Afrihost Business Uncapped Feedback

[cortexenslaver]

Is it just me, but have we ALL forgotten about the fact that Afrihost supposedly guarantees the Business Accounts????
That to me means that AH is in breach of contract, and under CPA rules, MUST FIX IT.... or am I talking out my a****hole again?

 

[Sl8er]

As stated the problem is not the complain its the sheer continuous volumes of it.

I mean if I want to post here why would I when its just a rickrolled of complains and my post will just disappear?

Hence I've suggested multiple times to create a thread for the whole IPC affair. However one has to wonder why that was not done, I mean it is not so hard to create and maintain. Single entry point, single focus point for the IPC problems and not a waterfall of complaints in the feedback. This is also why I asked they question when and where you draw the line and move out of this thread into that thread which has never been created.

Just because you can complain doesn't mean you need to do so on each and every count you are able to. If you feel you need to do it this way then, again, create thread and fire away. Nothing stops you even from making up an article on this and giving it over to mybb. I've been asked to do this in the past due to excessive moaning and bitching over the mweb saga and so on.

If you feel so strong get of your fscking arse and lay complains, go papers, go live, facebook, gooooooooooooo suuuuuuuuuuuuppppppppppeeeeeeeeeeeeeeerrrrrrrrrrrmmmmmmmmmmmmmaaaaaaaaaaaaaan.

for godsakes just apply some forethought.

This.
And it's incessant...the same thing over and over and over.

 

[eddief1]

I've been informed that you are now locking jeanres out of his client control panel.

So this business customer who has had issues for months because of a ridiculous IPC excuse by Afrihost, who has now reached the end of his tether and posts as such, has is account cancelled, is locked out of his control panel, is none the wiser as to whether his Telkom line for his business is now also going to be cancelled, and is left completely in the dark, because you didn't like his feedback in a feedback thread on mybb?

Actually Afrihost - THAT'S NOT COOL!!!

I agree...that is not cool afrihost. You have basically cut a business off from their internet connection, have you thought of the consequences of this ? Unless you have it stated in your AUP, I advise you reactivate his account. You could be facing legal action if he starts to loose money over this.

 

[jeanres]

I agree...that is not cool afrihost. You have basically cut a business off from their internet connection, have you thought of the consequences of this ? Unless you have it stated in your AUP, I advise you reactivate his account. You could be facing legal action if he starts to loose money over this.

I am still using the account, they where nice to let me use it till the end of april.

 

[Necuno]

Here: Afrihost Lack of IPC Feedback
http://mybroadband.co.za/vb/showthr...-Lack-of-IPC-Feedback?p=12435304#post12435304

We can even ask for it to be stickied.

 

[AfriMan]

Actually you're bound by your terms and conditions, not by your emotions relating to trust.

Please quote the relevant terms of service that allow you to cancel a customer's account due to feedback they provide in a feedback thread where you offer semi-official support channels.

Stop dodging the question - it's not a complicated one, and I too am well versed in the gift of the gab to avoid difficult questions, which is all you're doing.

I have also been talking to jeanres in private, and have the communications you and him and have had. I've also read over this thread. If you had an issue with his actions, you were well within your rights to report them to the moderators for review. If they're unproductive in a feedback thread, mods will delete them and request that the poster use a new thread for such discussions. Simple.

Instead you adopted a vindictive approach, by cancelling the customer's account without notice, as required by your own Ts and Cs. Your PM does not constitute a formal notification of cancellation of service.

How are other customers expected to respond to this? All it does is set a precedent that Afrihost will cancel your BUSINESS account with them if you post negatively about them in a feedback thread, or if they subjectively decide that your actions result in a breakdown of trust. This whole trust thing is quite preposterous in any case. Such an expectation exists between employers and employees. What expected trust was breached here? There is no expectation of trust with a customer to the extent that they will not post publicly about their troubles with your company. Such an expectation does not exist. You're simply bullschitting here.

What you did was let ego get in the way of customer service.

Let's break down the course of events here:

customers have since last year been experiencing major troubles
Afrihost promise to resolve them...vaguely
Come April 2014 the very same problems still exist, and are blamed on IPC which you claim to have bought last year (LOL)
Customers have reached breaking point, and post harshly about this lack of service, because it seems dancing around the point for months had no positive return for them
Afrihost cancel one particular customer's account because they don't like the fact that he was posting regularly about these legitimate troubles.
Afrihost hide behind some pseudo-trust relationship that really doesn't exist in the real world. Your customers are not your employees.
Afrihost refuse to acknowledge that no parts of their contract afford them the right to cancel without notice because they don't appreciate the feedback they received

Now you guys have every right to cancel an account with notice for whatever reason under the sun. At least inform your customer properly. They're running a business with these accounts, and the customer in question has had to try to reactivate his account multiple times now to retain service. In addition the customer has his Telkom line with Afrihost and is petrified that his Telkom line is now going to be cancelled because of this. Why? Because Afrihost did not communicate the cancellation properly.

And while you have every right to cancel the terms and provision of service, it speaks volumes that this is as a result of poor feedback given in a feedback thread. If you can't handle the heat then get out of the kitchen. Or resolve the problem that has been going on for months. IPC does not take months to install - what a crock of schit! And this is for business accounts, to boot!

So I ask once again, for the sake of everyone else, please advise what actions we may take on the forum to retain Afrihost's services, and what actions we are no longer allowed to take on the forum, and how these tie in with your terms and conditions. Also, have you alerted Rudolph Muller to the fact that you have changed your communication interaction on the forum, and that there is now a limit as to how many negative posts a specific forum member can make before his account is terminated without proper notice? I think you owe it to the forum in general to alert everyone as to what these new limits are...

We have been in communication with MyBroadband and we've presented the facts. Again, I still feel that discretion is appropriate.

At the end of the day, it's all about a relationship. You can put it down to ego, but it sounds like there is plenty of that going around in the thread today. We make decisions based on our culture, our values and our terms. I think the settlement we offered is more than fair, and ample notice has been given for the client to retain alternative services, as well as compensation. No company can do more than that.

He was clearly unhappy with our servive, unhappy with our values as a company, and prepared to go to extreme lengths to discredit us. I'm not sure I see any other option here.

Your comments about IPC - Im not sure if they're based on your own personal experience. You may want to read up on some articles here on MyBB relating to IPC shortage and long turnaround times for delivery that other ISPs have documented.

 

[cortexenslaver]

Here: Afrihost Lack of IPC Feedback
http://mybroadband.co.za/vb/showthr...-Lack-of-IPC-Feedback?p=12435304#post12435304

Pointless :erm:

 

[DJ...]

How was your account terminated without notice if it will stay active until the end of April and you will get a full month's refund? Seems like a decent middle ground to me.

Afriman's version of notice was a PM here stating "I am going to cancel your account" to which jeanres pleaded he not do. He also stated that he will not post any longer about the issues if Afriman agrees not to cancel his account. Afriman refused, cancelled the account, and is now locking jeanres out of his control panel. Don't buy into the nonsense that he tried to find a middle ground and that he was fair in this debacle. That's PR spin for everyone else's sake here.

In addition, there has been zero formal communication to jeanres yet, and he is none the wiser as to whether his Telkom line (which is with Afrihost) will now be cancelled too. Imagine trying to operate a business (which jeanres is doing) like this?

 

[AfriMan]

I am still using the account, they where nice to let me use it till the end of april.

As I committed to you in my PM - you will receive a full refund and additionally get full service until the end of the month so that you can secure alternative services.

 

[savage]

I've listened to and responded to your proposals and explained why they are not practical or viable. I've also explained how installing additional capacity comes at huge risk and cost to us. If I remember correctly - your response was along the lines of "I don't care".

You're absolutely right - I don't care about YOUR problem. I care about MY problem. I have given my views and opinions on what Afrihost COULD HAVE DONE to avoided this situation, which was obviously ignored and shot down whilst I'm not even sure that you understand the technical merrits behind it. But either way, that's behind us now, it's too late to do anything, and it's hardly a issue. As I said, a mere suggestion I made. Use it for the future when this happens again, don't use it, I DONT CARE!

What I *DO* care about, is MY internet connection, for which I am paying ALLOT of money every month, and Afrihost's "i don't give a fsck" responce. I am paying you for a service, you are not delivering that service (which you have acknowledged), and a fix is coming within two days (hopefully). Now - what about the last 2 odd months that my PAYING SERVICE has been completely UNUSABLE??? Do we just forget about that??? Do we just "build a relationship" and I give you my money in good faith because I feel sorry for you, or because it's the right thing to do?

The right thing to do, is to pay for a service, and RECEIVE that service. The incorrect thing to do, is pay for a service, not get that service, and turning arround and saying, "Here, have some more!"

When you puplicly states that all affected business customers will be refunded for services rendered, when you give amounts as to how much that refund will be, and when you give dates as to when that refund will be issued - your problems will go away. It's as simple as that.

I don't care what it costs you, I don't care where you get the money from. It's YOUR PROBLEM, not mine.

If you feel so strong get of your fscking arse and lay complains, go papers, go live, facebook, gooooooooooooo suuuuuuuuuuuuppppppppppeeeeeeeeeeeeeeerrrrrrrrrrrmmmmmmmmmmmmmaaaaaaaaaaaaaan.

Oh that's coming... You can be sure about that - ESPECIALLY if we are not going to be refunded...

 

[jeanres]

As I committed to you in my PM - you will receive a full refund and additionally get full service until the end of the month so that you can secure alternative services.

But I don't want to go through the trouble of having all my clients firewalls updated with a new static ip, and not once did I say I accept that you are cancelling my account and refunding me.

If you had a problem with my behaviour you should have taken it up with the moderators and not just put my account in cancelation pending.

 

[AfriMan]

Afriman's version of notice was a PM here stating "I am going to cancel your account" to which jeanres pleaded he not do. He also stated that he will not post any longer about the issues if Afriman agrees not to cancel his account. Afriman refused, cancelled the account, and is now locking jeanres out of his control panel. Don't buy into the nonsense that he tried to find a middle ground and that he was fair in this debacle. That's PR spin for everyone else's sake here.

In addition, there has been zero formal communication to jeanres yet, and he is none the wiser as to whether his Telkom line (which is with Afrihost) will now be cancelled too. Imagine trying to operate a business (which jeanres is doing) like this?

Again, you're looking at this out of context and also adding your own spin to it. Notice was given - more than fair notice, as well as compensation. I think you're also over-dramaztising aspects. There was never any question of his Telkom line being cancelled and that wasn't a question that was raised at any point. We move lines back to Telkom and they stay active throughout.

 

[Looney]

As I committed to you in my PM - you will receive a full refund and additionally get full service until the end of the month so that you can secure alternative services.

AfriMan: Were you given permission by your management, Gian or anyone else who has authority to cancel Jeanres account?

Or did you do so simply because he hurt your ego?

I'd like to know if this was a personal vendetta or if this came from top management.

 

[DJ...]

We have been in communication with MyBroadband and we've presented the facts. Again, I still feel that discretion is appropriate.

At the end of the day, it's all about a relationship. You can put it down to ego, but it sounds like there is plenty of that going around in the thread today. We make decisions based on our culture, our values and our terms. I think the settlement we offered is more than fair, and ample notice has been given for the client to retain alternative services, as well as compensation. No company can do more than that.

He was clearly unhappy with our servive, unhappy with our values as a company, and prepared to go to extreme lengths to discredit us. I'm not sure I see any other option here.

Your comments about IPC - Im not sure if they're based on your own personal experience. You may want to read up on some articles here on MyBB relating to IPC shortage and long turnaround times for delivery that other ISPs have documented.

Well I guess we'll not get any direct answers from you then. No indication of where the line is drawn, and on clarity for end users as to what actions will result in their accounts being terminated. It's just a subjective opinion from you, that can result in a company's business account being closed. So at the end of the day it's another win for Afrihost - your customers are now too schit scared to post about their experiences, or they risk having their accounts cancelled. Nice.

Your actions are resulting in jeanres having to go on quite a mission when he changes ISPs. It's not like cancelling a consumer account. This is a business account with static IPs with multiple stakeholders involved in the changeover. You act as if you're perfectly innocent in all of this and you've done all you can.

Yes, the customer was unhappy. Yes, the customer had every right to be unhappy. They had static IPs with Afrihost, and their line with you guys, as well as data accounts. They're heavily invested in you guys, and feel that you've not lived up to YOUR end of your commitments to them as a business. I didn't see jeanres going to extreme measures to discredit you. He came here, and posted on HelloPeter. If these are considered extreme measures, then you might as well start cancelling the majority of your customers' accounts...

 

[jeanres]

AfriMan: Were you given permission by your management, Gian or anyone else who has authority to cancel Jeanres account?

Or did you do so simply because he hurt your ego?

I'd like to know if this was a personal vendetta or if this came from top management.

If management gave the go-ahead I would have liked to get a phone call from them.

 

[AfriMan]

But I don't want to go through the trouble of having all my clients firewalls updated with a new static ip, and not once did I say I accept that you are cancelling my account and refunding me.

If you had a problem with my behaviour you should have taken it up with the moderators and not just put my account in cancelation pending.

I am truly sorry that this will cause you inconvenience - sincerely. But regarding your line, etc - that is all going to move over to Telkom so we'll do our best to facilitate a smooth transition from our side.

 

[jeanres]

I am truly sorry that this will cause you inconvenience - sincerely. But regarding your line, etc - that is all going to move over to Telkom so we'll do our best to facilitate a smooth transition from our side.

Where did I ask you to move my line back to telkom?

 

[savage]

Notice was given - more than fair notice, as well as compensation.

A PM on a forum HARDLY constitutes giving legal notice to someone. Why do you think did I want your postal address, and want to start sending you registered letters???

 

[jeanres]

A PM on a forum HARDLY constitutes given legal notice to someone. Why do you think did I want your postal address, and want to start sending you registered letters???

Yes but I am trying to be nice here....

 

[AfriMan]

If management gave the go-ahead I would have liked to get a phone call from them.

That's within our purview as company reps on this forum.