Afrihost?? LTE??? Service??????

Getafix

Getafix

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The joy of internet. You must be sadomasochists.
Mission: To deliver the best service. You are failing miserably.

I ordered a Mobile 3 from them on 03-09-13.

On 04-09-13 I inquired whether the Sim will be LTE enabled on the Forum and was assured it will be.

We all know how long their 5 days were. They offered an apology and their present was thankfully accepted.

Eventually the Sim arrived.
After various posts and PMs between me and Afriman/guy it was determined that my sim was one of the first and not LTE enabled. Long stories with various PM's and tickets they agreed to replace the sim.

Great news? Not. The "best" service started on 26-9-13.
After 19 support messages and a huge lot of " we are very sorry" the sim arrived today.

Did it work????? No.

3 Calls and 3 Tickets later, not a beep out of them.
Twice a have been promised they will call me back. The first time 11.00 this morning. 6 Hours ago. 90 minutes ago they promised me they will phone me back immediately.

All I want is LTE.
It took me 5 weeks so far.
They ignore emails, call me and tickets.

Why don't they just come back?????
Am I wrong to be totally frustrated and disappointed?

An old boss of mine use to say:
Excellence gets rewarded. Excellent excuses, not.

Please some body at Afrihost see if you can help me before Christmas.
 
Sorry to hear you've been having problem with the enabling of LTE on your SIM. Please send me a private message with your username I will follow up on your account and find out what steps have been made to get you LTE, otherwise. I will ask for LTE on your SIM myself.

So sorry.
 
Thanks, a gentleman phoned me.
He undertook to make sure that everything will be solved by 12 pm tomorrow.
Thanks for your assistance. I will PM you tomorrow.
 
Thanks Afrigirl.

You really resolved this matter in no time.

I am as happy with the LTE as can be.

With you there they can just as well fire the other lot.
What they took 5 weeks to solve you did in 12 hours.

Thanks a lot.

Speed.png
 
Took a week in my case to get LTE going but never doubted Afrihost would deliver!
 
Their product is tremendous.
Their service or attempt at it is just so utterly frustrating.
Why should anybody jump through 100 hoops to get something done?

If they wan't to deliver better service they have to cut down on the "I am sorries" and more of the "I am glad to assisted you immediately".

Train people in the call center.
Respond immediately to a problem and follow it up. Just sending a email to another department is not good enough.
To wait for a response for a hour is to long. Forget about within 24 hours or worse 72 hours.
Worse. To ignore emails from a customer is worse than taking your sister to the drive-in.
If you said you will return a call, do it.

I did not write you an email because I ran out of pen pals. I did not call your call center because I ran out of conversation with my pals.

You managers, just call your own center with a problem and answer the following question: If you get treated like that will you return?

Strongs for the future.:p
 
Glad your issue was sorted. Sorry for the issues you had trying to get your SIM LTE enabled.

I hope that the problems you had are never repeated again.
 
I also ordered launch offer, and when it wasn't LTE enabled I ordered another one when it went public.

That also wasn't LTE enabled like you said, so I cancelled that one too. Not going to keep wasting R150 a pop until they can eventually send the right thing.
 
whatwhat said:
I also ordered launch offer, and when it wasn't LTE enabled I ordered another one when it went public.

That also wasn't LTE enabled like you said, so I cancelled that one too. Not going to keep wasting R150 a pop until they can eventually send the right thing.
Click to expand...

Just bitch hard enough.
Any of the three reps is able to help you.
Believe me eventually it is worth it.
They invoiced and put a debit order through for the replacement and refunded me immediately.
Make piece with the struggles. In the end you will be glad.
 
whatwhat said:
I also ordered launch offer, and when it wasn't LTE enabled I ordered another one when it went public.

That also wasn't LTE enabled like you said, so I cancelled that one too. Not going to keep wasting R150 a pop until they can eventually send the right thing.
Click to expand...

Please PM me, I'd like to see if I can have LTE enabled for you.
 
AfriGuy said:
Please PM me, I'd like to see if I can have LTE enabled for you.
Click to expand...

I had PMs to Afriman in September about this, and got told to cancel and order a new sim. Or to go to MTN and swop it out at R190.
So I just cancelled it. I'm not paying for Afrihost's mistakes.
 
whatwhat said:
I had PMs to Afriman in September about this, and got told to cancel and order a new sim. Or to go to MTN and swop it out at R190.
So I just cancelled it. I'm not paying for Afrihost's mistakes.
Click to expand...

Sorry about this :(
If you ever want to give us another shot just shout and I'll personally take care of things for you.
 
This is ridiculous - everyone was assured during launch day that the sim cards will be LTE ready but unfortunately that wasn't the case for many. Hopefully now it is simple for Afrihost to provision the sim card for LTE
 
RichardG said:
This is ridiculous - everyone was assured during launch day that the sim cards will be LTE ready but unfortunately that wasn't the case for many. Hopefully now it is simple for Afrihost to provision the sim card for LTE
Click to expand...

We always do our absolute best where we can :)
 
RichardG said:
This is ridiculous - everyone was assured during launch day that the sim cards will be LTE ready but unfortunately that wasn't the case for many. Hopefully now it is simple for Afrihost to provision the sim card for LTE
Click to expand...

The launch SIM were 3G but the current SIMs on offer are LTE. You will need to get a new SIM if you want LTE (if you got a 3G SIM during pre-launch.) Sorry if this wasn't communicated.
 
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