Afrihost Business Uncapped Feedback

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If I may, Afriman - why is it that you are not willing to accept jeanres' eagerness to resolve this issue? From the moment you threatened to cancel his account, he has attempted to resolve this in private with you. He agreed to not post anything negative about Afrihost. He agreed to finding a resolution behind the scenes (seems his bitching finally worked in terms of direct communication). He has begged you not to cancel his account. He has asked what is needed for him to remain a customer. And he has continually proposed that you kindly work with him to resolve this without it resulting in a public spat.

Each and every time you have repeated that you are not willing to entertain any of this, and that that his cancellation will continue to go through.

Explain to me, how is he the one here breaking the trust, and why is there no acceptance of his frustrations? You've acknowledged his frustrations earlier and agreed that customers are rightly unhappy, yet are on this occasion not willing to engage to resolve this specific incident without resorting to cancelling the client's account. A client who I may add, has his Telkom line with you; a business 10Mb uncapped account with you; static IPs with you; mobile data plans with you; and almost entirely runs his business on your infrastructure.

Is this really the client you want to send packing because he vented his frustrations about an issue that directly affects him and has been on-going for 7 months, resulting in some serious pent-up frustration? He took you to task for not disclosing the problem to new customers; for not disclosing the problem to existing customers; for not providing the level of service expected from you on his business account; and for what he feels are deceitful practices in continuing to profit off others' expense.

These are perfectly valid issues to raise. They do not constitute a breach of trust by disclosing them, even if you magically add this trust relationship into the dynamic. What exactly has he truly done to now warrant an IT, admin, and financial schlep to his business by having all of his services terminated? How is this fair treatment of someone so heavily invested in Afrihost? How can you expect someone to side with Afrihost in this?

For the sake of disclosure, I know Jeanre, which is why I've taken this fight to you - there are no other reasons at all. I have previously taken Afrihost, Axxess, and Mweb to task when I feel they have treated their customers poorly. It's what I do.

In this case, you guys cocked up. The customer shouldn't have to pay for it...
 
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Reaper84 said:
I am well aware of that but clearly you think nothing but the worst of Afrihost now and from my perspective it was painfully obvious that you thought that way. I then didnt want to comment or post in this thread while a bunch of forum members attacked a company rep so Afrimans reasons are also legitimate to an extent.

This coming from a 3rd party perspective and in my own opinion.
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That is the keyword here. And that is why I dont agree with this :o
 
DJ... said:
If I may, Afriman - why is it that you are not willing to accept jeanres' eagerness to resolve this issue? From the moment you threatened to cancel his account, he has attempted to resolve this in private with you. He agreed to not post anything negative about Afrihost. He agreed to finding a resolution behind the scenes (seems his bitching finally worked in terms of direct communication). He has begged you not to cancel his account. He has asked what is needed for him to remain a customer. And he has continually proposed that you kindly work with him to resolve this without it resulting in a public spat.

Each and every time you have repeated that you are not willing to entertain any of this, and that that his cancellation will continue to go through.

Explain to me, how is he the one here breaking the trust, and why is there no acceptance of his frustrations? You've acknowledged his frustrations earlier and agreed that customers are rightly unhappy, yet are on this occasion not willing to engage to resolve this specific incident without resorting to cancelling the client's account. A client who I may add, has his Telkom line with you; a business 10Mb uncapped account with you; static IPs with you; mobile data plans with you; and almost entirely runs his business on your infrastructure.

Is this really the client you want to send packing because he vented his frustrations about an issue that directly affects him and has been on-going for 7 months, resulting in some serious pent-up frustration? He took you to task for not disclosing the problem to new customers; for not disclosing the problem to existing customers; for not providing the level of service expected from you on his business account; and for what he feels are deceitful practices in continuing to profit off others' expense.

These are perfectly valid issues to raise. They do not constitute a breach of trust by disclosing them, even if you magically add this trust relationship into the dynamic. What exactly has he truly done to now warrant an IT, admin, and financial schlep to his business by having all of his services terminated? How is this fair treatment of someone so heavily invested in Afrihost? How can you expect someone to side with Afrihost in this?

For the sake of disclosure, I know Jeanre, which is why I've taken this fight to you - there are no other reasons at all. I have previously taken Afrihost, Axxess, and Mweb to task when I feel they have treated their customers poorly. It's what I do.

In this case, you huys cocked up. The customer shouldn't have to pay for it...
Click to expand...

Pissing in the wind...

If AfriMan says it, it is so!
 
Reaper84 said:
I am well aware of that but clearly you think nothing but the worst of Afrihost now and from my perspective it was painfully obvious that you thought that way. I then didnt want to comment or post in this thread while a bunch of forum members attacked a company rep so Afrimans reasons are also legitimate to an extent.

This coming from a 3rd party perspective and in my own opinion.
Click to expand...

The nature of not servicing your clients to their expectations is that a feedback thread will inevitably be inundated with posts relating to that specific issue. Expecting otherwise and complaining about it is like asking that it be swept under the carpet. If customers feel the responses are not suitable, or that their grievances are still not being attended to, they have every right to feel as such and post accordingly.

In this case the outcry would have been a minor bump had jeanres' account not been cancelled without notice, and without warning.

I can understand your frustrations, but as is evident, even through the cesspool of posts here over the last few hours, Afriman has still found the time to respond to anyone who says anything positive about them. There is no reason to think that he'd not address your issues if you were to post them as well...
 
RoMark said:
What would happen if Businesses in SA resolved issues with clients in this way.
If you criticise Eskom, can they delete you from their data base and leave you without power?
Or your municipality cut your water if your unhappy about service delivery?
Or SANRAL will prohibit you from using public roads?
What will happen to citizens if goverment or politicians decide their has been a break in relationships? Send us to Zim?
Surely these actions can't make sense, Afriman?
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Not if that person can procure a reasonable alternative elsewhere.

What I am saying is if you are publicly accusing service provider of being deceitful, lying blatantly and doing business in bad faith on more than one occasion - how does it make sense to then insist that they do business with you?
 
AfriMan said:
Not if that person can procure a reasonable alternative elsewhere.

What I am saying is if you are publicly accusing service provider of being deceitful, lying blatantly and doing business in bad faith on more than one occasion - how does it make sense to then insist that they do business with you?
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Its my opinion......and this is a open forum.
 
AfriMan said:
Not if that person can procure a reasonable alternative elsewhere.

What I am saying is if you are publicly accusing service provider of being deceitful, lying blatantly and doing business in bad faith on more than one occasion - how does it make sense to then insist that they do business with you?
Click to expand...

Because I pay you R 1500 a month? is that not enough?
 
DJ... said:
If I may, Afriman - why is it that you are not willing to accept jeanres' eagerness to resolve this issue? From the moment you threatened to cancel his account, he has attempted to resolve this in private with you. He agreed to not post anything negative about Afrihost. He agreed to finding a resolution behind the scenes (seems his bitching finally worked in terms of direct communication). He has begged you not to cancel his account. He has asked what is needed for him to remain a customer. And he has continually proposed that you kindly work with him to resolve this without it resulting in a public spat.

Each and every time you have repeated that you are not willing to entertain any of this, and that that his cancellation will continue to go through.

Explain to me, how is he the one here breaking the trust, and why is there no acceptance of his frustrations? You've acknowledged his frustrations earlier and agreed that customers are rightly unhappy, yet are on this occasion not willing to engage to resolve this specific incident without resorting to cancelling the client's account. A client who I may add, has his Telkom line with you; a business 10Mb uncapped account with you; static IPs with you; mobile data plans with you; and almost entirely runs his business on your infrastructure.

Is this really the client you want to send packing because he vented his frustrations about an issue that directly affects him and has been on-going for 7 months, resulting in some serious pent-up frustration? He took you to task for not disclosing the problem to new customers; for not disclosing the problem to existing customers; for not providing the level of service expected from you on his business account; and for what he feels are deceitful practices in continuing to profit off others' expense.

These are perfectly valid issues to raise. They do not constitute a breach of trust by disclosing them, even if you magically add this trust relationship into the dynamic. What exactly has he truly done to now warrant an IT, admin, and financial schlep to his business by having all of his services terminated? How is this fair treatment of someone so heavily invested in Afrihost? How can you expect someone to side with Afrihost in this?

For the sake of disclosure, I know Jeanre, which is why I've taken this fight to you - there are no other reasons at all. I have previously taken Afrihost, Axxess, and Mweb to task when I feel they have treated their customers poorly. It's what I do.

In this case, you huys cocked up. The customer shouldn't have to pay for it...
Click to expand...

I've dealt with this with him directly, and he is free to reveal those facts to you if he chooses.
 
AfriMan said:
I've dealt with this with him directly, and he is free to reveal those facts to you if he chooses.
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Really now? because I had an opinion about your company?

Also dude there is no reason for you to protect my privacy and dignity. If you have a problem with me personally lets meet for coffee :)
 
jeanres said:
Because I pay you R 1500 a month? is that not enough?
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No. In business some clients are just not worth it. The customer is not always right. You received a refund and are now free to acquire another service. This seems fair to me.
 
DJ... said:
The nature of not servicing your clients to their expectations is that a feedback thread will inevitably be inundated with posts relating to that specific issue. Expecting otherwise and complaining about it is like asking that it be swept under the carpet. If customers feel the responses are not suitable, or that their grievances are still not being attended to, they have every right to feel as such and post accordingly.

In this case the outcry would have been a minor bump had jeanres' account not been cancelled without notice, and without warning.

I can understand your frustrations, but as is evident, even through the cesspool of posts here over the last few hours, Afriman has still found the time to respond to anyone who says anything positive about them. There is no reason to think that he'd not address your issues if you were to post them as well...
Click to expand...

I think I've responded to plenty of your posts. But it does show that there are a lot of people who want to use this thread for it's intended purpose - but don't feel comfortable due to the conversation being pushed here.

I do think it's time that those wanting to continue discussing this move to a thread about that topic.
 
jeanres said:
Really now? because I had an opinion about your company?

Also dude there is no reason for you to protect my privacy and dignity.
Click to expand...

^^ There is a reason, a few in fact, legal reasons... membership of the Internet Service Providers' Association for one...
 
AfriMan said:
What I am saying is if you are publicly accusing service provider of being deceitful, lying blatantly and doing business in bad faith on more than one occasion - how does it make sense to then insist that they do business with you?
Click to expand...

If that is how it appears, then it is fair comment. It was in Afrihost's hands to dispel that appearance by providing acceptable answers to the issues raised. Not only did Afrihost fail to do that, but took vindictive action, and shot the messenger.
 
AfriMan said:
I think I've responded to plenty of your posts. But it does show that there are a lot of people who want to use this thread for it's intended purpose - but don't feel comfortable due to the conversation being pushed here.

I do think it's time that those wanting to continue discussing this move to a thread about that topic.
Click to expand...

Rug, here, broom.

/meh
 
jeanres said:
@Afriman your support picks up quickly today, good job!
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In all honesty you have made your bed, don't get me wrong I am not picking sides here.
For all any of us here know, both or neither could be to blame.
Write a public apology to those concerned, post it here and email it through.

Rather try and mend the bridge then trying to knock it down further.

Life is far to short for fighting and bickering.....

Whats done is done, I feel your pain with regards to having poor network performance.
But you must understand I had to call Telkom every day for 2 years to get my exchange fixed.
They did upgrade it eventually, but I was always nice and polite and now Telkom can't fault me on my attitude.

Afrihost rely on Telkom, and as everyone knows, you can not rely on Telkom (So it is a catch 22 situation)
Afrihost I am sure are trying their very best, but there is only so much Afrihost can do until Telkom comes to the party.
 
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