Web Africa - absolutely shocking service

[|tera|]

Necuno, that was an early morning post from you bro, but after reading it twice I realised this sums it up:

All i know its definitely not our job to post a thread, give a number, do this, do that to get service - where was it the first time ?

i have to ask after posting all of this, is this a management issue ? are the people below not managed properly ? do they not know that they show give service in reflection of themselves and the company the first time

Bravo dude. Exactly what we've been saying. Why should I give a client code to get the query sorted out? I asked very specific details in my last 2 queries with WA and both weren't handled according to my expectations/requirements or specifications.

Simple example: Please send the reply to : [my work email address].

Yep, you guessed it. It was sent to my private email account which I am unable to check at work due to my work ethics and the fact that it's just plain off base to check personal mail at work.

That doesn't tick me off though. If I say I don't want a 10GB package, but I'd like this or that, is that definitive, did I have the all knowing knowledge of their solutions/offerings? Is it too much to ask for a bit of initiative?

WA, I'm sure we will be signing up with you as my manager highlighted today (after I edited the ticket reply to something more understandable and suitable). I hope you don't disappoint us, that would suck.

 

[Amida]

i've practically thrown in the towel on the most leet support and going the extra mile services; it has come down to choosing one of the lesser evils and then just putting up with the occasional "nag screen" if you want to use a certian isp's products.

nowadays it seems to be the norm for the client to go the extra mile in getting sorted out; we have to supply this and that, do this and that and then get helped - my Q then lies:

what is the point of having support ticket line, emailing system, telephonic support and so on if in the end it usually end up in a forum post rounded up with give us you number and we will immediately look into this.

what happened to doing it right the first time ?

this is not merely just wa, but some other of the isp's falls well into this category. For example openweb's response to my pptp query, what happened to an url, a pointer, a suggestion or something that might help - but no its just replied as sorry we don't support router pptp setup only the actually settings to get windows running as a vpn (pptp).

all i had to say was ****kit, i paid but now i must help myself again - no nothing of something that might have been useful because then hey we as the isp might go the extra mile and that would take a little of our time...

on that note, wa when i phoned in with a telkom dsl line issue the tech alteast said what i need to do if it was a first time dsl installation and that it needed to get verified - there at least it wasn't "sorry phone telkom we don't support the dsl line installation only the products we sell to you".

/sigh again it seems putting up with "isp-crap" if you want to have certian products for usage.

So a i can go on and on on the many issues - i wonder if this was the case back in the days when isp's such as icon still existed on its own.

All i know its definitely not our job to post a thread, give a number, do this, do that to get service - where was it the first time ?

i have to ask after posting all of this, is this a management issue ? are the people below not managed properly ? do they not know that they show give service in reflection of themselves and the company the first time ?

....as i said this is not with all issues and all isps but some cases here and then.

I think its a bit far fetched asking a ISP to help you configure a PPTP VPN on any router. I would have done exactly the same the Openweb and just implement a policy were we don't support any router setups. I think it will be worse if the techie spends 2 hours on the phone with you and then afterwords you he tells you he doesn't really know what he's doing. That would make Openweb look incompetent.

 

[Amida]

Have you been able to get it working via windows? Just to test.

 

[savage]

Oh well, 4th of november...

My DSL Port number mysteriously changed... Yet I have DSL Secure enabled, I am still able to authenticate.

It's the 4th of November, my account is still capped, completely unusable.

I am unable to disable DSL Secure, nor am I able to make any changes to my account settings.

Every single time I use their so called '24x7' online service, either no one is available, or when someone is available, it seems he/she/it is not interested in taking my request and offering me any assistance

Buh Bye WA... Not the first time I am having issues with you, most definately not going to be the last time either... Bottom of the line, I depend on a working stable service, and well yeah... Endless issues, over and over.

 

[Necuno]

Have you been able to get it working via windows? Just to test.

move to http://mybroadband.co.za/vb/showthread.php?p=2233939#post2233939
which mrBeep has formally responded to.

so thats its separate from wa's wailing issues

 

[Necuno]

Exactly what we've been saying. Why should I give a client code to get the query sorted out? I asked very specific details in my last 2 queries with WA and both weren't handled according to my expectations/requirements or specifications.

Simple example: Please send the reply to : [my work email address].

Yep, you guessed it. It was sent to my private email account which I am unable to check at work due to my work ethics and the fact that it's just plain off base to check personal mail at work.

That doesn't tick me off though. If I say I don't want a 10GB package, but I'd like this or that, is that definitive, did I have the all knowing knowledge of their solutions/offerings? Is it too much to ask for a bit of initiative?

WA, I'm sure we will be signing up with you as my manager highlighted today (after I edited the ticket reply to something more understandable and suitable). I hope you don't disappoint us, that would suck.

all i can say is sigh....

Oh well, 4th of november...

My DSL Port number mysteriously changed... Yet I have DSL Secure enabled, I am still able to authenticate.

It's the 4th of November, my account is still capped, completely unusable.

I am unable to disable DSL Secure, nor am I able to make any changes to my account settings.

Every single time I use their so called '24x7' online service, either no one is available, or when someone is available, it seems he/she/it is not interested in taking my request and offering me any assistance

Buh Bye WA... Not the first time I am having issues with you, most definitely not going to be the last time either... Bottom of the line, I depend on a working stable service, and well yeah... Endless issues, over and over.

I logged a ticket when i moved and it was done in 1 hour. lucky ?

 

[waroop]

The usual support/contact channels are not sufficient for our queries and we are forced to post on the most active forum in South Africa just to get problems sorted out.

Hi Teraside,

I do not dispute that for a second sometimes the normal support channels are not sufficient, this is why we have escalation procedures and do our very best to ensure the communication is sent to the right places always. That being said, sometimes things do slip through the cracks. Being realistic and honest it is impossible to account for every contingency especially as we have to operate within the constraints of the resources available to us, however we will always endeavor to do our absolute best in everything we do, every time we do it.

I have pm'ed you my personal email address and cellphone number - feel free to give me a call or drop me a line to further discuss the issues you've had with us, as I said. I am genuinely interested in both enhancing our service further and ensuring every customer is satisfied 100%.

I started a prepaid thread a while back, you know about it I am sure, since it has over 1000 views so far, it's a sticky in the ADSL ISP discussions.

Yes I am aware of this. Thank you for the support you have shown WA, it is sincerely appreciated.