a call from a CEO. After all if the GM: Operations can attend to flog off a complaint then a 100k customer shouldn't have to make arrangements to get a call from the CEO.

Ultimately if you are 100k a month customer a lot of people - including myself - would urge you to vote with your wallet but do so fairly publicly and explicitly.
 
daveza said:
As per the title - can I have your name and email address.

I am done with talking to virtual reality.
Click to expand...

MWEB Guy said:
Daveza, I don't understand.

I am offering you assistance in an open forum and I have assisted many clients on these forums.

I will do all I can to assist you, if you allow me the opportunity.
Click to expand...

Sorry for the slight derail, I couldn't help it, but does the above remind anyone else of HAL in 2001 - A Space Odyssey :)
 
Got to laugh. Mweb were the darlings of "Free the Web" and now they are being roasted from all sides. Talk about a PR nightmare
 
That's the problem with call centres SARS included no one takes responsibility of the problem, sometimes it's like pissing into the wind.
 
I am sure the standard posts will be forthcoming:

"Post your speedtest results"
"We will Refresh your account"
"Ask telkom to recreate your port"
"Do a Traceroute and post your results"
"The second and third hop is high"
"You have a congested exchange contact Telkom"

@ Daveza. If I were you I would just contact Gian at Afrihost direct and get excellent royal carpet service. He will be quite happy to accommodate you. That a fact.
 
Maybe I'm being hard on Mweb Guy, but I am sick and tired of customer services managers being protected by phone robots.

I may as well phone a doctor and get told by the receptionist that he doesn't deal with patients.
 
daveza said:
Maybe I'm being hard on Mweb Guy, but I am sick and tired of customer services managers being protected by phone robots.

I may as well phone a doctor and get told by the receptionist that he doesn't deal with patients.
Click to expand...

I understand where your frustrations.

Please let me try and help...
 
daveza said:
Two questions Mweb Guy.

Does Mweb have a Business customer services manager ?

Can I have his contact details ?
Click to expand...

We have management within every department, billing, technical, etc.

Private message me the details I requested and I will make sure that you are contacted. I will include your request for management as well.

Forgot to mention that our business accounts have account managers linked to them.
 
Last edited:
MWEB Guy said:
We have management within every department, billing, technical, etc.

Private message me the details I requested and I will make sure that you are contacted. I will include your request for management as well.

Forgot to mention that our business accounts have account managers linked to them.
Click to expand...

Lol these diversion tactics are quite amusing... That response was general knowledge already xD Every company has a manager in charge of a department ;)
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X