Afrihost New Network Feedback - Part 2

[Icemanbrfc]

Your package was an exception as it is a Legacy account that you could no longer sign-up for through our website as I explained to you via PM.

I still recomend looking at the 150GB Unshaped Capped account for R299 in your instance, with Free-Time the 150GB will more than sufficient for your current usage patterns.

To be fair AG, i think despite it being a legacy package, one of the key things about customer loyalty is keeping them happy.. If said user had a specific package for a long time, then you should offer him or adjust any new packages to be in line or close to the old packages. I understand packages might change, pricing as well due to various factors, but to adjust him away from where he was a happy customer is a negative imo.

If i ran your customer relation dept, i would look at various customers on a case by case basis, assist as best i could to minimise risk of losing him/her

 

[Dianysis]

To be fair AG, i think despite it being a legacy package, one of the key things about customer loyalty is keeping them happy.. If said user had a specific package for a long time, then you should offer him or adjust any new packages to be in line or close to the old packages. I understand packages might change, pricing as well due to various factors, but to adjust him away from where he was a happy customer is a negative imo.

If i ran your customer relation dept, i would look at various customers on a case by case basis, assist as best i could to minimise risk of losing him/her

Thanks Ice. Appreciate that.

 

[AfriGenie]

Ok so it is a legacy account.

Now why must I change my account?
Why must I pay more for the same thing even if it is a legacy account. That is not on.

I am saying for 400gb unshaped it is going to cost R799. That is without the dsl line.
With the dsl line it is R998.
Afrigenie can confirm as he is the one who gave the price of R998.

That Bundled price is correct.

You could either opt for additional data that could be shaped, or you could migrate to a 400GB Unshaped Capped account, which is what I believe you opted for.

 

[Icemanbrfc]

Thanks Ice. Appreciate that.

Im a big supporter of AH, everybody knows it, the reps know, Gian im sure knows it, but i still disagree with certain things about AH

What has been your overall experience like with AH? Were you happy before this?

 

[AfriGenie]

To be fair AG, i think despite it being a legacy package, one of the key things about customer loyalty is keeping them happy.. If said user had a specific package for a long time, then you should offer him or adjust any new packages to be in line or close to the old packages. I understand packages might change, pricing as well due to various factors, but to adjust him away from where he was a happy customer is a negative imo.

If i ran your customer relation dept, i would look at various customers on a case by case basis, assist as best i could to minimise risk of losing him/her

Dianysis did have the option to remain on that package at that tariff, however, once a Client moves away from a Legacy package we are unable to revert to that package as it is no longer in circulation.

 

[Dianysis]

Dianysis did have the option to remain on that package at that tariff, however, once a Client moves away from a Legacy package we are unable to revert to that package as it is no longer in circulation.

When did I have this option? Please show me where. That is what I have been trying to find out all morning. In the email to me it said that if I did not choose between the 2 (shaped vs unshaped accounts) it would automatically default to the shaped account. No where was I told that I could remain on my legacy account.

 

[Icemanbrfc]

Dianysis did have the option to remain on that package at that tariff, however, once a Client moves away from a Legacy package we are unable to revert to that package as it is no longer in circulation.

I dont know the specifics, but is this next move ie the 2 different capped packages open to further changes? Is this an exercise to see how this will go? Im hoping that is the case, and you guys are flexible to avoid potential further issues.

 

[AfriGenie]

When did I have this option? Please show me where. That is what I have been trying to find out all morning. In the email to me it said that if I did not choose between the 2 (shaped vs unshaped accounts) it would automatically default to the shaped account. No where was I told that I could remain on my legacy account.

On the original mail that was sent out explaining the available packages, you could have opted to stay on the current package and receive double data or change to an Unshaped Capped Account.

 

[AfriGenie]

I dont know the specifics, but is this next move ie the 2 different capped packages open to further changes? Is this an exercise to see how this will go? Im hoping that is the case, and you guys are flexible to avoid potential further issues.

The 2 package change limit was only meant to reduce abuse of the R1 promotion, if anyone wants to change and is unable to because of that limitation they can just drop me a PM and I'll get the Team to manually change it.

 

[Dianysis]

On the original mail that was sent out explaining the available packages, you could have opted to stay on the current package and receive double data or change to an Unshaped Capped Account.

Oh my word. Really?
How is staying on the current package with double data with new shaping not changing the package I was on?
I was on an unshaped capped package. If I stayed on the current package it would have been forced to a shaped package. That is not the same package.

 

[Icemanbrfc]

When did I have this option? Please show me where. That is what I have been trying to find out all morning. In the email to me it said that if I did not choose between the 2 (shaped vs unshaped accounts) it would automatically default to the shaped account. No where was I told that I could remain on my legacy account.

Is your main concern cost of data and line? If you go on the shaped option, that would keep you 400 + 400(Double Data) at R399 excluding line rental. Can you paste the pricing you are being quoted again? Because again, i cant see how a 400 gig package will cost you R699

 

[Dianysis]

Oh my word. Really?
How is staying on the current package with double data with new shaping not changing the package I was on?
I was on an unshaped capped package. If I stayed on the current package it would have been forced to a shaped package. That is not the same package.

If I was truly given the option to stay on my legacy account at the current price I would be getting a 400gb unshaped capped bundle with dsl line included for R699 a month.
Not some watered down shaped account.

 

[Dianysis]

Is your main concern cost of data and line? If you go on the shaped option, that would keep you 400 + 400(Double Data) at R399 excluding line rental. Can you paste the pricing you are being quoted again? Because again, i cant see how a 400 gig package will cost you R699

My concern is:

I have been paying for a 400gb capped account (which has always been UNSHAPED) bundle which includes the dsl line for R699.

Now to get a 400gb capped UNSHAPED account bundle with the dsl line included it is going to cost R998.

Ie R299 increase for the same thing.

I DO NOT WANT A SHAPED CAPPED ACCOUNT.

This was in the email:

 

[Icemanbrfc]

My concern is:

I have been paying for a 400gb capped account (which has always been unshaped) bundle which includes the dsl line for R699.

Now to get a 400gb capped unshaped account bundle with the dsl line included it is going to cost R998.

Ie R299 increase for the same thing.

This was in the email:

View attachment 406668

Think something is wrong here. If you paid for a 400 gig package, it shouldnt show up as 800 gig pricing. 400 + 400 is correct incl double data, but the pricing seems off.

Thats why i asked if your line rental is not included, as my AfriPlus is included in my email.

 

[Dianysis]

Think something is wrong here. If you paid for a 400 gig package, it shouldnt show up as 800 gig pricing. 400 + 400 is correct incl double data, but the pricing seems off.

Thats why i asked if your line rental is not included, as my AfriPlus is included in my email.

My December invoice:

 

[Icemanbrfc]

My concern is:

I have been paying for a 400gb capped account (which has always been UNSHAPED) bundle which includes the dsl line for R699.

Now to get a 400gb capped UNSHAPED account bundle with the dsl line included it is going to cost R998.

Ie R299 increase for the same thing.

I DO NOT WANT A SHAPED CAPPED ACCOUNT.

This was in the email:

View attachment 406668

So like so

Original
400 GB + 400GB@ R399
Dsl Line @ R279

New unshaped package
400GB @ R399
DSL Line @ R279

So on the new package you potentially see double data fall away, but thats okay as it was only a promo anyway. So the unshaped pacakge is still what you would or should be getting at the original pricing

 

[Dianysis]

So like so

Original
400 GB + 400GB@ R399
Dsl Line @ R279

New unshaped package
400GB @ R399
DSL Line @ R279

So on the new package you potentially see double data fall away, but thats okay as it was only a promo anyway. So the unshaped pacakge is still what you would or should be getting at the original pricing

But it's not. The 400GB unshaped new price is R799.

 

[Icemanbrfc]

But it's not. The 400GB unshaped costs R799.

Like i said, its a mistake surely. That R799 should be both data and 4mbps line. If i go on pricing on the AH website for a 400GB bundle, its not R799.

 

[Dianysis]

Like i said, its a mistake surely. That R799 should be both data and 4mbps line. If i go on pricing on the AH website for a 400GB bundle, its not R799.

And I have been trying to get this sorted with the AH reps all day but somewhere we are not on the same page.

 

[Icemanbrfc]

This is the 400 gig data only cost. The reason i ask if your line is included, is because AH manages your line so a cost will be for data and line.

So basically if the R799 includes line, then you will not choose the shaped option, but the unshaped one which was your legacy pacakge, and the promo data falls away.