Madasafish Questions/answers (merged threads)

MattTaylor_2

Hi all,

I've received a number of PMs requesting offers on recontracting. A better way to do this would be to call our dedicated team on 0845 140 6002 - I can't offer anything that they can't and they have more up to date information than I do. I'm quite happy to look into any service issues, and Cathy2702 - if you PM me a username I can look into those charges for you, but it would definitely be better to talk to the team rather than PMing me for information on new contracts.

Many thanks,

Matt

Quentin

MattTaylor wrote: »

I've received a number of PMs requesting offers on recontracting.

That is because since the day this thread started we were always asked to contact your people by pm. The suggestion was we got a better deal, as it was "privately" arranged, and the terms of the deal kept confidential.

If there is just a standard retention offer, why not publish it now, and save you getting these tiresome pms?

We would definitely like to see the ts + cs for any retention deals, as they seem to differ from the original ts + cs we signed up to and which are shown on your website.

TH77

Below is a ticket (in blue) i have opened to existing Madasafish Customer Service. I am still to get a reply but here goes. I have also dug out the reply I got from James on the 28th March 2008 in the ticket page of my account.


I am currently on the BroadBand Max 5GB at present and have just decided to have a look at my previous invoices and the various broadband packages that are on offer.

I have been paying the promotional £12.99 for the last 6 months (bar one month when i went over my usage). It has now gone up to £17.99 a month.

Why?????

The package I am on states that I should have been on £9.99 for the first 6 months, and then £14.99 there after.

So. It seems that I have been overcharged for the last 6 months. (And previous months it seems looking at my past invoices)

This is the ticket reply from Friday 28th March 2008 (Between the lines)

---

James Bailey Training/Comms
10:33am, Friday 28th March 2008
Dear Mr H******,
As per your request, I have now moved you onto the current pricing for the Max Broadband product. This will take affect on your next billing date (26th April).

You will now be paying us £9.99 for the next 6 months and £14.99 thereafter.

Regards,
James Bailey

---

Anyone else had the same problems?? I have noticed someone on this thread that has also been charged £17.99 for the Max package instead of £14.99

Any help appreciated

TH77

garyw73

Quentin wrote: »

That is because since the day this thread started we were always asked to contact your people by pm. The suggestion was we got a better deal, as it was "privately" arranged, and the terms of the deal kept confidential.

If there is just a standard retention offer, why not publish it now, and save you getting these tiresome pms?

We would definitely like to see the ts + cs for any retention deals, as they seem to differ from the original ts + cs we signed up to and which are shown on your website.

I'd like to chuck in "my two cents" as Kent Brockman would say!

What happened to Samara? When I PM'd her last year she got back to me straight away with a good retention deal!

Bring back Samara thats what I say! (or at least post the retention deals avail as above! )

wifeforlife

MattTaylor wrote: »

Hi all,

I've received a number of PMs requesting offers on recontracting. A better way to do this would be to call our dedicated team on 0845 140 6002 - I can't offer anything that they can't and they have more up to date information than I do. I'm quite happy to look into any service issues, and Cathy2702 - if you PM me a username I can look into those charges for you, but it would definitely be better to talk to the team rather than PMing me for information on new contracts.

Many thanks,

Matt

So do you want me to pm you or not??

I definately do not want a new contract with madasafish, am really unhappy with them since they merged!

Cate

MattTaylor_2

Hi all,

Apologies for the lack of response over the past few days. I understand what you're saying about all the private deals however as I said I'm not able to offer anything that the current team cannot I'm afraid. There were a fair number of retention offers in the past that were actually loss making for us, hence the changes to the process though I am sorry about the hassle.

In addition I can't print details of the offers because there are no set offers - it depends entirely on the circumstances as to what can or can't be offered. There's also the same reason that the PMs remained private.

@Cathy2702 - Yes, please do send a PM in order that I can take a look at those charges for you - I'm not convinced they should all be on there.

I'm more than happy to take a look at any issues with the service or things not happening as they should, I just wanted to make everyone aware regarding recontracting etc.

Quentin

Are the ts + cs for retention deals set individually?

MattTaylor_2

Yes - it depends entirely on what is offered/accepted as to what the terms and conditions would be. Typically it's agreeing to a 12 month contract but I've no doubt there are variations.

Quentin

MattTaylor wrote: »

Yes - it depends entirely on what is offered/accepted as to what the terms and conditions would be.

This sounds a nightmare to administer.

You have one set of ts + cs for all customers when they first sign up, and now tell us that everyone who enters into another 12 month "retention" type deal gets a tailor made contract with individual ts + cs????

No wonder so many unhappy people have reported problems over this.

MattTaylor_2

Ah right my bad there. It's not like there's a separate set of legal terms and conditions different to the ones on the website that are signed up to and agreed with each customer when a 'retention' deal is agreed.

What I have said is that usually there will be an agreement to stay for another 12 months, this is always done on the same terms and conditions as any other 12 month contract - i.e. if you leave before the 12 months is up you pay the remainder of payments owed for subscription.

The reason I said there would be differences is the terms under which the customer agrees to stay for 12 months (i.e. discounts and whatever other incentives that are offered) may well be different each time - depending on circumstances and what the customer agrees to with the agent to whom they are speaking. This does not affect the terms and conditions of the 12 month agreement.

Hope that clears things up.