Mweb support - are there any humans ?

He probably doesn't see the point if his request isn't met? I mean he has a request, MWEB Guy won't comply, why debate it with him.

Or maybe he did the right thing and took his business elsewhere.
 
Fulcrum29 said:
I’m with you on this one.

Business accounts should be channelled with an account manager and a selected group (account managers) who can provide assistance up-to-date when the appointed account manager is not available or within capacity (due to various reasons) to handle the action, thus a shared CRM to allow ad-hoc assistance when required to provide assistance within the SLA terms.

Our company were with MWEB going strong 2 years, we had an excellent account manager and prioritised our company accordingly. When he moved on to another company, things were not the same. We did not leave MWEB due to service delivery, but due to internal changes.
Click to expand...

xrapidx said:
Exactly, its a business account, he should have immediate access to the people above his immediate contact.

I have the contact details of my banker, his manager, the branch manager - and the regional manager all available to me.

These guys don't get harassed everyday by people wanting a reversal on charges, or what ever other ridiculous query - and they're immediately contactable should I have a problem.
Click to expand...

And Business accounts are handled EXACTLY as illustrated above by Mweb.

The OP is trolling, I am now convinced of it.
 
SauRoNZA said:
And Business accounts are handled EXACTLY as illustrated above by Mweb.

The OP is trolling, I am now convinced of it.
Click to expand...

Illustrated, where?

I know every single account manager that I have to deal with including their superiors. Don’t know with what businesses you are dealing with, there can be no agreement with anonymity.

There is even no presence or mention in ticket handling in this thread.
 
I took a long breather after my rant - trust me I don't troll when it comes to business.

I also hoped there would be some improvement but alas not.

In the last 24 hours I have mailed my ' customer liaison' person. Three times.

Response - zero.

I have phoned - no reply.

I have mailed premier support -
Your email is being processed and a customer service representative will be in contact with you shortly.
Click to expand...

Shortly must mean maybe sometime or maybe not.

So what do the detractors suggest I do other than vent here ?

I don't know any name at Mweb other than my customer liaison person - who ignores us.

What do you do if your client threatens to leave because he spends the weekend without bandwidth because Mweb broke their portal and does not include an option to boost an account ?

What do you do if you know the Mweb portal is broken and ask your customer liaison person what the plan is if I need an account upgraded over the weekend - because there is no support for this over a weekend.

What do you do when you get no response to your concern and the inevitable happens ?

And Business accounts are handled EXACTLY as illustrated above by Mweb.
Click to expand...

Really ?

Mweb - tell me I'm a d00s, tell me I'm one of those difficult customers who wants service.

Just don't ignore me and think I'll go away.
 
daveza said:
I took a long breather after my rant - trust me I don't troll when it comes to business.

I also hoped there would be some improvement but alas not.

In the last 24 hours I have mailed my ' customer liaison' person. Three times.

Response - zero.

I have phoned - no reply.

I have mailed premier support -

Shortly must mean maybe sometime or maybe not.

So what do the detractors suggest I do other than vent here ?

I don't know any name at Mweb other than my customer liaison person - who ignores us.

What do you do if your client threatens to leave because he spends the weekend without bandwidth because Mweb broke their portal and does not include an option to boost an account ?

What do you do if you know the Mweb portal is broken and ask your customer liaison person what the plan is if I need an account upgraded over the weekend - because there is no support for this over a weekend.

What do you do when you get no response to your concern and the inevitable happens ?



Really ?

Mweb - tell me I'm a d00s, tell me I'm one of those difficult customers who wants service.

Just don't ignore me and think I'll go away.
Click to expand...

Good Day daveza, I have escalated your query to the relevant management team and I am waiting on a response.

We should be in contact with you in due course.
 
daveza said:
I took a long breather after my rant - trust me I don't troll when it comes to business.

I also hoped there would be some improvement but alas not.

In the last 24 hours I have mailed my ' customer liaison' person. Three times.

Response - zero.

I have phoned - no reply.

I have mailed premier support -

Shortly must mean maybe sometime or maybe not.

So what do the detractors suggest I do other than vent here ?

I don't know any name at Mweb other than my customer liaison person - who ignores us.

What do you do if your client threatens to leave because he spends the weekend without bandwidth because Mweb broke their portal and does not include an option to boost an account ?

What do you do if you know the Mweb portal is broken and ask your customer liaison person what the plan is if I need an account upgraded over the weekend - because there is no support for this over a weekend.

What do you do when you get no response to your concern and the inevitable happens ?



Really ?

Mweb - tell me I'm a d00s, tell me I'm one of those difficult customers who wants service.

Just don't ignore me and think I'll go away.
Click to expand...

Feel this pain ........... Had the same when I was with MWEB.

That machine is a pain - and I often asked the MWEB to try calling themselves ... its just frustrating. On more than one occasion I was told that my complaint had been escalated .... it was escalated so high that by now it must be in heaven!!:D

You will get a reference number from MWEB for each time you log a complaint .... The are MEANINGLESS.

I did speak to humans eventually -Pieter de Villiers, and (I cant remember the first names,) but the one guy was a Mr. Naidoo and the other a Mr. Jacobs. Eventually a lady called me - apparently some lady at head office and after being RUDE to her, MWEB solved my problem.

Your post is almost verbatim to a mail I sent some years back..... Good Luck bud and by all means you have the right to vent - you pay their salaries.
 
I think the real question daveza should be, why on earth are you paying a 100k to a company like MWEB? Seriously? MWEB?
Google list of ISP's in SA, then play iny miny miny mo and choose any ISP besides MWEB. I guarantee they'll be better then MWEB
 
MWEB Guy said:
Good Day daveza, I have escalated your query to the relevant management team and I am waiting on a response.

We should be in contact with you in due course.
Click to expand...

Sooo... no direct contact again. Just the same old escalation story that any old customer gets.

Seems not even R100k gets you much with MWEB. Let's hope whoever buys your stale company up has better business acumen than you lot have shown over the last 12 months...
 
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