Your appalling customer service

[LLoydizle]

Okay, so I will start off by saying this. The reps of CISP on the forums; yes, you guys actually do help and that's great.

But, your customer support is unacceptable. It's horrible and I've had enough.

So, November and December of last year, I made a few tickets of my line going down. I got the horrible responses of "running a speed test" when my line is down - Please tell me how this even makes sense?

Then, on the 3rd of January, I make a ticket stating that my line is going down every hour or so and it doesn't stop. It gets REALLY bad. Again, I get the response that I should do a speed test when it happens... Okay, let me stop here. Why are people asking me to do a speed test when my line is down?! I don't get it! Why are you hiring people who just don't bother to read the ticket and reply back with nonsense?!

Then, I get told that it's my wireless connection even when I state that I have 2 devices on a wired and 2 devices on a wireless connection!

Now, I will say that I am aware that the person who responded to me on my ticket has been "dealt with". Fine.

So someone gets in contact with me about a week and a half ago to try and resolve the issue. They send me a new router. Great; maybe this will fix the issue. Nope. Still have problems.

I then proceed to send multiple responses from Friday, last week till Monday, this week to try and get the issue fixed and I get nothing. I got told that the person who called me a week and a half ago was on emergency leave. Okay, that's fine, I understand. But why can someone else not respond? Why do I have to wait 3 days for a response and then call in to only get one then?

So we now decide on Monday to get someone from SADV to check my line on Monday. Great. I get told that someone will be coming today (Thursday) to have my line and ONT checked to see what's happening. I get no calls from SADV throughout the entire week. Today comes, I call up CISP who then makes multiple calls to SADV. I then get a call from the contractor stating that they can only come tomorrow (Friday) @ 9AM (which I cannot do cause I have work).

Now, this is where I'm annoyed. I booked a day off work for someone to come today only to be told that nobody is! I am sick and tired of constantly have to be nice to a company that has no care for its customers! Yes, you guys on the MyBB forums are helpful, but this is not what I pay for!

Your customer service is horrible! I have had these issues for months now and your support team only decided to act on this now because I give pressure! This is terrible and I don't understand how you guys can allow this to constantly happen. It is actually stressful to contact your customer service because you know that this issue won't get resolved any time soon!

I'm sorry. I've waited patiently. I've given you guys so much of time to actually get my issue resolved, but all I get is poor support and I am sick of it.

Your fibre service is great when it works (which is barely for me), but your customer services are absolutely horrible. You cannot expect me or any other person to pay you a lot of money every month for a service this horrible.

 

[R4ziel]

This looks like fair complaint, @PBCool maybe something to look at and respond to?

 

[PBCool]

Okay, so I will start off by saying this. The reps of CISP on the forums; yes, you guys actually do help and that's great.

But, your customer support is unacceptable. It's horrible and I've had enough.

So, November and December of last year, I made a few tickets of my line going down. I got the horrible responses of "running a speed test" when my line is down - Please tell me how this even makes sense?

Then, on the 3rd of January, I make a ticket stating that my line is going down every hour or so and it doesn't stop. It gets REALLY bad. Again, I get the response that I should do a speed test when it happens... Okay, let me stop here. Why are people asking me to do a speed test when my line is down?! I don't get it! Why are you hiring people who just don't bother to read the ticket and reply back with nonsense?!

Then, I get told that it's my wireless connection even when I state that I have 2 devices on a wired and 2 devices on a wireless connection!

Now, I will say that I am aware that the person who responded to me on my ticket has been "dealt with". Fine.

So someone gets in contact with me about a week and a half ago to try and resolve the issue. They send me a new router. Great; maybe this will fix the issue. Nope. Still have problems.

I then proceed to send multiple responses from Friday, last week till Monday, this week to try and get the issue fixed and I get nothing. I got told that the person who called me a week and a half ago was on emergency leave. Okay, that's fine, I understand. But why can someone else not respond? Why do I have to wait 3 days for a response and then call in to only get one then?

So we now decide on Monday to get someone from SADV to check my line on Monday. Great. I get told that someone will be coming today (Thursday) to have my line and ONT checked to see what's happening. I get no calls from SADV throughout the entire week. Today comes, I call up CISP who then makes multiple calls to SADV. I then get a call from the contractor stating that they can only come tomorrow (Friday) @ 9AM (which I cannot do cause I have work).

Now, this is where I'm annoyed. I booked a day off work for someone to come today only to be told that nobody is! I am sick and tired of constantly have to be nice to a company that has no care for its customers! Yes, you guys on the MyBB forums are helpful, but this is not what I pay for!

Your customer service is horrible! I have had these issues for months now and your support team only decided to act on this now because I give pressure! This is terrible and I don't understand how you guys can allow this to constantly happen. It is actually stressful to contact your customer service because you know that this issue won't get resolved any time soon!

I'm sorry. I've waited patiently. I've given you guys so much of time to actually get my issue resolved, but all I get is poor support and I am sick of it.

Your fibre service is great when it works (which is barely for me), but your customer services are absolutely horrible. You cannot expect me or any other person to pay you a lot of money every month for a service this horrible.

These are the kinds of things I would like to hear about so please escalate to me?

 

[Reaper84]

I've been sitting with disconnects every couple hours since my frogfoot fibre was installed 2 weeks ago so I can well imagine your frustration.

I get told someone will contact me only for the communication to die out and I have to follow up again with CISP.

 

[PBCool]

So looking at your ticket it was handled poorly which I totally agree with which is what I escalated and have dealt with the internal employee already.
Gumani has been escalating this with SADV management, and can often take some time for them to resolve. Also often why they are doing so much maintenance. But I will put pressure from my side.

 

[PBCool]

I see Gumani has been in touch already prior to seeing this post.

 

[LLoydizle]

So looking at your ticket it was handled poorly which I totally agree with which is what I escalated and have dealt with the internal employee already.
Gumani has been escalating this with SADV management, and can often take some time for them to resolve. Also often why they are doing so much maintenance. But I will put pressure from my side.

Gumani just called me and I have the email chains from communication with you guys and SADV now. I'm quite shocked that SADV never really knew about the line issue until 2 days ago when I reported it well over a month ago.

And I also need to ask you because I've asked your team multiple times over the past 3 months now and they have still not listened. Please, please, please remove my old address (the Greenstone Hill address). It's causing so many problems and I don't understand why it's still on there when I've moved home back in November.

But honestly, you guys need to do something about your customer service. I'm tired of paying for a poor service.

 

[PBCool]

Gumani just called me and I have the email chains from communication with you guys and SADV now. I'm quite shocked that SADV never really knew about the line issue until 2 days ago when I reported it well over a month ago.

And I also need to ask you because I've asked your team multiple times over the past 3 months now and they have still not listened. Please, please, please remove my old address (the Greenstone Hill address). It's causing so many problems and I don't understand why it's still on there when I've moved home back in November.

But honestly, you guys need to do something about your customer service. I'm tired of paying for a poor service.

I fully agree with you the first interception was handled poorly, and that particular staff member has been reprimanded as this isnt the first report.

Once Gumani picked it up he has been chasing SADV, their escalations procedure is quite complicated and we cant take an issue much further unless we have followed an attempted escalation via their matrix first.

Is the Greenstone Hill address not listed on your profile on coolzone perhaps?

 

[MDKza]

I then proceed to send multiple responses from Friday, last week till Monday, this week to try and get the issue fixed and I get nothing. I got told that the person who called me a week and a half ago was on emergency leave. Okay, that's fine, I understand. But why can someone else not respond? Why do I have to wait 3 days for a response and then call in to only get one then?

I will start off by saying that my trip with CISP has been up and down and this was/is my biggest complaint with CISP, my solution is to never log calls just ask a MyBB rep.
Good luck over weekends.

Fortunately I have a second PPPoE account with another provider I got for free so if there is ever any issues I just swap and bam I am good to go again.

 

[MEIOT]

Sad and quite pathetic that service like this exists in such a competitive market.

Boggles the mind how service providers keep getting away with atrocious service levels. I feel pity for clients that don't have access to the reps on here. Their frustration must be on a whole other level

Good luck on this journey OP - and remember - there's a plethora of better options out there - might help getting ahead of this problem.

 

[blunt]

Jumping in here, correct me if I'm wrong @PBCool, but even though you are saying Gumani the support person has stepped in and been following up with SADV so many times, was @LLoydizle informed that he is following up and still waiting on response? Or just left not knowing this at all? Basic communication goes a long way.

 

[PBCool]

Jumping in here, correct me if I'm wrong @PBCool, but even though you are saying Gumani the support person has stepped in and been following up with SADV so many times, was @LLoydizle informed that he is following up and still waiting on response? Or just left not knowing this at all? Basic communication goes a long way.

Yes he has since picking it up.

 

[PBCool]

Sad and quite pathetic that service like this exists in such a competitive market.

Boggles the mind how service providers keep getting away with atrocious service levels. I feel pity for clients that don't have access to the reps on here. Their frustration must be on a whole other level

Good luck on this journey OP - and remember - there's a plethora of better options out there - might help getting ahead of this problem.

People make mistakes, the point of being accessible is to better this process. If every case was handled poorly we wouldn't have a business.

 

[MEIOT]

People make mistakes, the point of being accessible is to better this process. If every case was handled poorly we wouldn't have a business.

Oh - so this case is an isolated one - a once-off mistake then?

It's quite bizarre, I actually recall a number of posts with similar issues. Must be just me. In fact, there's dedicated threads about the poor service levels.

Also, how does a 'mistake' stretch over a period of months through all the ongoing complaints the OP logged.

As to how clients that do not have access to the MyBB rep services you offer - how do they deal with these 'isolated' mistakes?

Making excuses for incompetence doesn't help the situation IMO. If anything, it makes it worse. And the exact same excuses are made all too often it appears.

 

[OCP]

People make mistakes, the point of being accessible is to better this process. If every case was handled poorly we wouldn't have a business.

Mistakes happen - especially in larger organisations where you are dealing with a lot of staff and clients.
The difference is how you deal with them.

What I appreciated about CISP is that there are no excuses, no BS, just a simple "we messed up, the matter has been dealt with, here is what we are doing to fix it"
Accountability and transparency - something I've yet to see from other ISP's who are excellent at spin-doctoring and deflecting.

 

[MEIOT]

Mistakes happen - especially in larger organisations where you are dealing with a lot of staff and clients.
The difference is how you deal with them.

What I appreciated about CISP is that there are no excuses, no BS, just a simple "we messed up, the matter has been dealt with, here is what we are doing to fix it"
Accountability and transparency - something I've yet to see from other ISP's who are excellent at spin-doctoring and deflecting.

Mistakes happen IS the excuse though

And ... always the same excuse.

Oh well, I just find it hilarious that the more things change - the more they stay the same.

 

[LLoydizle]

Jumping in here, correct me if I'm wrong @PBCool, but even though you are saying Gumani the support person has stepped in and been following up with SADV so many times, was @LLoydizle informed that he is following up and still waiting on response? Or just left not knowing this at all? Basic communication goes a long way.

He has been, but he only started communicating with me after I started giving pressure.

 

[OCP]

Mistakes happen IS the excuse though

And ... always the same excuse

That's stating a fact.
You never make mistakes?

I've had people working for me that royally screwed up and tried to cover it up; where there is staff, you will have mistakes!

 

[MEIOT]

That's stating a fact.
You never make mistakes?

I've had people working for me that royally screwed up and tried to cover it up; where there is staff, you will have mistakes!

It's more like where you have incompetent staff, the more you can expect mistakes.

This thread is case in point. It just seems some never learn from their mistakes. So counter productive not learning from those recurring mistakes

 

[grok]

He has been, but he only started communicating with me after I started giving pressure.

At least you didn't get dismissed by the co-founder with a 'so sorry you feel that way' for simply asking for a quote like I did, lol.