Openweb - Be Cautious.

[WoW]

No, we are treating him as someone who is out to destroy the reputation of a good SA firm FOR NO REASON. Do not expect us to treat him with kid gloves if that is the case. How would you like it if someone did that to you or your firm? With no leg to stand on?

Incorrect, as stated openweb provided poor customer service and charged a customer R1300 for 3 days of service. This could have easily been resolved by the service provider if communicated, informed or even just charged the customer for the days of use.

The fact that some people see no problem with being charged R1300 for 3 days, indicates how different our perceptions are for this issue.

The insulting and undermining of fellow members is disrespectful and should be avoided to ensure healthy debates can occur.

Thriel a website that you can use to voice your grievances is www.getclosure.co.za

 

[LazyLion]

It is wrong for Openweb to run their month from the 27th to 27th, and accept money from a client on the 27th, yet have the f****ing audacity to say that the account only becomes active for the month ahead, on the 30-31st.

It is wrong. Deceitful.

Where did you get that from? Their month runs from last day to last day. The 27th is when they e-mail you and ask you for payment in advance for the coming month. What is wrong with that? Thousands of businesses run that way. In fact, I know of business where you are penalised with late fees if you don't pay by the due date.

 

[WoW]

Full cost of what hj? 3 days bandwidth?

You don't think they could have been flexible and charged him say 300 bucks for the 3 days?

You don't think they could have tried to help the situation?

No HJ if you run your company well and try to help your clients when they make silly errors, your company will grow and do very well.
Treat customers poorly and just ignore mistakes your company will fail HJ.

For instance they could have been flexible and made a plan which i am almost 100% they can considering they can suddenly give him half price after he makes a big thing about it, then he would have come here and praised them, more clients. Now they have their 1.3k but a bad thread with lots of bad advertising. Could have ended far different and if you think this is the way to run a successful business then i dunno man. Plus he took his business to another ISP.

So they have lost out on 15600 bucks a year, plus whoever else sees this thread and decides to go with another ISP. That is not good business. To me openweb have lost far more than if they had just tried to help him out.

+1
This is the basics of business growth yet there is an attitude from members that they should not go the extra mile for the customer.

LOL it is so ironic that I was on the openweb site just about to purchase an account, then saw this thread. My major issue is the attitude that "it is fine for me to charge you for 3 days" and then to provide poor customer service.

 

[Lightscribe]

Where did you get that from? Their month runs from last day to last day. The 27th is when they e-mail you and ask you for payment in advance for the coming month. What is wrong with that? Thousands of businesses run that way. In fact, I know of business where you are penalised with late fees if you don't pay by the due date.

If they want payment, to run in a cycle, based on the 27th of each month, they must supply the bandwidth from the 27th also.

The fact remains, it is wrong to have taken his money on the 27th, yet expect him to have lost the 3days.

I suspect that many fall for this trap of the Openweb payment cycle, which has now, simply been getting some exposure.

http://www.openweb.co.za/termsofuse.php

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.

 

[LazyLion]

If they want payment, to run in a cycle, based on the 27th of each month, they must supply the bandwidth from the 27th also.

The fact remains, it is wrong to have taken his money on the 27th, yet expect him to have lost the 3days.

I suspect that many fall for this trap of the Openweb payment cycle, which has now, simply been getting some exposure.

http://www.openweb.co.za/termsofuse.php

I'm sorry... but I still don't see what is wrong with that. Those are their stated terms and conditions. If you don't like them (for whatever obscure reason - maybe you also have something against the colour purple), then by all means use a different ISP.

 

[heynnow]

No, we are treating him as someone who is out to destroy the reputation of a good SA firm FOR NO REASON. Do not expect us to treat him with kid gloves if that is the case. How would you like it if someone did that to you or your firm? With no leg to stand on?

A good SA FIRM?

What is good about them?
1) Their products? erm no...they do false advertising eg. Openbrowse
2) Their Service? no again...it horrible
3) Their business ethos? mmm
4) Their prices? well its basically the same as the rest.

So what makes them a good SA firm?
Mr Beep?

I sense that most people here feel the same and Im glad so many people are sharing their viewpoints. Its time somthing gets done about it, even if this is a wake up call for Openweb to improve service and communication with customers.

H2JK and Gary, sorry you guys are trying to save the titanic.

 

[LazyLion]

A good SA FIRM?

What is good about them?
1) Their products? erm no...they do false advertising eg. Openbrowse
2) Their Service? no again...it horrible
3) Their business ethos? mmm
4) Their prices? well its basically the same as the rest.

So what makes them a good SA firm?
Mr Beep?

I sense that most people here feel the same and Im glad so many people are sharing their viewpoints. Its time somthing gets done about it, even if this is a wake up call for Openweb to improve service and communication with customers.

H2JK and Gary, sorry you guys are trying to save the titanic.

Bulldust. A few impatient and childish users have some sour grapes and take it to the message board to whine and bitch and moan. They start a few pitiful threads and then get plenty of "no problem here responses" and a handful of other whiners joining them. There is no Titanic.

I am very happy with OpenWeb and have got my money's worth long ago. But my loyalty only extends so far as their pricing. When someone else comes along with a better rate, you can easily tell where I will be.

I do however have an issue with people who whine and moan when the fault was clearly theirs.

 

[Lightscribe]

In fact, they merely need to copy and paste point 4.13 of their TOS onthe top of each product page in bold. The problem will almost disappear.

Warn clients initially, on the phone and with email contact, by double checking with them, that they may be making a mistake.

I really get the feeling that clients are not being warned. I never was, on the phone with Keoma or his support center. I never read the TOS. I had to live with it. But, R279 bought on the 19th is way different from buying for R1299, on the exact due date.

 

[LazyLion]

I would love to go back in time to listen to that actual phone conversation and see all the e-mails.... the customer is not always right...

http://notalwaysright.com/

 

[marine1]

Bulldust. A few impatient and childish users have some sour grapes and take it to the message board to whine and bitch and moan. They start a few pitiful threads and then get plenty of "no problem here responses" and a handful of other whiners joining them. There is no Titanic.

I am very happy with OpenWeb and have got my money's worth long ago. But my loyalty only extends so far as their pricing. When someone else comes along with a better rate, you can easily tell where I will be.

I do however have an issue with people who whine and moan when the fault was clearly theirs.

Got to agree with you.
I have had a couple of years worth of excellent product and service and believe me, I am the first to bitch and moan.
I have had a couple of issues but they always reply fast and resolve the issue.

 

[WoW]

Bulldust. A few impatient and childish users have some sour grapes and take it to the message board to whine and bitch and moan. They start a few pitiful threads and then get plenty of "no problem here responses" and a handful of other whiners joining them. There is no Titanic.

I am very happy with OpenWeb and have got my money's worth long ago. But my loyalty only extends so far as their pricing. When someone else comes along with a better rate, you can easily tell where I will be.

I do however have an issue with people who whine and moan when the fault was clearly theirs.

You have constantly ignored the fact that poor service was provided and that they charged the customer for 3 days of service. This is not right yet you feel as if we should accept such service, why?

 

[Lightscribe]

I'm sorry... but I still don't see what is wrong with that. Those are their stated terms and conditions. If you don't like them (for whatever obscure reason - maybe you also have something against the colour purple), then by all means use a different ISP.

Seems the majority that have had problems with openweb, have.

 

[Necuno]

Bulldust. A few impatient and childish users have some sour grapes and take it to the message board to whine and bitch and moan. They start a few pitiful threads and then get plenty of "no problem here responses" and a handful of other whiners joining them. There is no Titanic.

I am very happy with OpenWeb and have got my money's worth long ago. But my loyalty only extends so far as their pricing. When someone else comes along with a better rate, you can easily tell where I will be.

I do however have an issue with people who whine and moan when the fault was clearly theirs.

I would hardly call it sour grapes, the vpn experiance had me leaving as it was the last in long run of issues; simple choice at end stay or leave.

• account setup not ready on due date
• login info, what log in info ?
• phones are busy
• account is canned on the spot of you ask for it to end
• few accounts was sold as one, but turned out shared (yes go search its here in the hydra)
• account never setup in the panel, though i still paid for something i could never see wtf i was really on even though i new what it was
• very long waits in between asked help if not plainly being ignored ("the vpn expert comes to mind")

and list goes on.

 

[LazyLion]

You have constantly ignored the fact that poor service was provided and that they charged the customer for 3 days of service. This is not right yet you feel as if we should accept such service, why?

What poor service? He wanted a product and they sold it to him. Later on he changed his mind (his Dad probably freaked when he saw the R1300 charge) and wanted his money back. So he came up with a plan to whine about it on the internet until someone gave in. Seems pretty clear to me.

He got what he paid for.

 

[LazyLion]

Seems the majority that have had problems with openweb, have.

That is fine. That is their freedom of choice and their prerogative. But twice now I have seen OpenWeb come to the party. Once they offered a free month and the other time a substantial discount. Both times the offer was refused. What does that tell you? The whiners were not looking for service, they were simply trying to smear the name of the company or get refunds on expenses they did not anticipate. If it was about service an apology and making amends would be enough... but that is clearly not enough for some people. In this case I am convinced it was fishing for some free stuff. Not the first or the last time I have seen it in South Africa.

 

[Necuno]

What poor service? He wanted a product and they sold it to him. Later on he changed his mind (his Dad probably freaked when he saw the R1300 charge) and wanted his money back. So he came up with a plan to whine about it on the internet until someone gave in. Seems pretty clear to me.

He got what he paid for.

the fact remains, (if it was not mentioned which it seems) that he was not remined and he should have been remined whether or not it was his fault which would have costed the other person nothing to say- yay sure i would like to listen to the telephone conversation and read all the emails too.

 

[WoW]

What poor service? He wanted a product and they sold it to him. Later on he changed his mind (his Dad probably freaked when he saw the R1300 charge) and wanted his money back. So he came up with a plan to whine about it on the internet until someone gave in. Seems pretty clear to me.

He got what he paid for.

The poor service eg no calls answered, 3 days service provided at R1300 and the arrogance from openweb to only provide a discount once it has been posted on this forum opposed to addressing the issue immediately.

Gary why the need to insult the individual?

 

[LazyLion]

the fact remains, (if it was not mentioned which it seems) that he was not remined and he should have been remined whether or not it was his fault which would have costed the other person nothing to say- yay sure i would like to listen to the telephone conversation and read all the emails too.

He wanted the product. When I was deciding if I wanted that product I spent a week asking about it, reading all that people said about it and checking the site. Even after I had ordered it (on the 27th April) I sent several e-mails asking about it to make sure it started on the 1st of May. If I saw the need to do all of that then surely he could also have? Sounds to me like he was impatient and rushed into something that he should have spent some time thinking over. That is his fault not theirs.

 

[LazyLion]

Gary why the need to insult the individual?

LOL... you think that was an insult? You don't spend very much time on the internet, do you?

Read back a few pages and see what he was saying to me.

 

[Necuno]

He wanted the product. When I was deciding if I wanted that product I spent a week asking about it, reading all that people said about it and checking the site. Even after I had ordered it (on the 27th April) I sent several e-mails asking about it to make sure it started on the 1st of May. If I saw the need to do all of that then surely he could also have? Sounds to me like he was impatient and rushed into something that he should have spent some time thinking over. That is his fault not theirs.

the fact remains, (if it was not mentioned which it seems) that he was not remined and he should have been remined whether or not it was his fault which would have costed the other person nothing to say- yay sure i would like to listen to the telephone conversation and read all the emails too.

the fact still stands sustaind. any logical person who sells something off to another soul will share the full detail that it entail otherwise there simply snakes in the grass, period. besides anyone should know that the end user of your product are its thread to higher implementations.