my disgust with openweb....

R

Ryzzhan

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Personally... i will advice you to stay as far away from openweb as possible... they are USELESS ;/ seriously. they quick with the sale of their products etc. but after sales service is bloody horrible.

we have a ryder special account with them. with PROMISED speeds of 514k for browsing and (downloading on weekends) (for a 512k ryder special account with 512k openbrowse)... lemme tell you it's pure BS we get under or sometimes (if lucky) equal to 384k speeds. then after some serious complaining and getting crap advice like restart your router etc we get a casual "o but it's shaped" and he tells me "it's shaped.. i didnt say it will effects your speeds" etc etc etc story from Keoma. any idiot knows shaped makes a huge diff to your speeds! . and there has been more than few instances where we could not even connect to some webpages and it takes several tries before they react, if they react. sometimes the pc and router needs a restart. tonight i was frustrated beyond belief and switch of my router for 30 seconds to refresh the ip etc. and now our international traffic is nonexistent... and google opens... but horribly slow. makes 56k dailup feel like 4mb cable unshaped.

and to crown everything we cant phone the helpline ... cause the helpline is only available from 08:30 till 16:30 .. which doesn't help anyone cause most people at at work during those hours!

the helpline was equally useless when we were trying to setup our internet account with them. they rarely helped and kept referring us to the telkom helpline. why should telkom help us? openweb is our bloody isp! but strangly enough... Telkom helped us where they were allowed to. (which is a hell of a lot more then openweb did they tested the line... sent out a technician twice etc) we sat for 16 days without internet due to openweb's useless customer support. and now... we dont have any international traffic for hell alone knows what reason.

we are going to cancel our contract with them ASAP cause they have NOT provided the service they promised they would. and have NOT delivered the package we payed for . i am sick and tired of empty promises and nothing else. i am moving over to axxess asap i have heard nothing but good things about them. and at least they have a 24/7 helpline... and i will also make sure to keep as many people away from openweb as possible just to save them the headaches we have to endure with them. :mad::mad::mad::mad:
 
Last edited:
Ryzzhan said:
Personally... i will advice you to stay as far away from openweb as possible... they are USELESS ;/ seriously. they quick with the sale of their products etc. but after sales service is bloody horrible.

we have a ryder special account with them. with PROMISED speeds of 514k for browsing and (downloading on weekends) (for a 512k ryder special account with 512k openbrowse)... lemme tell you it's pure BS we get under or sometimes (if lucky) equal to 384k speeds. then after some serious complaining and getting crap advice like restart your router etc we get a casual "o but it's shaped" and he tells me "it's shaped.. i didnt say it will effects your speeds" etc etc etc story from Keoma. any idiot knows shaped makes a huge diff to your speeds! . and there has been more than few instances where we could not even connect to some webpages and it takes several tries before they react, if they react. sometimes the pc and router needs a restart. tonight i was frustrated beyond belief and switch of my router for 30 seconds to refresh the ip etc. and now our international traffic is nonexistent... and google opens... but horribly slow. makes 56k dailup feel like 4mb cable unshaped.

and to crown everything we cant phone the helpline ... cause the helpline is only available from 08:30 till 16:30 .. which doesn't help anyone cause most people at at work during those hours!

the helpline was equally useless when we were trying to setup our internet account with them. they rarely helped and kept referring us to the telkom helpline. why should telkom help us? openweb is our bloody isp! but strangly enough... Telkom helped us where they were allowed to. (which is a hell of a lot more then openweb did they tested the line... sent out a technician twice etc) we sat for 16 days without internet due to openweb's useless customer support. and now... we dont have any international traffic for hell alone knows what reason.

we are going to cancel our contract with them ASAP cause they have NOT provided the service they promised they would. and have NOT delivered the package we payed for . i am sick and tired of empty promises and nothing else. i am moving over to axxess asap i have heard nothing but good things about them. and at least they have a 24/7 helpline... and i will also make sure to keep as many people away from openweb as possible just to save them the headaches we have to endure with them. :mad::mad::mad::mad:
Click to expand...

+1
 
once again today was a tragedy.. i thought i'd give them once last try. as i am at home sick. so i phoned them... every 10 min about to be precise. all i got was busy tones the entire time... and close to 16:00 and since then. when i got a ringing tone... they didnt pick up at all.. and i phoned a lot hoping they'd pick up which they didn't.

truly this is the worst service i've gotten from a company EVER :mad:
 
I feel your pain.
I was also an Openweb customer, but from 1st July no more.
It's like a lead weight coming off my shoulders.

Not going into too many details but also web pages would not open, difficult to connect, CUSTOMER service is non existent, are they too cheap to employ someone to take calls after 1630??, why doesn't KEOMA{who we all no trolls these forums on a regular basis} not have calls rerouted or forwarded to his or a technicians phone??

Maybe they getting too big too fast?? Can't handle the volumes or it's just there bad work ethic.
 
Seems to be more and more complaints about Openweb these days. One would think that they would take notice.
 
Hi Ryzzhan

I am sorry to see you experienced problems with the service.

We are currently considering the future of products such as OpenBrowse, as the technology is ageing.

However, I personally do alot of support and monitor the support process as closely as possible.

Our staff is trained in customer respect and quick resolutions. Sometimes however, like in all companies, things can go wrong.

I will closely investigate this matter, and trust I will find the source of the problem.

Kindly mail me on [email protected] so that I can provide you with a complimentary account to use for the rest of July.

Once again, my apologies.

Kind regards
MrBEEP


Ryzzhan said:
Personally... i will advice you to stay as far away from openweb as possible... they are USELESS ;/ seriously. they quick with the sale of their products etc. but after sales service is bloody horrible.

we have a ryder special account with them. with PROMISED speeds of 514k for browsing and (downloading on weekends) (for a 512k ryder special account with 512k openbrowse)... lemme tell you it's pure BS we get under or sometimes (if lucky) equal to 384k speeds. then after some serious complaining and getting crap advice like restart your router etc we get a casual "o but it's shaped" and he tells me "it's shaped.. i didnt say it will effects your speeds" etc etc etc story from Keoma. any idiot knows shaped makes a huge diff to your speeds! . and there has been more than few instances where we could not even connect to some webpages and it takes several tries before they react, if they react. sometimes the pc and router needs a restart. tonight i was frustrated beyond belief and switch of my router for 30 seconds to refresh the ip etc. and now our international traffic is nonexistent... and google opens... but horribly slow. makes 56k dailup feel like 4mb cable unshaped.

and to crown everything we cant phone the helpline ... cause the helpline is only available from 08:30 till 16:30 .. which doesn't help anyone cause most people at at work during those hours!

the helpline was equally useless when we were trying to setup our internet account with them. they rarely helped and kept referring us to the telkom helpline. why should telkom help us? openweb is our bloody isp! but strangly enough... Telkom helped us where they were allowed to. (which is a hell of a lot more then openweb did they tested the line... sent out a technician twice etc) we sat for 16 days without internet due to openweb's useless customer support. and now... we dont have any international traffic for hell alone knows what reason.

we are going to cancel our contract with them ASAP cause they have NOT provided the service they promised they would. and have NOT delivered the package we payed for . i am sick and tired of empty promises and nothing else. i am moving over to axxess asap i have heard nothing but good things about them. and at least they have a 24/7 helpline... and i will also make sure to keep as many people away from openweb as possible just to save them the headaches we have to endure with them. :mad::mad::mad::mad:
Click to expand...
 
When i signed up waaaay back in the beginning i canceled on account of there only being one guy always picking up the phone. Same dude for sales, same dude for support...

There was the first sign. Ive been a Webafrica customer ever since and im happy!
 
Strangely enough I had the same type of experience, where I felt that I was not receiving the service as promised.

I was fortunate that it was a mere trial run for the month of june - once off account purchased not renewed.

Seems the modus operandi is to refer you to Telkom 1st(I mean they have a rep for being the bane of our problems and being kark all around - unluckily for them Telkom responded over and beyond the norm - so effectively showing them up to be the true cause of the hassles).

Eventually they done something, sorted for a week. Then the crap started again.

So I resolved to find another alternative, axxess 384k uncapped express+ for a trial run.
 
dotnerd said:
hey i just realized that there are 2 more signs:

2: the weird products they have
3: what kind of ego buff must one be to use the e-mail address [email protected]

....
Click to expand...

That's a pretty stupid deduction. Having ceo@openweb makes him an egobuff? Oh please. And for ther record, I'm not an openweb user.
 
Silver82 said:
That's a pretty stupid deduction. Having ceo@openweb makes him an egobuff? Oh please. And for ther record, I'm not an openweb user.
Click to expand...

Ja, I agree... that was a very stupid observation. sounds like sour grapes to me. Has nothing to do with ego and everything to do with reality.

I have been very happy with OpenWeb and have gotten to know the CEO and support people through friendly e-mails.

Am enjoying my service from them. 90% of the problem today is that people are hugely impatient and want everything delivered within ten minutes.
 
Garyvdh said:
Am enjoying my service from them. 90% of the problem today is that people are hugely impatient and want everything delivered within ten minutes.
Click to expand...

I agree gary but I activated an account at 11am today and 4pm it was still inactive. I have also phones 11 times during the day, but the phones are busy. I have now send an email.

I do not believe 5 to 6 hours wait is impatient.

Initially I was very keen to support openweb since they have some interesting products but I just can't wait a day to get something as simple as an activation issue resolved.
 
djt said:
I agree gary but I activated an account at 11am today and 4pm it was still inactive. I have also phones 11 times during the day, but the phones are busy. I have now send an email.

I do not believe 5 to 6 hours wait is impatient.

Initially I was very keen to support openweb since they have some interesting products but I just can't wait a day to get something as simple as an activation issue resolved.
Click to expand...

+1
 
MrBEEP said:
Hi Ryzzhan

I am sorry to see you experienced problems with the service.

We are currently considering the future of products such as OpenBrowse, as the technology is ageing.

However, I personally do alot of support and monitor the support process as closely as possible.

Our staff is trained in customer respect and quick resolutions. Sometimes however, like in all companies, things can go wrong.

I will closely investigate this matter, and trust I will find the source of the problem.

Kindly mail me on [email protected] so that I can provide you with a complimentary account to use for the rest of July.

Once again, my apologies.

Kind regards
MrBEEP
Click to expand...

Conveniently enough our account for July is already payed up otherwise i would not be sitting here but you want to give us a complimentary account now? now the funny thing is you told my mother you dont have a refund policy after she complained to you about the bad service we've been getting. and this AFTER this payed.

one thing you can rest assured about. we wont be having these problems for long. you can draw you own conclusions about that one.

your biggest mistake was developing products you would not deliver on. and making promises you cant keep. but i'm letting it stand there.
 
just so btw... quick resolutions and the correct ones are often two different things.
 
If everyone had Gary's perspective we will have to deal with bad service for the rest of our African lives.

If half the Isps out there can activate your account in 10min, why are the other half taking 2 - 24 hours?

My only logical conclusion is that Openweb is understaffed and therefore will continue delivering inferior service. Again I say, great products mean nothing if only 10% of the people get it to work and REAL support is non existent.

I think there are problems there. but thats just me.
 
heynnow said:
If everyone had Gary's perspective we will have to deal with bad service for the rest of our African lives.

If half the Isps out there can activate your account in 10min, why are the other half taking 2 - 24 hours?

My only logical conclusion is that Openweb is understaffed and therefore will continue delivering inferior service. Again I say, great products mean nothing if only 10% of the people get it to work and REAL support is non existent.

I think there are problems there. but thats just me.
Click to expand...

How so? Just because I have never had a problem with them?
When I have problems I follow the right channels and contact the proper people. I get my problems resolved quickly and with a minimum of fuss. The same is true of my dealings with Telkom and any other ISP. The one thing I do not do is throw my toys out of the cot and start posting crass and angry threads on a message board. That only makes you look really stupid when the CEO comes back to apologise and offer you one month free. It kinda highlights how you over-reacted in the first place.

I foster a good relationship with the providers I use. I get to know people. I remember their names. You should try it some time. :rolleyes:
 
Garyvdh said:
How so? Just because I have never had a problem with them?
When I have problems I follow the right channels and contact the proper people. I get my problems resolved quickly and with a minimum of fuss. The same is true of my dealings with Telkom and any other ISP. The one thing I do not do is throw my toys out of the cot and start posting crass and angry threads on a message board. That only makes you look really stupid when the CEO comes back to apologise and offer you one month free. It kinda highlights how you over-reacted in the first place.

I foster a good relationship with the providers I use. I get to know people. I remember their names. You should try it some time. :rolleyes:
Click to expand...

How many times does a CEO need to come and apologize before things work they way they should(1st time)? I am always polite when dealing with ISPS, but there is a line. At a certain stage I expect to get my money's worth without having ask for it.

I guess different people have different tolerance levels. I for one do not take rubbish service. If its rubbish I tell the person in charge. If I come back 6 months later, and its still the same rubbish, well then they are just not listening.

A company needs to listen to that element which mostly influence profitability and good governance- the consumer.
 
heynnow said:
How many times does a CEO need to come and apologize before things work they way they should(1st time)? I am always polite when dealing with ISPS, but there is a line. At a certain stage I expect to get my money's worth without having ask for it.

I guess different people have different tolerance levels. I for one do not take rubbish service. If its rubbish I tell the person in charge. If I come back 6 months later, and its still the same rubbish, well then they are just not listening.

A company needs to listen to that element which mostly influence profitability and good governance- the consumer.
Click to expand...

Then move to a company which has high overheads and enough staff to pander to your every whim. I am quite happy with OpenWeb's prices and don't want them to increase costs cos they have to hire more staff. I am quite happy with them getting back to me on the same day. If that is the price I have to pay for the cheap bandwidth so be it. When I want a customer service agent to ooh and aah over me I'll move to Mweb :D

If there is a problem with my actual ADSL speed or connection, that is one thing. But if this is just about them jumping up when you call, then that is another. You get what you pay for. You want more, go pay more somewhere else.
 
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