Mweb support - are there any humans ?

Okay , you win.
xrapidx said:
Again, he had a specific requirement, not to deal with an anonymous person, but a person with a name who is contactable, that requirement has not been met.
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xrapidx said:
Again, he had a specific requirement, not to deal with an anonymous person, but a person with a name who is contactable, that requirement has not been met.
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That anonymous person had his management on standby to to talk to him but he declined the offer.
 
xrapidx said:
Anonymous management... See the problem here?
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Most corporations have specified communication channels, I wouldn't want my contact details on my company's website, would you? In this case, daveza has said he does over R100k of business through MWeb, my question would be why hasn't there been any contact from the sales person who sold him these services?
 
xrapidx said:
But yet management doesn't have a name?

Why doesn't he PM him the direct contact details for someone he can deal with?
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Because he'll end up with someone generic who ultimately isn't responsible.

If the OP would just provide his actual account details to Mweb Guy he could very simply put him in contact with the CORRECT person who should be responsible for his account from the word go and the hierarchy that goes with it.


As it stands however the OP might not even be an Mweb client (which seems quite likely considering his inability to provide basic information) and nothing more than a troll.
 
xrapidx said:
Anonymous management... See the problem here?
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No not at all. As soon as that manager get his number out to a forum he may just as well change it as any idiot that do not know how to set up his modem will call him. In this case the OP's appointed manager did not respond to his mail. He made a big ballyhoo on this forum and got offered assistance by an appointed forum rep in this thread and via PM (which in my view is the same as e-mail) and requested the required details to establish direct contact with higher management which was rejected. His subsequent absence in this thread says it all.
 
xrapidx said:
They contact you, great, awesome, now you need to get back to that person but can't because you have no way of doing so, and then dealing with yet another person from "senior management" because the first person is now sick/on leave/in a meeting.
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Which is precisely why speaking directly to a specific person in a large corporate is a bad idea and exactly why "generic" means of communication are offered.

It really isn't that difficult to understand.
 
SauRoNZA said:
Which is precisely why speaking directly to a specific person in a large corporate is a bad idea and exactly why "generic" means of communication are offered.

It really isn't that difficult to understand.
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Not to mention if said company records support performance via a ticket system, this is totally circumvented by personal 1 on 1 emails.
 
what he said ^... just so much more eloquently than my attempt :D
Seriously said:
No not at all. As soon as that manager get his number out to a forum he may just as well change it as any idiot that do not know how to set up his modem will call him. In this case the OP's appointed manager did not respond to his mail. He made a big ballyhoo on this forum and got offered assistance by an appointed forum rep in this thread and via PM (which in my view is the same as e-mail) and requested the required details to establish direct contact with higher management which was rejected. His subsequent absence in this thread says it all.
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If anyone actually read the OP - you'd see he has already gone the "traditional" route, and it didn't work, multiple times, to multiple addresses.

Here, in case it was too much reading.

daveza said:
I have sent over 10 emails in the past two weeks copied to every possible support address, premier and otherwise, and to our 'liaisontron'.
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Now he's been requested to provide his details to yet another anonymous person who'll get anonymous management to call him - maybe - as he's been told that before.

And since it seems difficult to comprehend, a PM of the contact details of someone the OP can contact is not all over the "web".

So, what, is MWEB a one way communication company only? They can contact you, but you can't contact them directly?
 
xrapidx said:
If anyone actually read the OP - you'd see he has already gone the "traditional" route, and it didn't work, multiple times, to multiple addresses.

Here, in case it was too much reading.



Now he's been requested to provide his details to yet another anonymous person who'll get anonymous management to call him - maybe - as he's been told that before.

And since it seems difficult to comprehend, a PM of the contact details of someone the OP can contact is not all over the "web".

So, what, is MWEB a one way communication company only? They can contact you, but you can't contact them directly?
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Then he declined direct appointed support that worked for many on this forum.
 
xrapidx said:
If anyone actually read the OP - you'd see he has already gone the "traditional" route, and it didn't work, multiple times, to multiple addresses.

Here, in case it was too much reading.



Now he's been requested to provide his details to yet another anonymous person who'll get anonymous management to call him - maybe - as he's been told that before.

And since it seems difficult to comprehend, a PM of the contact details of someone the OP can contact is not all over the "web".

So, what, is MWEB a one way communication company only? They can contact you, but you can't contact them directly?
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That part wasn't missed but neither was daveza's reluctance to provide details to MWebGuy, surely if the mails are being purposely ignored MWebGuy could have it escalated so those who weren't responding are reprimanded.
 
Seriously said:
Yes, I see you struggle to contemplate facts.;)
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What fact would that be?

I'd draw a picture - but I'm lazy.

* He asked for the direct contact details of someone at MWEB so he can contact them
* MWEB Guy (who is nameless, and probably more than one person) offered to have "someone" from management contact him.

So he's back at his problem - he can't contact anyone - they'll contact him, if they feel like it, and there is nothing he can do about it.
 
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xrapidx said:
If anyone actually read the OP - you'd see he has already gone the "traditional" route, and it didn't work, multiple times, to multiple addresses.

Here, in case it was too much reading.



Now he's been requested to provide his details to yet another anonymous person who'll get anonymous management to call him - maybe - as he's been told that before.

And since it seems difficult to comprehend, a PM of the contact details of someone the OP can contact is not all over the "web".

So, what, is MWEB a one way communication company only? They can contact you, but you can't contact them directly?
Click to expand...

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.
 
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.
 
Why hasn't daveza responded to this thread, I see he's been online today.
 
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