SAOL Service

Okay, so this forum is a platform to vent grievances and perhaps shower praise where due, but problems will never be solved here. In order to address a problem, real or percieved, the place to tackle it is with the ISP in question. Many of the complaints I have read hear go nowhere towards achieving a solution to the gripe in question, and only throw more salt into the wound. I have read in another thread that Telkom is being praised for it's customer support, simply because they got it right for once. All the other thousands of complaints now mean nothing? I don't remember any Telkom representative coming forward to account for their atrocious service, and yet, people still support them unquestioningly. The mind boggles.:confused:
 
[email protected] said:
Okay, so this forum is a platform to vent grievances and perhaps shower praise where due, but problems will never be solved here. In order to address a problem, real or percieved, the place to tackle it is with the ISP in question. Many of the complaints I have read hear go nowhere towards achieving a solution to the gripe in question, and only throw more salt into the wound. I have read in another thread that Telkom is being praised for it's customer support, simply because they got it right for once. All the other thousands of complaints now mean nothing? I don't remember any Telkom representative coming forward to account for their atrocious service, and yet, people still support them unquestioningly. The mind boggles.:confused:
Click to expand...

Yes I think that people (including myself)are expecting from you more then Telkom . Do you want to compete with Telkom or not??
I don't think that as a client I should teach your support people not to close a ticket before the problem is solved. Nore I should teach SAOL that before you change a username you tell the client . He don't have to find it by himself.
There is a lot more. So instead of attacking maybe you just go to work and improve your system ?
 
Last edited:
[email protected] said:
Okay, so this forum is a platform to vent grievances and perhaps shower praise where due, but problems will never be solved here. In order to address a problem, real or percieved, the place to tackle it is with the ISP in question. Many of the complaints I have read hear go nowhere towards achieving a solution to the gripe in question, and only throw more salt into the wound. I have read in another thread that Telkom is being praised for it's customer support, simply because they got it right for once. All the other thousands of complaints now mean nothing? I don't remember any Telkom representative coming forward to account for their atrocious service, and yet, people still support them unquestioningly. The mind boggles.:confused:
Click to expand...

C'mon Marko, c'mon SAOL .. wake up ... the place to tackle the problem is with your ISP? from what I read people call SAOL, they are put on hold for up to 20 minutes, some leave messages or e mail SAOL and days later still no answer, so what is their next step? to come and share with fellow SAOL clients to see if that way they will get a response that they should of had in the first place if the support system from SAOL functioned properly.

I personally have no issues with SAOL but, would hate to be in a position whereby I needed support and was put on hold for that long or had to wait for days for a problem to be sorted out.
 
[email protected] said:
I think that some aspects are being blown out of proportion here.
Click to expand...

If it has, you havent helped the situation. The original post was from someone who couldnt get a response from you guys. Which is a valid complaint as far as Im concerned. Posting it here was more than justifiable seeing as you werent available at the time.
Not once have you offered an explanation as to why your phones werent being answered.
 
[email protected] said:
I think that some aspects are being blown out of proportion here.
Click to expand...

Instead of getting defensive, you should be making a point of apologising - whether it is warranted or not - and sorting out the issues, all the while keeping your customers informed.

In my opinion, part of the problem with some South African companies, is that they have no idea how to handle a customer. Instead they start getting defensive and blaming everything but themselves.

Suck it up. You're not doing SAOL any favours.
 
[email protected] said:
I think that some aspects are being blown out of proportion here.
Click to expand...


Well Marko, if anyone accuses me falsely, I will do everything in my power to prove him/her wrong and as Nick333 mentioned you have made no attempt to answer the original post, that does not do any justice to SAOL's image.
 
To marko's defense he sent an email to me after my complaint with an apology. Baring in mind I wanted to cancel my account with SAOL immediately after the "hiccup" over new year. But even an apology doesn't solve all problems. It's the action the ISP takes after making an apology. There should be some process in which they can rectify the situation and win the customers faith back.
 
Last edited:
[email protected] said:
Like I said earlier, we are busy working on the problem, and the IPC issue has been sorted, just as we will attend to all the other complaints in due course. I can say that we have not intentionally allienated anyone, and I will be the first to agree that our clients come first. I am not going to make up excuses, but will instead endeavour to provide the service that we have become known for over the years.
Click to expand...

I do not think this is being defensive, simply explaining how we are proceeding with the issues. I cannot comment on the original posting as I have no knowledge of this particular case, and apart from on this thread, I haven't had a single complaint from anybody holding on the line for an excessive amount of time.
 
Okay, so this forum is a platform to vent grievances and perhaps shower praise where due, but problems will never be solved here. In order to address a problem, real or percieved, the place to tackle it is with the ISP in question. Many of the complaints I have read hear go nowhere towards achieving a solution to the gripe in question, and only throw more salt into the wound.
Click to expand...

In my eyes it is not the customers job to provide solutions to problems with an ISP, do yourself a favour, give Web Africa a call and see what support is supposed to be like and try get up to their standards.

ps. Being able to spell simple words adds credibility to yourself and the company you work for.
 
Marko if I were you I would take Axxess's stand point here and would not participate in the myADSL forums as a ISP. Rather just as a nobody. I have never seen so many complaints (un-constructive) in my life. Esspecially from the like of wise-crack and his posse.

Use it don't use it
 
James, we need the ISPs to participate in these forums or all our gripes would just be useless banter. In my opinion a ISP has to know what its customers want, and what better way than by looking through these forums?

We want service...
 
Excuse me Fluke, but don't you think you are getting a little personal now?
Jumping to conclusions seems to be a favourite trait on these threads, and as James has said, if nothing constructive can be achieved, mainly due to the over zealousness of certain hot-heads, then it is pointless trying to resolve issues and discuss improvements in service, etc.
 
The way i think a thread like this should have gone ,if it had to be neccesary in the first place which i believe it was, is along the lines of :

1. The original post by moklet.

2. A valid response from SAOL.

You forget that the original complaint was that you werent answering your phones, personally I would've been satisfied with a response saying that it was because everyone at the office had gone home early. At least it would've been a response and we would've known you were paying attention.

I for one wont be using SAOL again, just based on the attitude that they seem to have about their customers.

If you think we whine to much thats fine, I'll take my business to an ISP that doesn't mind hearing their customers opininion's.
 
Marko, you proved my point exactly, thank you.
 
[email protected] said:
Excuse me Fluke, but don't you think you are getting a little personal now?
Jumping to conclusions seems to be a favourite trait on these threads, and as James has said, if nothing constructive can be achieved, mainly due to the over zealousness of certain hot-heads, then it is pointless trying to resolve issues and discuss improvements in service, etc.
Click to expand...

This sort of thing is exactly my point. If you actually responded to complaints properly we would'nt be jumping to conclusions.

Marko I'm sure you're a very capable guy, but you seem to suck at dealing with the public.
 
moklet said:
Tried to get support from saol today (during office hours) but no response at all
Click to expand...


One thing we all failed to notice was that the thread starter (moklet) has remained silent after we started commenting and asking him questions as to why he needed support, not that he had to explain why but if you accuse you should be man enough to back it up.

This forces me to believe that the accusations were unfounded.

So, on this one, I will personally have to give SAOL the benefit of the doubt but, SAOL response to this thread was extremely unprofessional, but we all have our moments.

One thing is having never responded to this forum (in the case of Axxess, I presume) and another is having participated and because of a disagreement stop participating, we need the ISPs to be more involved here and we need problems to be dealt with in the open and in a more professional manner.

Oh!!:eek: another thing . I wonder who the "hot heads" are ... :rolleyes:
 
I wonder who Marko is referring to...

Perhaps the people that want decent service in this country?
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X