SAOL Signup Delays

Credit card details were provided a while back, at sign-up. That's as good as money in the bank, so no conformation needed before activation on my accounts. My complaint is the "last come, first served" policy. Expectation of fairness is not too much, is it?

Goodwill? You're signing up for a monthly, recurring payment... very charitable indeed :p Nov 1st is an extraordinary day, so I'm sure all bad and good experiences will not be indicative of what most will experience in the future.

I'm staying with SAOL, but voice my concerns over their service to relieve my frustration and help them improve. It's win-win.
 
qaz said:
Credit card details were provided a while back, at sign-up. That's as good as money in the bank, so no conformation needed before activation on my accounts. My complaint is the "last come, first served" policy. Expectation of fairness is not too much, is it?

Goodwill? You're signing up for a monthly, recurring payment... very charitable indeed :p Nov 1st is an extraordinary day, so I'm sure all bad and good experiences will not be indicative of what most will experience in the future.

I'm staying with SAOL, but voice my concerns over their service to relieve my frustration and help them improve. It's win-win.
Click to expand...

Thanks Gaz,

Unfortunately you cannot please all the people all of the time.
No matter what the circumstances, somebody will find exception to complain, and I feel that on the whole, our level of customer service and is top drawer, considering the exceptional circumstances that everyone was subject to during the past few days.

To those that feel that they should discontinue their service with us because of one incident, it is your choice, and we will gladly oblige, but please don't try and create the impression that "bad" service is indicative of this company.
 
[email protected] said:
Thanks Gaz,

Unfortunately you cannot please all the people all of the time.
No matter what the circumstances, somebody will find exception to complain, and I feel that on the whole, our level of customer service and is top drawer, considering the exceptional circumstances that everyone was subject to during the past few days.

To those that feel that they should discontinue their service with us because of one incident, it is your choice, and we will gladly oblige, but please don't try and create the impression that "bad" service is indicative of this company.
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Hello Marko,

Positive Comment.;)

The circumstances could not have been easy.
Time we cut these people some slack.

BTTB.
 
[email protected] said:
Thanks Gaz,
... but please don't try and create the impression that "bad" service is indicative of this company.
Click to expand...

In my last post:
qaz said:
Nov 1st is an extraordinary day, so I'm sure all bad and good experiences will not be indicative of what most will experience in the future.
Click to expand...

i.e. good or bad, Nov 1st wasn't the be all and end all for SAOL, hence my continuation of service. Please don't lump me with SAOL-haters anonymous. My complaint is valid and isolated to the morning of Nov 1st, as specified before.

I wasn't looking for bowing and scraping, just a simple "We're very sorry, this isn't indicative of our usual level of service and we will do everything to make your future dealings with us flawless" - a standard acknowledgement. I understand the valid excuses, but my experience (which actually extends to parts of the sign-up process and only partial activation of accounts) was sub par. That deserves some acknowledgement, rather than explanations to appease others who may read these posts.

In any matter, I do appreciate your pleasant response and will continue with SAOL on a clean slate. Please consider this matter closed.
 
@ TArquin and Pedantic

Tarquin said:
JUGGY,

To show good faith and as an appology i will give you 1 month FREE! yip FREE! ADSL internet access.
Sorry for the problems, your account just slipped by my admin staff, As it goes because of your account I implemented a new step in our procedures to avoid this problem again.

Your account is now activated and will only be billed from the end of this month should you wish to keep it.

Sincerely
Tarquin Douglass

(CEO) Nyala Communications (Pty) Ltd.
Web: http://www.saol.com
Tel: (031)240-7800
Cel: (083)645-7890
Click to expand...

:mad: Tarquin now I am very peed off, I did not have any problems, You connected me against expectation at 2AM 1 November (Your call exchange were closed) so I PM'd Pedantic, and then you have the cheek to call me at 8:30 AM and acknowledge the account details and ask if I am Satisfied ? for Gawd sake where is the servicability in this country going, Look at TELKOM as a example and dont improve like them please, because if you do You will loose me as a client too.:mad:

Now (whisper) I also deserve a free account for a month seem to that I am so peed of about your service, please advise log in details before I cancel the service:rolleyes:
 
pupa said:
I only see a few pains posting here that is unhappy. I got connected at 2AM this morning 1 November by pedantic, out of good will. So what is the issue, You cannot manage yourselves and expect an ISP to carry your cr@p. Gawd if I was Tarquin I will not even answer your complaints, even after he offered a free account for, "their" slip up, to one person that sat on his arse expecting a miracle, why not just PM pendantic like I did, and another that applied eons ago and did not even pay yet ??. Very few company's will even connect You unless transfer is confirmed in their own bank let alone like SAOL did for me at the late (or rather early) hours they did . C'mon MORONS wake up and just carry on with your bussiness somewhere else, and be happy, we all can see where the real problem lies, It does not seem to be with SAOL.
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That one pseron that you speak of applied for an account and it was created just never enabled and I was never notified of account details. Their call center also closed at 21:00 or 22:00 or whatever on a day that was clearly going to be a problem.

That is bad service and if you settle for the same all you do is add to the **** service that has the rest of the world looking at us as if we live in the dark ages.

Get real, if yuo don't know the facts don't comment at all.
 
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I must say I had no problems with SAOL. I created my account 2 weeks ago but did not activate it at that stage. Called them up yesterday with the payment, and got the sms while I was still on the phone.

If that had to be telkom, you wouldv'e been on hold for 30 mins at least before you spoke to someone, let alone had to wait while they transfer you to at least 10 idiots before you get some service. And I wouldn't even go into the service at WBS. Still trying to decide which is worse. I was very glad to get such good response from an ISP in this country.

Keep it up, pity about PPG though, but hell. What do you expect from the monopoly.
 
O-Fritt said:
POOPER -- I expect an apology from you.
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What for ?? Hehe I do apologize sincerelly for whatever I have to..It must have been accidental, thats my nature:D :)
 
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My facts were straight and known, SAOL apologised and offered resolution to the known problems and what happened, the ranting went on and on as if some unhappy oke's had vendettas, and they admitted that, Must SAOL only carry You above their shoulders, your problem, these guys have hundreds of things to do. I PM'd Pedantic after 10PM when they were closed actually at 2AM and he answered within a few minutes. So my facts are straight. LoL
 
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pupa said:
I only see a few pains posting here that is unhappy. I got connected at 2AM this morning 1 November by pedantic, out of good will. So what is the issue, You cannot manage yourselves and expect an ISP to carry your cr@p. Gawd if I was Tarquin I will not even answer your complaints, even after he offered a free account for, "their" slip up, to one person that sat on his arse expecting a miracle, why not just PM pendantic like I did, and another that applied eons ago and did not even pay yet ??. Very few company's will even connect You unless transfer is confirmed in their own bank let alone like SAOL did for me at the late (or rather early) hours they did . C'mon MORONS wake up and just carry on with your bussiness somewhere else, and be happy, we all can see where the real problem lies, It does not seem to be with SAOL.
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As previously stated. I was not informed even when I queried why my account was not activated that they are awaiting payment. As for trying another ISP, WebAfrica had my account activated 5 minutes after applying online, even without recieving my EFT payment, and this morning I e-mailed them proof of the EFT transfer I made.

My point: If someone had when I initially signed up on the 15th of last month, or yesterday during the e-mails between me and SAOL, informed me that they were awaiting payment, it would have been done there and then. I am not someone that expects everything for nothing, but having to read on the forum I had to pay first, instead of being contacted when I made the effort to find out why, is where the issue of service comes it.

Yes I am paying more for something that SAOL is offering cheaper, and they may offer 95% of their clients good service, however some customers that has been let down in the process and of those they will lose business. We are allowed to complain, as are they allowed to not do something about it.

However by letting them know of the problem the next client that signs up will possibly receive better service, irrelevant of whether the person that complained get's sorted by them or not.
 
Let me just paste what I posted earlier in this thread, as some of you seem to have missed it.

Tarquin said:
Sorry for the problems, your account just slipped by my admin staff, As it goes because of your account I implemented a new step in our procedures to avoid this problem again.
Click to expand...

So it is not as if we have done nothing as some may say, and I did apologise publicly for our mistake, and implemented procedures to avoid making the same mistake.

But for some it seems to be a vendetta not a problem of poor service.

Sincerely
Tarquin Douglass


(CEO) Nyala Communications (Pty) Ltd.
Web: http://www.saol.com
Tel: (031)240-7800
Cel: (083)645-7890
 
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Thanks, which is what I was saying by: The next client will get better service. You addressed the problem for future mishaps, and in the end gained anyway.
 
O-Fritt and Tarquin do not anwer me queries

I will complain and rant bitterly in ten minutes if I do not get these requests answered
 
Just a note: Don't get personal. Play the ball and not the man in other words. If you put in a negative comment about a company in your signature, please state why you are negative about the said company or link to a post about you experience. Unless it is Telkom. :D

We all know why they suck!
 
Tarquin said:
Let me just paste what I posted earlier in this thread, as some of you seem to have missed it.



So it is not as if we have done nothing as some may say, and I did apologise publicly for our mistake, and implemented procedures to avoid making the same mistake.

But for some it seems to be a vendetta not a problem of poor service.

Sincerely
Tarquin Douglass


(CEO) Nyala Communications (Pty) Ltd.
Web: http://www.saol.com
Tel: (031)240-7800
Cel: (083)645-7890
Click to expand...

Please get a grip, the reason I carried on was because you took forever to even apologise and were extremely cheaky in your reply posts to my problem.

Very professional I must say.

Can we let this rest now??? Or are we going to carry on like children?
 
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