NV
Naas V
1 reviews | Active since Feb 2013
13 Jun 2017, 08:54
MWeb email off.
<p>This is the second day that MWeb email is out of order. NO communication with clients about reasons, off-time, solutions or estimated off time.</p> <p>POOR SERVICE!</p>
Helpful (0)
Replies (8)0
Replies (8)
Mweb's replyOfficial
13 Jun 2017, 12:16Good Day naas-viljoen,
Thank you for taking the time to make contact with us.
You have since been in contact with us via Facebook and email.
Our consultants have advised you, that we had notifications of the mail outage on our "Outage notice board", on Facebook, Twitter and on our IVR (call centre notifications).
The posts via our Social Media platforms, where updated through the course of the day.
The outage has since been resolved, if you require further assistance; please do not hesitate to make contact with us.
We will need to troubleshoot with you individually, should still have an issue.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply13 Jun 2017, 12:16
Official
Good Day naas-viljoen,
Thank you for taking the time to make contact with us.
You have since been in contact with us via Facebook and email.
Our consultants have advised you, that we had notifications of the mail outage on our "Outage notice board", on Facebook, Twitter and on our IVR (call centre notifications).
The posts via our Social Media platforms, where updated through the course of the day.
The outage has since been resolved, if you require further assistance; please do not hesitate to make contact with us.
We will need to troubleshoot with you individually, should still have an issue.
Kind regards
MWEB Client Services
Best regards,
NV
Naas V's updateReviewer Update
13 Jun 2017, 12:51Some people like me work for a living. We do not have the time to sit in front of a computer all day. To post information in social media is simply not good enough. You should have kept your clients up to date on the progress with the repairs via SMS on an hourly basis.
This would have been client service.
You have failed this one dismally.
NV
Naas V's update13 Jun 2017, 12:51
Reviewer Update
Some people like me work for a living. We do not have the time to sit in front of a computer all day. To post information in social media is simply not good enough. You should have kept your clients up to date on the progress with the repairs via SMS on an hourly basis.
This would have been client service.
You have failed this one dismally.
Mweb's replyOfficial
13 Jun 2017, 12:57Good Day Naas,
Thanks for your feedback.
Unfortunately, it would not be cost effective to notify our entire client base via sms; on an hourly basis.
We use numerous different platforms to communicate with our clients, as advised to you in our correspondence.
The outages are not just available to you via social Media platforms, however also available via our outage notification page:
http://www.mweb.co.za/help/ServiceStatus/ServiceStatusHome.aspx
We will take your feedback under review and it has been passed along to the relevant decision makers.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply13 Jun 2017, 12:57
Official
Good Day Naas,
Thanks for your feedback.
Unfortunately, it would not be cost effective to notify our entire client base via sms; on an hourly basis.
We use numerous different platforms to communicate with our clients, as advised to you in our correspondence.
The outages are not just available to you via social Media platforms, however also available via our outage notification page:
http://www.mweb.co.za/help/ServiceStatus/ServiceStatusHome.aspx
We will take your feedback under review and it has been passed along to the relevant decision makers.
Kind regards
MWEB Client Services
Best regards,
NV
Naas V's updateReviewer Update
13 Jun 2017, 13:20The cost issue is irrelevant. A personal message in a situation like this is part of the monthly fee I pay. Even if just to advise that the problem had been solved.
Also, I have never heard of a "outage notification page". It is news to me.
NV
Naas V's update13 Jun 2017, 13:20
Reviewer Update
The cost issue is irrelevant. A personal message in a situation like this is part of the monthly fee I pay. Even if just to advise that the problem had been solved.
Also, I have never heard of a "outage notification page". It is news to me.
Mweb's replyOfficial
13 Jun 2017, 13:27Thanks for your feedback naas.
In order for you to obtain outage confirmation sms, you would need to make contact with us first.
We can then link you to the outage in question, which would result in you getting sms when the outage is resolved.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply13 Jun 2017, 13:27
Official
Thanks for your feedback naas.
In order for you to obtain outage confirmation sms, you would need to make contact with us first.
We can then link you to the outage in question, which would result in you getting sms when the outage is resolved.
Kind regards
MWEB Client Services
Best regards,
NV
Naas V's updateReviewer Update
13 Jun 2017, 15:14You know everything about me - what else can I give you to link me to this service?
NV
Naas V's update13 Jun 2017, 15:14
Reviewer Update
You know everything about me - what else can I give you to link me to this service?
NV
Naas V's updateReviewer Update
14 Jun 2017, 08:27Hello! Are you still in business? Your response would be appreciated.
NV
Naas V's update14 Jun 2017, 08:27
Reviewer Update
Hello! Are you still in business? Your response would be appreciated.
Mweb's replyOfficial
29 Jun 2017, 16:22Good day
Thank you for raising your concerns
Your query is being addressed by management.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply29 Jun 2017, 16:22
Official
Good day
Thank you for raising your concerns
Your query is being addressed by management.
Kind regards
MWEB Client Services
Best regards,