Openweb struggling with support volumes

M

mbaboo

New Member
Joined
Oct 23, 2006
Messages
4
Reaction score
0
Hi,

I'm not one to complain in public...but it seems some ppl have gotten fast assistance after posting here so here goes...

I think Openweb have a good product but they DO have capacity problems wrt billing / support. Emails take a while to get responded to and the office-hours only support is an irritation.

So...if anyone from Openweb is reading this, pls help sort out my account being disabled due to supposed "non-payment". I don't want to have to wait till someone gets round to it on Monday.

M
 
Hi,

I can understand your frustration at the situation.
It appears our billing system may have disabled your account incorrectly and I will work through our accounting records to clarify this.

I apologise if my response to your email may have sounded blunt.

As I'm sure you can understand OpenWeb's month-beginning turnaround is very hectic for both our customers and employees. I apologise that this has caused a disruption to your service.

I will keep in touch.

Regards,
 
Hi Equinox,

Thanks. I appreciate the prompt repsonse.

M



Equinox said:
Hi,

I can understand your frustration at the situation.
It appears our billing system may have disabled your account incorrectly and I will work through our accounting records to clarify this.

I apologise if my response to your email may have sounded blunt.

As I'm sure you can understand OpenWeb's month-beginning turnaround is very hectic for both our customers and employees. I apologise that this has caused a disruption to your service.

I will keep in touch.

Regards,
Click to expand...
 
I have personally found Openweb great to deal with. I have been using them for a couple of months and the support has always been great. They made an error in one month but it was promptly corrected.
 
equinox china i think this constant saying sorry is not going to end well for you

more and more ppl are complaining

something you guys should take in account

i mean you guys pretty large im sure im sure you can hire more ppl and get a lan line number?

sitting on that cell is not good my man
 
If they don't get their act together it is going to go the same way Axxess went. I left a few months ago allready...really miss Nukecap IS accounts best service I've ever had from a company..
 
Last edited:
We infact do not use a cell phone for support.

We have an Asterisk PABX system, that routes our calls to 6 different cell lines.

The reason we chose cellphones opposed to Telkom lines was a reliability choice. We used to have endless problems with Telkom, and cellphones started off more reliably.

Unfortunately, that too has now changed, as the Cell networks are extremely overloaded.

We have ordered our new Telkom lines, and are awaiting installation. (Shall I say more?)

Once installed, we will change our primary number to a LAN Line number.

We are in the process of hiring more telephonic support staff, and installing more lines to support load.

Please do however understand that the surge of new signups in November was 100% NOT expected. Never in our history have we had so many signups in one month.

Another major problem has been clients that do not pay their accounts on time, then demand the recreation of their accounts on the 1st. We had alot of those this month, and these are really unneccessary as paying your account on time, would've avoided your account from being disconnected in the first place.

Then, we cannot bar human error. All humans make mistakes, and these should be taken into account.

All in all however, I really dont think we are doing so badly. And I am not going to be apologising any further, as I believe for the amount of work we had to go through, we did pretty darn well.

Kind regards
MrBEEP

killadoob said:
equinox china i think this constant saying sorry is not going to end well for you

more and more ppl are complaining

something you guys should take in account

i mean you guys pretty large im sure im sure you can hire more ppl and get a lan line number?

sitting on that cell is not good my man
Click to expand...
 
Glad to hear the tel line story is being sorted. More strength to you guys. I don't want to go anywhere else.

(just draw the winner now Mr Beep, I'm already out of international this month!):D :D
 
I think people here just want to be reassured that you will not be turning into one of "those" companies because you got a lot of clients now. Everyone in SA are tired of "those" companies and don't want to have to repeat what has happened to them in the past. I think they're more worried about losing one of the greater companies. So if you have plans to get more staff we want to hear about it! As long as we know that you're making the right choices and are managing we will be happy :D I'm sure you will make the right choices even in circumstance like this and will cope better next time around.

Good luck with the burst of new sign up's!
 
Hey bullfrog

I totally understand.

The chances that we will turn into those companies is zero!

I have worked to hard to build the reputation we have today. The only changes you will see will be better prices, and even better service.

We have one of the most exciting announcements yet. Prepare to burn your local cap like there is no tomorrow!!!! More, I cannot say.

Kind regards
MrBEEP

bullfrog said:
I think people here just want to be reassured that you will not be turning into one of "those" companies because you got a lot of clients now. Everyone in SA are tired of "those" companies and don't want to have to repeat what has happened to them in the past. I think they're more worried about losing one of the greater companies. So if you have plans to get more staff we want to hear about it! As long as we know that you're making the right choices and are managing we will be happy :D I'm sure you will make the right choices even in circumstance like this and will cope better next time around.

Good luck with the burst of new sign up's!
Click to expand...
 
MrBEEP said:
Hey bullfrog

We have one of the most exciting announcements yet. Prepare to burn your local cap like there is no tomorrow!!!! More, I cannot say.

Kind regards
MrBEEP
Click to expand...

im guessing uncapped! or not sice he said ' burn your cap'........i guessing like 60gig accounts or higher! great stuff nonetheless
 
news server upgrades? or openweb news server? *drools*
 
Another major problem has been clients that do not pay their accounts on time, then demand the recreation of their accounts on the 1st. We had alot of those this month, and these are really unneccessary as paying your account on time, would've avoided your account from being disconnected in the first place.
Click to expand...

I was one of the guilty parties, but still my connection was restored on the 1st! Thanks Openweb. :D

(Pity I couldn't use it until today thanks to lightning......):(
 
MrBEEP said:
Hey bullfrog

I totally understand.

The chances that we will turn into those companies is zero!

I have worked to hard to build the reputation we have today. The only changes you will see will be better prices, and even better service.

We have one of the most exciting announcements yet. Prepare to burn your local cap like there is no tomorrow!!!! More, I cannot say.

Kind regards
MrBEEP
Click to expand...


MrBEEP

Any idea when this new package will arrive, and when will credit card payments be accepted??
 
mrbeep as far as iknow i get remminded by you guys about my account

so i think if find ppl who are not paying on time, you should put up a notice that says failure to pay on time will lead to ..... blah blah

i dont know how ppl will feel about this but if you dont pay telkom it takes them 24 hours sometimes 48 hours to switch you back on
 
Hye bro

That is a good idea.

I will send out an official notice informing clients that terminated accounts due to non payment will take up to 36 hours to be recreated, after proof of payment has been received.

However, what iIenjoy the most is when folks that havent paid call the support line on the 1st, and swear at us for cutting them off. Somehow people believe we should offer them a free service. Certainly that would be nice, but not very economical....lol

killadoob said:
mrbeep as far as iknow i get remminded by you guys about my account

so i think if find ppl who are not paying on time, you should put up a notice that says failure to pay on time will lead to ..... blah blah

i dont know how ppl will feel about this but if you dont pay telkom it takes them 24 hours sometimes 48 hours to switch you back on
Click to expand...
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X