Afrihost Fnck Up!

Thestealth

Thestealth

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Guys, I'm not normally one to bitch about ISP's but this takes the cake for me.

Scenario:
1. I sign up with Afrihost in order to take advantage of their "half price" uncapped option that they ran last month in order to save money :)
2. I complete the process only to learn that the discount "hasn't pulled through" :o
3. I contact support and they tell me to cancel the account and then try again using a different link
4. I can't find the cancellation button on the "client zone". After asking numerous times, I get told I can't cancel without activating the account :erm:
5. I "activate" in order to cancel and cancel (without using a kb of data - didn't even test the UID/PW), I sign up using the "discount email from the CEO"
6. I sign up for the discounted account, get the UID/PW and fidn that I'm unable to connect
7. I contact support on Wednesday and Thursday. No one is able to help until Thursday morning. They'll get back to me in the next 10 mins. I wait... :whistle:
8. I mail them on Thursday afternoon, Friday morning and the following Monday morning again :twisted:
9. No response
10. Mail them again, only to be told that my number is blacklisted with them :confused:
11. My response : WTF???? I've never had an account with you! Apparently I owe them money for an account I never used/activated and until that's paid - STFU Thestealth!
12. I asked for a refund, cause they've gone and taken all the money from my account even though they've confirmed that I don't have to pay (support tickets and responses sent to them)
13. They decide to refund half my money because - wait for it - I can use the account they blacklisted my number for, therefore no further funds are due to me :mad:
14. This is my first time I'm dealing with them. I've requested a refund.

Fnck this! :mad:

Soz guys. I'm p1ssed off.

/Rant over
 
file dispute with your bank to get the full amount back, afaik that is possible if you can prove that they have done you in. also open a complaint with ispa (http://www.ispa.org.za/) since afrihost is a member of them.
 
Phone your bank and reverse the transaction if you can, sounds to me your not getting what you paid for


p.s this is just my opinion use it at own risk :D
 
gregmcc said:
PM Gian. I see he was on another thread earlier and ask him to sort it out asap.
Click to expand...

ToAsTeD said:
Yeah, give Gian a call or mail, he should short you out quickly.
Click to expand...

I have lost faith in these options as my mails / pm's to Gian relating to a similar issue of bad service from Afrihost sent over a week ago have been totally ignored - my conclusion either Gian has lost interest or Afrihost is getting into financial difficulty.
 
Dude, mail support or Gian - it should work good. The service has always been good (my experience).
 
JvanD said:
Dude, mail support or Gian - it should work good. The service has always been good (my experience).
Click to expand...

Obviously the OP and myself have had a different experience - admittedly this has only been my recent dealings with them.
 
Thestealth said:
Guys, I'm not normally one to bitch about ISP's but this takes the cake for me.

Scenario:
1. I sign up with Afrihost in order to take advantage of their "half price" uncapped option that they ran last month in order to save money :)
2. I complete the process only to learn that the discount "hasn't pulled through" :o
3. I contact support and they tell me to cancel the account and then try again using a different link
4. I can't find the cancellation button on the "client zone". After asking numerous times, I get told I can't cancel without activating the account :erm:
5. I "activate" in order to cancel and cancel (without using a kb of data - didn't even test the UID/PW), I sign up using the "discount email from the CEO"
6. I sign up for the discounted account, get the UID/PW and fidn that I'm unable to connect
7. I contact support on Wednesday and Thursday. No one is able to help until Thursday morning. They'll get back to me in the next 10 mins. I wait... :whistle:
8. I mail them on Thursday afternoon, Friday morning and the following Monday morning again :twisted:
9. No response
10. Mail them again, only to be told that my number is blacklisted with them :confused:
11. My response : WTF???? I've never had an account with you! Apparently I owe them money for an account I never used/activated and until that's paid - STFU Thestealth!
12. I asked for a refund, cause they've gone and taken all the money from my account even though they've confirmed that I don't have to pay (support tickets and responses sent to them)
13. They decide to refund half my money because - wait for it - I can use the account they blacklisted my number for, therefore no further funds are due to me :mad:
14. This is my first time I'm dealing with them. I've requested a refund.

Fnck this! :mad:

Soz guys. I'm p1ssed off.

/Rant over
Click to expand...

I can't really comment about what happened afterwards, but as for signing up,
I got the same email and it says in the email that the link is only valid til the end of september...
*apply facepalm*
 
Decided to check my credit card quickly and I see they took R 29.00 from me on the 8th of October?
WTF :wtf:

Lets see what the accounts department say!
 
distantclarity said:
I can't really comment about what happened afterwards, but as for signing up,
I got the same email and it says in the email that the link is only valid til the end of september...
*apply facepalm*
Click to expand...

Read the mail and try and work out the dates I'm working with.

*apply middle finger* ;)
 
1st response from ISPA secretariat

:erm:

We have received your message. Your query will be attended to.

Message From:
***** ********

Email Address:
****.co.za

Subject:
Afrihost's Pathetic Service

Message:
Please see the following link on mybb.co.za.

http://mybroadband.co.za/vb/showthread.php/274992-Afrihost-Fnck-Up!?p=4866840#post4866840

I have to wait more than 2 weeks for them to sort out their mistakes and my service requests and emails go unattended. Gian and his team don't know what customer service is/was. As the saying goes, you pay for peanuts - you will get monkeys. Pity these are "members" of your association.

Regards,
****

0** *** ****
 
From the complaints guys at ISPA

:erm:

Thank you. Your complaint submission has been received.

An acknowledgement will be sent shortly and ISPA will confirm that all of the required information is included. If everything is in order your complaint will be forwarded to the ISPA member for a response which must be provided within 5 working days. You should get a response from ISPA within three working days of lodging your complaint.

COC Complaint: #377 Lodged via the ISPA website.

ISP Name:
Afrihost

Name:
***************

Email Address:
**************co.za

Physical Address:
******************


Postal Code:
****

Telephone Number:
0**** ****

Mobile Number:
0** **** ***

Clauses Breached:
D. Standard terms and conditions
K. Compliance with the Code of Conduct

Complaint Relevance:
I confirm that my complaint relates to an Internet service provided by an ISPA member.

Details of Complaint:
Scenario:
1. I sign up with Afrihost in order to take advantage of their \"half price\" uncapped option that they ran last month in order to save money
2. I complete the process only to learn that the discount \"hasn\'t pulled through\"
3. I contact support and they tell me to cancel the account and then try again using a different link
4. I can\'t find the cancellation button on the \"client zone\". After asking numerous times, I get told I can\'t cancel without activating the account
5. I \"activate\" in order to cancel and cancel (without using a kb of data - didn\'t even test the UID/PW), I sign up using the \"discount email from the CEO\"
6. I sign up for the discounted account, get the UID/PW and fidn that I\'m unable to connect
7. I contact support on Wednesday and Thursday. No one is able to help until Thursday morning. They\'ll get back to me in the next 10 mins. I wait...
8. I mail them on Thursday afternoon, Friday morning and the following Monday morning again
9. No response
10. Mail them again, only to be told that my number is blacklisted with them
11. My response : WTF???? I\'ve never had an account with you! Apparently I owe them money for an account I never used/activated and until that\'s paid - STFU Thestealth!
12. I asked for a refund, cause they\'ve gone and taken all the money from my account even though they\'ve confirmed that I don\'t have to pay (support tickets and responses sent to them)
13. They decide to refund half my money because - wait for it - I can use the account they blacklisted my number for, therefore no further funds are due to me
14. This is my first time I\'m dealing with them. I\'ve requested a refund.


Account number/Reference number:
****@afrihost.co.za

Direct Action:
I have already attempted to resolve this matter directly with the service provider.

Reasons for complaint not being resolved directly with member:
Hi Zayne

Thanks for your feedback.

Be advised that I am UNABLE to use the account details below because Afrihost blacklisted my number for not activating my account and using your services. Until the blacklisting is reversed/lifted, no account that I have with Afrihost will be of any use to me. Either correct the blacklisting which you people incorrectly placed on my account or refund my subs for the account which I am unable to use, because of your processes, immediately. I am rather annoyed with getting the run around from your company so please do not take my frustrations and disgust with Afrihost, personally.

Regards,
*****

Complaint Confirmation:
The above information is to my knowledge true and correct and has been provided in good faith.
 
unbelievable - all this moaning and squealing about R29!.......R29!

A Big Mac that you vreet in 5 minutes costs more than that.
 
PointedView said:
unbelievable - all this moaning and squealing about R29!.......R29!

A Big Mac that you vreet in 5 minutes costs more than that.
Click to expand...

The reason customer service is so poor in this country is because of this attitude - as far as I am concerned the OP is totally justified in lodging his complaint. When Afrihost introduced the lower cost adsl access a year ago I also supported their initiative. However I have recently canceled my accounts with them due to what I consider shocking customer service.
 
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