Whirlpool

I've got a complaint against Netspace Accounts which has not been resolved and it's been days already.

I have been told i will get a call from Netspace within 2 days with my case being top of the priority list, yet after 4 working days, still nothing from them.

My complaint was that i have been overcharged twice despite calling them to disconnect my internet services with them months ago. Yet they wouldnt refund those charges.

Does Netspace have a policy for complaints? i would like to know.

if i don't get a call tomorrow, next step would be the Ombudsman?

I would post the RT number here and a Netspace rep will take a look at it.

You may have to call them back, they have other work to do as well, theres not 5 people for every customer there.

The Sunchaser writes...

Does Netspace have a policy for complaints?

Look on their website.

Nothing on their website.

I don't have any RT number as it was a phone call made. I was told i would definitely get a phone call in the next 2 working days. 5 working days have now passed. I explicitly asked them what would happen if i dont get a call in the next 2 working days and i was told I WILL get a call in the next 2 days. Are you sure? YES Definitely, your case has been put on the top of the Priority list.

Problem is, the more days go by, the less likely i will get a refund. cos they will come back and say, we are already end of the month bla bla bla.

Give them a call? waste hours of my time at work again so that they can tell me that they would call me back??

Here's what you need to read.

http://netspace.net.au/pdfs/sfoa/complaints_policy.pdf

Hi The Sunchaser,

I've sent you a whim in response to your post.

Regards

Kelly

Hi The Sunchaser,

Thanks for taking the call..

As discussed I'll keep an eye on this but it looks like we've been able to resolve this for you.

Please contact me should you need any further assistance.

Regards

Kelly

very much appreciated.
i like the way isp reps get things resolved quickly.

The Sunchaser writes...

very much appreciated.

i like the way isp reps get things resolved quickly.

Just remember that Whirlpool is not an official support means for Netspace.

Pumpkin Eater writes...

Just remember that Whirlpool is not an official support means for Netspace.

And yet the OP tried to resolve matters with Netspace at first before coming here and getting something sorted fairly quickly.

It may not be official but these forums can be a good way to get help with a problem when the ISP is not responding.

Sure you shouldn't expect to have your problem with an ISP resolved here, but if it doesn't happen where you expect (communicating directly with the ISP) you may get some help here.

Glad your problem was resolved one way or another OP.

Good Luck in getting a reply. I have opened 3 complaints through there support section their site. 4 weeks later and still no reply to any of the complaints. The problem is that Netspace have put my brothers name as 1 my account owners. He never gave permission. So i am really angry with netspace at the moment. They have the worst customer support for a ISP i have ever seen. And i have been with a few.

How long is the wait for phone tech support??. If it is anything like the web site support I am better off going to another ISP, But I can't because i am locked with this low quality ISP.

I have had a Gutfull of Netspaces bad customer service. I think this is going to be my last month because they refuse to reply to emails/complaints.

I will move to iInet as they have free pipe free xbox market place/live and free steam content from their 3FL server. Also they are cheaper and have adsl2+ available at my exchang. Netspace will have to take me to court if they think they are going to get $1200 for disconnecting from them

Hi Mojoman Marauder,

I've sent you a whim in response to your post.

Regards

Kelly

Kelly (NS Customer Service) writes...

Hi Mojoman Marauder,

Thanks for your whim but it is too late i subitted my application to iinet yesterday.

5 weeks to late I'm afraid. I do give you credit for been the only reply i have received from Netspace in 5 weeks.

Kelly can i ask how a company of the size of Netspace has this issue ?

I hope you guys relise how much of a bad name it give you folks since main payment of adsl service or home phone is direct debit via credit or bank account?

This a regular issue in these forums a simple search tells it all..

I know you and others are doing a great job fixing it but prevention is better then cure...

Just something for you guys to think about it....

GotMe? writes...

Kelly can i ask how a company of the size of Netspace has this issue ?

Given this fella claims to have lodged 3 support requests and cannot post a single Ticket# here, then it may just be a troll. Everytime someone has posted a legit Ticket# they've pretty much had it sorted out. This poster is very sus.

Rex writes...

Given this fella claims to have lodged 3 support requests and cannot post a single Ticket#

I assume that you are talking about me. How do i find my support ticket numbers???? Why would i make stuff like this up for no reason. I logged into support and i can't see my support tickets anywhere or i would of posted them.

You get a support ticket number every time you email netspace or call them, and its sent your email address

I once rang support about an issue, and it turned out to be an issue with my router and it was fixed (following their instructions) straight away.

I recieved an email about it with the support number in it. Even though the issue was fixed.

Mojoman Marauder writes...

but it is too late i subitted my application to iinet yesterday.

Must of heard about the free xbox downloads.....

Pumpkin Eater writes...

Must of heard about the free xbox downloads.

Yes that is 1 reason + free steam content from 3FL server.

The Kitchen Sink writes...

You get a support ticket number every time you email netspace or call them, and its sent your email address

I must of not noticed the support number. No matter my churn to another ISP is scheduled to be finished by tuesday

I wonder if the iinet prices will be going up due to the court case in regard to illegal downloading??

Pumpkin Eater writes...

I wonder if the iinet prices will be going up due to the court case in regard to illegal downloading??

I hope not as $139.90 Voip Home 7 package is higher enough price.