AN
Asi N
1 reviews | Active since Jan 2010
11 Nov 2016, 13:49
MWEB shocking service
<p>My free MWEB router which I have support cover from MWEB no longer wants to swtich on. I called MWEB support to get it looked and possibly fixed. I called MWEB on the 10th and I was advised that I will receive a call from a technician, after a whole 24 hours without a call I decided to call MWEB and was told that I will receive a call from the technician in 5 days and even then it does not mean my router will be fixed. The technician is only calling to find out what is wrong with the router and I would then have to wait longer for a resolution. Being shot staffed is not a good enough reason for a paying customer. I pay for a service not to hear MWEB's problems. I am counting down the months until this contract expires.</p>
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Replies (5)
Mweb's replyOfficial
11 Nov 2016, 15:58Good Day guluva
Thank you for bringing this to our attention. We would like to apologise sincerely for your frustration.
As per your discussion with our Customer service consultant this matter has now been addressed, we will remain your point of contact until this has been resolved.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply11 Nov 2016, 15:58
Official
Good Day guluva
Thank you for bringing this to our attention. We would like to apologise sincerely for your frustration.
As per your discussion with our Customer service consultant this matter has now been addressed, we will remain your point of contact until this has been resolved.
Kind regards
MWEB Client Services
Best regards,
AN
Asi N's updateReviewer Update
17 Nov 2016, 10:11I received a call from a technician on Sunday and he advised that I should have a working router within 3 - 5 days. Today I just received an sms saying that thre is stock shortage. Does that then mean that I will have to wait till there is stock and how long will that be? How do you supply routers to new accounts at the present moment, do you also tell them to wait till stock is available?
AN
Asi N's update17 Nov 2016, 10:11
Reviewer Update
I received a call from a technician on Sunday and he advised that I should have a working router within 3 - 5 days. Today I just received an sms saying that thre is stock shortage. Does that then mean that I will have to wait till there is stock and how long will that be? How do you supply routers to new accounts at the present moment, do you also tell them to wait till stock is available?
Mweb's replyOfficial
17 Nov 2016, 11:14Good Day guluva,
Thank you for taking the time to make contact with us.
We are having a stock shortage issue at the moment, however we have found an alternate solution for you.
You should receive the router by Monday, for the latest.
Please let me know should you require any further feedback or assistance.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply17 Nov 2016, 11:14
Official
Good Day guluva,
Thank you for taking the time to make contact with us.
We are having a stock shortage issue at the moment, however we have found an alternate solution for you.
You should receive the router by Monday, for the latest.
Please let me know should you require any further feedback or assistance.
Kind regards
MWEB Client Services
Best regards,
AN
Asi N's updateReviewer Update
16 Dec 2016, 17:41Thank you for resolving this matter, I hope one does not have to through these avenues in future to get attention from a service provider.
AN
Asi N's update16 Dec 2016, 17:41
Reviewer Update
Thank you for resolving this matter, I hope one does not have to through these avenues in future to get attention from a service provider.
AN
Asi N's updateReviewer Update
07 Feb 2017, 11:09Hi
Well guess what my replacement router now is not functioning and the support technician just told me that I have to go through the same process that led me to log this complaint. I dont understand why we have to go trhough the same process after flagging that it is not working for us paying customers. Once again I have been told to wait till the 11th to get a call that will inform me when my router will arrive which no one at the moment has idea of when.
AN
Asi N's update07 Feb 2017, 11:09
Reviewer Update
Hi
Well guess what my replacement router now is not functioning and the support technician just told me that I have to go through the same process that led me to log this complaint. I dont understand why we have to go trhough the same process after flagging that it is not working for us paying customers. Once again I have been told to wait till the 11th to get a call that will inform me when my router will arrive which no one at the moment has idea of when.