OpenWeb Issues Part 2

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WoW

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This post has put the entire openweb offering in context:

bk.ru bk.ru:

I have a friend who worked for a short time for Openweb. His stories of how support and the company is run would make your hair crawl. Most of the support is done from some young persons house (calls are routed from the number you dial to whatever prepaid phone the new employee has just had installed).

While it is great to work from home, all support still has to be done through Keoma. So if he is out (which he is a lot), the support person becomes a glorified answering machine to a lot (and I mean a lot) of disgrunteled clients.

If there is a problem that needs to be resolved, there is nothing the employee can do but take down the name and number of the person and wait for Keoma to be available.

There is no dedidcated support center and very seldom trained staff. Simple tasks like checking or changing a users password can not be performed.

For my friend it was a complete ballsup. Keoma really needs to sort out his stuff, and actually invest some of his money in creating proper infrastructure.

The reason you have no support, calls not being answered and that kind of thing is because of Keoma`s business practices or rather lack of them.
__________________
 
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@hj2k_x; Seriously what?

If Openweb would allay our fears of shoddy service, and simply draw us a different picture to the one presented by the opening poster, we'd all be a lot happier.

I still cannot contact them on their phone number.
 
davemc said:
@hj2k_x; Seriously what?

If Openweb would allay our fears of shoddy service, and simply draw us a different picture to the one presented by the opening poster, we'd all be a lot happier.

I still cannot contact them on their phone number.
Click to expand...

OK, fair enough.

Let's see what they have to say.
 
Antowan, if you had taken the time to read the posts you would have been able comprehend what the post was about, opposed to taking an ignorant approach and closing it.
 
WoW said:
This post has put the entire openweb offering in context:

bk.ru bk.ru:

I have a friend who worked for a short time for Openweb. His stories of how support and the company is run would make your hair crawl. Most of the support is done from some young persons house (calls are routed from the number you dial to whatever prepaid phone the new employee has just had installed).

While it is great to work from home, all support still has to be done through Keoma. So if he is out (which he is a lot), the support person becomes a glorified answering machine to a lot (and I mean a lot) of disgrunteled clients.

If there is a problem that needs to be resolved, there is nothing the employee can do but take down the name and number of the person and wait for Keoma to be available.

There is no dedidcated support center and very seldom trained staff. Simple tasks like checking or changing a users password can not be performed.

For my friend it was a complete ballsup. Keoma really needs to sort out his stuff, and actually invest some of his money in creating proper infrastructure.

The reason you have no support, calls not being answered and that kind of thing is because of Keoma`s business practices or rather lack of them.
__________________
Click to expand...

explains a lot. now what will Gary come up with...
 
Hey Friends,

When OpenWeb started, this was most certainly the case. In order to keep costs low, and increase client discounts, we had a Cellphone number where folks could reach us on.

However, about 2 years ago, due to growth, we had to setup systems that would allow us to handle increased support needs.

We now have an excellent, well trained staff compliment. However, with the launch of the new packages later this month (if all goes according to plan), we will see a rapid increase in sales, meaning that we would need even more staff to handle support. Thus, we have already started training our new Junior OpenWebbers, whom will be going live on 15 July.

It is really sad to see that OpenWeb is in the spotlight for bad service. We all try our utmost best to provide fast and efficient support. Clearly, our best in this case is not good enough, so we will be re-evaluating all our processes, and implement the knowledge gained into our new system which will be launching soon.

I would also like to remind folks that we do offer email support via:

[email protected]

I am always available via PM on MyADSL if a problem needs immediate attention.

Our SMS support number, (My cell number) is 072 3698 444

All these avenues are available over and above our Call Centre Service.

Kind regards
MrBEEP
 
heynnow,

The most valuable lesson I have learnt is that you are on a personal mission to destroy OpenWeb's name.

The mere fact that 90% of all your posts are either congratulating a certain competing ISP, or 'flaming' OpenWeb is quite strange.

We understand that you do not like OpenWeb, however, is it necessary to spend your days posting about it?

I challenge you, if you do not have one already, why not start your own ISP and show us how it's done.

I will be your first client.

Keoma

heynnow said:
If that was true, then none of this would have happened.

I hope Mr Beep learnt a valuable lesson over here....
Click to expand...
 
WoW said:
Antowan, if you had taken the time to read the posts you would have been able comprehend what the post was about, opposed to taking an ignorant approach and closing it.
Click to expand...

It is not about whether I can understand it. It is about new readers and people who search the web and then stumble onto this thread. If you link to dud content instead of explaining everything in a thread opening post I will close or delete the thread. :)
 
MrBEEP said:
heynnow,

The most valuable lesson I have learnt is that you are on a personal mission to destroy OpenWeb's name.

The mere fact that 90% of all your posts are either congratulating a certain competing ISP, or 'flaming' OpenWeb is quite strange.

We understand that you do not like OpenWeb, however, is it necessary to spend your days posting about it?

I challenge you, if you do not have one already, why not start your own ISP and show us how it's done.

I will be your first client.

Keoma
Click to expand...

Keoma, again you are wrong, I have praised a few ISPS and have made posts about hardware/software related issues.

I did not tell all the people in the previous thread to post what they did.

I can assure you, I will not waste my time posting about your company again on MyBB, all your angry customers will do that.

Good luck to you and your company.
 
If a client is unhappy with the service OpenWeb provides, and have exhausted all the available support channels, they must absolutely create a thread about the specific problem. I will address and resolve the problem as quickly as possible.

However, when an individual continues posting about a certain company when their apparent problem occurred at a time unknown to that company, one tends to ponder about the intentions of that individual.

I am pleased to hear that you will no longer post about OpenWeb.

Keoma

heynnow said:
Keoma, again you are wrong, I have praised a few ISPS and have made posts about hardware/software related issues.

I did not tell all the people in the previous thread to post what they did.

I can assure you, I will not waste my time posting about your company again on MyBB, all your angry customers will do that.

Good luck to you and your company.
Click to expand...
 
I think by now it is fairly obvious that this has gone beyond a simple customer service issue. There are obviously people on this board who have made it their sole mission in life to discredit certain companies in favour of others.

A complaint was made in one thread and the supplier gave answer. The OP then posted his response and expressed his continued dissatisfaction. To now drag it on any further is stupid and pointless.

The point of this forum is to discuss specific issues relating to ADSL suppliers. But making threads about unspecific instances and "general complaints" is fruitless. Either give specific instances or get out. Bad-mouthing people is just going to give you a bad name on this board.... and highlight your motives at dragging people's name through the mud.
 
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