Wednesday, 22 August 2012

Madasacustomer



I never expected to be posting something about Madasafish. As a minor customer but of many years' standing and originally with FreeNetName,  I have never had a bad word to say about Madasafish since they took over and PlusNet took them over, except for that silly name. I always thought they needed to grow-up their name (as a USian may say) but their provision of some web space and email services had never given a moment's trouble so I accepted them as quirky. Until now.

I closed a bank account at short notice. I asked the bank to advise Direct Debit originators of new bank details. They refused and simply cancelled the DDs. (HSBC at its least wonderful - another story: about the decline in banking.)

Thu, 16 Aug 2012 09:42:12 Email from Madasafish: my DD has been cancelled. "Future subscription payments will be taken using the card details saved for your account." You have card details? Okay.

Mon, 20 Aug 2012 10:01:29 Email from Madasafish: "Unfortunately, we've not received the regular Direct Debit payment for your Madasafish account. This was due on 11/08/2012." Well, derr, you just told me the DD has been cancelled. Do you mean "we have no Card details on file so that failed too"?

Mon, 20 Aug 2012 11:55:20 Email from Madasafish: confirms DD is being set up. A good boy, I went online and caused that. Was a bit puzzled by the frequent error boxes telling me some of the page content was insecure. Did I want to see that too? Using IE9-64. Isn't that up-to-date enough?

Mon, 20 Aug 2012 11:57:43 Email from Madasafish: "We've successfully taken an outstanding payment of £2.50 for your service." I caused that online too, I think. MasterCard Securecode dumped me onto a Madasafish error page rather than a proper landing page but on checking my mad..fish account, the payment seems to have been processed.

Mon, 20 Aug 2012 13:44:20 Email from Madasafish: "We couldn't take a payment for your Madasafish account." WTF? I'm going to ignore this. I'll bet their accounts system has its knickers in a twist.

Monday, 13:45 SMS from Madasafish: "We couldn't take a payment.." I know.

Mon, 20 Aug 2012 13:47:44 Email from Madasafish: "We've successfully taken an outstanding payment of £ for your service." That won't buy much.

Monday, 13:48 SMS from Madasafish: "thank you, the payment..was successful" So you said.


I raised tickets about these happenings. Wednesday's reply message?
"I have checked [and] it appears the payment you made went through twice so I have arranged for a refund for one of the £2.50 charges." Thanks for that, Bill.

The moment a person intervenes, good sense can prevail but it's interesting to note that despite the barrage of messages from Madasafish, the messages do not reflect what actually happened.

I'm probably going to be told I am too harsh and "things like that happen sometimes" and "I was unlucky to be at the unlikely juxtaposition of a handful of coincidental glitches" but really, I don't care. I don't expect to see such a buggers muddle from anyone, let alone an ISP.

Madasafish is a trading name of PlusNet plc

3 comments:

  1. Update 22/8...email from a Ticket handler, the gist of which is that they have direct debit details but as the bank hasn't confirmed them, their system still behaves as if there are none. Though this is undoubtedly how their system works, an admission that this is WRONG and STUPID would have been better. A new DD state 'awaiting confirmation' ought to have been implemented long ago.

    That it takes 10-14 days to complete this DD confirmation process in this day-and-age is also ridiculous (incompetent banks again?) but, like many companies who have lived too long with stupid slow processes, they simply accept them as they are, apparently without question.

    Customers with a brain will assume their systems are creakingly old and their staff rigidly obeying an inflexible mindset where the company is never wrong and nothing can be changed.

    One last thing Madasafish. You have sent me a huge dungpile of emails, most of them wrong or simply inaccurate. But do you know what is RUDE and VERY ANNOYING for customers? I WANT TO REPLY TO AN EMAIL WITH AN EMAIL (Perhaps I should treat yours as you do mine and simply filter them into a black hole. How does that make you feel?).

    Refusing incoming email WHEN YOU SEND IT IN SPADES is rude, no better than a spammer, and simply shows that you don't have the first idea about Customer Service nor the skill to put together an email system which accepts messages with a valid ticket number and/or registered email, for example. I have to converse with you on a website? You are an ISP for goodness sake. Don't you know how to implement email filters?

    There again, so many of the emails you sent me were simply wrong, you would no doubt be overwhelmed by an avalanche of queries. You solution to this is wrong and I shall never again call your premium phone line.

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  2. Thu 23 Aug 12 10:12 Email from Madasafish. You are not going to believe this... "we've noticed you don't have any payment details setup.." Shoot me now!

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