Openweb and complete disregard for customer service.

souljo said:
kekekekeke to err is human, but to forgive is bovine ... and I do work for Purple Cow Communications :D
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How ironic!!

Perhaps you should be canvassing for Openweb's business.

Do you offer etiquette training too? Cause we have a few mamparas on here that could do with some...
 
sandmanm34 said:
@ matshelane you telling me a drunken yob in a busy family restaurant has the right to get up and hurl abuse at a waitress taking too long to bring him his next beer??!!

There is an appropriate way to address a service provider even in the event of sub standard service. Not implying that this isn't the case here but this notion that a paying customer can basically behave in any matter fitting is outdated and uncivilized...
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You can't equate this with a drunken yob.. In this specific case the customer signed a contract and paid upfront for service that wasn't forthcoming and received abusive treatment despite legitimate requests
 
matshelane said:
You can't equate this with a drunken yob.. In this specific case the customer signed a contract and paid upfront for service that wasn't forthcoming and received abusive treatment despite legitimate requests
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It's the customers right to be as rude as he wants as long as he is paying for a service
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Your words, not mine..
 
souljo said:
Hi there ... soz I think fnx posted this as a way of helping me out. I'm the person that this happened to and received these emails from Openweb.

To address the criticisms:

- there are NO EMAILS MISSING ... all are posted in the order in which I received them. I even mention towards the end that the whole conversation is disjointed and hard to understand from my end even, and it feels like separate people are replying under the same address with the same email signature referring to themselves as Keoma. I would never alter the conversation as this would make me liable for a law suit of epic proportions, everything is verbatim as it was stated to me. That's why i'm so shocked and making such a stink about it. I'm seriously just as confused as you guys are as to the gaps in logic and communication.

- In the past I've suspected that multiple consultants respond as Keoma, as I've been an Openweb customer for four years now and had various email conversations with this "Keoma" persona that are written in completely different grammar and styles. Some are definitely more helpful than others, and as you've all seen - some are just downright rude.

- I didn't at any point cancel ... I had not had a response to my emails or sms support requests that I started sending from the 14th of July (when my account - not line - first went down and stayed down for three days). By the 20th of July I threatened that if noone responded to my requests for support then they could EXPECT a cancellation. To which I received a cancellation reference. I don't think in any way this can be defended by Openweb or for them. There is never an excuse for just cutting a client out rather than providing the support and service they pay for.

I really respect everyone's feedback though, I'm sure that not everyone has had bad experiences with Openweb. But I do feel that my experience is quite indicative of what their overall philosophy is. I tried to post complaints on their facebook page (always in polite language and without crudeness) and I got deleted and banned. Today I see they've removed the ability for customers to post on the page at all (other than to reply to Openweb posts), much like what std bank did when they didn't want to respond to customer service complaints.
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If this is true, it's pretty disappointing :/
 
sandmanm34 said:
How ironic!!

Perhaps you should be canvassing for Openweb's business.

Do you offer etiquette training too? Cause we have a few mamparas on here that could do with some...
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luls ... well the best I could do is fix their online marketing as we're an Internet marketing company.

Starting with their social media, they really should be engaging with negative comments on their facebook and twitter accounts, and proactively turning these negative comments into good ones by allowing two-way communication. Simply disabling the ability to post and banning disgruntled customers is pretty much social media 101 and online reputation management 101 not-to-do aspects.

As for etiquette training, can't help you there :P
 
Ahahahaahahahaha

/Falls off chair laughing!

Knowing this crowd I am on Openweb's side here!
 
sandmanm34 said:
Well, perhaps Keoma might come on here and offer his side of the story together with some sort of amicable solution for all...
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To be honest that'd be amazing, I'm not an unreasonable person, or someone who enjoys conflict. I had four good years with this company and all it would take is a sincere apology about the way it was all handled to retain my business (I never in fact even cancelled my account).

And reassurance that the relevant consultants have been made aware of what went wrong and how NOT to respond to a client who is in distress. Perhaps a bit more customer service training needs to be implemented their side.
 
sandmanm34 said:
Your words, not mine..
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You seem intent on missing the point. Restaurants typically have a right of admission reserved clause. ISP's don't. They take your money upfront and cannot expect you to be civil when you receive less than what you paid for. It's a simple concept.
 
matshelane said:
You seem intent on missing the point. Restaurants typically have a right of admission reserved clause. ISP's don't. They take your money upfront and cannot expect you to be civil when you receive less than what you paid for. It's a simple concept.
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What is the simple concept? Acting like a primate because you don't get something the way you want it? It all goes back to the saying "the customer is ALWAYS right" and yeah, that is how it should be, but if a customer is wrong, are they still right? I think everyone is able to make their comments. And no one is forcing anyone to read them... But please man! Acting like a yodling banshee is only causing yourself embarrasment... How's that for a simple concept?
 
Wow ... I can't believe I'm only discovering myBB now, there are a ton of awesome forums going on here. At least something good has happened from this experience ^-^
 
souljo said:
Wow ... I can't believe I'm only discovering myBB now, there are a ton of awesome forums going on here. At least something good has happened from this experience ^-^
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Yip!!! Not only that but another 5 posts in the next couple of days and you qualify for the iPad draw :p
 
Just one question Souljo why did you have your issue posted on that blog? If you didn't know this forum existed then why suddenly did you start posting here after almost everyone mocked the blog?
 
Spyk3r said:
What is the simple concept? Acting like a primate because you don't get something the way you want it? It all goes back to the saying "the customer is ALWAYS right" and yeah, that is how it should be, but if a customer is wrong, are they still right? I think everyone is able to make their comments. And no one is forcing anyone to read them... But please man! Acting like a yodling banshee is only causing yourself embarrasment... How's that for a simple concept?
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Perhaps if you had some tertiary education you might get the concept.
How the **** does a screen name get embarrased ?
 
matshelane said:
Perhaps if you had some tertiary education you might get the concept.
How the **** does a screen name get embarrased ?
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He doesn't. Everybody just knows the person behind the screen name is a douche. They don't know who it is, but they know he's a douche.
 
Have you ever considered that perhaps Openweb doesnt want you as a client? What you have done really is childish. What is sad is that you can get away with the childishness. Please go away. Please do not use MyBB. We really do not want people like you on here.

souljo said:
oh ... wait ... what!

/begins posting at a rapid rate :P
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Also, what exactly is your point? What do you want to achieve from bashing them? Your account is cancelling, move on, go to mweb. They can mother you there. Leave us top enjoy your bandwidth.
 
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