Afrihost Mobile: Still No Delivery!

pozmans said:
I hold that exact sentiment! How dare they only give us 5GB extra! RELAX F1, I'm kidding!;) This is the type of customer service which I was talking about.

Throughout the week, all I wanted was a truthful answer about the whereabouts of my parcel. At least they've taken responsibility and told us that it wont be delivered. Nevertheless, this 5GB extra, has exceeded my expectation = happy customer.
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It's the least we could do. We honestly did our best to meet the delivery deadline. I know the guys at MDS are broken with trying to deliver till all hours to meet the deadlines.

Hopefully with this will give us enough time to deliver everything to everyone and spread Pure Internet Joy as we had originally planned :)
 
I also haven't gotten mine yet but not complaining as I was one of those with a delivery problem this week. Was called away to head office for meetings unexpectedly & delivery guy showed up when I was not at the office.

Only criticism I have is I sent off 2 emails the day before to explain they should delay my order for a day, but got no reaction at all. Why send instructions on how to mitigate delivery problems when no-one is going to respond to them?

Either way, I know you were swamped & I was partly at fault so no hard feelings for delivery next week. The extra 5gig wasn't neccesary but shows you the commitment to excellent service Afrihost has become known for.
 
evilstebunny said:
I also haven't gotten mine yet but not complaining as I was one of those with a delivery problem this week. Was called away to head office for meetings unexpectedly & delivery guy showed up when I was not at the office.

Only criticism I have is I sent off 2 emails the day before to explain they should delay my order for a day, but got no reaction at all. Why send instructions on how to mitigate delivery problems when no-one is going to respond to them?

Either way, I know you were swamped & I was partly at fault so no hard feelings for delivery next week. The extra 5gig wasn't neccesary but shows you the commitment to excellent service Afrihost has become known for.
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I think under normal conditions it would have all worked as planned. But under these tight deadlines and massive volumes, many clients fell through the cracks and that should not have happened. Having said that, they were successfully delivering the bulk of the orders on time and as promised. Still, even if 2% fell through the cracks, that is still not the Afrihost way.

Thanks for being so understanding :)
 
I a lot of companies under estimate the demand for a good deal in SA. Look what happened when FNB started the iPad thing.

Everyone is so used to getting shafted, when something like this comes along, everyone wants in. (I would, but I don't want to go near MTN :p)
 
xrapidx said:
I a lot of companies under estimate the demand for a good deal in SA. Look what happened when FNB started the iPad thing.

Everyone is so used to getting shafted, when something like this comes along, everyone wants in. (I would, but I don't want to go near MTN :p)
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Lots of truth to what you say. But I think at the heart of it people want to trust a company with their business, and that's the heart of our relationship with clients. It's never been about our products being vastly different to other vendors, but the relationship and experience that goes along with Afrihost that is totally unique. Of course clientzone and the promos and specials we run set us apart, but at the heart of it there's a trust between us and our clients - that really goes both ways :)
 
I still haven't gotten my MiFi device as yet but what I find very irritating and disappointing you receive an SMS confirming delivery for today (4 September 2013) you cancel all your plans/schedules to be available for the delivery company but they don't even pitch up When you contact their call centre the next day they say that the driver had too many deliveries and that he/she will be dispatched today but they never pitched on Thursday. Friday I receive email communication *I wasn't home had other important obligations.(Wasting 2 consecutive days waiting for the courier company to pitch up is unprofessional).

Loving all the communication received by AfriHost via SMS/Email

XXXXXX ,

I've got bad news.

And also a little good news that'll hopefully help soothe the pain of the bad.

First the bad news: It looks like your MiFi device will only be delivered next week.

I am gutted. And I'm sure you are too.

I am sincerely sorry that we could not get your MiFi to you by the 6th of September as promised.

There were a bunch of factors that contributed to this: The biggest was that we originally planned to give away far, far fewer MiFis than the 8157 we did.

But after the first 1000 sold out in minutes we didn't want to disappoint anyone - So we ended up giving away over 8 times more MiFis than we had planned to.

And one of the consequences of this was that MDS Collivery, our couriers, had far more deliveries to make than they had budgeted for.

On top of that they were also hamstrung by terrible weather in some regions and the fact that we were not as clear about the delivery address details we needed from you in our original order forms as we should have been. This led to many delivery addresses needing to be changed after we gave the MiFis to the couriers which put additional strain on them.

But I'm not trying to make excuses.

You are our client and I take full responsibility for letting you down.

So now for the good news:

As a small token to show you how sorry we are - and to hopefully make it up to you - we are going to be adding FIVE EXTRA GBs to your Mobile account for the month of October.

For NO extra cost or obligation.

I am sincerely sorry.

MDS will continue to do their best to get your device to you as soon as they can.

As I hope you know, we are completely committed to delighting you with every aspect of our service - and in this case we have definitely not lived up to our own high expectations and have let you down.

I sincerely hope that when you do get your MiFi it will bring you such joy that the pain of waiting a few extra days for it will be quickly forgotten.

Thank you for your patience and understanding.

Sorry again.

Warm regards

Gian Visser
CEO, Afrihost
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RichardG said:
I still haven't gotten my MiFi device as yet but what I find very irritating and disappointing you receive an SMS confirming delivery for today (4 September 2013) you cancel all your plans/schedules to be available for the delivery company but they don't even pitch up When you contact their call centre the next day they say that the driver had too many deliveries and that he/she will be dispatched today but they never pitched on Thursday. Friday I receive email communication *I wasn't home had other important obligations.(Wasting 2 consecutive days waiting for the courier company to pitch up is unprofessional).

Loving all the communication received by AfriHost via SMS/Email
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I think that has also been the biggest gripe for me as well, just expected an honest delivery time I do not like to carry my identity documents around with me for fear of theft yet I am forced to for the Rica process I get that -its the law. But if I could know to expect your delivery at 2pm on the 6th September then I wouldn't have to carry all my documents till that day right. Just very unprofessional courier service choice that's my only issue


Next time afrihost offer clients a pick up option
 
RichardG said:
I still haven't gotten my MiFi device as yet but what I find very irritating and disappointing you receive an SMS confirming delivery for today (4 September 2013) you cancel all your plans/schedules to be available for the delivery company but they don't even pitch up When you contact their call centre the next day they say that the driver had too many deliveries and that he/she will be dispatched today but they never pitched on Thursday. Friday I receive email communication *I wasn't home had other important obligations.(Wasting 2 consecutive days waiting for the courier company to pitch up is unprofessional).

Loving all the communication received by AfriHost via SMS/Email
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I know what you mean... I've gone out of my way to wait around this week, because the MDS website has said "Delivery Courier Dispatched" since Tuesday. Then I find out that MDS had given my parcel to Motion Logistics, who in turn gave it to InterTown Transport. InterTown Transport only service my area on Saturdays, and I was assured by them that it would be delivered before 11AM today, but it wasn't. I called them at 11:30 and they promised the driver was on the way, but he still hasn't pitched and InterTown aren't answering their phones.

It's an awesome day outside and I was supposed to be meeting friends for a braai and to watch the rugby... I'm so tired of being d**ked around.

It's a great offer from AfriHost, but a poor choice of courier is giving them a bad name.
 
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I tried to contact the courier company to get glory to see what is happening exactly on their side but very disappointed that they don't seem to be open now *weekend*. I use other courier companies and they open 24/7 to arrange for pickup etc. and they at your doorstep at 7am-8am to collect the parcel.

I am not going to be an irate customer and blame Afrihost! Afrihost isn't to blame it's their courier company they have elected to do the deliveries. I don't care if the courier company rock up at my doorstep 9PM will gladly accept the goodies with smile cause they serious about meeting deadlines.
 
Shiveer said:
I think that has also been the biggest gripe for me as well, just expected an honest delivery time I do not like to carry my identity documents around with me for fear of theft yet I am forced to for the Rica process I get that -its the law. But if I could know to expect your delivery at 2pm on the 6th September then I wouldn't have to carry all my documents till that day right. Just very unprofessional courier service choice that's my only issue


Next time afrihost offer clients a pick up option
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Even if we did offer a pickup option, it would most likely only be Gauteng only. But having a walk-in service centre has been a dream of ours for some time now. If we ever get that going, then that would be a great option for Joburg based clients. And then we'll just have to make centres all over the country (and eventually the world) ;)
 
Can we collect from MyBB2013?
 
GarethY said:
I know what you mean... I've gone out of my way to wait around this week, because the MDS website has said "Delivery Courier Dispatched" since Tuesday. Then I find out that MDS had given my parcel to Motion Logistics, who in turn gave it to InterTown Transport. InterTown Transport only service my area on Saturdays, and I was assured by them that it would be delivered before 11AM today, but it wasn't. I called them at 11:30 and they promised the driver was on the way, but he still hasn't pitched and InterTown aren't answering their phones.

It's an awesome day outside and I was supposed to be meeting friends for a braai and to watch the rugby... I'm so tired of being d**ked around.

It's a great offer from AfriHost, but a poor choice of courier is giving them a bad name.
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The requirement to RICA is major component, but I don't think any courier could have dealt with the major volumes in the short space of time that ended up being the requirement. At the end of the day I really think they've done a great job as there are definitely many, many clients who seem to have got their deliveries on time, without hassles. But the amount of clients who did, regardless of how small it may be percentage wise, is definitely of concern to us, and you can be sure that we are reviewing the entire process.
 
bwana said:
Can we collect from MyBB2013?
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That only in October isn't it. Pretty sure nobody wants to wait until then. Otherwise I'd be happy to hand them out ;)

I'd have to become a RICA agent though (thus revealing my super-secret identity) ;)
 
@AfriMan that can be a reality if you apply your mind to it. Walk-in centre you can open 1 as a pilot project at a mall but to kill profits of R40 grand/more probably on rent isn't viable. I was quite surprised to see an M-WEB/iBurst or alternatively you can share the rent with another tenant :)

I see BTGames does offer 10gig data :P http://www.voxmailer.co.za/ulscommon/F26/files/Sep_4_2013_05.jpg and does have Afrihost :P
 
RichardG said:
@AfriMan that can be a reality if you apply your mind to it. Walk-in centre you can open 1 as a pilot project at a mall but to kill profits of R40 grand/more probably on rent isn't viable. I was quite surprised to see an M-WEB/iBurst or alternatively you can share the rent with another tenant :)

I see BTGames does offer 10gig data :P http://www.voxmailer.co.za/ulscommon/F26/files/Sep_4_2013_05.jpg and does have Afrihost :P
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I think the bossed probably have an idea of how they would do it. And I would bet my life that it would be awesome. Definitely free coffee ;)
 
AfriMan said:
That only in October isn't it. Pretty sure nobody wants to wait until then. Otherwise I'd be happy to hand them out ;)
I'd have to become a RICA agent though (thus revealing my super-secret identity) ;)
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Some peeps won't mind collecting their mifi wherever you are willing to hand them out ... cuts out the "hassle" of having to meet and greet the courier when he actually arrives. But by personally handing them out you are revealing your identity in any case.
 
ld13 said:
Some peeps won't mind collecting their mifi wherever you are willing to hand them out ... cuts out the "hassle" of having to meet and greet the courier when he actually arrives. But by personally handing them out you are revealing your identity in any case.
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Did you not see the Mask and Cape???!! ;)

Just kidding! As much as I would love to, chances are pretty much zero that I would be able to. We'll get all our issues with MDS sorted soon, and when we have normal delivery volumes, things should run very smoothly :)
 
@AfiGuy doesn't want to reveal his true identity cause if that is the case they will probably go as far as to find him in the white pages if they don't get any glory at his workplace and pest him after hours :p

@AfriGuy looks like Captain Planet :P not America :P

Normal delivery volumes like delivering 70 SIM Cards a week. Think out of the box will you for a moment you have to serve over 10 million customers in the next 10years :P


@AfriGuy please tell me you took photos of the inventory before everything was dispatched..

Curious is the warehouse automated :)
 
8k is a lot of deliveries :O Don't think MDS expected that lol. Def in future to release in bundles over time..

@AfrGuy, just waiting for Bern at MDS to get back to me then you could offer email tracking status updates for people ;)
 
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