ET
Edwin T
1 reviews | Active since Jul 2011
04 Jan 2024, 08:55
Cannot activate Value Added Service subscription
My experience with Mweb has been mostly good. I've just run into a snag with one of their value added services, which is not being resolved. I make use of their BitDefender monthly subscription and after a year, it needed a new activation key, which is ONLY delivered via SMS. However, I never got that SMS. It has now been a month without the subscription being active and I'm still paying for it.
I originally contacted Mweb via the Queries on 10 December 2023, although there is no clear category to lodge a query for this. On 13 December 2023, I was told to call Sales. I phoned and end up on a call for almost 30 minutes, so even though it's a share call number, I feel like I'm still wasting a lot of airtime. Thing is, I got sent to 4 different people. I was on hold for the 4th person, but I had to get on with the day, so needed to drop the call and there's no option to leave a message.
When I checked queries again to see if maybe someone logged this issue, there was a new ticket, but it was already closed with no resolution for me. Weird thing was that they were already aware of my missing activation key when I called, but could not offer a quick resolution via the phonecall.
I have since logged a new query on 21 December 2023, for the same issue as I can't add new comments onto closed queries. I asked if they could just send the new key via both email and SMS. I added a new comment on 26 December 2023 as I had not yet received a response.
It seems uncessary to sit through long call center calls, when I just need a 10 character activation key to be sent to me. Just looking for the quickest resolution that wastes the least amount of time for all parties concerned.
I also think that I should be credited for the month of December 2023 as I was not able to make use of the BitDefender subscription.
Thanks for your time.
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Edwin T's updateReviewer Update
23 Jan 2024, 13:44Queries from 06 and 15 January still have had no response. Clearly the renewal system is not functioning properly. I've requested a credit for December and January.
I can't sit on the phone all day and get redirected from pillar to post. I want to change my rating from 3 to 1 at this point. If they have a problem getting through all their query tickets, they need to hire more staff.
I can't sit on the phone all day and get redirected from pillar to post. I want to change my rating from 3 to 1 at this point. If they have a problem getting through all their query tickets, they need to hire more staff.
ET
Edwin T's update23 Jan 2024, 13:44
Reviewer Update
Queries from 06 and 15 January still have had no response. Clearly the renewal system is not functioning properly. I've requested a credit for December and January.
I can't sit on the phone all day and get redirected from pillar to post. I want to change my rating from 3 to 1 at this point. If they have a problem getting through all their query tickets, they need to hire more staff.
I can't sit on the phone all day and get redirected from pillar to post. I want to change my rating from 3 to 1 at this point. If they have a problem getting through all their query tickets, they need to hire more staff.
