Afrihost Business Uncapped Feedback

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DJ... said:
If I buy a car I love, and it breaks down, I expect better service than "we're cancelling your agreement and the broken down vehicle must be returned to us within 30 days". It's hardly a win. That's not true bidirectional customer service. That's unilateral dictatorship...
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Not only that, you now have to go buy a car at another manufacturer. You might not even like that brand... :)
 
DJ... said:
If I buy a car I love, and it breaks down, I expect better service than "we're cancelling your agreement and the broken down vehicle must be returned to us within 30 days". It's hardly a win. That's not true bidirectional customer service. That's unilateral dictatorship...
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Now you're the one simplifying it. Your car broke down and after the agents inspect it for a week to diagnose, they tell you that they have ordered a special part that will take 3 months to arrive. You go on a tirade and despite their best efforts to assure you that they're doing all they can to bring in the part soonest (it is, after all, out of their hands), you continue to tell them how useless they all are and that you paid money for the car and it's not your problem that the part will arrive in 3 months and you're losing money while driving such an unreliable car. They settle your loan and give you notice to find another car before the month ends.

It's not a dictatorship since you have a choice. I certainly wouldn't want to deal with a customer like that that drains resources of the company from other customers because of their overwhelming sense of entitlement.
 
efitol said:
That still sounds like a win to me. They settle my loan on a car which I have clearly come to hate and now I get to find another car elsewhere.

Did you read jeanres's tirades in this thread? Why would he even want to continue being an AH subscriber if he really feels that way? I've left ISPs (including AH's hosting) for much, much less.
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Uhm, that is neither here nor there.

A non-Afrihost forum private message is the delivery method of choice by an Afrihost "social media" representative that informs a client of Afrihost AFTER THE FACT that he has decided to cancel the client's service and transfer his line due to HIS perceived unvalidated "breakdown of their relationship"... and there is no recourse for appeal, resolution dispute or even a reference to the Afrihost T&Cs that permit this.

That this is acceptable astounds me.

That a company would even permit this, let alone PROMOTE it is also beyond me.

Psuedo-PR gumph about trust, ethics, two-way relationships, understanding blah blah blah... urgh.

But, move on, just pass over this, gloss over that, let's go about lip-servicing Awesomeness(TM) and the best possible experience for the clients with Zero Risks(TM).

AfrihostBooBoo.jpg
 
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efitol said:
Now you're the one simplifying it. Your car broke down and after the agents inspect it for a week to diagnose, they tell you that they have ordered a special part that will take 3 months to arrive. You go on a tirade and despite their best efforts to assure you that they're doing all they can to bring in the part soonest (it is, after all, out of their hands), you continue to tell them how useless they all are and that you paid money for the car and it's not your problem that the part will arrive in 3 months and you're losing money while driving such an unreliable car. They settle your loan and give you notice to find another car before the month ends.

It's not a dictatorship since you have a choice. I certainly wouldn't want to deal with a customer like that that drains resources of the company from other customers because of their overwhelming sense of entitlement.
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Wow, expecting the service offered is an "overwhelming sense of entitlement"? Good lordie, no it ain't.

I can write up a more complete analogy, but it's kinda pointless. The facts are that a client got pissed off with the lack of service and vented about it. As happens every single day in every single industry. The company over-reacted, and did so publicly.

In the vehicle analogy the client was not offered a choice at all. But it's moot now.

Let's let this thread get back to everyone else who wants to sing Afrihost's praises...:D
 
Hummercellc said:
I would like to see you "Push" Telkom into delivering.
Not even the ANC can get that right :p
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Can be done. From date of handing the paper work to my account rep, to hanging an x21 circuit installed, active, and operational - 3 days. It *CAN* be done if the circumstances are there...
 
i.got~issues said:
Uhm, that is neither here nor there.

A non-Afrihost forum private message is the delivery method of choice by an Afrihost "social media" representative that informs a client of Afrihost AFTER THE FACT that he has decided to cancel the client's service and transfer his line due to HIS perceived unvalidated "breakdown of their relationship"... and there is no recourse for appeal, resolution dispute or even a reference to the Afrihost T&Cs that permit this.

That this is acceptable astounds me.

That a company would even permit this, let alone PROMOTE it is also beyond me.

Psuedo-PR gumph about trust, ethics, two-way relationships, understanding blah blah blah... urgh.

But, move on, just pass over this, gloss over that, let's go about lip-servicing Awesomeness(TM) and the best possible experience for the clients with Zero Risks(TM).

View attachment 110864
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I have to agree with you on this. I am not able to just overlook this behaviour of Afrihost as they werent willing to over look their differences with the client. Its just not right. I want to say cool all sorted but u cant expect the client to just smile and move along suddenly.
 
efitol said:
Now you're the one simplifying it. Your car broke down and after the agents inspect it for a week to diagnose, they tell you that they have ordered a special part that will take 3 months to arrive. You go on a tirade and despite their best efforts to assure you that they're doing all they can to bring in the part soonest (it is, after all, out of their hands), you continue to tell them how useless they all are and that you paid money for the car and it's not your problem that the part will arrive in 3 months and you're losing money while driving such an unreliable car. They settle your loan and give you notice to find another car before the month ends.

It's not a dictatorship since you have a choice. I certainly wouldn't want to deal with a customer like that that drains resources of the company from other customers because of their overwhelming sense of entitlement.
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+100000000000000000
 
efitol said:
Now you're the one simplifying it. Your car broke down and after the agents inspect it for a week to diagnose, they tell you that they have ordered a special part that will take 3 months to arrive. You go on a tirade and despite their best efforts to assure you that they're doing all they can to bring in the part soonest (it is, after all, out of their hands), you continue to tell them how useless they all are and that you paid money for the car and it's not your problem that the part will arrive in 3 months and you're losing money while driving such an unreliable car. They settle your loan and give you notice to find another car before the month ends.

It's not a dictatorship since you have a choice. I certainly wouldn't want to deal with a customer like that that drains resources of the company from other customers because of their overwhelming sense of entitlement.
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You are entitled to your opinion. However, when you are running an SME and have to explain to foreign(whom pay for the roof over your family) clients why voip and video service, which they use to communicate with you arent working as they should then it does pose as a problem. So until you can put yourself in those types of shoes, your version of the car comparison doesnt mean much.
 
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jeanres said:
Thanks for all the support guys.
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As posted in another thread;

Perhaps contact Megan Power

Having worked in the Sunday Times' award-winning investigative unit, journalism veteran Megan Power has successfully taken on the powerful, corrupt and downright dodgy. Now she's set her sights on consumer rights. She's batting exclusively for you. Contact her at [email protected] or P O Box 51163, Musgrave, Durban 4062. Strictly no calls and no original documentation to be sent. While she will attempt to help as many readers as she can, this will not always be possible. You can also follow the Power Report on twitter - @Power_Report
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http://www.timeslive.co.za/opinion/columnists/2011/06/08/megan-power

or Wendy Knowler

View attachment 110866

There is a story in this.
 
Wackyza said:
You are entitled to your opinion. However, when you are running an SME and have to explain to foreign(whom pay for the roof over your family) clients why voip and video service, which they use to communicate with you arent working as they should then it does pose as a problem. So until you can put yourself in those types of shoes, your version of the car comparison doesnt mean much.
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If the Interwebs were a critical component of my business then I wouldn't be on ADSL, a best effort service. Besides, these AH problems have been going on for a long time now, why would I still be on AH months after the problems started?
 
efitol said:
If the Interwebs were a critical component of my business then I wouldn't be on ADSL, a best effort service. Besides, these AH problems have been going on for a long time now, why would I still be on AH months after the problems started?
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Because when the service works its great, also do you think we can afford fibre, etc.....

And as I have stated we have a static ip with them which we use for business purposes.
 
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efitol said:
If the Interwebs were a critical component of my business then I wouldn't be on ADSL, a best effort service. Besides, these AH problems have been going on for a long time now, why would I still be on AH months after the problems started?
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Its business ADSL. Thus the promise of quality and redundancy. So best effort yes, but SME's dont neccesary have R10k + to fork out on fibre. Its just not realistic as not everyone has that type of money. For most business DSL is as good as it gets until the company is more profitable.

Afrihost has great support and great pricing, thus you hold on as a client. You dont expect your services to be cancelled because your feedback about the service is negative.
 
jeanres said:
Because when the service works its great, also do you think we can afford fibre, etc.....

And as I have stated we have a static ip with them which we use for business purposes.
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ADSL is still a bad choice when you're clearly so reliant on Internet connectivity. I don't want to tell you how to run your business but you get what you pay for. If those more expensive services were as reliable as ADSL then they wouldn't exist at the prices they do.

Wackyza said:
Its business ADSL. Thus the promise of quality and redundancy. So best effort yes, but SME's dont neccesary have R10k + to fork out on fibre. Its just not realistic as not everyone has that type of money. For most business DSL is as good as it gets until the company is more profitable.

Afrihost has great support and great pricing, thus you hold on as a client. You dont expect your services to be cancelled because your feedback about the service is negative.
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It can be sugarcoated ad infinitum but the fact remains that it's ADSL, a best effort service. If the company is reliant on stable Internet then this needs to be worked into the company's costing model.
 
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