Web Africa... service going down the drain?

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It looks like the bigger an ISP get the more they find it appropriate to answer the phone or their live online chats whenever they feel like it.

If I have a query (this one being sales) I don't want to hold on the phone for 4 minutes! You either want my business or you don't...
 
I hope you guys are kidding right.. have we forgotten so quickly about the 2 hour telkom waits.. I'll take the 4 minutes anyday
 
I think AcidRazor is being a little ouch on WebAfrica.
 
Thanks for the feedback Acidrazor. I'm sorry to hear you had to sit on hold - I know how frustrating that can be.

We are aware of the slight decline in speed of response, and are currently expanding our teams rapidly to cope with the vast recent demand - just in the past month we have hired 7 new technicians to assist in accommodating this growth and are still looking for more!

However I would like to say at the same time that our email support response stats are sitting at a fairly promising figure and have actually consistently been on the increase. That being said there is most definitely still room for improvement there - improvement that I am confident our customers will be able to enjoy in the near future :)
 
Oh also thought it may be worth mentioning there have also been an influx of issues recently with dsl which have pushed the call-center demand up a bit.
 
Well i have to agree .....

on sunday i wanted to buy more Unshaped Bandwidth ....
They sent me a email stating that my Credit Card did not have enough funds in it :eek: " big news flash for me .. someone hacked my CC and swipped all my cash :confused: lucky not :) ... i had a look and i saw that i was way in the green ...."

I then requested for them to try again " 3 hrs later " still the same error ....
I then waited untill monday to phone them and ask what is going on
the lady said .. well you dont have enough funds .. :eek:

i then requested to change my stuff over to debit order .. she then informed me that they only do debid runs once a month ... " so it makes it impossible to buy bandwidth in the middle of the month"
WebAfrica will loose me as a client :sick:
 
Hi there ,

If you switch over to debit order , it will not affect purchasing of bandwidth at all , you will still be able to purchase bandwidth during the month , it will be automatically aproved and added to your account . The date you select for the debit order to go off , either the 1st of the month or the 15th , the amount will be deducted.

Let me know should you have any further queries.
 
DagegeN said:
I then requested for them to try again " 3 hrs later " still the same error ....
I then waited untill monday to phone them and ask what is going on
the lady said .. well you dont have enough funds .. :eek:

i then requested to change my stuff over to debit order .. she then informed me that they only do debid runs once a month ... " so it makes it impossible to buy bandwidth in the middle of the month"
WebAfrica will loose me as a client :sick:
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Let me see if I understand this right..

Web Africa, asks their bank to withdraw money from your credit card from your bank. The bank sends a response back that you do not have funds :confused:

So because of a problem with the banks, Web Africa's service sucks... Sorry, But no matter how many times I try twist that around in my head it doesn't make any sense at all. :rolleyes:
 
I might have been a bit "ouch" but if this was the first time it happened then I'd let it go. The other day I waited 13 minutes just for a support call. I then phoned again and pressed 0 for the operator and they put me through immediately. Now how does that work? Any explanations?

This being a sales call I would have no doubt said "Ok, I'm used to a 2 hour telkom wait, I'll just sit on my cellphone for that amount of time while I'm looking for other competitors that can service me immediately... oh wait, there is no telkom competition"

Well, WA has competition. And FYI, it' been more than a year that when I phone telkom sales, they answer the phones immediately or within 2 minutes, not hours.

I understand WA has problems, but use technology to your advantage. If I don't have email support and only a bloody browser, I want the online chat feature! I'm not at home or at work and had to get answers from their sales people from an internet cafe and via cellphone...

*sigh*

I'll try them again when I'm at the office
 
Hmmm... maybe time to change the signature then heh AcidRazor?

and I quote:

"Web Africa INSANE PRICE SPECIAL!Web Africa is DEFINATELY my choice!"

After the "problems" you had with them, Im not going to sign-up using your affiliate link?.

Just my 2cent's worth of comment :D
 
I have tried to use their online support twice - both times my query was not answered. I have a sinple question - the web site says 3 java applciations for business hosting - would that be JSP applications (servlets) or applets?

On all 3 occasions, I was first in queue and my question will be answered in 1 minute - i am still waiting.
 
ZA_medic said:
I have tried to use their online support twice - both times my query was not answered. I have a sinple question - the web site says 3 java applciations for business hosting - would that be JSP applications (servlets) or applets?

On all 3 occasions, I was first in queue and my question will be answered in 1 minute - i am still waiting.
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Thats very odd, could you PM me the ticket details and I will investigate for you.

With regards to your query; (I assume you mean on our Linux hosting) Customers are allowed 3 applets.
 
Hey Waroop - I used the Live Assistance, so I dont have a ticket.

Anyways - I am still a fan of your ISP, you are my primary (and only) provider for Prepaid and 10Gb local. I will assume this was a blip - which we all have.

Thanks for the reply - just wish I could find a propper Servlet provider.
 
Thanks for the feedback ZA_medic

ZA_medic said:
Hey Waroop - I used the Live Assistance, so I dont have a ticket.
Click to expand...
Out of interest, did someone respond to you, or did the chat service just not work at all?

ZA_medic said:
Anyways - I am still a fan of your ISP, you are my primary (and only) provider for Prepaid and 10Gb local. I will assume this was a blip - which we all have.
Click to expand...
Thanks for the kudo's and for giving us the benefit of the doubt, it is much appreciated :)

ZA_medic said:
Thanks for the reply - just wish I could find a propper Servlet provider.
Click to expand...
Shared hosting doesnt really mix too well with servlets, those that offer it are few and far between. Your best bet would be to go dedicated, or virtual server (cheaper and better IMO).
 
Umm, basicly it said i was number 1 in the queue, and waited, and waited, and waited, eventualy i got a screen saying I can leave a message.

Tried it again last night - wanted to find out how long it takes your DNS server to update - again, waited and waited and got the screen.

At least your DNS server updated when i woke up this morning.

Thanks for the advice on Servlet hosting, much appriciated.
 
3G_ said:
Hmmm... maybe time to change the signature then heh AcidRazor?

and I quote:

"Web Africa INSANE PRICE SPECIAL!Web Africa is DEFINATELY my choice!"

After the "problems" you had with them, Im not going to sign-up using your affiliate link?.

Just my 2cent's worth of comment :D
Click to expand...

If that were true I would change my signature. Bar the recent slump I still choose Web Africa over any ISP out there. They're dynamic enough to respond very quickly, not only on their own support emails, but to public queries like this one.

So click ahead and order your new *insert what you want* because thus far everything have been 100%. It's just when you're in a pinch and several people shouting at you, you don't want to wait... but thats just me
 
ZA_medic said:
Umm, basicly it said i was number 1 in the queue, and waited, and waited, and waited, eventualy i got a screen saying I can leave a message.

Tried it again last night - wanted to find out how long it takes your DNS server to update - again, waited and waited and got the screen.

At least your DNS server updated when i woke up this morning.

Thanks for the advice on Servlet hosting, much appriciated.
Click to expand...

This is definitely something you guys can improve on. The live help as it sits there is useless because nobody answers it.
 
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