Madasafish Questions/answers (merged threads)

Quentin

MattTaylor wrote: »

i.e. if you leave before the 12 months is up you pay the remainder of payments owed for subscription.

If that is the case, there must be different ts + cs - as new customers aren't tied like this. (And it has always been the maaf boast that you don't tie us in!)

So anybody signing up to a retention deal has much worse conditions than a new customer!

MattTaylor_2

So anybody signing up to a retention deal has much worse conditions than a new customer!

That depends what's been agreed as the terms for the deal though. If people weren't happy with it they wouldn't agree to it.

Quentin

You originally posted:

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.

But then went on to say that if we agree to stay, then we must pay up for the whole unused part of the 12 months should we want to leave??

To go back to the original point, is there any reason why we cannot see the ts + cs for retention deals (which you say are the same as the ones on your website, then contradict that by saying they include a 12 month tie in or payment in lieu - which your website ones do not have)

MattTaylor_2

Apologies for the late reply to this one, I've been chatting to the team leader and the team to find out more about how it all works.

To go back to the original point, is there any reason why we cannot see the ts + cs for retention deals (which you say are the same as the ones on your website, then contradict that by saying they include a 12 month tie in or payment in lieu - which your website ones do not have)

Yes. It's the same reason as originally posted - because they are agreed between customer and agent at the time the agreement is made.

Quentin

So we have come "full circle" on this issue.

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

So we have come "full circle" on this issue.

Apparently so.

This sounds a nightmare to administer.

Not really, we have written records on the account so whichever agent looks at it knows what's going on.

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????

Yes.

No wonder so many unhappy people have reported problems over this

Given the size of the customer base overall I don't think there are that many. I know I'm relatively new here but I haven't actually seen anyone complaining about the terms and conditions of their individual deals. Unless by 'this' you mean something else?

mrJ_5

doesn't really sound that difficult to administer to me.... customer agrees to stay with MAAF for X months and gets the package for £X a month, or, £A for X months then £B for Y months, or, if I want a new modem for whatever reason then I would pay £X a month

the actual terms will stay the same, just the contract length and pricing will vary


I would assume that those whom tie themselves in for longer, ie. 18 or 24 months (don't know if it's possible, but could be if 'tailor made') they would get a better deal than those tied in for 12.

These details would be on the customer's file, so MAAF can look at them, no doubt saving the telephone call to confirm at a later date, and details can probably be emailed out or confirmed by post at a simple push of a button.



The ones that probably are unhappy, are those that go to the website and see a new lower price to the one they agreed to and want that too. The trouble is, customers don't get switched to a lower price as they could turn into being loss making instead of just profit making by not fulfilling their original contract.

If people try to cancel or request a MAC before the contract expires, then I guess that would be why the defered charges are appearing, as technically they haven't completed their contract. Agreeing to a new contract will bring new charges to be defered if you cancel early.

frugallass

I subscribe to this thread to remind myself how lucky I was to get out of my contract after only 2 miserable months with MAAF - their computer systems were atrocious and the majority of the South African staff (although well-intentional and irritatingly polite) were utterly useless when it came to dealing with a problem.

"the computer says no" springs to mind

I moved from MAAF to the Post Office - their British operators are extremely helpful, knowledgable and literate - my direct debit payments are taken without any problems and my connection has hardly ever failed - the one time it did fail, an engineer came out within 24 hours and fixed a corroded telephone wire outside

so for any of you thinking about staying or moving to MAAF, all I can say is....:rotfl::rotfl::rotfl::rotfl:

Quentin

Well, the deal we were originally given to stop us moving on continued the maaf policy of not tying us into a 12 month contract.

(Should we want out after getting a "special" (cheaper than advertised) rate for staying with you, we could - on payment back to you of the discount given)

When did that change? And why weren't we ever told?

It does seem an anomaly that your published ts + cs don't have a tie in, but your agents can set up individual ones over the phone when retaining "loyal" customers.

And do they really go through them over the phone when doing these deals? Posts in this thread suggest otherwise.

didier153

About a week ago, I signed up to Madasafish broadband after the provider was recommended to me by a PC technician.

I was asked which email address I wanted updates (regarding the set up etc) to be sent to. I chose my madasafish email address. However, when trying to log in to see when service will go live I get the following message:

Your current settings do not allow access to Webmail outside our network

I rang 08000 13 2302 to find out what to do to access my email. I was told I had to pay 4p a minute to get this information! I rang the 0844 number given to me but the number didn't exist (i obviously misheard).

I then decided to email customer service, gave them my aol email address and requested an update be sent to that email address instead. This was friday afternoon (7th Nov). It is now Sunday 9th and I am still none the wiser.

Not a very good start as far as I am concerned. So if you're thinking registering with Madasafish, think twice. Customer care: what customer care?