playmodeza
Member
- Joined
- Dec 6, 2010
- Messages
- 24
- Reaction score
- 0
For the past few months i have witnessed how Openweb has gone from being one of the most loved ISP on MYBB to becoming almost the most criticized and it is really sad.I am no Openweb employee or regular client,in fact i have only used the services of Openweb four times as a once off uncapped ADSL package user in 2012.
I had to look for an alternative when my account was without any form of warning terminated by MWEB for abuse.I did not want to sign up with another month to month ADSL provider so i searched around for an ADSL service that offered "pay as you go" uncapped packages. Openweb was and is still the only one that offers once off uncapped adsl packages so i went with them. Throughout my experience they were efficient and treated me well.Yes there were issues like slow speeds and the recent business hour shaping ,throttling or whatever term they use for it these days but all in all i was 85% satisfied with them.
A lot has been said about Openweb in recent months which unfortunately is denting the company's reputation at least on MYBB. Here is my take on Openweb:
It is a company that was started with a bang and high expectations but along the road ran in to road bumps and is doing it's best to tackle them. Keoma as well as his staff are human beings and although they are supposed to be well behaved at all times,the realities of the business they are in does not always permit that.
Openweb has grown it's user base significantly in the past year or so with their gold uncapped service and that has definitely caused a lot of load on their system. This has led to inconsistent day time speeds ,a few technical problems and a lot of stress for both the openweb staff and clients.At the end of it all ,the frustration led to anger and lack of self control especially when it comes to their customer service.
Like i mentioned before i am no employee of Openweb but i actually feel for them because Keoma is the only CEO who actually interacts with clients.I urge all clients of Openweb to have some patience and try to understand the kind of frustration they are going through to make things happen for their customers.
A word of advice for mrBeep /Keoma /paul ,you guys need to improve your customer service asap. MrBeep i am very disappointed in the way you have handled some people on MYBB,you are an Openweb rep and no matter what you should never get in to spats with forum users. It just makes you and your organization look bad.I know you are under a lot of pressure and some people may try to pick an argument but do not explode on MYBB. Once you do that your opponents win and will take your clients away.Secondly you need to look at your pricing,let us be honest the GOLD uncapped is not what it used to be.My advice to you is to reduce the price to a competitive level.
I also think you need to reduce how many packages you are offering as it can be confusing sometimes .There are silver ,Platinum,Gold,Vanilla packages e.t.c it is just too much and makes your offering confusing sometimes especially to new ADSL users.I referred a few friends to you and 70% of them went with another ISP because they got confused on your website after 10 minutes trying to make up their mind about which package they want.
Thirdly and most importantly try to promote your "pay as you go" option.You may not know this but there are a lot of people who will sign up with you instantly if they were aware of your pay as you go option.You are the pioneers of this option in the uncapped market and you should seriously capitalize on it.You need to market it like there is no tomorrow. Instead of offering only a one month once off package you could also offer packages like this :
Gold Uncapped 1 Month Subscription : R649
Gold Uncapped 2 Months Subscription : R1190
Gold Uncapped 3 Months Subscription : R1750
Guys like me can pay for two months in advance once off and not worry about not being able afford ADSL the next month.
You can even sell Pay as you go Vouchers via shops like Pick n pay,Shoprite ,post office e.t.c So that people can buy these vouchers and instantly activate them on their account via your client portal.
Within the current economic climate not everyone can afford to have ADSL every month.The pay as you go option will offer more freedom to new customers.I for example sign up with you guys every two or three months depending on my income the previous month.I download what i and my kids will watch for the next two months onto my hard drives and only return to you guys once i have watched all the movies/shows i downloaded.I know that there are millions of people who have budgets like me and you will easily make a killing from them.I wish you openweb and keoma well,you guys have always been polite and efficient with me so i will be signing up again for your 4meg gold uncapped next month.
I had to look for an alternative when my account was without any form of warning terminated by MWEB for abuse.I did not want to sign up with another month to month ADSL provider so i searched around for an ADSL service that offered "pay as you go" uncapped packages. Openweb was and is still the only one that offers once off uncapped adsl packages so i went with them. Throughout my experience they were efficient and treated me well.Yes there were issues like slow speeds and the recent business hour shaping ,throttling or whatever term they use for it these days but all in all i was 85% satisfied with them.
A lot has been said about Openweb in recent months which unfortunately is denting the company's reputation at least on MYBB. Here is my take on Openweb:
It is a company that was started with a bang and high expectations but along the road ran in to road bumps and is doing it's best to tackle them. Keoma as well as his staff are human beings and although they are supposed to be well behaved at all times,the realities of the business they are in does not always permit that.
Openweb has grown it's user base significantly in the past year or so with their gold uncapped service and that has definitely caused a lot of load on their system. This has led to inconsistent day time speeds ,a few technical problems and a lot of stress for both the openweb staff and clients.At the end of it all ,the frustration led to anger and lack of self control especially when it comes to their customer service.
Like i mentioned before i am no employee of Openweb but i actually feel for them because Keoma is the only CEO who actually interacts with clients.I urge all clients of Openweb to have some patience and try to understand the kind of frustration they are going through to make things happen for their customers.
A word of advice for mrBeep /Keoma /paul ,you guys need to improve your customer service asap. MrBeep i am very disappointed in the way you have handled some people on MYBB,you are an Openweb rep and no matter what you should never get in to spats with forum users. It just makes you and your organization look bad.I know you are under a lot of pressure and some people may try to pick an argument but do not explode on MYBB. Once you do that your opponents win and will take your clients away.Secondly you need to look at your pricing,let us be honest the GOLD uncapped is not what it used to be.My advice to you is to reduce the price to a competitive level.
I also think you need to reduce how many packages you are offering as it can be confusing sometimes .There are silver ,Platinum,Gold,Vanilla packages e.t.c it is just too much and makes your offering confusing sometimes especially to new ADSL users.I referred a few friends to you and 70% of them went with another ISP because they got confused on your website after 10 minutes trying to make up their mind about which package they want.
Thirdly and most importantly try to promote your "pay as you go" option.You may not know this but there are a lot of people who will sign up with you instantly if they were aware of your pay as you go option.You are the pioneers of this option in the uncapped market and you should seriously capitalize on it.You need to market it like there is no tomorrow. Instead of offering only a one month once off package you could also offer packages like this :
Gold Uncapped 1 Month Subscription : R649
Gold Uncapped 2 Months Subscription : R1190
Gold Uncapped 3 Months Subscription : R1750
Guys like me can pay for two months in advance once off and not worry about not being able afford ADSL the next month.
You can even sell Pay as you go Vouchers via shops like Pick n pay,Shoprite ,post office e.t.c So that people can buy these vouchers and instantly activate them on their account via your client portal.
Within the current economic climate not everyone can afford to have ADSL every month.The pay as you go option will offer more freedom to new customers.I for example sign up with you guys every two or three months depending on my income the previous month.I download what i and my kids will watch for the next two months onto my hard drives and only return to you guys once i have watched all the movies/shows i downloaded.I know that there are millions of people who have budgets like me and you will easily make a killing from them.I wish you openweb and keoma well,you guys have always been polite and efficient with me so i will be signing up again for your 4meg gold uncapped next month.
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