Afrihost and poor service

AfriGuy said:
We aren't here specifically to deal with complaints, our Support team are an extremely capable and dedicated team of rock stars. AfriMan, AfriGirl and myself are here (as are our relevant Social Media teams) to communicate, chat and help our clients where ever we possibly can.

This issue needs to be resolved by Telkom. If we could flip a switch or do maintenance ourselves it would be sorted out already. This isn't the case here though.
Click to expand...

nice sidestep there

if you were only dealing with communication and chat I'm sure one rep would be sufficient. I've been on this forum long enough to see how AfriMan's workload increased with the number of complaints he was having to handle that your so call team of rock stars couldn't get fixed, I'm not talking about one specific Telkom issue here, my own personal experience with your rock stars is that half the time the left hand doesn't know what the right hand is doing. I've complained to AfriMan in the past that your current system is inefficient as you never have a single point of contact, I've had so many of your rock stars dealing with a problem in the past that I lost count of how many I dealt with, as every time you deal with support a different person responds to your ticket.

Your rock stars in my mind are probably very hard working [-]amateurs[/-] juniors like most tech support staff (good tech support is hard to find), but unless it's a simple fault they lack the wherewithal to actually resolve a problem and from the customer perspective the issue gets passed from pillar to post leading to client frustration as has become evidenced in many other threads such as this one.

If you guys continue to maintain your denial that your service levels are dropping you will lose clients, I'm seriously considering leaving as soon as I get back to Jozi next week.

I've always been a firm AH supporter in the past, but watching the number of threads popping up with regards your service levels and pricing and some of my service issues in the past I'm now no longer as vocal in my support of you guys on this forum as I used to be.
 
Gary Waterworth said:
So after getting Your PM Afriguy ( on 2/1/2014 ) and the assurance the call was being worked on I have now phoned Telkom to find out the call was actually closed on 31 Dec 2013. Congratulations for Lying to me . How can a F..... call be looked at when it has been closed 2 days previously.

Copy Of Email Sent to your support email addy

OK I am totally and utterly sick and tired of Afrihost now.
Expect me to troll Afrihost at every opportunity I get in the online forums as obviously support is not something you are geared to do.

Despite me getting promises that the call was being looked at and monitored by Afrihost the call was closed by telkom on 31st December.
I dont get a single ****ing call from either yourselves or Telkom. Neither has anything been done to fix the line. It is still dropping ADSL sync every 30 minutes to an hour.

I have wasted hours of my ****ing time doing your work.

Please get your senior management to phone me. I have no interest in talking to a team manager or the worker bees.

Regards
Gary Waterworth
011 – xxx - xxxx
Click to expand...

Just check the status of your ticket on Telkom ' s site and if it's closed, let ah know. Also it doesn't help complaining to them about telkom' s service, they know that Telkom service is bad.
 
vicv said:
Also it doesn't help complaining to them about telkom' s service, they know that Telkom service is bad.
Click to expand...

And they probably can't say it straight out either, as a business partner, and professional organisation.

From the outside looking in, I blame Telkom. Why would they simply close the ticket because they did not receive a response in time from Afrihost? A ticket is only to be closed once it is resolved, or once a reasonable amount of time has passed and no response has been received from the client, after multiple attempts to get a response.

Telkom is notorious for closing faults without resolving them. This is their standard practise, especially on more complicated faults that their agents want to brush off and make someone else's problem.

The fact that AfriGuy et al are here, responding to clients frustrations (and verbal abuse), is enough for me to cut them some slack. They're at least trying to make an effort. Besides, trying resolve things like this between 25th Dec and 2 Jan was going to be a long shot in any case, especially when working through a layer of indirection as pathetic as Telkom Support.
 
Gary Waterworth said:
You seemed to have missed the point. In this case my telkom call was closed because feedback that was requested by them was not provided by afrihost even though i provided feedback the day before. This whole scenario is a afrihost f up. Also i was lied to in a pm here. I was told they were working in the fault where actually telkom had allready closed the failt a few days prev
Click to expand...

If this is the case we'd need to investigate this separately to see what happened here.
I did not lie to you via PM, our team had the fault open with our system saying we were looking at it. I'll escalate this for you.
 
Ol' Mean Bastid said:
nice sidestep there

if you were only dealing with communication and chat I'm sure one rep would be sufficient. I've been on this forum long enough to see how AfriMan's workload increased with the number of complaints he was having to handle that your so call team of rock stars couldn't get fixed, I'm not talking about one specific Telkom issue here, my own personal experience with your rock stars is that half the time the left hand doesn't know what the right hand is doing. I've complained to AfriMan in the past that your current system is inefficient as you never have a single point of contact, I've had so many of your rock stars dealing with a problem in the past that I lost count of how many I dealt with, as every time you deal with support a different person responds to your ticket.

Your rock stars in my mind are probably very hard working [-]amateurs[/-] juniors like most tech support staff (good tech support is hard to find), but unless it's a simple fault they lack the wherewithal to actually resolve a problem and from the customer perspective the issue gets passed from pillar to post leading to client frustration as has become evidenced in many other threads such as this one.

If you guys continue to maintain your denial that your service levels are dropping you will lose clients, I'm seriously considering leaving as soon as I get back to Jozi next week.

I've always been a firm AH supporter in the past, but watching the number of threads popping up with regards your service levels and pricing and some of my service issues in the past I'm now no longer as vocal in my support of you guys on this forum as I used to be.
Click to expand...

Sorry that you feel this way, but I really don't think it's fair or necessary to comment our Support team. They have my utmost respect, they go the extra mile for every single client - I'm amazed at how well they work. If the experience has been different for you then I apologise - but it's not necessary to throw a blanket generalisation our our team. Without our Support team Afrihost wouldn't be what it is today.

If you have extra points to add please do so via PM as the thread is going off topic.
 
Well said :), and thanks AfriGuy/AfriGirl for assisting with my issue, will be testing if it helped this weekend.
 
@Afrihost I have submitted a request to unbundle my line from Afrihost back to Telkom. It seems I have to communicate with Telkom directly anyway whenever I have a fault instead of Afrihost doing what they are being paid for. When I do decide to comment on threads about Afrihost support levels , do not expect positive comments.

@vicv : Afrihost were being paid to do it. WTH should I do what they are being paid to do.
 
Gary Waterworth said:
@Afrihost I have submitted a request to unbundle my line from Afrihost back to Telkom. It seems I have to communicate with Telkom directly anyway whenever I have a fault instead of Afrihost doing what they are being paid for. When I do decide to comment on threads about Afrihost support levels , do not expect positive comments.

@vicv : Afrihost were being paid to do it. WTH should I do what they are being paid to do.
Click to expand...

Because they have no access to Telkom ' s infrastructure. There' s nothing they can do really.
 
vicv said:
Because they have no access to Telkom ' s infrastructure. There' s nothing they can do really.
Click to expand...

There is actually. They are supposed to be escalating faults. Fighting to get technicians sent out. It took them 3 days to notice that a Telkom call had been closed because they never supplied required feedback to Telkom and only after I told Afrihost the Telkom call was closed. Sorry as part of them "owning" the line they are supposed to be handling the communication to and fro the actual provider. Something that was not done in my case.

I asked the Telkom rep for all the instances when feedback or inquiries had been made on my line by Afrihost and lo and behold it was a LOT leess than what I had been led to believe by Afrihost. It took 2 days for them to actually open a call with telkom and 3 telephone calls to Afrihost in which each time teh Afrihost consultant said it would be done.

After "talking" to Telkom I managed to get a technician onsite at my house the next morning. Something that Afrihost never managed to do since the 20th.

If Afrihost want me to talk direct to Telkom ( Doing what they should be doing ) I will happily charge them time and materials rate that we bill our clients.
 
Last edited:
And the closing summary

2 more calls were opened and closed ( resolved when in fact they were now ) after 2 days by Telkom with no help from Afrihost.

I bundled this line with Afrihost so that I WOULD NOT HAVE TO TALK to Telkom, but when things actually need to be done Afrihost has no intention of doing the talking to Telkom bit.

My line is now being removed from Afrihost because I see no need in supporting a company when they have no intention of doing the liasing which they are being paid for.

After talking to Telkom direct I managed to get the problem resolved in 3 days where Afrihost could not do the same in 16+ days.
 
I dunno about you guys but I have a free account and they treat me like a premium member, thinking of getting an Afrihost secondary account just incase Telkom has another one of these network issues for weeks on end.
I've had 2 issues trying to get my account working and they were both fixed in record time. Not to mention their friendly, witty agents.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X