Now I've never been a big fan of the name-and-shame game, but I thought this deserved attention, as such blatant ignorance, discourtesy and miscommunication is unacceptable. Customer service is tops these days. As a brand, considering the boom of social media and the birth of the humble blog, one slip up is all it takes to send your business into disarray. Ask Woolworths. Ask Nestle. Now ask OpenWeb. Read on.
16th July 2011
Subject: Re: Internet is down.
Hi OpenWeb,
Please look into my account and get back to me. Telkom has reset the
ports and the ADSL syncs so it’s not a problem on their side. You can
reach me on **********.
Many thanks,
________________________________________________________________________________
19th July 2011
Subject: Re: Internet is down.
Hi OpenWeb,
I've been given a new account with a new username because the altech network was down over the weekend and we had no Internet. However, this new account is barely usable, I can't browse let-alone stream anything.
I've sms'd the support number and had no reply. I've been struggling for days and Telkom just resets the ports and says the line is fine. This is the last complaint I'm sending. If it too remains unanswered you can expect me to be cancelling my account moving forward.
________________________________________________________________________________
19th July 2011
Subject: Re: Re: Internet is down.
Hello,
I appreciate your email!
Your account will expire at the end of July.
Cancellation reference: 25285x9
Kind regards,
Founder,
OpenWeb.co.za
________________________________________________________________________________
20th July 2011
Thank you for the below - I find it very telling that you're more willing to cancel a customer than provide one with the service that they are paying for.
You can expect my above email and your response to be present anywhere online where uncapped ADSL is being debated including social networks.
Disappointed Regards,
________________________________________________________________________________
20th July 2011
Hello,
You request a service to be cancelled. I honour this, waive the 30 days notice, and now you want to bad mouth us publicly?
Kind regards,
Founder,
OpenWeb.co.za
________________________________________________________________________________
20th July 2011
Please review the conversation. I requested our service be sorted or EXPECT a cancellation. You then cancelled me.
________________________________________________________________________________
20th July 2011
So you are saying, you request a cancellation twice, once with Dane and once with me, and now I am fabricating this?
Kind regards,
Founder,
OpenWeb.co.za
________________________________________________________________________________
Please review the ENTIRE conversation email thread below. The bold section in the below email is the ONLY time I discussed cancelling ONLY IF MY SERVICE AND COMPLAINTS WERE NOT ADDRESSED.
"Hi OpenWeb,
I've been given a new account with a new username because the altech network was down over the weekend and we had no Internet. However, this new account is barely usable, I can't browse let-alone stream anything.
I've sms'd the support number and had no reply. I've been struggling for days and Telkom just resets the ports and says the line is fine. This is the last complaint I'm sending. If it too remains unanswered you can expect me to be cancelling my account moving forward."
________________________________________________________________________________
20th July 2011
I find the capitals in the below text extremely rude.
Please refrain from shouting at me when I am trying to assist.
Kind regards,
Founder,
OpenWeb.co.za
________________________________________________________________________________
On 20 July 2011
I find this entire email thread to be confusing and disjointed as if my complaints are being handled by different people that aren't reading the full communications.
Attached is a word document with every communication in date stamp order and comments at appropriate parts.
Please point out to me the time and date at which i requested my service be cancelled?
On 20 July 2011
I thought someone was trying to assist me, why is there now silence when I ask for things to be clarified?
Openweb consultants were quick to reply with snarky remarks below, when they hadn't read the full email thread, but when I ask for my alleged cancellation request to be shown to me - now there is no response for over 8 hours.
And that's that. Have your say in the feedback section below.
