Madasafish Questions/answers (merged threads)

espresso

donglefan wrote: »

I've contacted support and raised a ticket asking what exactly is the contract that I'm locked into for 12 months and do I have a cooling off period.

Sent both last Friday, week later, no response.

Your unlikely to get a response! Customer service left MAAF with Samara and continues to get worse week on week.

Froglet

Gambler wrote: »

Thanks Quentin I didn't think work would allow downloads but it did and am all sorted now. :beer:


A big :beer: also to froglet.

Glad to have helped!! Having just recently gone through the headache that madasafish caused when they had to createnew passwords for everyone to be able to get back online,i thought it was the same thing happening again.It was just by chance i switched off zonealarm after a frustrating 24 hours,and just before i was about to call madasafish helpline.Apparently hundreds of thousands of people had the same problem!!

donglefan

Hi again,
I re-emailed support and if I don't hear back next week I will contact the regulator.
Is that Ofcom?
Is there an email for them please?

Gambler

Froglet wrote: »

Glad to have helped!! Having just recently gone through the headache that madasafish caused when they had to createnew passwords for everyone to be able to get back online,i thought it was the same thing happening again.It was just by chance i switched off zonealarm after a frustrating 24 hours,and just before i was about to call madasafish helpline.Apparently hundreds of thousands of people had the same problem!!

But would MAAF tech support have told us that if we had phoned up I wonder?

Gambler

Gambler wrote: »

But would MAAF tech support have told us that if we had phoned up I wonder?

I think the answer is yes to that one.

http://www.madasafish.com/support/service-status.html

Plusnet_company_representative

Hi Donglefan,

Could you possibly PM me your username/ticket number so that I can look into this for you?

Quentin

donglefan wrote: »

Hi again,
I re-emailed support and if I don't hear back next week I will contact the regulator.
Is that Ofcom?
Is there an email for them please?

Put the matter in writing (snail mail) to them, and ask that it's escalated in view of the emails you have sent which have been ignored.

Madasafish
Internet House,
2 Tenter Street,
Sheffield
S1 4BY

That way you have a paper trail should they produce some new contract out of their hat and claim you agreed to it.

Plusnet_company_representative

There would be a paper trial if it is based on tickets too. Everything is stored on our systems so we can reproduce it if needs be.

Quentin

With respect, it is no good relying on MAAF's ticket system over a matter regarding MAAF trying it on regarding tieing a customer in to a non existent contract. If it ends up in the small claims court, each side should have its own paper trail!

If the contract truly existed, then there would be no problem providing it with the confirmation e-mail when a customer agrees to a retention deal.

We were regularly told by Samara that the 12 month extension was not binding, and that should a customer want to leave during the extension period, then the "penalty" would only be payment of the difference between the "normal" monthly charge and the retention deal for the time the retention deal has run.

Yet people are still being told that if you accept a retention deal you MUST stay (or pay) for 12 months, (though no such contract has ever been produced) when your ts + cs for new customers do not insist on this!

Plusnet_company_representative

Yes, but getting me to handle things is going to be significant quicker and more hasslefree.

Because Samara said something, does not make it correct.