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Hassan P

1 reviews | Active since Jan 2018

03 Jan 2018, 20:18

Not honouring deal: LTE-A package with Huawei B618 Router

Brief:

App**** for a promotional MWEB LTE-A deal around the time of Black Friday (around 24 Nov 2017), expected to expire 30 Nov 2017, costing R299 per month, consisting of:

a) 25 GB data b) 25GB additional monthly data as part of the "double data" deal c) free Huawei B618 router, subject to holding the MWEB subscription for 12 months d) first month free as part of the promotion

Chain of events: 1) MWEB short on stock (B618 Router) at the time of application, so delivery was expected to be around December 2017

2) Called MWEB on Friday 08 December 2017 to enquire about delivery and to make delivery arrangements to which consultant informed that courier company would make contact with me when applicable

3) Received SMS around 9AM on Tuesday 12 December 2017 indicating that product would be delivered on the day, with no contact details or further details of delivery provided.

4) Received SMS around 6AM on Wednesday 13 December 2017 indicating that I could not be reached at time of delivery and instructed to contact MWEB to reschedule.

5) Followed up with MWEB regarding (4), and to make necessary arrangements. MWEB consultant provides contact details of courier service to reschedule delivery.

6) Checked parcel tracking history on courier company website. Indicates delivery was attempted according to (3) and that courier attempted to call client (me). However, no call was received on the day regarding delivery

7) Followed up with courier company to discover that address was incorrectly listed, rescheduled delivery date and time to correct address.

8) Mailed courier company around 22 Dec 2017 regarding delivery that had still not been received, receiving a response indicating that product has been returned to sender

9) Followed up (8) with MWEB 27 Dec 2017 to which consultant indicated that deal will be cancelled by primary service provider (MWEB is the 3rd party service provider for this deal) as a result of above chain of events. Consultant offers same data deal, but with different router - Huawei B315, initially indicating that was all that could be done, furthermore indicating that I was in "luck" as alternative deal expired on that day.

Initially accepted, thereafter requesting consultant to cancel the above querying the outcome should the above chain of events repeat itself leading to cancellation which was not requested (for B618 deal), to which consultant indicated that it would not happen.

Furthermore, brought to consultant's attention issues regarding delivery to which consultant indicates that alternative courier company would be used due to number of complaints regarding initial courier company.

Note: After rejecting alternative deal consultant indicates that there would be an attempt to try and see in product can be "intercepted" in process of being returned to 1st party service provider (MWEB is the 3rd party service provider for this deal).

MWEB Call Reference for (9): MWB **********

Issue/Complaint: App**** for promotional deal within promotional period. Delivery issues led to return of product and probably cancellation, according to MWEB. Initial delivery issue was due to incorrect listed address, to which I followed up for correction. No delivery according to rescheduled date and time. Offering alternative deal, not the one I had app**** for within promotional period.

Request: Honouring of deal app**** for around the time of Black Friday 2017 (around 24 Nov 2017), not a "lesser" alternative

0
Replies (3)
Mweb
Mweb's reply10 Jan 2018, 13:08
Official

Good Day HPrx,

Thank you for taking the time to raise your concerns. It sounds like you've had an unpleasant experience.

You have since been in contact with our sales team regarding you query, however I have escalated it as well. Our sales team should be in contact with you regarding the matter.

Please bear with us during this time.

Kind regards
MWEB Client Services

HP
Hassan P's update15 Jan 2018, 08:15
Reviewer Update
An unpleasant experience is a major understatement. [1] 12 Dec 2017. Call Ref: MWB ********** . Consultant indicates deals/products are sent back/cancelled after 3 unsuccessful attempts to deliver. Indicates that different courier will be used in future due to complaints regarding one in concern surrounding this complaint. Offers me alternative deal, to which I initially agreed to and thereafter requested to cancel regarding chain of events thus far, and further indicates, as previously mentioned, that the day of this call was the "last day" for the double data deal, however, only available with the Huawei B315 Router (the alternative offered to me on this day). [2] 08 Jan 2018. Call Ref: MWB ********** . Asks consultant to speak to manager numerous time, indicates manager would respond the same way, i.e. they can't assist regarding Huawei B618 double data deal I had initially app**** for. Never got put on the line with a manager too. Consultant also indicates deals/products are sent back/cancelled after 3 unsuccessful attempts to deliver. Also offers alternative deal (with B315 Router) to which I've declined. I've explained to both consultants at incident [1] and [2] that 3 delivery attempts were never made, only the first, to the incorrect address, which was later corrected, however, no follow-up delivery attempt. [3] 10 Jan 2018. Call Ref: MWB ********** . Prior to making this call, I had called the courier directly to explicitly confirm events regarding delivery history. Courier consultant confirms that ONLY ONE ATTEMPT WAS MADE TO DELIVER, which was to the incorrect address as numerously stated. NO FURTHER DELIVERY ATTEMPTS WERE MADE, which was confirmed with courier consultant. Reference to call was requested, however, courier consultant indicates that referencing is not used for calls, however, I do have a personal voice recording of the phone call to prove the abovementioned. Thereafter mentioning the above to MWEB consultant. Indicates that matter will be escalated as is also mentioned in the HelloPeter response by MWEB. I understand what "escalated" means in simple English, but I want to know what does that really mean regarding all the abovementioned and the nuisance I've had to put up with. I had app**** for this deal at the time of its promotion WITH THE HUAWEI B618 ROUTER, and all alternative deals that were offered by competitive service providers are no longer available, so what does escalated really mean in terms of outcome???
HP
Hassan P's update11 Feb 2018, 22:03
Reviewer Update
Received a call on Wed 17 Jan 2018 from ********** . Female on the phone indicates that they're aware of the LTE deal issues, as I am not the only customer experiencing the bad service. Indicates that the matter has been "escalated" and will get back to me by Friday that week (19 Jan 2018), otherwise by the following week. It's almost a month and I haven't even heard as much of a whisper from any MWEB representative/consultant. Y'all *****ed up quite good with this LTE deal. I bet there's a better chance at avoiding DAY ZERO than MWEB owning up, it should say alot