MULTIMAX compensation for last weeks troubles

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
27/01/2012 00:21

Hello All,

After carefully deliberating what to do regarding last weeks troubles with both Kibtek and Telekom strikes, we have decided that a 7 day extension for all accounts is the most suitable action to take.



Almost all of you know already that it was hell (literally) of a week and Multimax was not to blame for the actions of Kibtek and Telekom and there was no way that we could be prepared (not for a reasonable cost anyway) for the things that had happened.



Regardless, it also does not mean that the end users should take the burden of it all.



We cannot possibly offer a day for every hour of downtime as we normally do in other circumstances, but this is something we can do to share the burden.



Kemal

ps. Please note that it may take several days for this credit to be applied to all accounts so if you are paying monthly and your payment is due, you might want to pay just in case and enjoy your credit on next billing cycle in order to avoid interruptions.

philbailey


Joined: 17/01/2011
Posts: 3534

Message Posted:
27/01/2012 00:24

What a nice and generous gesture

babydoll


Joined: 27/07/2011
Posts: 140

Message Posted:
27/01/2012 02:51

for your a jolly good fellow kemal

Supersnooper


Joined: 27/09/2011
Posts: 295

Message Posted:
27/01/2012 06:29

That is a very generous gesture Kemal, thank you. I think all your customers undertsand what pressure you were under and can I just say that you and your team did a wonderful job in very difficult circumstances. What excellent customer service you offer! Well done! So glad we changed to Multimax!

truffles808


Joined: 16/10/2007
Posts: 183

Message Posted:
27/01/2012 07:11

Thank you for your generosity for a problem out of your control.

scoobydoo


Joined: 10/11/2008
Posts: 2434

Message Posted:
27/01/2012 07:19

Kemal,



Thank you so very much for your offer.



To be fair we had not expected this from you only because it was a situation that was out of your control but never the less, we thank you for your generosity.



Sue

CarrieRBag



Joined: 23/12/2008
Posts: 1374

Message Posted:
27/01/2012 07:19

That is more than generous Kemal. The problems were not of your making so if anyone was expecting compensation I would have been surprised but for you to offer it, willingly, shows just how good Multimax is and how much they value their customers. Well done!

flutterby


Joined: 11/01/2008
Posts: 214

Message Posted:
27/01/2012 07:48

We thank you very much for your very generous offer Kemal. We never expected this as this was totally out of the control of Multimax. May your company go from strength to strength as we are sure it will with the service you provide.

Deniz1


Joined: 28/07/2009
Posts: 3829

Message Posted:
27/01/2012 08:12

At last a company who cares about their customers May you go from strength to strength Most companies here once they get your money they forget about you.

herindoors


Joined: 13/01/2007
Posts: 138

Message Posted:
27/01/2012 08:23

May I add my thanks also for your generosity even though it wasn't your fault. One of the wisest descisions we ever made moving to Multimax, good wishes to you and your staff.

Deniz1


Joined: 28/07/2009
Posts: 3829

Message Posted:
27/01/2012 09:01

INTEGRITY a new word in TRNC ?

jock1



Joined: 06/01/2008
Posts: 3786

Message Posted:
27/01/2012 09:15

Well done Multimax, and i am not signed up with you guys. I wonder if others will take note of this Gesture.

astonhilbilly


Joined: 05/05/2009
Posts: 162

Message Posted:
27/01/2012 09:27

This gesture was most unexpected and more than generous - a BIG thank you Kemal.

susief


Joined: 06/11/2008
Posts: 529

Message Posted:
27/01/2012 09:31

Thank you Kemal. I think most, if not all, Multimax customers appreciate the outages were beyond your control so your gesture is most appreciated. Thank you also for keeping us updated throughout!

stevo1956


Joined: 31/08/2008
Posts: 59

Message Posted:
27/01/2012 09:40

Thanks Kemal, something you did,nt have to do I,m sure, as we all understood the situation.

Its nice to be part of a company that gives a dam.





Steve.

iceman


Joined: 15/08/2008
Posts: 724

Message Posted:
27/01/2012 10:38

It is a nice gesture towards a problem the ISP's had no blame...

I am not a Multimax user myself, but my ISP also showed the same generosity with a text message they sent to their clients on 21/01/2012.

beachsidebum


Joined: 02/03/2010
Posts: 425

Message Posted:
27/01/2012 12:34

Nice one Kemal,, great to see all up and running in super quick time.

Nice to see a company with some compassion for their customers.

muadib


Joined: 19/11/2010
Posts: 74

Message Posted:
27/01/2012 13:15

Many thanks Kemal,i take it that i ignore the reminder text to pay on the 30th

waddo


Joined: 29/11/2008
Posts: 1966

Message Posted:
27/01/2012 14:34

Kemal,



An excellent gesture but as an annual paying customer you have already given me three months for free and I do not see a need for you or your company to have to carry the burden of further loss. If it is not difficult to omit me from an extra 7 days then please do not add this credit to my account.



It was not your fault at all and as a customer I must accept some of the responsibility of loss of service in any case. It was my loss of electric that stopped me getting your service, even when you were providing it, my grudge is with the electricity provider and not with you.



Many thanks for the offer and may you go from strength to strength.

TRNCVaughan


Joined: 27/04/2008
Posts: 4578

Message Posted:
27/01/2012 15:35

A typical generous offer by Multimax. Very good marketing too. Well done.

emineden1


Joined: 22/12/2008
Posts: 512

Message Posted:
27/01/2012 15:49

excellent gesture Kemal, I vote for you to take charge of the housing market.



Thanks

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
27/01/2012 16:01

re msg 19: It is really difficult for us to isolate individuals when doing this kind of comprehensive modifications on accounts.



In addition to technical complexity of the issue, I also find it wrong not to provide the same kind of treatment to customers who pay a year upfront.



In order to determine how much free we give to upfront paying customers, we run a complex set of calculations where we include bank interest rate, time and money we will save by not 'chasing' the customer every month for payment, and elimination of many other problems we may potentially be having with monthly paying customers. This calculations have shown us that an extra 3month free service is justified, and creates a win-win situation for both the customer and us.



Both our customers and we know that the problems that has occurred last week was not Multimax's fault.

(cont)

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
27/01/2012 16:04

Regardless of that fact, the reason we have given customers a 7 day extension is simple: We sell our internet for a period of time (30days, 15 months etc), and our customers were not able to use some of the time (approx 7 days) they were provided because of the things that has happened outside of their control.



This is all.



Kemal

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
27/01/2012 16:17

@emineden1



Thank you for the compliments and no thank you for your offer on housing market



The whole housing market is in this situation because everybody from grocery owner to banker to rubbish collector had thought that it is quite easy and they can make quick and good money from that business.



Let us do what we know best and I am sure one day somebody will show up who knows what they are talking about in that sector too... fingers crossed



K.

kbasat



Joined: 28/07/2011
Posts: 481

Message Posted:
27/01/2012 16:22

The 7 day extension has now been applied to all accounts. Thank you.



Kemal

loulou



Joined: 14/05/2008
Posts: 785

Message Posted:
27/01/2012 16:47

What a nice and generous gesture ,you are a star,if all the companys in the trnc

had the same attitude the place would be a better place,many thanks?|?

waddo


Joined: 29/11/2008
Posts: 1966

Message Posted:
27/01/2012 16:51

Kemal,



I was not trying to be smart or clever or even condescending, with our income I was not trying to pull the "rich boy" stunt and pretend I could afford it more than others. Having been a "provider" myself in the past I was only trying to help - but I do understand the complexity of isolating one account from others.



Still think you provide the best service to all your customers and have proven fair beyond doubt.



Thank you.

carian


Joined: 13/03/2009
Posts: 336

Message Posted:
27/01/2012 17:11

What a pity that there has been nothing from Nethouse, but only 5 months to go before our contract ends and we change to Multimax.

Cazleo


Joined: 06/04/2011
Posts: 232

Message Posted:
27/01/2012 17:56

Dear Kemal



I echo everyone else, it is indeed a very kind offer and I thank you, although as many others have stated I certainly did not hold you accountable for the situation and in addition, you kept us all nformed not only of the situation with MM, but with anything else going on regarding the strikes.



Your customer service is superb, thank you.



Claire

PapaBravo


Joined: 29/12/2009
Posts: 19

Message Posted:
28/01/2012 20:54

Unfortunately, I had just signed a yearly contract with another provider. I am waiting patiently till 6 months is up and will then switch to Multimax.

Deniz1


Joined: 28/07/2009
Posts: 3829

Message Posted:
29/01/2012 08:22

I had an email apology from Nethouse bit i am not with them any more! A friend who is had nothing.

MrsSnakes



Joined: 19/12/2008
Posts: 1100

Message Posted:
29/01/2012 09:40

We heard nothing from Nethouse either!

Groucho



Joined: 26/04/2008
Posts: 7993

Message Posted:
29/01/2012 09:59

Extend did the same via a text message on 21st Jan. Just in case you are an eXtend customer and missed it.

Monica52


Joined: 27/01/2012
Posts: 6

Message Posted:
29/01/2012 10:40

Multimax WAS on our list of possible providers. As a result of your splendid gesture - I will be down next week to open an account. Maybe you could have a word with Dopi TV to show what Customer Service is all about.??



Monica

cyprustimes


Joined: 22/10/2010
Posts: 867

Message Posted:
29/01/2012 12:19

thats why am with mulitmax ,... real service .from a real company ,rest better take note ,