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Some Thoughts on the War :)
- Thread starter LoneGunman
- Start date
buffalobill
Senior Member
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- Jun 20, 2004
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- 844
Whew. Well said. If you guys from Sentech are reading this - in 20 months you're history. Because that's when my contract is up. Forget about your rollout problems, concentrate on your existing client base.
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I have an inferiority complex. But it's only a little one.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I have an inferiority complex. But it's only a little one.
I think everyone with an open ticket should do a series of random speed tests and send it in to add to your original speed complaint. So that when 24/7 support comes back in on Monday morning they have something to read.
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No more catenna, now its a custenna
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No more catenna, now its a custenna
]As LG says, the war is not over until:
1. Sentech publicly announces the problem and apologises to ALL MyWi users.
2. The problem is solved, and by solved I mean that ALL MyWi users get the bandwidth that they are paying for consistently over an extended period (ideally their whole contact period)
3. Sentech institutes an SLA with measurables. This must include a minimum bandwidth for each package (lets say 50% of max bandwidth?) as well as a maximum downtime guarantee (99.9% uptime seems fair for an 'always on' connection).
4. Sentech makes restitution for the following:
a) Denying that the problem exists for well over two months despite clear proof, thus wasting the time of many users, and causing major aggravation.
b) Wasting users' time and money by using the support centre as a defensive mechanism to delay the implementation of a solution.
c) Blatantly lying in promotional material, in call centre responses and in press releases and interviews.
d) Not supplying a service, and continuing to charge users, despite having clear information from numerous sources that the service is defective.
e) Claiming to supply 24/7 hour support, when it is clear that this does not exist.
This restitution should take the following form, EITHER
i. The option to cancel contract with NO financial penalty, as well as a full refund for all subscription fees paid for the period May to July (The period where the service deteriorated to an unusable level, assuming that thay are fixed by August). A full refund for the value of the modem when returned (i.e. for those users who are leasing the modem, a portion of each month's payment is for the modem, when it is returned on cancellation those portions should be reversed).
OR
ii. The option to continue the contract, with a guarantee of service, with one of the following good faith offerings: a full rebate for all subscription costs for the period May to July (or until the time service levels are appropriate), or the option to continue contact with a increased bw offering (i.e. 128 users are upgraded to 256, 256 to 512 etc.).
I think that this should be the unified standpoint from all users, please let me know your feelings. (I may have missed something).
-A
Good luck with the WArdrive!!
MW128, Tower 50 (Northpark Plaza), 17% (with a Pringles can)
1. Sentech publicly announces the problem and apologises to ALL MyWi users.
2. The problem is solved, and by solved I mean that ALL MyWi users get the bandwidth that they are paying for consistently over an extended period (ideally their whole contact period)
3. Sentech institutes an SLA with measurables. This must include a minimum bandwidth for each package (lets say 50% of max bandwidth?) as well as a maximum downtime guarantee (99.9% uptime seems fair for an 'always on' connection).
4. Sentech makes restitution for the following:
a) Denying that the problem exists for well over two months despite clear proof, thus wasting the time of many users, and causing major aggravation.
b) Wasting users' time and money by using the support centre as a defensive mechanism to delay the implementation of a solution.
c) Blatantly lying in promotional material, in call centre responses and in press releases and interviews.
d) Not supplying a service, and continuing to charge users, despite having clear information from numerous sources that the service is defective.
e) Claiming to supply 24/7 hour support, when it is clear that this does not exist.
This restitution should take the following form, EITHER
i. The option to cancel contract with NO financial penalty, as well as a full refund for all subscription fees paid for the period May to July (The period where the service deteriorated to an unusable level, assuming that thay are fixed by August). A full refund for the value of the modem when returned (i.e. for those users who are leasing the modem, a portion of each month's payment is for the modem, when it is returned on cancellation those portions should be reversed).
OR
ii. The option to continue the contract, with a guarantee of service, with one of the following good faith offerings: a full rebate for all subscription costs for the period May to July (or until the time service levels are appropriate), or the option to continue contact with a increased bw offering (i.e. 128 users are upgraded to 256, 256 to 512 etc.).
I think that this should be the unified standpoint from all users, please let me know your feelings. (I may have missed something).
-A
Good luck with the WArdrive!!
MW128, Tower 50 (Northpark Plaza), 17% (with a Pringles can)