Average email response time from Multimax

librarian


Joined: 13/03/2009
Posts: 13

Message Posted:
12/01/2012 11:01

Sent an email to multimax 3 days ago but yet to receive any reply. Tried phoning, keyed in extension for "English", unfortunately the lady on the end of the line was unable to deal with my query, her English and my Turkish not compatible. I'v been impressed with the way multimax have always responded promptly on this forum therefore their lack of response to my email does seem a little slow, which I'm surprised about. Has anyone else had any experiences of email correspondence with the company?

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
12/01/2012 11:22

Response times for any query depends on the the information provided (more information about the issue=faster response times), who will have to deal with the issue (level 1 issues are dealt in a matter of hours, level 3 issues may take days to investigate fully), and the actual workload.



Telephone support may get you a better feeling about response times, but overall, email support should get you faster results.



No emails are in any way intentionally ignored, we will keep a list of all issues and get back to the customers when we have something to say.



Kemal

librarian


Joined: 13/03/2009
Posts: 13

Message Posted:
12/01/2012 12:02

Thanks Kemal, my email consisted of 2 very basic questions and were not of a highly technical nature. 1: Can you provide me with an internet service whilst I retain my existing TV provider? and 2: Can you provide 4mb connection in Zeytinlik?

erolz


Joined: 17/11/2008
Posts: 3456

Message Posted:
12/01/2012 14:46

Librarian I am sure Kemal will give you definative answers to your questions as oon as he gets a chance. In the mean time I will try and answer the questions.

The simple answer to question 1 would be yes. Multimax is an internet provider not a TV provider. However you can these days watch TV over the internet and multimax has configured its networks in various ways as to optimise the ability to view TV content over their internet connection and especially UK online TV content. They guarantee and support the internet connection. They can not guarantee and support TV delivery to you when the problem is not related to their network and outside thier control.

Zeytinlik is in an area covered by MM but it does depend on your exact location. Not every single house in an area covered can be provided with service but most will. So the answer to 2 is probably but until an engineer trys it can not be said definately. If they try and can not there is no charge.

ataturk


Joined: 09/09/2008
Posts: 712

Message Posted:
13/01/2012 22:13

Not sure how everyone else is finding their service but the telephone service is poor and the email customer service non existent. I cant understand how Kemal can say it depends on the nature of the problem, even if you dont have an answer it is good practice to keep your customers updated as an email takes a second to send. Leaving a customer waiting for days for an answer will eventually lose you customers. Its pointless having live chat on your website if you intend to take days to answer people back. The intention is good but the service is poor.

Panchocat


Joined: 29/11/2009
Posts: 1333

Message Posted:
14/01/2012 10:48

Am I seeing a bit of a pattern here today?

Is it a "Let's knock Multimax Day?"



For us, so far, nothing but praise for them.

Izzet



Joined: 01/12/2006
Posts: 920

Message Posted:
14/01/2012 11:49

My average response time from Multimax is less than 1 hour on all occasions



So far on the forum, I have read 20+ positive experiences and only 2 negative experiences.



librarian - If you are not happy with your current internet provider, give Multimax a try. You have nothing to lose except one hour.



Ataturk - As Kemal replied on your own thread, Multimax insists that the problem is within your internal network and as far as I understand, they have proven this to you. I don't understand why you still blaming them!

http://www.cyprus44.com/forums/83579.asp



Izzet

tomsteel


Joined: 22/06/2009
Posts: 482

Message Posted:
14/01/2012 12:41

Top provider/service for me, including German and Hong Kong firms, renowned for their efficiency.