Madasafish Questions/answers (merged threads)

point3

I've just rung an 0844 number to give a month's notice to end my contract and to ask for a MAC code. I had to repeat everything at least 3 times :rolleyes:. The Customer Service agent wouldn't allow me to cancel until I had given a full explanation of why I wanted to switch providers - "I cannot allow you do so until you have explained why you want to cancel your service."!

After giving them my phone number, etc I was told that I would be phoned within 24 to 48 hours to be given my MAC code. When I requested that my service be terminated in a month's time I was told point blank, "No." The Customer Service agent then told me that I would receive the MAC code in 5 working days - that would take me to less than 30 days' notice and Madasafish will no doubt charge me an extra £17.99 for another month which will not be provided! What's the chance of him putting down my phone number incorrectly too? :rolleyes:

So I told him to put "Poor Customer Service" as the reason for switching suppliers :rotfl:

Quentin

If you read through the thread you will see that this regularly comes up.

They don't seem trained in how to deal with terminations.

You do have to give a month's notice but that is all - yet they often have been reported saying that irrespective of this if your notice crosses a billing date you have to pay an extra full month.

Don't let them get away with it.

harryhound

Hi Myke,
Its me again.
I think you have probably got the message "Don't talk to the grease rag, write a message to the engineer"?

This time last year, I was a broad band newbie, probably with every start up problem in the book. I have never telephoned anyone at MAAF but I still feel I have had excellent service on both MSE and thinkbroadband:

Messages:
38 Total
15 harryhound to forum.
10 MAAF Customer care responses.
13 Other forum members offering helpful advice.

1 Phone call from MAAF in India - a helpful bloke who explained how I needed to restart the router.

Of my problems only two were definitely MAAF's "fault", funny thing I remember those two clearly:D Most of the rest were the limitations of the dodgy wiring between the exchange and our 2 PC's. Maximum down time about 24 hours (Email).

Harry.

(In my varied so called career I did a piggy-in-the-middle technical job at one stage. When people called with a problem that was not self stareingly obvious ("What colour is the little light in the top left corner?" "Do you think the cleaner might have unplugged it at the mains last night?" ) I would insist that the problem was put in writing because that made about 1/3rd of the problems go away. By the time the problem had been written down the solution was obvious, even to the person with the problem. If it was a really difficult problem at least a team of us would agree on the symptoms and know when it started. Phone calls are all too easily denied and forgotten, if you must make a phone call, always ask for the person's full name and for a log number, if you cannot get that you are wasting your time.)

Quentin

harryhound wrote: »

1 Phone call from MAAF in India - a helpful bloke who explained how I needed to restart the router.

Sure this helpful bloke was madasafish?

All their "helpful" blokes are supposed to be in SA. Maybe this one was from another ISP?

boatman

point3 wrote: »

The Customer Service agent then told me that I would receive the MAC code in 5 working days

They told me the same but it was with me next day on my madasafish email.

Myke_UK

Lets be clear on how some of these companies work.
Phone up and ask to upgrade you service or add something that will make them more money, your details are available within seconds.
Ask to cancel, make a complaints etc..and instantly you ask to hold while their check your details, they start asking what is really unrelated questions etc.. ...its a known scam to keep you as long as possible on the phone, remember you are most cases paying a priemum rate number, you have to be aware of what they are doing.
Ask for a fax number, fax them them the cancellation or complaints and provide a contact number, preferably a mobile number, get them to dip in their pocket for once.

Madasafish_Customer_Care

Hi Guys,

In response to this statement:

Ask to cancel, make a complaints etc..and instantly you ask to hold while their check your details, they start asking what is really unrelated questions etc.. ...its a known scam to keep you as long as possible on the phone, remember you are most cases paying a premium rate number, you have to be aware of what they are doing.

The reason that we ask questions about why you want to cancel is simply so that we know why people are leaving us (and hopefully improve off the back of it). If you call up to leave and simply state your reason for leaving it really shouldn't take anytime at all.

More than likely if you're saying that you're leaving because of price, you may get put on hold simply to give us a minute to quickly review your account to see if we can offer you a better deal. In some instances we're able to beat the price that the customer is leaving us for.

Our team members are evaluated on the quality and length of call, we do not encourage frivolously long call lengths as we do not want to have long wait times for other customers who may try to call in. We will, of course, stay on the phone with you for as long as you need.

The 0844 number is charged at 4p a minute - if you would prefer not to call that number please just PM me your request and I'll sort it out for you (the benefit of being a MSE forum member) - or you can raise a ticket and we'll be more than happy to help.

I've been away on holiday, and I can see there are quite a few PMs for me. I thank you in advance for your patience whilst I try to get through them all.

Kind regards,
Samara

Drunkstar

Samara has been a big help for me in dealing with my issues. Many thanks.

harryhound

Quentin wrote: »

Sure this helpful bloke was madasafish?

All their "helpful" blokes are supposed to be in SA. Maybe this one was from another ISP?

Thanks Quentin,

That makes 14 helpful responses from fellow forum members, correcting my perception. I hear that the lights are going out in SA?
http://www.news24.com/News24/South_Africa/News/0,,2-7-1442_2256531,00.html

====================================================

Seriously, my bet is that Myke has got caught up in the attempt to rationalise MAAF's infrastructure with that of the other "boutique" ISP's that BT has bought.
Myke now has a mixture of AOL (Carphone Warehouse/Talk Talk) and MAAF + Metronet/Plusnet. I wonder if AOL, which was created to bring the internet to the masses, has smelt a rat, when presented with, what it sees as, a mixture of providers. So AOL is playing safe by refusing access?

Samara, I'm waiting for the Sherlock Holmes explanation of the problem, because this is not the only posting that a frustrated Myke has made.

Best wishes,

Watson..

Myke_UK

Update: well it nearly been a week, no website, no mail, nothing.
Aol have spent a long time checking their systems and verify that all alright.
I can access MAAF through my Aol account ( or did until last night ) their software is fine.
The fact that is the only 2 websites i cant access is MAAF and my own,
I have now contacted various bodies to look into this, as I am effectively been off line and now it is seriously affecting my online presence.
And the only response i got from "Samara" is a response to a comment I made about companies keeping customer that want to cancel their account on the phone for as long as possible, ( her explanation of gathering information to "Hopefully" improve their service made me smile ).
The other things is..where all my postings gone??