Openweb - Be Cautious.

[hj2k_x]

Stick together hey gary, they charged this oke 1.3k for 3 days use, what does it matter how much he downloaded? They should have over the phone told him you know if you sign now we will charge you 1.3k for 3 days and then 1.3k for the month of july. Why not take this 2gb int account for now and then we will activate your uncapped on the 1st of july. Now that is customer service gary, something you so fiercely fight for.

Yikes that must be really bad man, 1.3k for 3 days of internet. You got taken badly if you ask me.

Come on, dude. I thought you of all people would have more sense than this.

 

[hj2k_x]

you offered that to me after the hell i went through the last week and when i called to cancel my service. did you seriously think i would take the offer. I had already signed up with axxess. you had the chance to make a offer long before that.

on top of that R649 is half a months payment for 3 days access ? So i must pay more money to have more poor service ?

Why not explain why i could never reach you guys via telephone, you number is allways engaged, why do half my emails never recieve replies, and the others take most of the day to get any attention.

Why did i recieve a cutt off notice 2 hours after my service was discontinued.

these are reasons i did not take your offer this morning. I am not willing to risk my web server running with your company controlling the string that keeps it online.

what you could have done was offer me a refund. but no you did not.

A refund? For a service that was rendered as described? Pull the other one.

MAKE SURE YOU READ AXXESS' TERMS AND CONDITIONS WELL

 

[thriel]

A refund? For a service that was rendered as described? Pull the other one.

MAKE SURE YOU READ AXXESS' TERMS AND CONDITIONS WELL

i am not first time client of axxess. I have a web hosting pakadge with them, and they have not yet put me through any kind of hell.

and if i have a problem i can just pick up the phone and dial them, atleast there i can get through.

 

[hj2k_x]

i am not first time client of axxess. I have a web hosting pakadge with them, and they have not yet put me through any kind of hell.

and if i have a problem i can just pick up the phone and dial them, atleast there i can get through.

Cool.

So, lesson learned then.

Why did you not go with them in the first place, out of interest? (maybe you have mentioned it and I have missed/forgotten it)

 

[killadoob]

No HJ i think sometimes a company needs to step back and think, they should have known that nobody wants to spend 1.3k for 3 days of internet and make it very clear this was going to happen.

Thriel did they ask you over the phone if you knew the 1.3k you would be paying would be for 3 days?

 

[hj2k_x]

No HJ i think sometimes a company needs to step back and think, they should have known that nobody wants to spend 1.3k and make it very clear this was going to happen.

Thriel did they ask you over the phone if you knew the 1.3k you would be paying would be for 3 days?

I do not agree with that, man. Not in this case.

Uncapped internet. Three days. Desperate need. Company client. I wouldn't think twice, really.

 

[thriel]

Cool.

So, lesson learned then.

Why did you not go with them in the first place, out of interest? (maybe you have mentioned it and I have missed/forgotten it)

becuase someone told me openweb has an uncapped connection for R1299.

Since i was looking for a long term solution for the patch server that is going online soon ( i have no idea how much bandwidth it might consume when it does ). it seemed the logical choice.

What grates my carrot is that i was unhappy with how this was handled, and i made it no secret.

yet clauses and the law was thrown in my face from the word go.

instead of saying to me, "here we will compromise, how about we charge you pro rata, or how about we make an axception this time since we undertsand there might have been confusion. and btw sorry about our poor support, but we had a busy week. or you are clearly unhappy with our service, would you like a refund ?"

but nothing. instead clauses and the law gets quoted in my face like i am some kind of criminal.

now who in their right mind would want to do business with a company who treat their clients this way ?

i am sorry, but this is one time i will not let this go unpunished.

in my email i sent the weekend mrbeep. i warned you that i would not let this rest easily, you could easily have settled this in a better manner, instead you directed me to the legal department. that was your response to an unhappy customer.

 

[hj2k_x]

becuase someone told me openweb has an uncapped connection for R1299.

Since i was looking for a long term solution for the patch server that is going online soon ( i have no idea how much bandwidth it might consume when it does ). it seemed the logical choice.

What grates my carrot is that i was unhappy with how this was handled, and i made it no secret.

yet clauses and the law was thrown in my face from the word go.

instead of saying to me, "here we will compromise, how about we charge you pro rata, or how about we make an axception this time since we undertsand there might have been confusion. and btw sorry about our poor support, but we had a busy week."

but nothing. instead clauses and the law gets quoted in my face like i am some kind of criminal.

now who in their right mind would want to do business with a company who treat their clients this way ?

I would, I do and I will.

It is asking a lot of a big company to make an exception like this. when they are not in the wrong. Imagine, just imagine asking Telkom or Vodacom to do something like what you are asking.

 

[killadoob]

I am really sorry for the inconvenience, but we are bound by our suppliers Terms.

Mrbeep says the above and said they cannot charge a lower rate for the 3 days but then offers the account for half price for july?

What happened to the supplier terms?

 

[hj2k_x]

I am really sorry for the inconvenience, but we are bound by our suppliers Terms.

Mrbeep says the above and said they cannot charge a lower rate for the 3 days but then offers the account for half price for july?

What happened to the supplier terms?

Seems fair to me.

 

[killadoob]

Yea but i am asking why he said the whole time they could do nothing and said suppliers this and terms and conditions that but then offer the account at half price.

Why not make that offer before all the posts? i dunno hey i think sometimes the way you handle a situation will not favour your company.

 

[hj2k_x]

Yea but i am asking why he said the whole time they could do nothing and said suppliers this and terms and conditions that but then offer the account at half price.

Why not make that offer before all the posts? i dunno hey i think sometimes the way you handle a situation will not favour your company.

Ya, that I cannot help you with. But I still say they didn't have to offer the discount at all and as such, it is a decent gesture.

 

[heynnow]

NO ONE HAS ANSWERED WHY THE SUPPORT HAS BEEN SO POOR.

I did do business with Axxess and told me specifically that there is only 2 days left before the account gets reset, they would advise me to get a prepaid.

Legally there is probably not much wrong, but governance wise, its an absolute nightmare.

This shows you the difference between a average ISP and a good ISP.

I have been disgusted with openweb 2x

Gary, you should stick to law and stay away from business.its just not your thing mate.

In 7 years of business/finance studies its the golden rule for a company " customers come 1st" . There really is not much to debate about here except for the fact that Thriel has received VERY POOR service. As for what happened in the 1st place, that was a communication error.

A good business will resolve this issue promptly, not the way it happened here.

 

[hj2k_x]

NO ONE HAS ANSWERED WHY THE SUPPORT HAS BEEN SO POOR.

I did do business with Axxess and told me specifically that there is only 2 days left before the account gets reset, they would advise me to get a prepaid.

Legally there is probably not much wrong, but governance wise, its an absolute nightmare.

This shows you the difference between a average ISP and a good ISP.

I have been disgusted with openweb 2x

Gary, you should stick to law and stay away from business.its just not your thing mate.

In 7 years of business/finance studies its the golden rule for a company " customers come 1st" . There really is not much to debate about here except for the fact that Thriel has received VERY POOR service. As for what happened in the 1st place, that was a communication error.

A good business will resolve this issue promptly, not the way it happened here.

Yes, well seeing as you are dishing out advice, here is some for you. Stick to whatever it is you do, as well.

There are TWO issues here, as you have said. The one about which THIS THREAD is, is not the correct one. The service issue is one thing, but this 'communication error' of which you speak, was just that, an error on the part of the customer.

 

[heynnow]

communication errors involve 2 parties.

If he had received better service, this situation would not have escalated. fact.

 

[hj2k_x]

communication errors involve 2 parties.

If he had received better service, this situation would not have escalated. fact.

I do not see how the two issues are related in this case.

 

[thriel]

Ya, that I cannot help you with. But I still say they didn't have to offer the discount at all and as such, it is a decent gesture.

is it a descent gesture tho ?

if you could not get hold of the isp for 7 hours, that is with you and all your friends trying to get through, hell even some of the mybb users couldnt get through, if im not mistaked Davemc also tried to no sucess. if after half a dozen emails you still feel like you are being treated like a criminal. if you had to sit and read on the other forums how people were trashing your group because you cannot keep a web server alive, calling your project a fail before it even launches. this is what i had to endure last week. I have every right to be angry.

would you really take the offer, still think it is descent ?

what about next time i have issues, what garuntees are there that i will have quick and efficient service ?

isnt the offer really being made to cover up a mistake on their part ?

 

[davemc]

Hey Friends,

This was one of the more painfull threads to read.

As someone whom from day 1 always placed the customer first, it truly is not a good feeling to know that one of your clients feel this way about your company.

We have always been honest and direct about our calendar month billing, and always ask the client towards month ed whether they would like to take an account immediately or have it scheduled for the 1st of a month.

We have also placed in in our Terms of Service, which all clients have to agree to before they receive access.

I quote:

4.13 Payment of your account is due on the 27th of each month, paid in advance for the following months access. Accounts purchased within a month, will only last until the end of the month it was purchased in.

This morning, Paul offered the client the account for the rest of July for R649. I authorised this as I would've liked to see the client get some value for his money. This is a discount of R650.

I am really sorry for the inconvenience, but we are bound by our suppliers Terms.

Kind regards
MrBEEP

It is apparent to me that MrBEEP is breaching his own goal of always putting the customer first. MrBEEP has instead placed his suppliers Terms first.

Of course, this has very little effect on the entire situation. However, I find myself drawn towards not recommending a company that cannot be contacted directly by a customer in times of need.

I also find that thriel failed to mention certain facts, like the fact that Openweb had made a discounted offer to him this afternoon. Thriel has conducted what is in effect a smear campaign against Openweb, omitting details.

This whole thing is just not on par, but I find myself a little more educated, and sadly so, in the tactics of less than honourable actions.

EDIT: I originally thought that Openweb has offered thriel the discount this morning. I was quite mistaken.

 

[texo]

isnt the normal procedure to charge a pro rata fee for any days before month end ? it worked that way with aerosat, iburst and telkom, its what i expected them to do. how in the hell am i suppose to smell that it would be otherwise ?

That's simply not true. I've not used aerosat or iburst, but I know that's not the case with Telkom, Webafrica, nor any other ISP I've ever used.

 

[hj2k_x]

is it a descent gesture tho ?

if you could not get hold of the isp for 7 hours, that is with you and all your friends trying to get through. if after half a dozen emails you still feel like you are being treated like a criminal. if you had to sit and read on the other forums how people were trashing your group because you cannot keep a web server alive, calling your project a fail before it even launches. this is what i had to endure last week. I have every right to be angry.

would you really take the offer, still think it is descent ?

what about next time i have issues, what garuntees are there that i will have quick and efficient service ?

isnt the offer really being made to cover up a mistake on their part ?

Perhaps pertaining to the poor service but not pertaining to the way they billed you, or that they did bill you the full amount. There are two different issues here.