I know your phones will be ringing constantly, but have designated personnel to answer client order queries. Check coverage in your client's area before you send them a router.ģ. I am not completely about complaining, I would like to give them the top 3 lessons learnt from this experience:ġ.14 days and 14 working days are not the same, update your website.Ģ. To summarize, I wish I could give negative stars for their rating. Of course no one could explain what happened and I cancelled the order. I eventually had to phone the sales department, following the prompts as if I was a new customer. All I get after following the prompts is "Did you know you can follow up on your order online blah blah blah" and then nothing. Full details of MWEB’s new VDSL offerings (all prices include VAT): MWEB Business Uncapped VDSL 20Mbps: R5,799 p/m (VDSL router included). For those who have gone through this, you cannot really talk to someone to follow up on your order. I immediately jumped on the phone to find out what was happening. On the 13th business day I received an email stating that my order has been resubmitted and will be contacted within "14 days" for installation etc, etc, etc. Surely, since they are a reputable company, they have the ability to process this order. 14 days come and go, just to find out that they meant 14 working days and not 14 normal days (as stated in their order confirmation). No one was able to explain this phenomenon to me. Makes sense, right? I followed up, of course to no avail. Just before the the 14 days ended I received a message that I must send them proof of residence because they are not sure if their fibre services are covered in my area. Within 5 days I received the router and I thought "wow, things are way ahead of schedule", even having more hope and excitement. Just 14 days before I can continue watching movies, surfing the web and write reviews with my super fast fibre connection. I ordered a fibre connection, still filled with much hope. Incompetence beyond measure, poor customer service and illogical business practices. I somehow suspect that had I wanted a more expensive product I would not have encountered this obfescation. After 15 minutes on the phone I gave up waiting for someone in sales to answer the transferred call. By now I was getting the impression that Mweb did not want to offer me a better product for a lower price but he assured me that this was not the case. He said he could help with sales but when I told him what I wanted he said he would have to transfer me back to sales. The operator wanted to know what my problem was. After discussion there was a bleep and I ended up in the support centre. Once-off Installation Price R995 Once-off Connection Fee FREE Fibre Router FREE. Download Speed 30Mbps Upload Speed 3Mbps. Once-off Installation Price FREE Once-off Connection Fee FREE Fibre Router FREE. I phoned a second time and explained again. Download Speed 25Mbps Upload Speed 10Mbps. The first sales operator started telling me that the advertised product was actually more expensive because the "free" router was expensive and said he was going to look for better options. I want to change my capped product to a cheaper uncapped one with the same up and download speeds advertised on Mweb's website.
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