Afrihost New Network Feedback

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craig1606 said:
@ Afrigenie,

Could you please look at the following support requests I have logged.
XJR-677-85247
PKA-324-29688
PXC-104-81968
BYV-248-98878
VMS-418-22232

Afrihost hosts a number of domains for me.
1. Clearly you guys are incapable of stopping spam originating on your domain and you allow spoof email addresses on your domain. Now my teenage children, wife and I are getting spammed with porn from YOUR network and MY email address. Just how incompetent are your network staff, as This has been carrying on for at least a week now.
2. I am unable to send emails between my OWN domains that YOU host, yet all the friggin SPAM in the world comes through.

Do you think you might have a problem somewhere????? Your genius support staff certainly don't think so, based on the idiotic responses they keep on giving me.
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Hi

While I fully understand you're frustrated, it's never a good idea to open multiple tickets around the same issue. This makes is nearly impossible for us to track the same conversation.
I see our team have replied to your latest ticket, VMS-418-22232, please continue to talk to our team via this ticket so we can properly address the ongoing issue.
 
I was downloading at 507kb/s last night :) although again after 00:00. Bloody kids need to go to bed by 7pm :D
 
AfriGenie said:
That is waaaay too long. Can you please PM me the ticket ID, let me follow-up on this.
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As per my pm:
Code: 
My original ticket:
xx

I had to resort to giving the support consultant a poor rating before I could get a reply out of someone.
SMS ticket: xx


Coming from a company where anything under 95% customer satisfaction is not acceptable, I am really not very happy right now. I mean, Afrihost cannot even provide support on a small query.... how then should I have faith that I can be supported with a bigger issue?
 
froot said:
As per my pm:
Code: 
My original ticket:
xx

I had to resort to giving the support consultant a poor rating before I could get a reply out of someone.
SMS ticket: xx


Coming from a company where anything under 95% customer satisfaction is not acceptable, I am really not very happy right now. I mean, Afrihost cannot even provide support on a small query.... how then should I have faith that I can be supported with a bigger issue?
Click to expand...

AfriGenie will only be in a little later.
Happy to follow up on anything urgent for you in the mean time :)
 
AfriGuy said:
Hi

While I fully understand you're frustrated, it's never a good idea to open multiple tickets around the same issue. This makes is nearly impossible for us to track the same conversation.
I see our team have replied to your latest ticket, VMS-418-22232, please continue to talk to our team via this ticket so we can properly address the ongoing issue.
Click to expand...

So this is the solution to my problems. Not to log multiple calls?
Well done! You have exceeded my expectations. I did not want to believe that you guys were so useless until this response.

Explain to me how to get your staff to respond intelligently. The geniuses who work at Afrihost have killed my email altogether. Thanks for shutting down my business.
 
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AfriGuy said:
AfriGenie will only be in a little later.
Happy to follow up on anything urgent for you in the mean time :)
Click to expand...

Thanks.
Nope, not urgent. Just dismayed at the level of support that has been delivered as of late.
 
craig1606 said:
So this is the solution to my problems. Not to log multiple calls?
Well done! You have exceeded my expectations. I did not want to believe that you guys were so useless until this response.

Explain to me how to get your staff to respond intelligently. The geniuses who work at Afrihost have killed my email altogether. Thanks for shutting down my business.
Click to expand...

Let's work on this together, in a civil manner.
As I said, I fully understand you're upset - but you need to communicate this on your latest ticket so we can review and update this accordingly.

Our team have done their absolute best to assist.
 
froot said:
Thanks.
Nope, not urgent. Just dismayed at the level of support that has been delivered as of late.
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I'm sure AfriGenie is on top of things :)
Our Support guys have been swamped, we're working on this as a priority from our end.
 
Well done Afriguy, your response has helped me make a decision. So I will be 'civil' and just to move my domains to a company that can actually keep the lights on.
 
craig1606 said:
Well done Afriguy, your response has helped me make a decision. So I will be 'civil' and just to move my domains to a company that can actually keep the lights on.
Click to expand...

I'm sorry to hear that, I truly do believe that our Support team have done their best here.
We've replied to all of your tickets in a timely manner and done their best to help.

If you're still having issues you need to update your latest ticket with the relevant info so we can continue our investigation.
 
AfriGuy said:
I'm sorry to hear that, I truly do believe that our Support team have done their best here.
We've replied to all of your tickets in a timely manner and done their best to help.

If you're still having issues you need to update your latest ticket with the relevant info so we can continue our investigation.
Click to expand...

You don't seem to get the message do you? Your support staff cannot actually fix the problem. They just make it worse. So the problem progressed from receiving 2/3 spoofed messages a day, to 30+ a day, to not having a stable email system, every time your support staff worked on the issue. How can you justify your response at all?

Is it acceptable for a customer to have reoccurring issues for more than a week now? "Responding in a timely manner', is not good enough. Fixing the problem in a timely manner is the only way to keep your customers happy!
 
craig1606 said:
You don't seem to get the message do you? Your support staff cannot actually fix the problem. They just make it worse. So the problem progressed from receiving 2/3 spoofed messages a day, to 30+ a day, to not having a stable email system, every time your support staff worked on the issue. How can you justify your response at all?

Is it acceptable for a customer to have reoccurring issues for more than a week now? "Responding in a timely manner', is not good enough. Fixing the problem in a timely manner is the only way to keep your customers happy!
Click to expand...

It's become an ongoing issue due to multiple tickets being created for the same issue, unfortunately that's not something we can track.
Thanks for updating the ticket, our team will continue their investigation as soon as possible.
 
Hey I see Afrihost finally added a fibre section to their website! Nice to see capped and uncapped prices are the same for fibre and DSL. Just a bit odd that you can't get uncapped 100Mbps, or order a Telkom FTTH line.
 
Bryn said:
Hey I see Afrihost finally added a fibre section to their website! Nice to see capped and uncapped prices are the same for fibre and DSL. Just a bit odd that you can't get uncapped 100Mbps, or order a Telkom FTTH line.
Click to expand...

We don't officially offer fibre line rentals just yet, this page is more making our data products official for fibre use :)
 
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