Madasafish Questions/answers (merged threads)

sloughflint

I know that I'm thinking about leaving MAAF but I think we should remember how nice it's been to have a representative on this forum helping us out and spending much time responding to us publically and privately. There are no other threads represented by other BB providers as far as I'm aware. Let's not forget that.

Quentin

Madasafish_Customer_Care wrote:

Quentin and Cheghead,

I'm doing my best to help here.


Quentin - please can you PM me your Madasafish username as I am very concerned about the derogatory comments you have made about our service.

I have also done my best to help cut out the confusion recently about the legality of maaf's wrong advice to customers wanting to leave with regard to when they can give in notice and maaf making them stay an extra month (wrongly saying you cannot give notice to quit until your 12 months are up - making your customers believe that the minimum contract is in effect 13 months) - and maaf saying they must pay another full month if their notice period crosses over into a new billing period.

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Sorry that you have taken my comments as derogatory. (Dictionary definition "intentionally offensive" - no-one should post anything offensive, and I am offended by the accusation!)

(In truth I cannot find any - maybe you could point them out to me)

Well I suppose the word "hopeless" could be taken by maaf as derogatory in post #796 (though definitely not intended to be, I would say it is truly hopeless that a company tells its customers that they are unable to issue a replacement invoice when they have made an error in the original) - so this was in context to that particular problem.

My other recent topic has been the issue over the way you (Madasafish) are telling customers that if they reach another billing period whilst serving their 28 day notice period they must pay another full month.

You have insisted that you (Madasafish) are in the right over this, and that there is an "enforceable clause" to back you up.

I politely asked where this clause is, but you (Samara) did not reply with its location. We can only draw our own conclusion over this that in fact maaf have been "enforcing" this (according to daveybuk by saying we set our debt collectors on you if you don't pay) when there is in fact no clause at all! I have quoted your contract regarding termination which does say that all we need to do is give you 28 days notice at any time if we want to quit.

Regarding your offer to review my account, I have some time to go before completing my minimum period, and you will understand my reticence to let you at my account (following your "I'm not interested in you" post (#765) - still waiting to hear what all that is about!)

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To echo the above post from sloughflint, it is good of maaf to provide us with your help, and there is no doubt we do get considerable help from you - though as you know I am concerned that the high standards we get when reporting problems here are not the norm that is given when customers go through the advertised customer service channel.

Madasafish_Customer_Care

Quentin,

It would be entirely inappropriate for me to do anything untoward to any account that we hold.

I can tell you that our CEO is now involved with this issue and is very concerned by your suggestion that we would do anything unprofessional with your account.

He has asked me to investigate the following:

(i) Any issue you may have regarding the quality of service we provide you.

(ii) Any issue you may have regarding our billing procedures.

We care desperately about our customers and the quality of service we provide. Sometimes we don’t get it right and we are always sincerely sorry for this. If having reviewed all aspects of your account we conclude that we have fallen short of our very high standards, we will provide you a MAC so that you can migrate to another service provider and waive any early termination fees.

I repeat that I am here to assist our customers and resolve service issues and I can only do so when I have the correct details to locate the account.

Please PM me your Madasafish username.

Kind regards,

Samara

Gambler

Just wondering if there are any 'special deals' to retain customers. I am coming to the end of my 12 month contract shortly.

And £16.99 per month doesn't seem as competitive in the current climate.


Thanks

Madasafish_Customer_Care

Hi Gambler,

I'm more than happy to review your account and see what the best deal is that we can offer for your usage.

Could you please PM me your Madasafish username and I'll be back shortly with a PM for you.

Kind regards,
Samara

GaryS

It would seem that MAAF are getting a bit of stick over recent days, so I thought that this would be a suitable time to add my thoughts:

I have been with Freenetname / MAAF since 1999 and have always been very pleased with service and reliability both on dialup in the old days and now on broadband.

The very few problems encountered have always been dealt with fast and efficiently, and all staff spoken to have been very knowledgable.
I work in IT and can sort out most issues myself, so it was good to speak to a Customer Services Dept that knew what they were talking about.

I have on more than one occasion been offered a very good deal to extend my contract for another year and look forward to doing so again.

The_Bloodster

Madasafish_Customer_Care wrote:

Hi Bloodster,

I sent you a PM yesterday at 11:13 AM to say that I've put two new microfilters in the post for you. I put them in yesterday's post and I would expect for you to get them by the end of the week at the very latest.

Microfilters have been known to become faulty over time.

Could you please use these to replace your existing microfilters?

Could you also confirm that you received my PM okay?

Thanks!

Kind regards,
Samara

Hi Samara

Sorry I didn't realise I had a PM or two as I have now discovered. I'm too used to getting a pop up message when I get a PM on another forum and thought this site did it too - obviously not!! I apologise and yes I have received the new microfilters this morning and hopefully will have more success with these. The connection so far tonight has been very stable and 4 lights have been staying on constantly - which seems good!!

Should I be turning my modem off each night out of interest and would this have contributed to the problem?

I will keep you updated!

Thanks again

Gambler

The_Bloodster wrote:

Hi Samara

Sorry I didn't realise I had a PM or two as I have now discovered. I'm too used to getting a pop up message when I get a PM on another forum and thought this site did it too - obviously not!! I apologise and yes I have received the new microfilters this morning and hopefully will have more success with these. The connection so far tonight has been very stable and 4 lights have been staying on constantly - which seems good!!

Should I be turning my modem off each night out of interest and would this have contributed to the problem?

I will keep you updated!

Thanks again

This site does have pop ups for PM's.

And I switch my modem off every night, with no problems.

The_Bloodster

I will start switching it off then, I tend to leave it on and I can't imagine it helps leaving it on all the time even when the PC is off!!

There must be a setting for the site to alert you to a PM - I'm off to have a look...............

Gambler

The_Bloodster wrote:

I will start switching it off then, I tend to leave it on and I can't imagine it helps leaving it on all the time even when the PC is off!!

There must be a setting for the site to alert you to a PM - I'm off to have a look...............

try here mate, your options:

http://forums.moneysavingexpert.com/profile.html?do=editoptions