What a terrible customer service reply. He was not complaining about last month or even last week. When it comes to internet the only thing that matters is the current service. If this is the way CW reps treat their customers, management needs to make some changes.
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Official Crystal Web ADSL performance feedback thread Part 2...
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What a terrible customer service reply. He was not complaining about last month or even last week. When it comes to internet the only thing that matters is the current service. If this is the way CW reps treat their customers, management needs to make some changes.
Thanks, not sure what you did but I can stream in HD now. Rocky start but much better now.Sorted
Hectic
Executive Member
I would rather not voice my opinion of you in public.
This I can tell you, you won't enjoy it.
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Awesome Stuff!
flashfire208
Well-Known Member
No Im sorry , but expecting to get massive amounts of data from a +-R500 a month account is unrealistic , an ISP is there to make money , you get what you pay for . Thats the current state of the industry , if you dont like it , bugger all you can do .
All ISP's pay for the same bandwidth and have to allocate it appropriately to ensure everyone gets some , if you are pulling more than your share , move to a capped account where you pay for your exact own usage.
Tired of everyone complaining about FuP etc, THERE ISN'T ENOUGH BANDWIDTH FOR YOU ! We arent first world , expecting first world internet is just setting yourself for disappointment.
Sent you a PM again
why? The claim is being made with regard to not obtaining value in the account. No indication other than that our records indicate that there is proper usage coming through the account. If the customer is genuinely experiencing slow speeds but is having high usage then something is up and needs to be looked at.
The state of the industry is neither her nor there. That is an entirely different debate altogether. A customer representative addressing a customer in that manner is not only rude but reflects badly on the business.
Usage is not the same as current service. He might have high historical usage, but not getting any service at the moment. Surely you can see that there is a difference.
MickeyD
RIP
S'pose if they monitor a user's daily usage and it is around 40GB per day then they are entitled to review the user's account...
CataclysmZA
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Hopefully it'll return to normal soon.
:wtf:
I see the guy noting the current poor throughput for CW subscribers connecting through Cape Town's IPC, nothing about value for money. Technically I'm getting my money's worth last month as well, but the whole of last week was meh in terms of average throughput. 166GB in a month is low for our household. It took me just over three hours to download the Catalyst 15.5 drivers from AMD's servers, and that was only 291MB.
They would be more than welcome to do so. However the response should rather have been something to the effect of "We can see that your usage is close to your daily average. What are the services that you are having trouble with and let's see what we can do." Shaming/reprimanding a customer publicly for their usage is not on.
which is why the current reflection is so important:
The month is 1 day so far. So the usage indication means that if there is a performance experience problem there could be something on the customers internal network that is consuming bandwidth which the customer isn't enjoying or the customer has an expectation outside of the parameters of the product description. Either way it is best for the customer to approach support.
The only problem with the communication is that it doesn't invite the customer to hop onto live chat but that is probably because we know how exhausted the support staff are right now.
MickeyD
RIP
Thankfully I'm not in that field... would have told too many whingers to **** off!! :twisted:
we would rather use the same terms as a customer has in right - notice by the 19th. Only in the case of demonstrable contravention of the AUP does the concern really come in.
In the main we've found that most customers when approached as to a mismatch of their product or in the instances where there is malware or a usage they weren't aware of (usually teenagers, although increasingly it is going to be people who don't use the computer - just the iPad and the TV ...) migrate onto a more suited product.
wait so because you are reading the comment adversely the response is wrong. There is no reprimand in the post and frankly the only prospects of shaming is if you subscribe to the doctrine that usage in and of itself is the issue - which you claim not to.
MickeyD
RIP
read the earlier post he quoted and endorsed - the two comments fit into play.
We've been on the case to get IPC expansion at Cape Town and things are on track. However even with the bottleneck the quantity of usage vs the claim that the services are buffering simply doesn't fit absent there being something else wrong.
Getting IPC in CT is a priority, not least because all of my distros are on hold
It is your rep that brought up the usage. If you reread the customer's post he was referring to services not performing as expected. No mention of usage.
lol
a friend of mine who is a photographer and used to own a photography prints shop always said "the customer is never right, they actually have no clue what they want"
I take a different view
The customer is always the most important part of the endeavor but they can only be right if they are informed properly.
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