Afrihost Support Test Failed

A

Antono

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A small excerpt for wiki - "Customer support is considered as one of the main data channels for customer satisfaction research and a way to increase customer retention."

This seems to be quite common as far as definitions is concerned but not in good ole RSA. No boy. Over here we have a firm believe that the service provider is king and that the king is doing you a huge favor by letting you be part of his business, a believe well proven by many of the ISP's which included Afrihost.

Clearly you are not capable of providing the service you sell in a sustainable manner. If this was the case then why can you not respond to simple support issues, why is your support channels constantly backlogged and why do you commit to things you cannot deliver. Here is the excuse (an answer and an excuse are two different things) - because we are so bright that all the attention is blinding us. So here is the thing about excuses like that - it is simply bad customer service to blame internal issues (such as a wildly successful marketing campaign) on the customer or even allow it to become their problem. Your customers did not advertise something they cannot deliver so why must they suffer?

Forget all the little bells and whistle that you attempt to use to improve support. Get back to the basic - a) competent people who can do more than follow an idiot chart, b) respond and keep your customer up to date on issues that impact them at all time, not only when it suites you or when you have a free minute. Live chat means nothing if it is off line, whatsapp means just a little if customers have to wait 30-40 minutes for a response, an app is useless if the calls logged does not get responded to.

@Afrihost-Gian good luck, I'm sure this won't sink the ship but seriously consider Googling the concept of customer service, it's vastly different to revenue generation.
 
@Afrihost-Gian @AfriFella your service suck big time.

Not only do you not respond but now on a saturday morning you decide to take ownership of my circuit never having given my my PPPoE detail and no way to get it. Your client zone suck as much as your service since the fibre package for the circuit you claim to own not is in processing status and does not allow me to access any details

THANKS FOR F-ALL

Oh as usually 'live' chat is off line and whatsapp is like wtf is app. You absolutely redefine useless. Enjoy your weekend
 
Antono said:
A small excerpt for wiki - "Customer support is considered as one of the main data channels for customer satisfaction research and a way to increase customer retention."

This seems to be quite common as far as definitions is concerned but not in good ole RSA. No boy. Over here we have a firm believe that the service provider is king and that the king is doing you a huge favor by letting you be part of his business, a believe well proven by many of the ISP's which included Afrihost.

Clearly you are not capable of providing the service you sell in a sustainable manner. If this was the case then why can you not respond to simple support issues, why is your support channels constantly backlogged and why do you commit to things you cannot deliver. Here is the excuse (an answer and an excuse are two different things) - because we are so bright that all the attention is blinding us. So here is the thing about excuses like that - it is simply bad customer service to blame internal issues (such as a wildly successful marketing campaign) on the customer or even allow it to become their problem. Your customers did not advertise something they cannot deliver so why must they suffer?

Forget all the little bells and whistle that you attempt to use to improve support. Get back to the basic - a) competent people who can do more than follow an idiot chart, b) respond and keep your customer up to date on issues that impact them at all time, not only when it suites you or when you have a free minute. Live chat means nothing if it is off line, whatsapp means just a little if customers have to wait 30-40 minutes for a response, an app is useless if the calls logged does not get responded to.

@Afrihost-Gian good luck, I'm sure this won't sink the ship but seriously consider Googling the concept of customer service, it's vastly different to revenue generation.
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Why are you creating multiple threads?

Your experience does not represent all others. I have found Afrihost support to be pretty good. Moaning in multiple threads is hardly a productive way to get your line migration resolved, which sounds more like a fibre network issue than an ISP one.

WhatsApp support is lightning fast when online - and the operating hours are more than reasonable. I've used it quite a few times, for quick and easy success.

You're making yourself look like the customer from hell: unable to comprehend the multiple layers involved in having an internet connection, some of which ISPs have limited control over, and an unreasonable expectation of customer service given the unlimited whinging you want to subject their agents to.
 
Bryn said:
Test it yourself. Give them a call or initiate a WhatsApp conversation. I don't think I've waited longer than half a minute for either.
Click to expand...

How long have you been with them? Why did you have to chat with them so much, having lots of issues?
 
beans100 said:
How long have you been with them? Why did you have to chat with them so much, having lots of issues?
Click to expand...

- Wanting clarification on the procedures relating to the various aspects of my signup.
- Asking where my router login is (I was being a dumbass - it was in the Clientzone)
- Asking why I was emailed a pro-rata invoice for a non-negative amount (they issued emergency credit to avoid a debit order going off)
- Checking if I can submit the cancellation invoice to them on the 1st, when I receive it, and still get credit (yes, I can)
- Sending the cancellation invoice received from Cool Ideas
- Checking up on the credit status for the free 3 months (looks fine)

I don't expect to never need customer support. Had I not given a damn to lift a finger and had a similar predisposition to our OP here, I may have later felt the need to create angry threads about how I was charged 50% of July's full amount despite being promised 3 free months.

A little effort and politeness go a long way.
 
Bryn said:
Why are you creating multiple threads?

Your experience does not represent all others. I have found Afrihost support to be pretty good. Moaning in multiple threads is hardly a productive way to get your line migration resolved, which sounds more like a fibre network issue than an ISP one.

WhatsApp support is lightning fast when online - and the operating hours are more than reasonable. I've used it quite a few times, for quick and easy success.

You're making yourself look like the customer from hell: unable to comprehend the multiple layers involved in having an internet connection, some of which ISPs have limited control over, and an unreasonable expectation of customer service given the unlimited whinging you want to subject their agents to.
Click to expand...

Do you not see how screwed up this is. As a paying customer it is NOT my problem how complex anything is. IF you advertise something and sell something then you make sure you can deliver. As a paying customer it is not my job to comprehend any layers except the one layer I'm paying. Also I have never demanded immediate resolution for anything, I have demanded feedback and acknowledgement. It took me two day to get them to acknowledge that they have received my request to start migration and this only after I spend a lot of my time running after them. But again enjoy your good service (45 min wait on whatsapp is hardly good service), I am sure you deserve it.
 
Bryn said:
- Wanting clarification on the procedures relating to the various aspects of my signup.
- Asking where my router login is (I was being a dumbass - it was in the Clientzone)
- Asking why I was emailed a pro-rata invoice for a non-negative amount (they issued emergency credit to avoid a debit order going off)
- Checking if I can submit the cancellation invoice to them on the 1st, when I receive it, and still get credit (yes, I can)
- Sending the cancellation invoice received from Cool Ideas
- Checking up on the credit status for the free 3 months (looks fine)

I don't expect to never need customer support. Had I not given a damn to lift a finger and had a similar predisposition to our OP here, I may have later felt the need to create angry threads about how I was charged 50% of July's full amount despite being promised 3 free months.

A little effort and politeness go a long way.
Click to expand...

a) my pppoe was not in clientzone so I'm not a dumbass
b) lifting a finger is a bit of a broad statement but if running after non existing support is not lifting a finger then yes, who cares to lift a finger
c) effort and politeness goes only so far then I expect service. I did not sign up to try and get FB friends
 
Antono said:
a) my pppoe was not in clientzone so I'm not a dumbass
b) lifting a finger is a bit of a broad statement but if running after non existing support is not lifting a finger then yes, who cares to lift a finger
c) effort and politeness goes only so far then I expect service. I did not sign up to try and get FB friends
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Hi Antono, I have read through your messages and fully understand why you might be disappointed with the service you have received from us at Afrihost. We do pride ourselves with providing our clients with nothing but the best when it comes to customer service, and I believe we have let you down here

Reading through your messages I see you that you have had not had any joy with your connectivity, or assistance with getting steps to configuring your connection. Can you Kindly send your Clientzone details to me via PM and I will look into this for you and provide assistance if you are still experiencing issues on this.
 
Afrigirl said:
Hi Antono, I have read through your messages and fully understand why you might be disappointed with the service you have received from us at Afrihost. We do pride ourselves with providing our clients with nothing but the best when it comes to customer service, and I believe we have let you down here

Reading through your messages I see you that you have had not had any joy with your connectivity, or assistance with getting steps to configuring your connection. Can you Kindly send your Clientzone details to me via PM and I will look into this for you and provide assistance if you are still experiencing issues on this.
Click to expand...

Already pm'd to @AfriGuy but I must say that while your response might seem great to the uninformed eye you are clearly missing the source of my frustration. Yes getting connected was a great frustration but that is only a symptom of your bad service and working frantically (which btw does not mean waiting for the weekend to be over) to fix a symptom will do nothing to resolve the cause. To help you out - the cause is your inability to communicate effectively with customers via your multiple channels. Fix my connection (which btw tested below par 8/10 times) but the frustration will be back as soon as I need to contact 'support'. But do not fret since I only needed connectivity not matter how crappy in order to continue my search for the holy grail, a decent ISP, so our relationship won't be that long.
 
Antono said:
Already pm'd to @AfriGuy but I must say that while your response might seem great to the uninformed eye you are clearly missing the source of my frustration. Yes getting connected was a great frustration but that is only a symptom of your bad service and working frantically (which btw does not mean waiting for the weekend to be over) to fix a symptom will do nothing to resolve the cause. To help you out - the cause is your inability to communicate effectively with customers via your multiple channels. Fix my connection (which btw tested below par 8/10 times) but the frustration will be back as soon as I need to contact 'support'. But do not fret since I only needed connectivity not matter how crappy in order to continue my search for the holy grail, a decent ISP, so our relationship won't be that long.
Click to expand...

I understand Antono you are frustrated, and I am only seeing this now, as such I would like to assist you and perhaps communicate with the correct channels to make sure that you do get the assistance you require.

I am sorry that I responded to your message so late our team only works weekly Monday - Friday, this is why you did not get much assistance over the weekend when you needed us most.

For a much faster response, as I am on your profile now, please forward the PM to me so that I assist you, as AfriGuy will only be here later this afternoon, unless perhaps you wouldn't mind waiting?
 
More lip service...it's nauseating.
Meanwhile AfriFella lurks in the shadows ignoring all who have called him out for his ineptitude....

Life goes on.
 
MirageF1 said:
More lip service...it's nauseating.
Meanwhile AfriFella lurks in the shadows ignoring all who have called him out for his ineptitude....

Life goes on.
Click to expand...

To be honest I'm not really that fussed anymore. I will make sure others are aware of their 'service' level so they can make informed decisions but I could not really care less about how they choose to handle this. I must admit that I can almost see the tears in their eyes :giggle:
 
MirageF1 said:
More lip service...it's nauseating.
Meanwhile AfriFella lurks in the shadows ignoring all who have called him out for his ineptitude....

Life goes on.
Click to expand...

Hi MirageF1, this is not the kind of feedback we wish to get from our clients is there something I can assist you with, please forward me the PM and I will look into your query for you and advise?
 
Antono said:
To be honest I'm not really that fussed anymore. I will make sure others are aware of their 'service' level so they can make informed decisions but I could not really care less about how they choose to handle this. I must admit that I can almost see the tears in their eyes :giggle:
Click to expand...

I understand that we did let you down Antono, I am trying my best to assist you here. I have requested our Critical Care team to look into this for you, and they will advise.
 
Afrigirl said:
I understand that we did let you down Antono, I am trying my best to assist you here. I have requested our Critical Care team to look into this for you, and they will advise.
Click to expand...


Ask your lurking colleague who I already supplied the info with ( at his request!)
You do the rest...I've done my side already.
 
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