MWEB.co.za review: Overall customer service

Let me start off by saying that I don't usually leave negative reviews.

I have been dealing with Mweb since 2007 and can unequivocally state that they used to be the absolute best as a customer service provider. I remember a time when I could pick up the phone knowing that whatever my query, it will be resolved (in good time). I remember a time when I even missed a payment (not intentionally of course) and was treated with nothing but dignity and respect, rather than the usual threatening tone that you get when dealing with a collections department. I've raved for years about Mweb as I was of the opinion that they were the pinnacle of customer service, and at that point the competitive rates wasn't even a factor, I was Mweb through and through.

Fast forward to present day and it could not be any further from the case. Over the past few years I have had nothing short of nightmare experiences with this company. The processes are archaic, having to spend hours in a call queue only to be sent from pillar to post when you eventually get through to an advisor. Simple things like updating your contact details take up to 48 hours to resolve (IN 2023!).

Don't let me start on the service, there is zero telephone etiquette, its as if every time I have to contact Mweb my spirit is broken just a little bit more. They speak to you as if you are interrupting their day, with empathy being a completely foreign concept. The tone and overall demeanor escapes belief, its unapologetically "I don't care". You as the customer have to objection handle more than anything else. And its not just customer service and tech support, its even the sales team. Earlier in the week I called to enquire about current deals and was treated like I'm an idiot by the salesperson, who simply ignored me when I pointed out how condescending he was being.

@Mweb... I have waxed lyrical and referred you to all my friends and family, from the days of ADSL to LTE and now Fibre, but loyalty can only last if its a mutually beneficial relationship, and the depth of loyalty has reached breaking point, to the degree that am willing to suffer the cumbersome task of seeking out a new ISP while most likely sitting without internet for up to week.

Kind regards,

Mogamat Ghoosain Parker