OpenWeb ADSL Feedback Thread (Pt2)

[cableguy]

This is not what I said.

The clients password is changeable, but only by OW staff.

We have moved him to an account that allows him to self management his password.

Negative, the client stated in this thread that they were not interested in stats, merely alarmed why there were two concurrent logins on his account. They stated, too, that they only asked for a password change, after MrBEEP offered a password change.

But a new account was given instead of what the client asked for.

Are you really telling us that the client's account was not password changeable?

 

[cableguy]

Good morning OpenWebbers!

It is Friday! And almost time to whip out the braai tongs and chefs outfit!

 

[PostmanPot]

This is not what I said.

The clients password is changeable, but only by OW staff.

We have moved him to an account that allows him to self management his password.

Again, they only asked for a password change, after Keoma offered a password change. They did not ask for a new account, or self management, or any other functionality. They made no indication of wanting a new account, either.

This is going nowhere, let's wait till Keoma is back from leave...

 

[cableguy]

We always try and exceed our clients expectations. Therefore, if a client ask for A, we will gave them A to Z. It is part of the service that makes OpenWeb wonderful!

Again, they only asked for a password change, after Keoma offered a password change. They did not ask for a new account, or self management, or any other functionality. They made no indication of wanting a new account, either.

This is going nowhere, let's wait till Keoma is back from leave...

 

[PostmanPot]

We always try and exceed our clients expectations. Therefore, if a client ask for A, we will gave them A to Z. It is part of the service that makes OpenWeb wonderful!

The client had already received A - Z on numerous occasions.

To put it to you clearly, they've received several accounts since joining.

They wanted a password change, not a new account.

I was not getting full speed period hence the investigation began

I'm on uncapped therefore don't need usage stats
I want to know why is someone else using my username

Thanks Mr Beep - I would have preferred a simple password change instead of a new username again though

 

[i.got~issues]

We always try and exceed our clients expectations. Therefore, if a client ask for A, we will gave them A to Z. It is part of the service that makes OpenWeb wonderful!

Well, when I was with OpenWeb, I had A asked for B and all I got was an option of A or ZERO.

I am no longer with OpenWeb.

Perhaps when a client asks for A, listen, and give him A and make him aware of the B-Z options.

 

[cableguy]

We will always go the extra mile for our clients.

Great news. In the future, clients will be able to self manage their accounts from within the CP! Every aspect of the account. And this will be activated by default.

The client had already received A - Z on numerous occasions.

To put it to you clearly, they've received several accounts since joining.

They wanted a password change, not a new account.

 

[cableguy]

I am so sorry to hear that!

If you will ever allow us to offer you excellent service, please do not hesitate to PM myself or any of the OpenWeb reps.

We would love to be of service, and make up for past mistakes.

Well, when I was with OpenWeb, I had A asked for B and all I got was an option of A or ZERO.

I am no longer with OpenWeb.

Perhaps when a client asks for A, listen, and give him A and make him aware of the B-Z options.

 

[PostmanPot]

We will always go the extra mile for our clients.

This is complete bollocks and besides the point. Let's rather hang up your shovel and wait for MrBEEP to return from leave...

 

[cableguy]

I am here to assist. Kindly PM me with your ADSL username and details of your query and I will assist you as quickly as possible.

This is completely besides the point. Let's rather hang up your shovel and wait for MrBEEP to return from leave...

 

[PostmanPot]

I am here to assist. Kindly PM me with your ADSL username and details of your query and I will assist you as quickly as possible.

The query has been dealt with in public for a change for all to see, and others have expressed the same concern. And you unfortunately haven't been able to assist anyone's concern, merely deflect - quickly - time and time again. But it's no surprise seeing as it's the same modus operandi as MrBEEP. It was short-sighted of me to expect answers from the supposed new blood, but well done for trying. So we will wait for him to return from leave... And try again.

 

[i.got~issues]

I am so sorry to hear that!

If you will ever allow us to offer you excellent service, please do not hesitate to PM myself or any of the OpenWeb reps.

We would love to be of service, and make up for past mistakes.

Thanks but no thanks.

There is a reason that I after more than 3 years of service with OW left and will not consider returning.

Support becomes a ping-pong email match with stock replies and 4 to 6 hours waits for the next pong that I can ping to.
The same issues are experienced over and over again with dead office-hours internet, account authentication issues and accounts that slowly die needing a new one issued.
Yet, in all of these situations, it was always my modem, my router, my line, my exchange... over and over again. 4 months of run-around and A-B service.
These magically disappeared with other ISP accounts.

Valid queries and questions here on this forum are glossed over.
Clients queries are "handled" here on this forum with off-kilter remarks, glib replies and an obfuscating of the issue.

Here, recently seen with Kido's query and PostmanPot's questions.
Round-and-round-and-round you go, glib reply and avoid an answer then accuse of spamming then snide aside and rinse-and-repeat.

I am sure that there are a number of devotees that will find no fault in your service... but I am also sure you may be surprised by the number that find fault with it too.

/pffft

 

[Tinuva]

Hmmm I see things haven't changed around here. Too bad.

Had the same issue @PostmanPot had, seems its not completely resolved yet. For now I am with a bank, and never have issues with my account, funny...a bank!!

 

[cableguy]

Oh no! I m so sorry you feel this way.

We always try and offer the best service possible, and fix any mistake we have made in the past.

We will use your feedback to improve our service in the future. Thank you for taking the time out to post your feedback. we really appreciate it.

Thanks but no thanks.

There is a reason that I after more than 3 years of service with OW left and will not consider returning.

Support becomes a ping-pong email match with stock replies and 4 to 6 hours waits for the next pong that I can ping to.
The same issues are experienced over and over again with dead office-hours internet, account authentication issues and accounts that slowly die needing a new one issued.
Yet, in all of these situations, it was always my modem, my router, my line, my exchange... over and over again. 4 months of run-around and A-B service.
These magically disappeared with other ISP accounts.

Valid queries and questions here on this forum are glossed over.
Clients queries are "handled" here on this forum with off-kilter remarks, glib replies and an obfuscating of the issue.

Here, recently seen with Kido's query and PostmanPot's questions.
Round-and-round-and-round you go, glib reply and avoid an answer then accuse of spamming then snide aside and rinse-and-repeat.

I am sure that there are a number of devotees that will find no fault in your service... but I am also sure you may be surprised by the number that find fault with it too.

/pffft

 

[Wackyza]

I am sorry but that reply sounds like it came from a bot.

I personally also don't agree with replying to queries with vague, and sometimes completely off topic answers. I for one have always liked Openweb, but the way customers, with faults are sometimes dealt with here, even by the CEO himself, is down right rude.

Round about answers and irritated replies does not go hand in hand with good business. If you want to grow your customer base further, you will have to be honest and open. If that would change, I for one would re-think/re-assess my opinion of Openweb.

Oh no! I m so sorry you feel this way.

We always try and offer the best service possible, and fix any mistake we have made in the past.

We will use your feedback to improve our service in the future. Thank you for taking the time out to post your feedback. we really appreciate it.

 

[cableguy]

I am sorry you feel this way.

We have answered the questions earlier in this thread with as much technical information as possible, and will continue to do this.

At the same time, we will try and resolve any issues as quickly as possible.

I am sorry but that reply sounds like it came from a bot.

I personally also don't agree with replying to queries with vague, and sometimes completely off topic answers. I for one have always liked Openweb, but the way customers, with faults are sometimes dealt with here, even by the ceo himself, is down right rude.

Round about answers and irritated replies does not go hand in hand with good business. If you want to grow your customer base further, you will have to be honest and open. If that would change, I for one would re-think Openweb.

 

[Wackyza]

I think instead of telling the client all ways why you think tool he is using to check his stat's is at fault, for two sessions on his account. Openweb should rather of gotten in contact with IS, found out what is going on with the clients account and come provide the client with feedback from IS here. At the same time you would have put all the other clients, ex-clients and potential clients re-assurance that it is nothing sketchy, but rather a fault by IS. Unless the fault is not with IS, then that really sums it up.

I am sorry you feel this way.

We have answered the questions earlier in this thread with as much technical information as possible, and will continue to do this.

At the same time, we will try and resolve any issues as quickly as possible.

 

[cableguy]

I have asked Leon for input:

It is not a fault. It is the way in which we monitor (or not monitor) usage.

Currently, only usage on our CP is accurate on accounts where usage is monitored.

We are working on changing this but it will only be ready once our new usage management system is ready. We are creating our own centralized system that will decipher usage information per account and display it to the user.

The same system will be in charge of network management. Unfortunately, we only expect this to be ready in a few months from now.

In the meantime, we ask that clients request usage stats to be monitored by emailing [email protected]

I think instead of telling the client all ways why you think tool he is using to check his stat's is at fault, for two sessions on his account. Openweb should rather of gotten in contact with IS, found out what is going on with the clients account and come provide the client with feedback from IS here. At the same time you would have put all the other clients, ex-clients and potential clients re-assurance that it is nothing sketchy, but rather a fault by IS. Unless the fault is not with IS, then that really sums it up.

 

[PostmanPot]

:wtf:

 

[thaabietv]

Is anyone here on the 2mb "Gold" accounts? How has it been performing?

Mine has been, for lack of a better word, mediocre. Utterly mediocre for a good while now even after logging tickets. Makes me wonder If i'm on a gold account at all. Streaming 480p buffers every few seconds even during the evening when I'm suppose to be getting better speeds. Not to mention getting consistent sub 1mb speeds when doing a speedtest. The account really only seems to perform in the ungodly hours of the night when normal people are sleeping.