Web Intact (Or intactless service)

[buffalobill]

Well - in my view that's kind of a luxury item when a company like us started with a 'just do it' energy and motivation. There were no big bucks thrown in at once to afford a non-essential element like that in terms of operational expenses.

Right now though, we are talking to advertising agencies about building a brand, expanding our call centre, and moving to new premises to accommodate our own data centre and act as a wireless hub. We can't really afford these things right now, but there are people who believe we can if we 'just do it' again...

A non-essential luxury means you don't reply to customer e-mails? Or know what the problem is with a tower or when it's going to be up again? That you don't talk to your customers?

You don't fix these things with advertising and a call centre.

Hope it goes well with addressing shortcomings, but I certainly would recommend a more integrated approach.

Now that's just insulting!

Relax, I was referring to many of the ISPs I've dealt with over the last 14 years.

 

[Web Intact]

A non-essential luxury means you don't reply to customer e-mails? Or know what the problem is with a tower or when it's going to be up again?

Whaaaat???? Who are you calling that you get this impression?

You don't fix these things with advertising and a call centre.

Try to be a little less literal - what I say here isn't the be-all and end-all. There's a lot of things happening.

But - maybe we're wasting our time?

Since you are the ISP guru, why don't you pay us a visit and offer your services before it all goes completely pear-shaped?

EDIT:

And - I don't see how this kind of feedback (towers faulty etc) is related to marketing?
Both issues you describe are call center/technical related...

 

[fernandopires]

No more part of this, my WAP (SENAO) blew up just out of the warranty period by a matter of days

So, we are happily working on Vodacom 3G @ 19c / meg. Fast & reliable. No infrastructure costs (I bought my 3G HSDPA card second hand 18+ months ago for something like R750). OK, not all that cheap but "the pay as you go" works well for us = budget our usage and leave the P2P stuff for my buddies that own the Internet Cafe to download (they have an uncapped XXX YYY account especially for the purpose )

GWI was good while it lasted, but time to move on.

Later - R

at least vodacom is more reliable than gwi with a call center and support, thier service doesnt stop working now and the speeds are much better than gwi. Last night my internet was extreamly slow so i phone gwi.I ask him watsup with the net its slow, he replies: "Can i have your username", I give it to him and he says: "Uhhh??? I dont know whats wrong call support on 0861106161. I call support, give the username and they tell me its the weather. , Tells me it will be working in a few moments. I wait still it doesnt get working so a call support on 0761887761 again and they tell me i reached my cap now im thrown on some stupid cheap @ss adsl account that you cant even get international brandwith and then telling me a shouldve recieved an e-mail that im close to my cape. Which i didnt. I dont understand i thought i would be capped with a 512K connection but im still on 192K and capped and one more Question ??? Does GWI's call centers and support have anything in there skulls. Most probibbly just 2 brain cells. one trys and the other claps for the one trying. I wonder how many cell the rest of the staff have??? I cant believe i covinced my friend and brother in law to get gwi.

 

[Web Intact]

at least vodacom is more reliable than gwi with a call center and support, thier service doesnt stop working

Interesting - last night during and after the storms I couldn't contact anyone on a Vodacom number until about 7pm

I call support, give the username and they tell me its the weather. How the heck can the weather affect piont to piont comunications in the 2.4Ghz,

Very easily - think of your microwave oven and how water absorbs the energy... not to mention the damage lightning can do... which it did...

I wait still it doesnt get working so a call support on 0761887761 again and they tell me i reached my cap now im thrown on some stupid cheap @ss adsl account that you cant even get international brandwith

You can get international bandwidth on the restricted service - and it's not cheap, just Internet Solutions instead of Verizon...

Does GWI's call centers and support have anything in there skulls. Most probibbly just 2 brain cells. one trys and the other claps for the one trying. I wonder how many cell the rest of the staff have???

Does this looks like a clear case of the pot calling the kettle black or what?

 

[fernandopires]

What lightning damage and when will it work

 

[Web Intact]

well - lightning frazzled the gazoomba which cause the doodad to behave a bit funny.
...was repaired by about 9/10am...

 

[buffalobill]

Since you are the ISP guru, why don't you pay us a visit and offer your services before it all goes completely pear-shaped?
________________________________

And - I don't see how this kind of feedback (towers faulty etc) is related to marketing?
Both issues you describe are call center/technical related...

Ooh, you did get in a snit the other night and I'm sure you're a nice guy. My gripe is not with you, but a couple of points are worth noting here:
1. I'd hardly call myself a guru but I certainly would appear to know a lot more about customer communications and customer care - an integral part of "marketing" which includes call centres.
2. I'm also ethical, so I hardly think I want to be associated with a bunch of shysters whose contracts appear to be worthless to them. A company that unilaterally reneges on its agreements without any notice period. Unless you are of the mind that one day is the same as one calendar month.
3. And a company that until a few days ago continued to sell this worthless "128k, uncapped" service. I see the outdated contract forms are no longer available and not been replaced.

In the meantime, I await some response to my e-mail and particularly news on what you will refund me for the decommissioning of my equipment. Or should I just take my lead from GWI which is wipe my bum with our contract and flush it down the toilet?

 

[fernandopires]

but why am i being capped with the old 192k connection when i signed up for a 5gb cap WITH A 512K Line

 

[intensive]

Mr Web Intact

Can you please tell me if their is still a problem with the gwi-losberg tower in Fochville - had an unstable connection since Friday after the little storm - I have phoned the after hours support number but the guy told me he does not have access to see if their is a problem and that I must rather phone 086 110 6161 tomorrow during normal office hours.

Thanks
Frustrated Client (took me half an hour to get this posted)

 

[Web Intact]

1. I'd hardly call myself a guru but I certainly would appear to know a lot more about customer communications and customer care - an integral part of "marketing" which includes call centres.

Ah - ok, so we ARE in agreement here then.

2. I'm also ethical, so I hardly think I want to be associated with a bunch of shysters whose contracts appear to be worthless to them. A company that unilaterally reneges on its agreements without any notice period. Unless you are of the mind that one day is the same as one calendar month.

I'm not so sure I agree with you here - the contracts are only on a month-to-month basis, so the t&c of the service can change after the first month is up?

3. And a company that until a few days ago continued to sell this worthless "128k, uncapped" service. I see the outdated contract forms are no longer available and not been replaced.

Same as previous answer

In the meantime, I await some response to my e-mail and particularly news on what you will refund me for the decommissioning of my equipment. Or should I just take my lead from GWI which is wipe my bum with our contract and flush it down the toilet?

Did you cancel your service? Cancellation forms are still available on the website. How long have you had your equipment?

 

[Web Intact]

Mr Web Intact

Can you please tell me if their is still a problem with the gwi-losberg tower in Fochville - had an unstable connection since Friday after the little storm - I have phoned the after hours support number but the guy told me he does not have access to see if their is a problem and that I must rather phone 086 110 6161 tomorrow during normal office hours.

Thanks
Frustrated Client (took me half an hour to get this posted)

No, no problem there - there was a problem on Friday night related to the storm damage.

And the support person not having access is also related, but also sorted out today.

 

[Web Intact]

but why am i being capped with the old 192k connection when i signed up for a 5gb cap WITH A 512K Line

I can't answer that without checking your agreement. Can u send a mail to [email protected] with your account number, and I can see it's answered for you there.

 

[buffalobill]

I'm not so sure I agree with you here - the contracts are only on a month-to-month basis, so the t&c of the service can change after the first month is up?

Same as previous answer

Did you cancel your service? Cancellation forms are still available on the website. How long have you had your equipment?

I've looked at it again and yes, you have the right to change the service with or without notice. But one has to go look for it on the Web site - that specific part is not on the signed agreement. Remind me not to agree to that again.

Really, all I've asked for is what I would regard as a reasonable notice period for the change, which is one calendar month's notice and which would give me time to decide whether I want to stay on as a client. What's really got my back up was the tone of the letter and the fact that my communication with GWI has been ignored. And then you implement this cap without any means for customers to even monitor and manage their usage. How professional is that?

I really want to support private enterprise especially when it comes to telecoms but when I get summary treatment like this, then I'm no better than if I was with Sentech.

 

[fernandopires]

i Agree with buffalobill

 

[daffy]

*smiles*

 

[Web Intact]

Ooh, you did get in a snit the other night and I'm sure you're a nice guy.

Eish - from insulting to patronising... you're on a roll...

i Agree with buffalobill

Well - didn't it work out that way anyway? The announcement was made, and only those that greatly exceeded the cap were shifted to the alternate service - like you said you did fernandopires; i'm not sure about you, BB...

And without repeating what I have already said here a few times - it was a 'sink or swim' measure that had to be taken. Users like fernandopires would have caused GWI to close their doors if we carried on the way we were.

It had to be done. Period. What you are asking for is coming anyway, that's why we haven't been too heavy handed about implementing the cap.

I really don't understand why it's such a big problem being shifted from Verizon to IS. You can still carry on downloading... Not much changes with your service, except the latency, and that you share less total bandwidth with others in the same boat. So far, this service is running at about 60% capacity, so actually nothing changes.

By the way fernandopires - did you get the email sent to you about abusive activity?

 

[diebaas]

Ok One month since we've received notice of the changes, right......

Gwi has already implemented there cap and what have we received back,

NOTHING,

NO 512k connection
NO panel where we can monitor our usage.

It seems to me the only one that is benifeting at the moment is GWI.

 

[Web Intact]

It seems to me the only one that is benifeting at the moment is GWI.

I'd say 'not losing' in place of 'benefiting', but yes - as I said in my previous post. These things are coming...

I have also said as much here before, that the 'full' system will be in place by end November/early December...

All the toys you are asking for will be there, including p2p...

 

[JohanG]

I'm not so sure I agree with you here - the contracts are only on a month-to-month basis, so the t&c of the service can change after the first month is up?

If the contracts are month-to-month, then why did GWI brake these terms last month and throttle my connection to 64kb?

Just thought I'll throw in my 2c

 

[fernandopires]

Yo mr web intact what abuse?, there was no abuse i just checked what would happen if you typed in the dns, maby it would be a good idea if you could improve your security if a 14 year-old was exploring and ended up in your main router. Im not even a genius!!!!!!!!!!!!!
is it an sin to have an inquesitive mind?

PS im sorry and it wont happen again, no bad intentions were meant.