Afrihost Business Uncapped Feedback - 2

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Anyone having problems? My internet died and now getting incorrect username or password.
 
Anyone else losing service? Dropped for around 5 minutes twice this morning. Doesn't seem to be my line though?
 
PurSpyk!! said:
But if I am paying and not getting the service because you have not allocated enough capacity, then surely my money has not been spent on upgrades, and therefore I should be refunded. As the other client said Uncapped business users are always excluded fro the special offers , gifts etc.

If my business does not provide the service I offer, I will provide a refund or come to come kind of agreement so we can continue, this is not happening here. At the end of the day a companies reputation will give you far more business from returning customers, and create a loyal following.
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I think the point I've made a few times is that it would be different if the growth in demand was in line with a growth in revenue from new clients, this would be different. However demand is growing at a rate much faster and we're having to invest in order to secure new capacity, which is not in line with revenue growth. We're happy to do so, but we're talking about ongoing costs, not a once off fee, so we need to ensure that this is feasible in the long term. To make that kind of investment (we're talking about millions of rands here), and to consider blanket refunds at the same time is just simply not feasible at all.

Business clients have received Mystery discounts in the past, but I couldn't say right now whether that is planned for the moment.
 
Rohan said:
Anyone having problems? My internet died and now getting incorrect username or password.
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Drop me a PM so I can check for you. Your router may have defaulted to old settings if the exchange reset the port when it came back up (if you have an old Telkom router, for instance)
 
I34z1k said:
Anyone else losing service? Dropped for around 5 minutes twice this morning. Doesn't seem to be my line though?
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We'll need to take a closer look to see whether your account is dropping on our side.

Drop me a PM so I can check your connection logs.
 
Please help me out Afri* XDP-407-51993, it looks like getting hold of the correct people is impossible, or they just don't care. 10 days until my D-Day
 
MaxST said:
Please help me out Afri* XDP-407-51993, it looks like getting hold of the correct people is impossible, or they just don't care. 10 days until my D-Day
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Sorry about the delays.
Regarding a refund, I don't think something can be arranged at this stage though. In the past, Management have passed on savings - I'm not sure if anything has been confirmed at this stage.
 
AfriGuy said:
Sorry about the delays.
Regarding a refund, I don't think something can be arranged at this stage though. In the past, Management have passed on savings - I'm not sure if anything has been confirmed at this stage.
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Please don't take this the wrong way but, as I've stated in my ticket, I would like someone with the authority to grant my request to answer my ticket. The only replies that I am getting are "No, this cannot be done" and I will accept that, if I can get an answer to why it cannot be done. I feel that I am within my bounds to claim, mainly because I am within the 60 day double your money back period. I have already gone into this in PM's so there is no point in me arguing my point again. All that I am requesting is that somebody with the authority to grant my request actually read my support ticket and respond with a Yes or No or alternate solution. If the answer is no, I would like to know why.
 
MaxST said:
Please don't take this the wrong way but, as I've stated in my ticket, I would like someone with the authority to grant my request to answer my ticket. The only replies that I am getting are "No, this cannot be done" and I will accept that, if I can get an answer to why it cannot be done. I feel that I am within my bounds to claim, mainly because I am within the 60 day double your money back period. I have already gone into this in PM's so there is no point in me arguing my point again. All that I am requesting is that somebody with the authority to grant my request actually read my support ticket and respond with a Yes or No or alternate solution. If the answer is no, I would like to know why.
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Anyone will give you the same answer, and while I know it's not what you want to hear.
If any form of compensation is going to be processed, it'll be done in batches and automated. We cannot grant one credit/ refund.
 
AfriGuy said:
Anyone will give you the same answer, and while I know it's not what you want to hear.
If any form of compensation is going to be processed, it'll be done in batches and automated. We cannot grant one credit/ refund.
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Something smells very fishy here... the customer says he is within the "60 day double your money back period"... yet Afrihost are not willing to honour? Am I understanding correctly?
 
BGE said:
Something smells very fishy here... the customer says he is within the "60 day double your money back period"... yet Afrihost are not willing to honour? Am I understanding correctly?
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No, we'll gladly process the claim as per usual :)
 
BGE said:
Something smells very fishy here... the customer says he is within the "60 day double your money back period"... yet Afrihost are not willing to honour? Am I understanding correctly?
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The issue is that I do not want to be forced to cancel and not be able to come back to the service when all the issues are sorted out. What I am suggesting is that I get 1 month free, pause my account, and I'll return when the service is 100%, or an extension on the 60 days to properly evaluate the service.

In simple maths.

Afrihost pays me double my money back at about R1500 and they lose a customer
My suggestion... Afrihost credits me R396 and keeps a customer. (when the service returns to normal)
 
MaxST said:
The issue is that I do not want to be forced to cancel and not be able to come back to the service when all the issues are sorted out. What I am suggesting is that I get 1 month free, pause my account, and I'll return when the service is 100%, or an extension on the 60 days to properly evaluate the service.

In simple maths.

Afrihost pays me double my money back at about R1500 and they lose a customer
My suggestion... Afrihost credits me R396 and keeps a customer. (when the service returns to normal)
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The double money back system is there for clients who aren't 100% happy with the service and the product itself suiting them. We can't continue to offer a service that our clients don't like once we've run the money back claim.

Regarding a credit, again, we can't push a credit through for you and no one else. I refer to my previous message, that if any form of compensation is going to be done it needs to be passed through the Directors and it'll be done in a batch.
Services in the East and North should be returning to normal once the additional capacity has been calibrated and all working correctly while the South will see their upgrade in the coming days.
 
AfriGuy said:
The double money back system is there for clients who aren't 100% happy with the service and the product itself suiting them. We can't continue to offer a service that our clients don't like once we've run the money back claim.

Regarding a credit, again, we can't push a credit through for you and no one else. I refer to my previous message, that if any form of compensation is going to be done it needs to be passed through the Directors and it'll be done in a batch.
Services in the East and North should be returning to normal once the additional capacity has been calibrated and all working correctly while the South will see their upgrade in the coming days.
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To be honest, that is the best answer I've gotten so far. It almost puts my "issue" to rest, but I would just like and answer to why Afrihost would prefer to pay double and lose a customer than try and come to a mutually beneficial solution?

I have seen other people complain about the service on this forum and get "discounts" This leads me to believe that my ticket is not reaching the correct people.
 
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