Before I start my complaint I have to say that Web Africa offers a good selection of products at very reasonable prices. I have several accounts for different businesses and use hosting, mail fire and adsl.
The problem is that they just can't seem to get their hosting right. Not the services nor the support for the services.
With regard to services, I am plagued by errors on the new Website Panel that they have moved to. The issues range from arbitrary errors when moving from page to page, to very slow response times after clicking on a link within the panel, right down to features just not working (Application Gallery not allowing a Wordpress installation etc).
With regard to support, I seem to be passed from one incompetent nitwit to the next. Only after a huge amount of complaining am I passed onto senior support which is an absolute pleasure. The kinds of response I get from my email support requests range from the bizarre to the ridiculous. The support person either does not understand the request or has not read the request properly. Or both. But that does not seem to stop them from bumbling around for several days only to come back with an instruction to do something that I did several days before and mentioned it in the first email I sent.
My reactions range from indifference to rage to complete defeat as I try and get an unqualified support person to answer a basic hosting question. Each support request is met with an irrelevant response to seemingly buy time until the query can be passed onto someone who actually knows what they are doing (Thank you Mohammad Cassim).
And so I talk to various heads of departments and each time I get apologies (and the odd discount) but trust me when I say… I don’t want a discount.
I want a service that I am confident to use and resell onto my clients without worry that tomorrow morning some wet eared support person has had a go at fixing a problem and buggered up my services in the process.
Web Africa.. please. Give some serious thought to bringing in an external company to sort out your call centre, train your staff and get rid of the noobs who don’t carry enough logic to actually understand what the client is asking for.