OpenWeb ADSL Feedback Thread

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BioWolfZA said:
Wow, regardless what is said after or before that, that attitude is absolutely shocking
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Yes, shocking;

My tests are not duplicating your results. I ma not giving you ‘excuses’, I am troubleshooting your issue.
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Imagine that, a CEO troubleshooting a user problem.

/jaw drops

shocking.
 
rakabos3 said:
Ya think!!!
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I just cannot believe a CEO of a company could have an attitude like that? Helping a paying customer is doing them a favour??! If that's the attitude of the CEO i don't even want to know about the attitude of the rest of the staff.

To be honest, a comment like that from the CEO makes me want to cancel ten times more than any other technical issue.
 
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Email the CEO of Telkom quickly. Lets see how long it takes to get a response.

Keoma has always been helpful to me.

Seems like this user is only posting one side of the story. Where are your emails to Keoma? You must've said something to him. He is not just going to send you that response

BioWolfZA said:
I just cannot believe a CEO of a company could have an attitude like that? Helping a paying customer is doing them a favour??! If that's the attitude of the CEO i don't even want to know about the attitude of the rest of the staff.
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Ok fine i will post the entire email trail, gimme a sec to compose it
 
ijack said:
Email the CEO of Telkom quickly. Lets see how long it takes to get a response.

Keoma has always been helpful to me.

Seems like this user is only posting one side of the story. Where are your emails to Keoma? You must've said something to him. He is not just going to send you that response
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You shouldn't be using Telkom as a benchmark. They are the example of how things shouldn't be done.
 
Hi
I am on Gold uncapped 2mb and the last couple of night my pings have really sucked. Please move me to a different backbone or something
thx
This is how **** my connection becomes late at night:
http://www.speedtest.net/result/2234048235.png
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Hi Martin
Thank you for your email.
I have tested the account and it ran at full speed. There are no general issues currently ongoing.
Please call Telkom on 10210 and log a fault, as you might be dealing with a congested exchange or other line / router related issue
Kind Regards
Keoma Wright
CEO / Founder
Keoma
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Please give me another account to try. You saw the screenshot so please dont make excuses. I generally get decent speed but the last 4 or 5 nights Ive been playing Borderlands2 with a 1000 ping which is insane
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Hi Martin
Thank you for your email.
Initially you said your speed is slow. Now it is the latency.
Please be specific. What is slow. Torrents? Latency?
My tests are not duplicating your results. I ma not giving you ‘excuses’, I am troubleshooting your issue. If you have a problem with the way I do this, please email [email protected] to further troubleshoot.
I am helping you as a favour. I have MANY MANY things I have to look after on daily basis, and support is not one of them

Kind Regards
Keoma Wright
CEO / Founder
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Oh my god im sorry i bothered you!!
If you read the subject line it indicates both. You know what nevermind. Please cancel my subscription at the end of THIS month. Apparently you dont value long term customers
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Your account has been cancelled
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Geez really good luck with your business with that attitude
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No luck needed.
 
Perhaps the frustration of having ones toys hitting the cot bumper rails is not quite empathetic enough.

/awaits the doubloon donation of pirate boots himself

Sometimes you just get what you ask for.
 
You know, I can't wait for the day people finally start realising that being a customer of a company does not mean you can have a ****ty and abusive attitude towards the employees and that they simply have to eat up all your crap.

You were rude to Keoma and you expected him to give you a rosy reply?

Also, if you're getting latencies of 1000 then I do believe the issue is more likely on your side. There are many things I hate about the IS backbone, but high latency has never been one of them. Internet Solutions is the service provider that I believe has the absolute best pings in this country. My international pings especially have never been as low as it was when I was on IS.
 
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My dealings with Keoma had been ok up till that snotty email to me. Goodbye and (not) good luck
 
Graal said:
You know, I can't wait for the day people finally start realising that being a customer of a company does not mean you can have a ****ty and abusive attitude towards the employees and that they simply have to eat up all your crap.

You were rude to Keoma and you expected him to give you a rosy reply?
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U go with that see how far u get in life
 
rakabos3 said:
U go with that see how far u get in life
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Yes, I suspect I might get a lot further than someone who is rude and abusive towards employees of a company and then expects them to simply eat up my crap with a smile on their faces.

Treat others as you wish yourself to be treated. You know the saying, "you attract more flies with honey than vinegar?" Maybe go read up what it means.
 
To be honest rakabos, you did not help yourself with your tone and cussing in your opening email does not help. As graal said, being a customer does not enititle you to behave however you please. As in most areas of life, being respectful and courteous to someone gets you the same in kind.

However, as CEO of a company, Mr or Ms. Wright should be more careful with his\her words. That comment does betray an attitude that he\she feels menial support issues are below the pay grade of a CEO. The CEO of a company should be the MOST willing to help a customer, not the least and most definitely not see it as a favor.
 
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I was harsh in the opening email - granted. But you know what, when you pay more for a so called gold account and you cant use it properly you will also be peed off. And then i get the response that he is busy and doing me a favor and cant help me and must phone telkom. OMFG seriously????
 
Hmmm...

CEO

Roles of Chief Executive Officer
Advises the Board
Advocates / promotes organization and stakeholder change related to organization mission
Supports motivation of employees in organization products/programs and operations
Visionary / Information Bearer
Ensures staff and Board have sufficient and up-to-date information
Looks to the future for change opportunities
Interfaces between Board and employees
Interfaces between organization and community
Decision Maker
Formulates policies and planning recommendations to the Board
Decides or guides courses of action in operations by staff
Manager
Oversees operations of organization
Implements plans
Manages human resources of organization
Manages financial and physical resources
Board Developer
Assists in the selection and evaluation of board members
Makes recommendations, supports Board during orientation and self-evaluation
Supports Board's evaluation of Chief Executive
Responsibilities of Chief Executive Officer

There is no standardized list of the major functions and responsibilities carried out by position of chief executive officer. The following list is one perspective and includes the major functions typically addressed by job descriptions of chief executive officers.
1. Board Administration and Support

Supports operations and administration of Board by advising and informing Board members, interfacing between Board and staff, and supporting Board's evaluation of chief executive
2. Program, Product and Service Delivery

Oversees design, marketing, promotion, delivery and quality of programs, products and services
3. Financial, Tax, Risk and Facilities Management

Recommends yearly budget for Board approval and prudently manages organization's resources within those budget guidelines according to current laws and regulations
4. Human Resource Management

Effectively manages the human resources of the organization according to authorized personnel policies and procedures that fully conform to current laws and regulations
5. Community and Public Relations

Assures the organization and its mission, programs, products and services are consistently presented in strong, positive image to relevant stakeholders
6. Fundraising (nonprofit-specific)

Oversees fundraising planning and implementation, including identifying resource requirements, researching funding sources, establishing strategies to approach funders, submitting proposals and administrating fundraising records and documentation
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End-user support;
Job Responsiblities

Responsibilities include providing end users assistance with technical issues over the phone and in person. This includes maintenance, administration, and resolving issues related to the technology their customers use. End user support professionals may be required to purchase computers and related technologies within budget guidelines if technical issues can't be resolved otherwise.

End user support may also include tasks such as required maintenance, backing up files and performing installations on a routine basis.
Other Responsibilities

End user support responsibilities can include training users, and administration of best practices for the technology they support. Most organizations have policies and procedures for their technology that end user support professionals enforce.
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Edit: ... Yup, I can see how one might confuse the two.
 
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As has been said, the issue is more than likely on your end. He gave you solid advice and instructions that many of us have received in the past. Then you went and accused him of making excuses. How is that justifiable? OpenWeb can't call Telkom every time a customer has an issue that is likely line related.
 
Its not on my end, I tested it with a different openweb account and it was fine! Then reconnected with my account and it sucked
 
Im done here, trying out mweb to see if they can handle a bit of load at 11pm
 
@ Kilobits: I realise the CEO's primary role is not user support, that's why there is a support department. But, if the CEO is going to take support requests, as Mr\Ms. Wright appears to, then he\she should certainly not see it as a favour. He\she is not forced to do this but at the same time it is not a "favour". In the end, it is trying to help a customer so that they keep paying you for a service, If Keoma Wright decides not to take support queries anymore, so be it fair enough, but until then the attitude of "I'm doing you a favour" is just not on. Whoever takes on the responsibility of a support request, be it CEO or Helpdesk agent, they are doing it because they work at the company and it is their responsibility to make sure it is successful.
 
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