Avoid Cape Connect Internet (PTY) Ltd bully company
<p>I am keen to establish contact with other people who are in an abusive relationship with the Fibre Optic Broadband service provider Cape Connect whose opertaion manager Eben threatens & bullies in every email when you ask for support. His previous email stated "get with the program' when I asked asked for a solution for my devices that would not connect.</p> <p>Since my installation more than 6 months back, I have consistent slow down and consistent interruption on a 20mb installtion. My connection goes down at least 4 times per hour and often while I am in the middle of doing my banking.</p> <p>Their support team is a call centre in India and when you write every time you go down they claim this is harrasment and threaten to cut your connection.</p>
Despite one's best efforts, one simply cannot satisfy all clients.
Once in a while, a client connected to your service, will, over a period of six months, lodge 44 separate support incidents, claiming lack of service, while still managing to transfer more than 4TB (yes, that is four terabytes) of traffic - while claiming that the service is not to his satisfaction.
Some clients do not co-operate with online support staff, wishing to assist them with their problems. They do not reply to questions posed by support staff and rate an ISP's service on speed tests done while other devices in the residence are transfering trafic at the service maximum. It is very difficult to provide such clients with support. When those clients then proceed to repeatedly email staff members directly - thus bypassing the support systems put in place to assist the clients - it is easy for a fallible human being pushed to the end of their patience to then urge clients to use the systems that have been put in place to assist the clients. This is especially true when the majority of the clients' support tickets and emails originate late at night. A time when people often struggle to compose coherent sentences.
At Cape Connect Internet, we will always go the extra mile to ensure our clients are happy. In the case of Mr Backhouse, we visited his site on multiple occassions. We even swopped his router out at no charge to him to enable his older Apple devices to connect to the internet. Despite our best efforts, it would appear that transferring 4TB in 8 months on a 20Mb fibre line is not sufficient.
One of the disadvantages of living in a high density development where houses are packed close to each other is that one will experience wireless interference from one's neighbours. When one of those neighbours is a school with multiple wireless access points, the interference increases exponentially. This interference that Mr Backhouse continues to experience is beyond our control. We do not control the airwaves.
It is regrettable that Mr Backhouse feels bul****. It takes two parties to sour a relationship. Even the most reasonable person would run out of patience after explaining the same thing to someone more than 40 times. We wish to extend our apologies to Mr Backhouse for our staff becoming frustrated at his inability to understand that his connection is 20Mb in total, that when someone else is maxing out the connection, he will not receive his full speed - as someone else in his house is using it. We furthermore wish to apologise for the fact that the internet is a network of networks and that we control nothing past our edge router, that we are unable to speak for streaming companies abroad and that we are unable to control services he uses outside of the small portion of the internet that we manage.
Shortly after the first series of support incidents, we offered Mr Backhouse the option of a full refund as he was unhappy. Mr Backhouse refused our offer. Since then, we have offered to refund him on several occassions. It appears that our offers to give his money back and remove the equipment he is not happy with may be seen as a threat or a bullying tactic.
Needless to say, we have documentary evidence of all claims made in this comment.
It is in everyone's interest that we cease this relationship, that is clearly not to Mr Backhouse's satisfaction, immediately, that we refund him, remove his fibre and wish him the best in his future endeavours.
Despite one's best efforts, one simply cannot satisfy all clients.
Once in a while, a client connected to your service, will, over a period of six months, lodge 44 separate support incidents, claiming lack of service, while still managing to transfer more than 4TB (yes, that is four terabytes) of traffic - while claiming that the service is not to his satisfaction.
Some clients do not co-operate with online support staff, wishing to assist them with their problems. They do not reply to questions posed by support staff and rate an ISP's service on speed tests done while other devices in the residence are transfering trafic at the service maximum. It is very difficult to provide such clients with support. When those clients then proceed to repeatedly email staff members directly - thus bypassing the support systems put in place to assist the clients - it is easy for a fallible human being pushed to the end of their patience to then urge clients to use the systems that have been put in place to assist the clients. This is especially true when the majority of the clients' support tickets and emails originate late at night. A time when people often struggle to compose coherent sentences.
At Cape Connect Internet, we will always go the extra mile to ensure our clients are happy. In the case of Mr Backhouse, we visited his site on multiple occassions. We even swopped his router out at no charge to him to enable his older Apple devices to connect to the internet. Despite our best efforts, it would appear that transferring 4TB in 8 months on a 20Mb fibre line is not sufficient.
One of the disadvantages of living in a high density development where houses are packed close to each other is that one will experience wireless interference from one's neighbours. When one of those neighbours is a school with multiple wireless access points, the interference increases exponentially. This interference that Mr Backhouse continues to experience is beyond our control. We do not control the airwaves.
It is regrettable that Mr Backhouse feels bul****. It takes two parties to sour a relationship. Even the most reasonable person would run out of patience after explaining the same thing to someone more than 40 times. We wish to extend our apologies to Mr Backhouse for our staff becoming frustrated at his inability to understand that his connection is 20Mb in total, that when someone else is maxing out the connection, he will not receive his full speed - as someone else in his house is using it. We furthermore wish to apologise for the fact that the internet is a network of networks and that we control nothing past our edge router, that we are unable to speak for streaming companies abroad and that we are unable to control services he uses outside of the small portion of the internet that we manage.
Shortly after the first series of support incidents, we offered Mr Backhouse the option of a full refund as he was unhappy. Mr Backhouse refused our offer. Since then, we have offered to refund him on several occassions. It appears that our offers to give his money back and remove the equipment he is not happy with may be seen as a threat or a bullying tactic.
Needless to say, we have documentary evidence of all claims made in this comment.
It is in everyone's interest that we cease this relationship, that is clearly not to Mr Backhouse's satisfaction, immediately, that we refund him, remove his fibre and wish him the best in his future endeavours.