I am one who will make it known when I am unhappy with service. But when I receive exceptional service I believe it is important that I make that publicly known too.
I must compliment Afrihost on their levels of support and customer service. I have used just about all of the popular South African ISPs and with a line problem I had lately, the customer service was superb!
Problem I had:
Line was not syncing at correct speeds and was using ATM modulation only, I requested an upgrade to VDSL over PTM. Because my line is with Afrihost, I looked to them for support.
My support experience:
For full disclosure; when first logging my support ticket it was dealt with as it would with any ISP, average at best (you will get an answer when you get it kinda experience). But because I understand that the problem has to be channeled via Telkom support, I was patient in this regard.
Eventually I decided I needed to expedite the query and I contacted AfriMan on the MyBB forums. He immediately escalated my query to their Critical Care support team where an agent contacted me within 30 minutes getting up to speed with the problem. From then on I was given updates and feedback with any change to my support query. My expectation was managed better than I have ever experienced with any ISP and my line problem was rectified without me having to speak to Telkom once.
Well done Afrihost, keep it up!
If anyone has any questions or is experiencing any similar problems I will be happy to comment!
I must compliment Afrihost on their levels of support and customer service. I have used just about all of the popular South African ISPs and with a line problem I had lately, the customer service was superb!
Problem I had:
Line was not syncing at correct speeds and was using ATM modulation only, I requested an upgrade to VDSL over PTM. Because my line is with Afrihost, I looked to them for support.
My support experience:
For full disclosure; when first logging my support ticket it was dealt with as it would with any ISP, average at best (you will get an answer when you get it kinda experience). But because I understand that the problem has to be channeled via Telkom support, I was patient in this regard.
Eventually I decided I needed to expedite the query and I contacted AfriMan on the MyBB forums. He immediately escalated my query to their Critical Care support team where an agent contacted me within 30 minutes getting up to speed with the problem. From then on I was given updates and feedback with any change to my support query. My expectation was managed better than I have ever experienced with any ISP and my line problem was rectified without me having to speak to Telkom once.
Well done Afrihost, keep it up!
If anyone has any questions or is experiencing any similar problems I will be happy to comment!
.. lines been unstable for nearly 2 months now...I have not had any feedback on whats going on!...out of frustration I went up to a random telkom tech and asked him to kindly check my line and he came back to me that same day, aparently the cable has major issues its got 5 joints underground....YES thats not a typo, 5 joints!!!...I was shocked..so as a direct result of that my ATT went up by 6db both up and down stream and barely syncs at 2 mb with random drops...anyway my point is why do I pay afrihost to managed my line if they cant even let me know whats going on...why should I waste my airtime and energy doing their damm jobs???...AFRIMAN, AFRIGUY???? Why does your support team always do this?...is it really to much for them to go the extra mile to get feedback?..