Madasafish Questions/answers (merged threads)

Myke_UK

Madasafish_Customer_Care wrote: »

Hi Guys,

In response to this statement:



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

In response: How many post have we seen in this and other forums do we see post about how a company performs in resolving issues is unsatisfactory, with customer services and tech help being anything but basic and if you confront them regarding their poor handling and unacceptable time they are taking to address and resolve thes issues, their attitude changes.
Compere posts complaining about price to complaints about failing to provide a service they have promised and it soon becomes clear why the majority of people leaving a company becomes clear.
Taking a phone survey ( asking questions ) why your are leaving so " Hopefully we can improve our service" is not something a unsatisfied customer wants to go through, even at 4p a minute ( as if your doing me a favour charging me at that rate.)
Send a form in the post with a prepaid envelope, Im sure your get the all the response your need to improve your service.

Personally, its been a week now, every day on the phone with tech people from MAAF and guess what, nothing, they dont know why i cant still access my website, my webmail or even log onto their website through IE, which is now affecting my business.
How long is long enough to resolve a matter? I think i given MAAF long enough.
Iv said it before and i say it again, a company shows it true colours when things go wrong not when things are right, and this company colours are showing a dirty grey.

Madasafish_Customer_Care

Hi Myke,

In response to:

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 ).

I'm sorry - but the thing is (unless I'm missing something here) you've only had two posts on this thread one on 17-01-2008 10:22 AM about our telephone number and one on 18-01-2008 5:26 PM which is accusing us of sharp practices (which is the one that I responded to). I don't even have a PM from you.

I'm more than happy to help you, from your post it sounds like you may have had posts deleted from the forum when I was away on holiday:

The other things is..where all my postings gone??

My colleague, James, has been trying to help you on your post on thinkbroadband and I would be more than happy to look at the notes on your account if you could please PM me your Madasafish username.

I am sorry that you're not happy with us at the moment - We are a bit of a loss as on your thinkbroadband post you've stated:

Now heres the thing...if i go and use someone else AOL connection i am able to access my webmail and domain.
If i go and use another person Internet connection using my laptop Im able to acess my account and even update my website. ( proving my laptop is configured ok).

If you've sucessfully uploaded using your laptop at your friends house (using AOL, which is also your ISP) then it's not the settings on your laptop and it's not that we're blocking access to your account. Because of this; it would suggest that the problem is with your router.

I'd be grateful if you could please post any further information on the thinkbroadband forum so that we're not crossposting - currently I know of three threads on this topic and it's better if we can centralise the information.

Thank you

Kind regards
Samara

point3

Samara, I've just seen your comment.

In my opinion it is completely unacceptable to effectively be told, "No, you cannot cancel your contract at the end of 12 months".

It is not acceptable to be told, "You will continue to be charged if you do not use the MAC code within 30 days." What if I had wanted to stop a broadband service altogether?

To date, I have tried to give 30 days' notice to 2 different CS agents over the phone and have also sent a message via e-mail. Not one person is willing to accept my notice!!

I will not be ringing Madasafish CS again. It infuriates me to have to listen to a long series of recorded messages and then to speak to an agent who asks for your name, address, telephone number, mother's maiden name, which broadband supplier you are switching to and why? and who asks for for everything to be repeated 3 times!

No, thanks. I've done my time - just let me leave

Madasafish_Customer_Care

In my opinion it is completely unacceptable to effectively be told, "No, you cannot cancel your contract at the end of 12 months".

It is not acceptable to be told, "You will continue to be charged if you do not use the MAC code within 30 days." What if I had wanted to stop a broadband service altogether?

Please PM me your username if you were told that you could not cancel your contract after the first 12 months, I would like to listen to that call. You can cancel your contract without penalty if you have completed 12 months of service.

If you do request a MAC and you do not use it we continue your services as normal. The reason for this is that not all people manage to migrate out prior to their MAC expiring. I personally think it's not customer friendly to automatically cease their services (causing them to go without broadband for at least 2 weeks) if their intent really was to migrate but there was a mishap with their new ISP or perhaps life just got to busy for them to coordinate it in time....

If you have requested a MAC and you do not wish to you use it and you would like to have the services ceased automatically at the end of your paid through period - please PM me your username and I'll get it sorted out for you.

Kind regards,
Samara

stiffnuts69

Samara I feel embarrssed by some of the comments other people have made especially point3 and myke uk. Point3 obviuosly does not have a clue to make the comment about the mac code.

Some of you people on here are take the pee out of samara. she has been here a while and has helped a number of people, something that she does not have to do.

point3

stiffnuts69 wrote: »

Samara I feel embarrssed by some of the comments other people have made especially point3 and myke uk. Point3 obviuosly does not have a clue to make the comment about the mac code.

Some of you people on here are take the pee out of samara. she has been here a while and has helped a number of people, something that she does not have to do.

Please get your facts right before commenting.

The MAC is separate from giving notice to terminate a contract. Obtaining a MAC is not the same as giving notice. Your ISP may bill you for an extra month after you have switched, as they do not recognise that you have given notice!

Madasafish_Customer_Care

The MAC is separate from giving notice to terminate a contract. Obtaining a MAC is not the same as giving notice. Your ISP may bill you for an extra month after you have switched, as they do not recognise that you have given notice

!

Not by our standards. Did someone from my team tell you this? If so please PM me your Madasafish username so that I can listen to the call.

I would always recommend that you let your ISP know when you've migrated away as they don't always know when you have.

Thank you

Kind regards,
Samara

Quentin

stiffnuts69 wrote: »

Some of you people on here are take the pee out of samara. she has been here a while and has helped a number of people, something that she does not have to do.

Surely she is paid to do this? (Unlike most of those who post on here to help others!)

stiffnuts69

Quentin wrote: »

Surely she is paid to do this? (Unlike most of those who post on here to help others!)

whether she is paid or not I think she has been helpful over and above what you would normally get

Quentin

All members here who post answers are being helpful. Thats mainly what MSE is all about.

stiffnuts69 wrote: »

she has helped a number of people, something that she does not have to do.

You said she doesn't "have" to help, and I just pointed out she gets paid to do it, so probably does "have" to.

In fact this thread is a nice bit of free corporate advertising for maaf isn't it? Apart from the helpful posts, they don't miss any opportunity of letting us know about any announcements from their sales department!