Problems with Multimax ( again )

[foodie]

We are always being told by Kemal if we have any connection problems, at the time we must ring the Multimax office and report it, I do wish it was so easy. From early this morning our connection has been so slow, I have been unable to watch BBCiplayer etc. It was even impossible to get the Multimax speed test to work. When it did finally load the needle did not move. Still no different at 10.40am. So did what we are supposed to do, phone the office. Tried to talk to the person who picked up the phone who had a couldn't care less attitude ( his name is Gurcan ). Did not want to listen to what my husband was trying to say. Came out with, must be our computer etc. I am afraid a business is only as good as its staff, and I feel Kemal has to look into customer relations with his personel. Who do we report a problem to if they are not interested.

[Marions]

If it is any consolation I am not with Multimax and my internet is slow, so maybe the fault lies in outer space and not on Multimax doorstep. I guess it would be nice to know if this is island wide.

[Deniz1]

Mine is slow too Turkcell 3G

[Lor51]

mine is ok, Multimax

[Halffull]

Mine has been OK all morning - Nethouse

[kbasat]

foodie and marions, I cannot speculate without some further information. Can you both please email me the names your accounts are under and I will surely get to the bottom of it and share my findings here kbasat@multimaxcyprus.com

[sophie]

We're with Extend, ( reported slow connection on Wednesday, Engineers tried to see of there was anything they could do at their end (there wasn't) On Thursday the Engineers arrived at 9.30am, went on to our roof to make adjustment to the dish (storms had done something to it) and had left by 10am. Quick response, problem solved - can't be faulted.

[mimi78]

We are with Multimax . Catalkoy area , often very slow connection , pathetic actually.

[Philoz]

I am in Ozankoy ,and have had no problems recently with Multimax(Cooking on gas in fact!).
I assume those in Catalkoy get their signal from the Cratos,like I do?

One think I have learnt is that,when there is an 'outage' rebooting your antenna by disconnecting the power for 20 secs or so works wonders,as does doing the same to your own router.

In defence of Multimax I must say that the last time that I needed the help line the young lady I spoke to was very helpful and resolved my problem,although it did take me 4 phone calls to get through over a period of several hours,as there was an infrastructure issue which I think Kemal reported on here a couple of weeks ago.

I know that Kemal always says to ring first if you have a problem,the trouble with this is that if there is a general outage,no one can get through to the help line which leads to frustration.

I understand Kemal's logic in that it's not good to have people grumbling on an open forum,which I agree with from a business point of view.

But in the early day's of Multimax,when there was a general outage ,they sent you a text message explaining the problem and the status,which told you that the problem was widespread and not unique to you-on a few occasions this prevented me from completely dismantling my computer to see what the problem was!

For some reason they don't do this anymore?

It would reassure customers that the problem was not at 'their end' and also free up the helpline from unnecessary callers.

Please bring back the text messages Kemal;It will unclog your switchboard and reduce any grumbles on forums-people just like being kept informed,and speaking from a personal point of view I won't ring the office or moan on a forum as long as I have an approximate time-frame for the service being resumed.

[Rambling Rose]

I second Philoz message. It makes sense to me to notify generally for general outages. I think if people realise it is a common problem and reasured it is being dealt with most reasonable types will be patient. Whereas if they dont know what is happening and have no idea of the time frame, they become frustrated (and worried if they are expecting or need to send an important email or message) and if they have to make repeated calls to get info they understandably become impatient. A quick message that there is a general problem enables me, for one, to make an informed judgement as to whether I need to go to the trouble and expense and alternative method of communication, such as phone or borrow a friend's telex.

[kbasat]

philoz, thank you for taking the time to explaining things, I couldnt do it better myself...

Regarding sms'es, this was always a manual process, and it was easy to maintain lists of customers in general, and also a list of customers per basestation etc in the beginning. Now that we have more than 100 basestations, and thousands of customer, it has became a daunting task to keep them updated and we have given up. We are though, currently working on to fully automating this process. Our newly hired programmers are currently integrating our sms system with our customers database, and very soon, sending a general sms, or a group sms will become a one click task and we will utilize it fully. We expect this feature to be available before 2013

We do always suggest that customers call us the moment they have the issue and not from work the next day for example, and we have more than one reason for this. The most important reason is that some problems may be intermittent and these are the most difficult to solve. If we are informed at a later time, trying to identify and fix a problem that is no longer there or not happening at that moment becomes very difficult, sometimes logs give us some clues but most often not, so catching the problem on the act is very important.

Our phone support system is a digital system along with much of everything else, and we have had problems in the past that also affected the phone system (customers could see this as continuous busy, or ringing and nobody picking up), we are also working on an independent system/line that customers can call and a prerecorded message will play informing them about whether there are any known issues with Multimax Network. We expect this feature to be available in Q1 2013.

I actually do not mind at all people sharing their experiences on public forums, we have thousands of customers now and we are bound to have some with problems. If the purpose is to share good and bad experiences with a positive attitude, its all ok. In multimax case though, it serves not much purpose to a solution posting on the forums before exhausting all other means. The only thing that I do not like is some people trying to use the existence of public forums as a leverage.

There are bound to be hiccups here and there, we never claimed to have 100% happy customer base and I think that is almost an impossible task. What we can promise is that we will always do our best to provide you a service that is up to spec. We are also bunch of human beings, if we make a mistake here and there, or miss something, you can be assured that it is not intentional.

@foodie @marions and now @mimi78, I really appreciate if you can email me at kbasat@multimaxcyprus.com with your names so I can find out what is going on with your connections, without this information, I cannot do anything.

K.

[Marions]

Sorry you misread my message - I said I was NOT with M<ultimax - just trying to assure the original poster that the problem was probably NOT mULTIMAX, but cyerbspace being unkind. thanks for the offer, but as I say I am not with you. I just accept that onc ertain days things go slow or haywire or both.

Hope that others with problems get to sort it.

[Lor51]

Nice reply Kemal. You may not have a 100% but you must come pretty close to it.

[kbasat]

Thanks Lor, your recognition of our hard work is really appreciated!

Sorry Marions, I totally misread your post, my bad. So it looks like we have 2 unhappy customers on this forum, and I still do not have email from any one of them to provide any assistance...

K.

[Marions]

Look on the bright side. Maybe the situation has resolved itself! Or maybe they will contac t you tomorrow.

[foodie]

Hi Kemal,
have sent you an email. I only go on the forum each morning that is why I have not answered before now.

[andrew4232]

when i was in business in the UK we used a company called 2sms.com which linked up to our staff data base for sending out bulk messages shame there is nothing like that here or is there ?

[topten]

We have the internet through multimax also the tv system they have, and after trying many other sytems for me they are the best out there.

[sophie]

Andrew 4232, there must be something similar going by the number of text messages I get every week from Turkcell, Digiturk and Cratos hotel. Garanti bank etc. Turkcell even programme their system whereby messages are in English. If anyone knows how to get myself off the Cratos Database I'd by pleased to know. It's like trying to unsubscribe from Readers Digest!!