topic Re: Madasafish Customer Service is a disgrace in Plusnet Feedback

Madasafish Customer Service is a disgrace

GistHunter — Fri, 18 Feb 2011 12:59:39 GMT

I've been a Madasafish customer for about 6 years with no problems -- on the one occasion I did need to contact customer service I may have well licked my own feet.
They are utterly incompetent.
The guy I spoke to initially apologised for the lack of service and offered to discount my charges from 29.99 to 19.99 to compensate.
Then I started getting emails indicating I'd gone over my usage.
When I explained the changes they claimed. that I have only 5GB download limit at 14.99 which the discount have been applied to which left a charge of 5.96...........
Not only is the customer service incompetent but they cannot do simple subtraction
If anyone on here -- customer or moderator could give me some advice I'd appreciate it --- technically a good service but no existent customer relations
CHeers
Andy

Re: Madasafish Customer Service is a disgrace

adamwalker — Fri, 18 Feb 2011 13:09:44 GMT

GistHunter,
I'm really sorry for any confusion here. A refund of £19.99 is due as we originally promised max premier on 26/1/11. The upgrade is scheduled in for your next billing date and the refund should reach you within 10 working days.
Rest assured I'll be giving feedback to the agent that gave you the bad advice.
Adam.

Re: Madasafish Customer Service is a disgrace

GistHunter — Fri, 18 Feb 2011 13:18:53 GMT

Hi Adam
Cheers for that - can I just clarify that when I spoke to the advisor on 26/1/10 and agreed the discount and premier max changed which would take place next billing - which was invoice 24887983 on the 5/02/10. This means that I can now ignore the emails indicating I'd gone over my usage limit

Thanks for the speedy response
Andy

Re: Madasafish Customer Service is a disgrace

adamwalker — Fri, 18 Feb 2011 13:22:51 GMT

Not a problem, I'm just sorry this wasn't handled as well as it should have been in the first place.

Re: Madasafish Customer Service is a disgrace

GistHunter — Fri, 18 Feb 2011 16:26:28 GMT

This dropped in my inbox 15:45
Account username: capt.scarlet
Please be aware you have exceeded your included monthly data transfer of
27GB.
An extra 1GB of data transfer has been automatically added to your account
for this month at a charge of £2.00.
If you use up this extra 1GB before the end of the month, another 1GB will
be added at the same cost of £2.00. And so on, until the end of your
billing month.
Email ref: EB330
Is this ok to ignore - or is something else needed?
Andy

Re: Madasafish Customer Service is a disgrace

adamwalker — Thu, 24 Feb 2011 09:26:21 GMT

Hi there,
I've just checked your account and can see that the account change went through fine, let me know if you need me to look into anything else.