Afrihost grew too fast - became another MWEB

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Rob123

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I have tried the following to get assistance from Afrihost over the past week or two:

5+ tickets logged. No resolution or followup at all received.
4 calls to the callcentre all went unanswered.
1 SMS to the SMS "HELP" service - never received a response.
2 attempts to use Live Chat - never got answered/connected.
Many tweets to Twitter account - just passed the buck or no response.

They grew too quickly and never employed enough support staff. Another case of "were now too big to care"....
Pity.
 
Yeah Afriman's sharp,but their service desk by any regular means is about as useful as skis in space
 
Rob123 said:
I have tried the following to get assistance from Afrihost over the past week or two:

5+ tickets logged. No resolution or followup at all received.
4 calls to the callcentre all went unanswered.
1 SMS to the SMS "HELP" service - never received a response.
2 attempts to use Live Chat - never got answered/connected.
Many tweets to Twitter account - just passed the buck or no response.

They grew too quickly and never employed enough support staff. Another case of "were now too big to care"....
Pity.
Click to expand...

I'm sorry to hear that you're battling to get assistance with your query. I can't tell what it's related to, but please drop me a PM so I can try and get this sorted out for you :(
 
Rob123 said:
I have tried the following to get assistance from Afrihost over the past week or two:

5+ tickets logged. No resolution or followup at all received.
4 calls to the callcentre all went unanswered.
1 SMS to the SMS "HELP" service - never received a response.
2 attempts to use Live Chat - never got answered/connected.
Many tweets to Twitter account - just passed the buck or no response.

They grew too quickly and never employed enough support staff. Another case of "were now too big to care"....
Pity.
Click to expand...

Really sorry you feel that way :( We care about all of your clients, that'll never change.
Please drop me a PM with a bit more info around what problems are being experienced and I'll do my best to have it sorted out ASAP for you.
 
PsyWulf said:
Yeah Afriman's sharp,but their service desk by any regular means is about as useful as skis in space
Click to expand...

We're all Afriman here at AH. We're just fielding a lot more queries at the moment than usual, but we're deploying new staff and focussing on internal and client process autmation this year to bring our service back to where it should be (which is awesome) :(
 
AfriMan said:
We're all Afriman here at AH. We're just fielding a lot more queries at the moment than usual, but we're deploying new staff and focussing on internal and client process autmation this year to bring our service back to where it should be (which is awesome) :(
Click to expand...

Looooovely :-)
 
Rob123 said:
I have tried the following to get assistance from Afrihost over the past week or two:

5+ tickets logged. No resolution or followup at all received.
4 calls to the callcentre all went unanswered.
1 SMS to the SMS "HELP" service - never received a response.
2 attempts to use Live Chat - never got answered/connected.
Many tweets to Twitter account - just passed the buck or no response.

They grew too quickly and never employed enough support staff. Another case of "were now too big to care"....
Pity.
Click to expand...

Seriously ? Sorry to hear that. I always get the best service from them. Try the ClienZone: They will get back to you by COB or tomorrow the latest.
 
NightCrawlerNic said:
Seriously ? Sorry to hear that. I always get the best service from them. Try the ClienZone: They will get back to you by COB or tomorrow the latest.
Click to expand...
The only problem I had with Afrihost support was the one time they didn't get back to me in timely manner after sending an SMS. The consultant called me at 4AM... I was livid.

Who the hell calls someone at that time of the morning.
 
Hush9300 said:
The only problem I had with Afrihost support was the one time they didn't get back to me in timely manner after sending an SMS. The consultant called me at 4AM... I was livid.

Who the hell calls someone at that time of the morning.
Click to expand...

Depends on the issue. If my server is down, you better call me at 4AM because I'll still be up then trying to sort it out :P
 
Hush9300 said:
The only problem I had with Afrihost support was the one time they didn't get back to me in timely manner after sending an SMS. The consultant called me at 4AM... I was livid.

Who the hell calls someone at that time of the morning.
Click to expand...
My data centre staff do. As they should, even though I hate them for it :P
 
Hush9300 said:
The only problem I had with Afrihost support was the one time they didn't get back to me in timely manner after sending an SMS. The consultant called me at 4AM... I was livid.

Who the hell calls someone at that time of the morning.
Click to expand...

LOL: i upgraded my account before i left work yesterday, i got an email this morning which was sent at 1 AM telling me that my upgrade is done.

I guess we experience the service level differently
 
Rob123 said:
I have tried the following to get assistance from Afrihost over the past week or two:

5+ tickets logged. No resolution or followup at all received.
4 calls to the callcentre all went unanswered.
1 SMS to the SMS "HELP" service - never received a response.
2 attempts to use Live Chat - never got answered/connected.
Many tweets to Twitter account - just passed the buck or no response.

They grew too quickly and never employed enough support staff. Another case of "were now too big to care"....
Pity.
Click to expand...

Do you know the reason why people left MWEB? Because of throttling when you downloaded 100GB on a premium package. Not what you claim.
 
AfriMan said:
We're all Afriman here at AH. We're just fielding a lot more queries at the moment than usual, but we're deploying new staff and focussing on internal and client process autmation this year to bring our service back to where it should be (which is awesome) :(
Click to expand...

Lol I love the way you speak about staff like Army soldiers! Deploying LOL!
 
AfriMan said:
We're all Afriman here at AH. We're just fielding a lot more queries at the moment than usual, but we're deploying new staff and focussing on internal and client process autmation this year to bring our service back to where it should be (which is awesome) :(
Click to expand...

If this is the case I might consider moving back to Afrihost later the year. That being said, since I have been with a new ISP my line speed has been very stable and I have not had one issue (so, seriously not sure what the problem was with afrihost).
 
The customer service I've received from Afrihost since joining them in March last year has been acceptable to me. The Clientzone help feature worked for me when I used it, I had no complaints when using the call centre and of course AfriMan is great here on MyBB.
 
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