More pathetic service from Webafrica

After the recent package changes, and the chaos that ensued (with repeated complaints from my side) I was finally contacted in the last week of February.

At the time of the price "reductions" I was changed from my original 3gig normal ADSL account to "data2" account. This I wasn't happy with as there was no saving to us whatsoever, and the only thing we gained was 1 extra gig, which we didn't need at all. After repeated complaints at all levels I was contacted by a gentleman by the name of Hein. He suggested that in order to save money, they could move us from the Data2 package to an account that included the ADSL line, saving would have been approximately R100/month compared with what we currently have in terms of paying Webafrica for the bandwidth and Telkom for the line rental.

I agreed to this, and it was uploaded on the system. I was promised a call during the week to confirm everything and update my router settings. Nothing happened. This was end of February.

The following week I called again, lots of stories about Telkom not having responded to their query to move the ADSL line rental to them blah blah. After this call I contacted either the call centre or Hein twice again, every time some story came up and they promised to "call me back".

Nobody has ever called me since, and now we received billing this morning for guess what? A Data2 account...

I've even given up complaining via e-mail as there is either no response, or some reply to buy more time/excuses. I mean really people, we are already paying a premium amount for your bandwith due to the "service" that you guys so vehemently claim to give, this is about as pathetic a service as one would expect from our parastatals.

I have noticed a staggering drop in the quality of their "help desk".

From the personal service of a year ago, to a robot. Line faults are treated as if I am stupid, and need to be spoonfed, and then followed up with a warning that Telkom will charge me for "unnecessary callouts" if I am indeed the fool they think I am.

WA has gone south, IMHO, and it ain't gonna get no better.

I think everyone should just remove whatever accounts they have left with WA and then we don't mention them again on MyBB. They shall become "the ISP thou shall not name"

Not sure if I will get into trouble for this long post but I had to resort to a snotty email to get a response from WA. Why I ask is this necessary when at the end of the day my request was simple to begin with?

Hi all @ Billing [WA]

This is to let you know I am jumping ship for a while and
testing the deep blue waters out there. To my knowledge this account is
up to date and all outstanding accounting issues have been resolved, right?

Please don't send me an invoice at month end for the new
month [12/Dec], I don't want to go through the motions of resolving silly
paper work @ X-mas time.

K, toodles for now y'all, I'll be back
Please verify this request is closed off thank you,
Regards

xxxxxxxxxxxx

----------------------

From: [email protected] [mailto:[email protected]]
Sent: 27 November 2009 11:08
To: xxxxxxxxxxxxxxxxxx
Subject: RE: #MACxxxxxxxxx - RE: Web Africa Tax Invoice MACxxxxxxxx


Hi xxxxxxx

Please note that the system generates invoices and sends them automatically for future reference. Thank you.
Regards, Luleka Mayikana
Telephone (frontdesk): 0861 555 222
Facsimile: 0861 555 223
Web Africa - Internet Business Solutions - http://www.webafrica.co.za
This ticket is in response to the following, sent on the 26th November 2009:

-------------------

From: xxxxxxxxxxxxx [mailto:xxxxxxxxxxxxxxxxxx]
Sent: 27 November 2009 18:14
To: '[email protected]'
Subject: RE: #MACxxxxxxx - RE: Web Africa Tax Invoice MACxxxxxxxxxxx

Hi Luleka

Fair enough but your reply still evades a clear and concise resolution to my initial request. I must commend you for two reasons by the way: Firstly, taking this matter by the horns with such gusto and verve, it’s astounding. Secondly, for stating that which is glaringly obvious, thank you. We lose so much in translation these days don’t we? C’est la vie.

I can only surmise the reason your system automatically sent off this offending invoice is perhaps because no one from the Accounts Department bothered to respond to my initial email, both automatically or manually for that matter. Can you tell me if Billing actually works for Web Africa or is this a pseudonym for a room full of frustrated clock-watchers who couldn’t be bothered responding to customer queries timeously? It’s been 19days already, come on! Perhaps this also explains why I received a reply from [email protected] and not [email protected], to whom my email was intended.

So here’s to recap seeing as Billing appears to have taken the 5th on the matter. I also noticed my initial email was [...Clipped...] by your server so there are bits missing from this email, for continuity purposes of course.

I informed Billing not to send me an invoice on 09/11/09 because I wanted to venture out into the deep blue sea and test the waters. One would have thought in this day and age of electronic gadgets and wizardry a friendly email from Billing would be forthcoming, to suspend my account temporarily, but no, nothing, nada, zip, zero, and a number of uniquely African euphemisms for a situation like this come to mind. Does this mean I should rather call your reception desk on Monday to make an appointment and come in to your offices to sign off on my account in ink, or would you prefer something more exotic perhaps like spray paint or cement? Both can be arranged at short notice in copious quantities too. There is also a neat trick involving a brown paper bag and a box of matches but I leave it to you, really, just let me know what your policies are suspending accounts, thanks.

While typing this tedious email [I mentioned silly paper work in my initial email to Billing] a thought occurred and seeing as I have Support’s life line now you would be the correct contact to answer this for me. How prudent of you to email me, thanks 

Is there a way for me to “talk” to your system that works automatically via my XXXXXX account to remove the automatic monthly invoicing being emailed to me automatically? It’s not like I haven’t manually tried already because I logged into my account on the dsl.webafrica.co.za domain and could not find any way to disable/terminate/end/expire/suspend/unplug/disable, oh wait I said that already, the account or am I just going blind? It’s fine, you may be brutally honest here, I can take it. You know, I am getting on in my years and my eyes are not what they used to be so I do apologise in advance if I missed it.

One last request from me and I’ll be out of your hair, proverbially speaking of course. Should you stumble across Billing lazing about in the passages or cubicles, or maybe even the water can, ask him or her this hypothetical question. You may need to engage in full-eye contact during this process otherwise he or she may drift off under intense interrogation. I have found the Polygraph method offers the best results though it leaves one a bit shaken afterwards, some have been known to develop wet patches around the groin and arm pit areas, gross I say! Strange that, but who am I to judge? Sorry I digress, my question is:

If a customer doesn’t log into his/her account for month will the automatically generated monthly invoice fall away at the end of every month or will it automatically remain outstanding, with automatic subsequent months thereafter piling up causing heaps of e-waste and messy bytes laying about, automatically of course? From past experience I can emphatically state once an account is outstanding longer than 120 days things get ugly and people usually receive very angry emails in red Verdana Bold size14 text blasting
PLEASE SETTLE OR WE HAND YOU OVER
I have always wondered who you get handed over to but that’s a matter for a different conversation and I have already taken enough of my time typing this bollocks.

Right, I’m off to watch the cricket on telly, it’s a beautiful day, fires going and the ice lolly’s are now melting, thanks, I was so looking forward to them. Please drop me an email once you have a response from Billing, I would really appreciate it, thank you.

Regards
xxxxxxxxxxxxxx
Email: xxxxxxxxxxxxx
MSN: xxxxxxxxxxx
Skype: xxxxxxxxxx
Tel: xxxxxxxxxxxxxx
Fax: xxxxxxxxxxxxxx

------------

Hi xxxxxxxx

Your account is in a R0.00 balance and your account has been canceled as per your request.
Should you have any queries or need any further assistance please let us know.

Have a lovely day
Regards, Melanie du Plessis

Hi Generator Man

Thank you for raising your concerns with us and for giving us the opportunity to resolve it.

I sincerely apologise for the manner your query was handled. We certainly strive to provide a high level of customer service to all our customers. Can you please PM me your client code as I would like to investigate thoroughly why your query was handled poorly.

saixbot said:

One last request from me and I’ll be out of your hair, proverbially speaking of course. Should you stumble across Billing lazing about in the passages or cubicles, or maybe even the water can, ask him or her this hypothetical question. You may need to engage in full-eye contact during this process otherwise he or she may drift off under intense interrogation. I have found the Polygraph method offers the best results though it leaves one a bit shaken afterwards, some have been known to develop wet patches around the groin and arm pit areas, gross I say! Strange that, but who am I to judge? Sorry I digress, my question is:

From past experience I can emphatically state once an account is outstanding longer than 120 days things get ugly and people usually receive very angry emails in red Verdana Bold size14 text blasting
PLEASE SETTLE OR WE HAND YOU OVER
I have always wondered who you get handed over to but that’s a matter for a different conversation and I have already taken enough of my time typing this bollocks.

Click to expand...

ROFL!!!!

ROFL , aah saixbot , you are legend man !!! , made my day reading that

WebAfrica must really look and feel like idiots now. Axxess also just launched their new uncapped packages. WebAfrica is pretty much the only ISP that hasnt done so, and probably will not do so anytime in the near future because its "unsustainable". Hahahaha, I see the fall of WebAfrica coming very soon! So much for being a Tier1 ISP. Didnt help for shizz!

rotflmao

Thanks saixbot, I think you just made my day!

LOL, glad ya'll enjoyed that but to add insult to injury I still receive their blooming invoices on my gmail account, I have a good mind to send that email to [email protected]
Party on!

Hi Generator Man

I am still awaiting your PM so that I can have your client code in order to investigate your query. Once I receive your PM, I will be able to investigate and call you back with feedback.

waIan said:

Hi Generator Man

I am still awaiting your PM so that I can have your client code in order to investigate your query. Once I receive your PM, I will be able to investigate and call you back with feedback.

Click to expand...

He has canceled and bought an unsustainable uncapped account, you are soon going to find that you have very accounts to check up on and you will be out of business within the next 6 months.

How sustainable is a company with no uncapped and high broadband prices in an uncapped environment? That is my question to the rocket scientists over at web africa.

lol @ saixbot.

And, for the record, we dealt with another WA brain cloud today. We had a problem in one department, they blamed another department, and that department pretty much blamed the first one again.

It is sad - just a year ago I was praising WA for the very processes that today I find unbearable.

Hi Moederloos

I apologise for the way your query was handled.

Feedback of this nature is always appreciated as we can only improve from here. Please PM me so that I can personally investigate what your query iss and provide you feedback.

I must give credit where it is due, and waIan, 100 points for effort maaan, builds good character.... still wouldn't want your position if it were offered on a platter though. Hang in there, the grass... well, you know

killadoob said:

He has canceled and bought an unsustainable uncapped account, you are soon going to find that you have very accounts to check up on and you will be out of business within the next 6 months.

How sustainable is a company with no uncapped and high broadband prices in an uncapped environment? That is my question to the rocket scientists over at web africa.

Click to expand...

Your numerous posts to the same tone seem somewhat unnecessarily vindictive and quite honestly childish killadoob, if you choose to not select WA as your provider thats fine, but why are you perpetually trying to run our name down?

Let me provide some further clarity, as was posted on our forums:

- Affordable uncapped that is comparable to the speed and reliability on capped accounts is impossible due to the economics (with SA's current infrastructure). Reports are already coming in confirming this and the user bases are not even loaded yet.

- Will we offer affordable uncapped? We're investigating our options but not rushing into anything, as we need to first and foremost ensure a reliable and quality service to our customers.

Click to expand...

waroop said:

Your numerous posts to the same tone seem somewhat unnecessarily vindictive and quite honestly childish killadoob, if you choose to not select WA as your provider thats fine, but why are you perpetually trying to run our name down?

Let me provide some further clarity, as was posted on our forums:

Click to expand...

Funny im getting the same speeds on my uncapped, that i got on your accounts. Im pretty sure people on myBB would love to see these so called "reports".

hi
ordered a adsl bundle late feb(before the intro of uncapped)
webafrica service has been pathetic possibly worse than telkom.
I have contacted them a few times with still no internet connection and not being able to participate in this limited promos.
Can anyone suggest other providers specialising in bundles and the cost in cancelling.
Should have gone with telkom...

semaphore said:

Funny im getting the same speeds on my uncapped, that i got on your accounts. Im pretty sure people on myBB would love to see these so called "reports".

Click to expand...

I found these ones and that was after only looking for about 2 min. I am sure there are lots more.

http://mybroadband.co.za/vb/showthr...ers-Feedback&p=3731748&viewfull=1#post3731748

http://mybroadband.co.za/vb/showthr...ers-Feedback&p=3732127&viewfull=1#post3732127

http://mybroadband.co.za/vb/showthr...ers-Feedback&p=3732460&viewfull=1#post3732460

http://mybroadband.co.za/vb/showthr...ers-Feedback&p=3732501&viewfull=1#post3732501

http://mybroadband.co.za/vb/showthr...ers-Feedback&p=3742723&viewfull=1#post3742723

http://mybroadband.co.za/vb/showthr...ers-Feedback&p=3733427&viewfull=1#post3733427

Want some more. Thats just in one thread.

And these two are relating to the performance of IS accounts in general after the release of the uncapped accounts:

http://mybroadband.co.za/vb/showthr...ped-service.&p=3739117&viewfull=1#post3739117

http://mybroadband.co.za/vb/showthr...-IS-backbone&p=3734102&viewfull=1#post3734102

We should probably have poll soon, to determine the satisfaction levels of uncapped users... I don't think selectively pulling out posts that have complaints proves anything, other than a lot of people have switched over. It just reminds me of the flood of complaints when Afrihost launched the R29/Gig. You think "what a lot of complaints..." whereas the truth of the matter is "what a lot of new users..." Its human nature, but people are ten times more likely to post about their problems than about their lack of problems.