BMT_Horizon
Active Member
- Joined
- Sep 30, 2014
- Messages
- 33
- Reaction score
- 0
After raising issues with Openweb and receiving pointless to no feedback, no solutions and constant headaches I evetually used the word F@*k in an email. (not that I'm proud of it);
Date: Thu, Feb 19, 2015 at 12:16 AM
Subject: Re: [#DEB-413-75175]: UserName: ********@openweb.adsl 20mbps Line
To: "[email protected]" <[email protected]>
Come on same f@#k*n thing as yesterday - it's 12h15 and I should be on 20mbps and I'm on 4mbps
what is going on?
http://www.speedtest.net/my-result/4153424541
Then the 1st response I eventually get from Openweb is;
From: Athol Wesselink (Openweb) <[email protected]>
Date: Thu, Feb 19, 2015 at 8:19 AM
Subject: RE: [#DEB-413-75175]: UserName: *****@openweb.adsl 20mbps Line
To: ME
Cc: [email protected]
Hi
Unfortunately Openweb cannot tolerate any more insults and abuse (in the form of vulgar language – see below) from you. These messages are read by female members of Openwebs team.
Section 7.1.3 Of Openwebs terms, which you were presented with and duly agreed to allow Openweb to terminate the service:
7 SUSPENSION/TERMINATION OF SERVICE BY OPENISP
7.1 The service may be suspended by OpenISP in the following circumstances:
7.1.1 During any technical failure, modification or maintenance of the service or the network, including but not limited to:
7.1.1.1 a failure due to activity such as cracking, hacking or denial of service attacks described in 4.2 above; and
7.1.1.2 any maintenance contemplated in 4.6 above, provided that OpenISP will use its reasonable efforts to resume the service as soon as possible.
7.1.2 If and when the OpenISP network is or potentially may be endangered, harmed and/ or impeded as described in 4.10 above.
7.1.3 If a user directly or indirectly abuses or harasses an OpenISP staff member or agent.
So, if you want to continue the relationship I expect and appology for your abuse and use of crass language.
Actually, while you are at it read section 4.5.
You should know that I own Openweb.
Regards
Athol
Openweb
To which I reply:
Date: Thu, Feb 19, 2015 at 9:40 AM
Subject: Re: [#DEB-413-75175]: UserName: [email protected] 20mbps Line
To: "[email protected]" <[email protected]>
Hi Athol,
Let me start by apologizing for my language, it wasn't my intention to verbally abuse any staff member.
Please take a brief moment to go through below detail.
My actions/attitude was caused as a direct result of
§ Your 1st reply to me by addressing my issues with referring to what has been ‘advertised’ on the website; replying to a matter without even reading through the information that I’ve provided
· Lack of transparency by Openweb
· Lack of addressing an issue with the attention it deserves
· Lack of providing useful feedback regarding issues
· Failure to acknowledge a fault in the shaping configuration of your network
· And if above is not the case, failure to provide me detail as to prove otherwise
· Violation of my consumer rights;
RIGHT TO FAIR AND HONEST DEALING
RIGHT TO PROTECTION AGAINST FALSE, MISLEADING OR DECEPTIVE REPRESENTATIONS
Suppliers are not permitted to provide false, deceptive or misleading representations regarding services and products.
It is not permitted to use innuendo, ambiguity or exaggeration when referring to products or the benefits thereof
RIGHT TO ACCOUNTABILITY BY SUPPLIERS
If the supplier fail to deliver goods, these suppliers must supply equivalent or superior products to the discretion of the consumer
RIGHT TO FAIR VALUE, GOOD QUALITY AND SAFETY
Right to demand quality service
I am not trying to justify my behaviour, but addressing the fact of how I went from being the number 1 fan of Openweb (encouraging other people to join on social media & forums) to now ending my stay and eventually telling people that they’re potentially better off staying away.
I’m not going to presume that I know how to do your job better then you but;
1. I would’ve treated the situation better by addressing it with the attention it deserved from the start
2. I would’ve taken a step back & said, ‘maybe there is a reason why he is so upset, if we can please him we might be able to please everyone’
3. I would’ve have directed this case directly on to someone else who can provide transparency and won’t feel ‘verbally abused’. (“Customer, this matter is with Leon from now on liaise all information regarding ticket ABC directly with him)
4. I would show and advise that the matter is being attended to, after addressing the matter yesterday I received no response, ran into the same problem last night & the 1st feedback I get is ‘Me not abiding to T’s & C’s)
I hope you can resolve certain issues that I’ve experienced for existing or future customers
Please assist in arranging for cancellation of my Openweb account at the end of this month.
All of the best.
Kind regards
Date: Thu, Feb 19, 2015 at 12:16 AM
Subject: Re: [#DEB-413-75175]: UserName: ********@openweb.adsl 20mbps Line
To: "[email protected]" <[email protected]>
Come on same f@#k*n thing as yesterday - it's 12h15 and I should be on 20mbps and I'm on 4mbps
what is going on?
http://www.speedtest.net/my-result/4153424541
Then the 1st response I eventually get from Openweb is;
From: Athol Wesselink (Openweb) <[email protected]>
Date: Thu, Feb 19, 2015 at 8:19 AM
Subject: RE: [#DEB-413-75175]: UserName: *****@openweb.adsl 20mbps Line
To: ME
Cc: [email protected]
Hi
Unfortunately Openweb cannot tolerate any more insults and abuse (in the form of vulgar language – see below) from you. These messages are read by female members of Openwebs team.
Section 7.1.3 Of Openwebs terms, which you were presented with and duly agreed to allow Openweb to terminate the service:
7 SUSPENSION/TERMINATION OF SERVICE BY OPENISP
7.1 The service may be suspended by OpenISP in the following circumstances:
7.1.1 During any technical failure, modification or maintenance of the service or the network, including but not limited to:
7.1.1.1 a failure due to activity such as cracking, hacking or denial of service attacks described in 4.2 above; and
7.1.1.2 any maintenance contemplated in 4.6 above, provided that OpenISP will use its reasonable efforts to resume the service as soon as possible.
7.1.2 If and when the OpenISP network is or potentially may be endangered, harmed and/ or impeded as described in 4.10 above.
7.1.3 If a user directly or indirectly abuses or harasses an OpenISP staff member or agent.
So, if you want to continue the relationship I expect and appology for your abuse and use of crass language.
Actually, while you are at it read section 4.5.
You should know that I own Openweb.
Regards
Athol
Openweb
To which I reply:
Date: Thu, Feb 19, 2015 at 9:40 AM
Subject: Re: [#DEB-413-75175]: UserName: [email protected] 20mbps Line
To: "[email protected]" <[email protected]>
Hi Athol,
Let me start by apologizing for my language, it wasn't my intention to verbally abuse any staff member.
Please take a brief moment to go through below detail.
My actions/attitude was caused as a direct result of
§ Your 1st reply to me by addressing my issues with referring to what has been ‘advertised’ on the website; replying to a matter without even reading through the information that I’ve provided
· Lack of transparency by Openweb
· Lack of addressing an issue with the attention it deserves
· Lack of providing useful feedback regarding issues
· Failure to acknowledge a fault in the shaping configuration of your network
· And if above is not the case, failure to provide me detail as to prove otherwise
· Violation of my consumer rights;
RIGHT TO FAIR AND HONEST DEALING
RIGHT TO PROTECTION AGAINST FALSE, MISLEADING OR DECEPTIVE REPRESENTATIONS
Suppliers are not permitted to provide false, deceptive or misleading representations regarding services and products.
It is not permitted to use innuendo, ambiguity or exaggeration when referring to products or the benefits thereof
RIGHT TO ACCOUNTABILITY BY SUPPLIERS
If the supplier fail to deliver goods, these suppliers must supply equivalent or superior products to the discretion of the consumer
RIGHT TO FAIR VALUE, GOOD QUALITY AND SAFETY
Right to demand quality service
I am not trying to justify my behaviour, but addressing the fact of how I went from being the number 1 fan of Openweb (encouraging other people to join on social media & forums) to now ending my stay and eventually telling people that they’re potentially better off staying away.
I’m not going to presume that I know how to do your job better then you but;
1. I would’ve treated the situation better by addressing it with the attention it deserved from the start
2. I would’ve taken a step back & said, ‘maybe there is a reason why he is so upset, if we can please him we might be able to please everyone’
3. I would’ve have directed this case directly on to someone else who can provide transparency and won’t feel ‘verbally abused’. (“Customer, this matter is with Leon from now on liaise all information regarding ticket ABC directly with him)
4. I would show and advise that the matter is being attended to, after addressing the matter yesterday I received no response, ran into the same problem last night & the 1st feedback I get is ‘Me not abiding to T’s & C’s)
I hope you can resolve certain issues that I’ve experienced for existing or future customers
Please assist in arranging for cancellation of my Openweb account at the end of this month.
All of the best.
Kind regards
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