Afrihost Uncapped ADSL Feedback (Pt3)

[Hogrod]

Our Double Money Back claim has never been tied to specific issues. After all, how do you measure happiness? We've always been of the mind that if you feel you are not happy with the product (for whatever reason) then you can submit the claim. The only reason we sometimes don't accept a claim is, for example, if you've been suspended (for non-payment or abuse) or if you're on an ineligible product like a Bundle or MiFi Promo.

For the record. I've always paid my account on time for myself and my clients, and we've never abused any of AH products. Or received any notification to this day that we 'violated' anything. I'm a 3 year client.

 

[Hogrod]

I do respect that you're getting the run around and not getting a clear answer, but I think it would be best for us to try to come to a resolution on this as quickly as possible. If you don't mind continuing our PM discussion, I'm happy to step in and just get this resolved. I think there is some work to be done here internally, but maybe we should just sort this out using common sense so that you are not impacted going forward by this.

Ok I can do that.
but I don't understand, how will I be impacted going forward by this?

 

[Hogrod]

What grey area in this policy ?

Claiming the refund will result in immediate and full cancellation of the product concerned, if not already cancelled by the client

^^ ZERO grey area there.

And again...

If we don't delight you and deliver on our service promise, you can choose to leave us at any time in the first 60 days of your chosen product and we will pay you back double the amount you've paid us in total up to that point, on that product or package. If we don't deliver, you don't pay - in fact, we pay you.

EDIT:

Oh... and if one clicks the CLAIM button;

Account (e.g. [email protected] or www.site.co.za):
Reason for claim/dissatisfaction:

^^ No mention of the jingaling type Afrihost what-this-really-means-in-non-marketing-hype-and-false-sense-of-frontpage-quality decoded speak.

Sounds like a squirming to me... Hogrod deserves more than just a little forum apology and an "alluding" to the colour of an area in Afrihost's head-office memoboard to staff.




Then do not profess the following "If we don't delight you and deliver on our service promise..."

A "service promise" that must "delight" a client ... I see, so no issue really, as long as we are delighted by the promise of a service... oooooh... how convenient.

Sounds like grounds for an ASA spat to me.

Agree. I made a claim on one product, and then suspended on other products I was happy with. Very unfair. If I'd read that would happen I would not have claimed on the damn thing!

 

[AfriMan]

Yea, they are overwhelmed in terms of bandwidth. Remember through, April 10th are their network upgrades

That's the provisional date we have. At this stage, we'd like to continue doing what we can to optimise performance as anything could really happen - based on past experience. And hey, they may even go early

 

[AfriMan]

Ok I can do that.
but I don't understand, how will I be impacted going forward by this?

Just in terms of waiting for a decision on policy to be made while you are awaiting a decision. I think there is definitely more thought that needs to go into this on our side

 

[AfriMan]

I did the same... it was terrible. 10MB Home Uncapped to 4MB Business and it was worse (shocking). I tried to move back to Home Uncapped the same evening from the CZ, but it wouldn't work.... A support tech got involved, made a mistake on the account and upgraded to 10MB Business, instead of 10MB Home. I told her on the phone it wasn't correct, but she too had issues putting it back to my original 10MB Home. She assured me that I wouldn't be charged while they sorted it out, but that wasn't true. I have been billed pro-rata for the line and Uncapped, it has been taken off my credit card, and I have been fighting for 2 weeks to get my money back. In the mean time, the new month's invoice has been issued, full amount taken off my credit card... so far, no response to any of my tickets to correct AH's error, and no credit :wtf:

Sounds we got it wrong. I must ask though that if you're working with our critical care team that you deal directly with them until the issue is cleared. Otherwise this creates mass confusion on our side about what has been done in the interim and who is doing what. Our guys in that unit are very thorough and experienced, so they can serve you best if you make full use of them while your complaint is active.

 

[Hogrod]

Just in terms of waiting for a decision on policy to be made while you are awaiting a decision. I think there is definitely more thought that needs to go into this on our side

Understood, thanks.
I sent a PM in regards to a domain, but you are welcome to PM me anytime.

 

[i.got~issues]

I don't think the complainant is talking about being billed for the same product - if that is the case, we shouldn't be billing for suspended products and we've never done so in the past - unless it has been reactivated.

I think you are being [-]purposefully obtuse[/-] deliberate in your avoiding the real issue .

The "complainant " is talking about cancelling a single product out of many that he has with Afrihost because he was not delighted with the promise of that single service, and claimed for this single product, and then found that every other product and service had been cancelled by Afrihost because of their grey-area AND then he now gets ignored because this grey-area has relegated him to the unclean, untouchable folder of Warren-N and support.

 

[AfriMan]

I think you are being purposefully obtuse.

The "complainant " is talking about cancelling a single product out of many that he has with Afrihost because he was not delighted with the promise of that single service, and claimed for this single product, and then found that every other product and service had been cancelled by Afrihost because of their grey-area AND then he now gets ignored because this grey-area has relegated him to the unclean, untouchable folder of Warren-N and support.

I don't see why it's necessary to use that kind of condescending language. It's offensive and has no place in an open dialogue like this forum.

Really not cool, dude.

 

[i.got~issues]

I don't see why it's necessary to use that kind of condescending language. It's offensive and has no place in an open dialogue like this forum.

Really not cool, dude.

Offensive?

My oh my.

/edits comment

Condescending language perhaps as a result of perceived endless circumvention and having to repeatedly spell-out what was actually said in a thread that a reply has no bearing on.

Oh, I forgot to use a smiley... oops.

 

[AfriMan]

Offensive?

My oh my.

/edits comment

Condescending language perhaps as a result of perceived endless circumvention and having to repeatedly spell-out what was actually said in a thread that a reply has no bearing on.

Oh, I forgot to use a smiley... oops.

It's easy to be sarcastic and dismissive with a rep you know can't speak back to you in the same terms. I'm here to engage and help people, not get into mud slinging matches.

I really hope you have a think about that - you'll get a lot more out of the forum if you're prepared to have real conversations about what's important to all of us. I'd like to think that's why we're all here

 

[i.got~issues]

It's easy to be sarcastic and dismissive with a rep you know can't speak back to you in the same terms. I'm here to engage and help people, not get into mud slinging matches.

I really hope you have a think about that - you'll get a lot more out of the forum if you're prepared to have real conversations about what's important to all of us. I'd like to think that's why we're all here

Ok... I will leave this thread for you then. Let those who use it perhaps decide.

 

[Taranis]

It's easy to be sarcastic and dismissive with a rep you know can't speak back to you in the same terms. I'm here to engage and help people, not get into mud slinging matches.

I really hope you have a think about that - you'll get a lot more out of the forum if you're prepared to have real conversations about what's important to all of us. I'd like to think that's why we're all here

Just tell us you will pay the guy what's due to him and you will reinstate the products you erroneously cancelled.

Also you might want to delete the "do not speak to this customer" comments you made on the client system. That will get you in serious trouble one day.

 

[AfriMan]

Ok... I will leave this thread for you then. Let those who use it perhaps decide.

It doesn't have to be me or you. We can achieve more together. That's what I'm saying. I can't do much without everyone's help here, and at the end of the day I'm here to serve you - our clients. So use me - don't abuse me

 

[AfriMan]

Just tell us you will pay the guy what's due to him and you will reinstate the products you erroneously cancelled.

Also you might want to delete the "do not speak to this customer" comments you made on the client system. That will get you in serious trouble one day.

I can't make changes without consulting the departments that have domain over this type of process - but I have been engaging with them and I do believe this is a process that we can handle better.

I also don't want to promise an outcome just yet, but I have been and will continue to communicate to the affected client until we find the solution - whatever that solution is.

 

[Taranis]

I can't make changes without consulting the departments that have domain over this type of process - but I have been engaging with them and I do believe this is a process that we can handle better.

I also don't want to promise an outcome just yet, but I have been and will continue to communicate to the affected client until we find the solution - whatever that solution is.

Well if you leave nasty 'revenge' notes on the clients' profiles then what is the department to think?

Dude, you need to rethink your entire approach to customer retention and handling.

 

[AfriMan]

Well if you leave nasty 'revenge' notes on the clients' profiles then what is the department to think?

Dude, you need to rethink your entire approach to customer retention and handling.

I'm not sure where that came from, I've looked at the notes on the account and there is nothing nasty or personal posted on our internal systems. It may have been conveyed in a poor manner, but we've only noted the same information as per the written correspondence issued with regard to a loss of confidence.

 

[thomascmyk]

Currently there are capacity issues :/ They are being addressed though

There were capacity issues when I was still with Afrihost... and before then... and now I see there are still issues?

Is it worth staying with any ISP for THAT long when you are not getting the service that you are paying for?

I don't think so.

 

[Hogrod]

Just tell us you will pay the guy what's due to him and you will reinstate the products you erroneously cancelled.

Also you might want to delete the "do not speak to this customer" comments you made on the client system. That will get you in serious trouble one day.

I definitely don't want reinstatement . All trust was eroded away from the service I received. At the very least, I am owed the guarantee refund for the uncapped, plus costs of hosting from the point the suspension occurred and still being billed for

I'm busy moving to another ISP and hosting company who will hopefully provide the level of service and professionalism I and my clients require.

Be assured, if there is no resolution to my complaint or no communication I'll keep on posting here and everywhere until it's done.

 

[Taranis]

I'm not sure where that came from, I've looked at the notes on the account and there is nothing nasty or personal posted on our internal systems. It may have been conveyed in a poor manner, but we've only noted the same information as per the written correspondence issued with regard to a loss of confidence.

Do you deny that your operators and managers 'review' clients and leave such notes on the system?