Afrihost's absurd TopUp gifts...

Hi DJ

You are of course 100% entitled to your own opinion.

I can, however, sincerely say it was never out intention to save face, be disrespectful, opportunistic or manipulative. That fact that you feel we have been is obviously disappointing - I guarantee that was never my intention.

As mentioned we wanted to give this away at the beginning of the month but due to network constraints we could not.

Having said all this I do understand what you are saying and I can assure you we have even bigger things planned for our Capped clients next month.

DJ, I hope you will see our motives are pure next month and that you will see that we do not sit plotting at night to see how we can manipulate our clients.

We, however, do sit plotting at night to figure out ways to give even more to our clients :-)

There is no question that our clients' love and belief in us is the reason for our success - I promise we will never take that for granted.

I know we will never be able to please everyone - what we aim for is to give of our absolute best and hope that that is enough to delight the majority of our clients.

Thanks

Gian
 
Afrihost-Gian said:
Hi DJ

You are of course 100% entitled to your own opinion.

I can, however, sincerely say it was never out intention to save face, be disrespectful, opportunistic or manipulative. That fact that you feel we have been is obviously disappointing - I guarantee that was never my intention.

As mentioned we wanted to give this away at the beginning of the month but due to network constraints we could not.

Having said all this I do understand what you are saying and I can assure you we have even bigger things planned for our Capped clients next month.

DJ, I hope you will see our motives are pure next month and that you will see that we do not sit plotting at night to see how we can manipulate our clients.

We, however, do sit plotting at night to figure out ways to give even more to our clients :-)

There is no question that our clients' love and belief in us is the reason for our success - I promise we will never take that for granted.

I know we will never be able to please everyone - what we aim for is to give of our absolute best and hope that that is enough to delight the majority of our clients.

Thanks

Gian
Click to expand...

Hi Gian,

I appreciate your response and I do believe that you are sincere. Your sincerity does not change the fact that there is a perception created here that you may wish to address. Or not. I am not attacking Afrihost, I am merely pointing out a perception that perhaps you hadn't anticipated, and one that you either accept as constructive or simply as me being a dick.

I look forward to seeing the next round of customer interactions/give-aways. Hopefully the timing is given a little more forethought and it goes some way in addressing your customers' issues from the migration.

I really do wish you all the best. Perhaps me holding you to a level of accountability higher than that of your competitors is actually a good thing? ;)
 
Zyzzyva said:
I'm siding with Afrihost on this one. As far as i can tell uncapped users are getting a helluva deal next month and capped users are getting something for nothing.
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+2, I'm a capped customer and the product runs at 100% 24/7. I can understand compensating unhappy uncapped customers with substantial discounts off next months statements but as a capped client I don't expect any such concession. The product performs as advertised.

That I got an additional 44gb on an already under utilized 50gb account is besides the point.

It's a goodwill gesture on Afrihosts behalf and one I would imagine all uncapped customers would be most happy with.
 
Hi Nicci

I am sorry that we have upset and frustrated you by giving you 31GBs for free to use over the next 4 days - If you would like I will ask our Dev guys to remove it for you?

(I am not trying to be facetious here BTW - I you honestly do not want them and the thought of having those GBs are causing you pain amd aggravation pls PM your username to Afriman and I will make sure they're removed)

I must be honest - It was always my intention to say thank you and bring joy and the fact that this has upset you does perplex me somewhat.

I am always trying to understand our client so I can better serve them and I honestly never thought free GBs would cause such pain :-(

Having said this I assure you that next month we will give even more to our Capped clients and then hopefully this will all be a moot point.

I sincerely wish to thank every one of our clients for their belief and trust in us - I promise you we will not let you down.

Thanks

Gian
 
Afrihost-Gian said:
Hi Nicci

I am sorry that we have upset and frustrated you by giving you 31GBs for free to use over the next 4 days - If you would like I will ask our Dev guys to remove it for you?

(I am not trying to be facetious here BTW - I you honestly do not want them and the thought of having those GBs are causing you pain amd aggravation pls PM your username to Afriman and I will make sure they're removed)

I must be honest - It was always my intention to say thank you and bring joy and the fact that this has upset you does perplex me somewhat.

I am always trying to understand our client so I can better serve them and I honestly never thought free GBs would cause such pain :-(

Having said this I assure you that next month we will give even more to our Capped clients and then hopefully this will all be a moot point.

I sincerely wish to thank every one of our clients for their belief and trust in us - I promise you we will not let you down.

Thanks

Gian
Click to expand...

Gian,

I've just decided that my company will also run a promotion. If you reply within the next 10 seconds I'll give you a million bucks. I'm gonna market this all over the show as "One million rand, from me to you". People will share it all around. I'll reap the marketing rewards.

Good luck, and thanks for participating...
 
Sorry that you didn't win this time around. Better luck next time...
 
Afrihost-Gian said:
I am sorry that we have upset and frustrated you by giving you 31GBs for free to use over the next 4 days
Click to expand...

Why not rather wait and give it away at the beginning of the month so people actually have time to use it? What you are doing is saying sorry, here's a gift but we know you can't use it all nah nah na nah na.
 
DJ... said:
Afrihost, what is the point of giving people gigs of data, in the hope of saving face after your MTN balls-up, and then placing ridiculous limitations on its use, to the point that it can only be used up in a matter of a few days. Let's take for example Nicci, from this very forum. Here's what you did:



Now what the hell is the point of 31 gigs if you've given her 4 days to use it? It just smacks of opportunistic PR bullschit. The fact that you explicitly state the limitations leads me to believe that you are well aware of this, and did so at the end of the month intentionally, knowing full-well that there is no way that people are likely to use it.

So big up for choosing to do something. Massive thumbs-down for the opportunistic, unbalanced PR package that you've chosen to use. This is hardly a sincere apology...
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+1 , Afrihost has gone from a company i enjoyed being associated with to one i dislike. Another example is the Biggest Downloaders competition , Afrihost were fully aware of the network problems but thought it was good PR to have this competition. Im so glad im no longer associated with them and am very happy with my new isp.
 
Hello Gian,

Thank you for addressing the point. Afriman has been in contact with me. It is not causing pain or aggravation, but I was taken aback when I had to use it up in 4 days. I was very grateful, until I read I must use it up before month end, which to me, was defying the purpose of a gift. It is like giving a deaf person a CD, it's pointless.

I understand where you are coming from, and I do respect and appreciate that you are giving away thank you gifts. I never cancelled my AH accounts when things were bad, I simply used my free FNB account, and continued to pay even though I was not making use of your service as much as I would normally do. In any case, I have said how I feel, and I feel that this matter has been addressed and I will in future rather keep quiet, as I do not wish to upset anyone.
 
Afrihost-Gian said:
Hi Nicci

I am sorry that we have upset and frustrated you by giving you 31GBs for free to use over the next 4 days - If you would like I will ask our Dev guys to remove it for you?

(I am not trying to be facetious here BTW - I you honestly do not want them and the thought of having those GBs are causing you pain amd aggravation pls PM your username to Afriman and I will make sure they're removed)

I must be honest - It was always my intention to say thank you and bring joy and the fact that this has upset you does perplex me somewhat.

I am always trying to understand our client so I can better serve them and I honestly never thought free GBs would cause such pain :-(

Having said this I assure you that next month we will give even more to our Capped clients and then hopefully this will all be a moot point.

I sincerely wish to thank every one of our clients for their belief and trust in us - I promise you we will not let you down.

Thanks

Gian
Click to expand...

Really? No need to be an @ss to the lady! She is on a capped package, which I am sure as you know the usage patterns are very different then uncapped.

Uncapped are normally all you can eat buffet style users while capped users are normally a la carte eaters. So you basically gave the buffet eaters 90% off their bill and the a la carte eaters an extra 50 hamburgers to eat within 4 days.

Be honest, can you not see the problem with that? Give the lady the data for next month and avoid more embarrassment. * Note: Personally I think you did a good thing to say sorry to the users, but maybe reversed the rewards to the correct parties.
 
DJ... said:
Gian,

I've just decided that my company will also run a promotion. If you reply within the next 10 seconds I'll give you a million bucks. I'm gonna market this all over the show as "One million rand, from me to you". People will share it all around. I'll reap the marketing rewards.

Good luck, and thanks for participating...
Click to expand...

And back in the real world you do realise they are giving most their customers 50%+ discounts next month? Which in the real world means they are going to lose a ton of cash.

That's a pretty tangible gesture from where i'm sitting.
 
Afrihost-Gian said:
So why did we only give this batch of topups away this weekend and not earlier in the month?

Quite simply because this was the weekend our network's extra IPC capacity went live.

We could not give it away any earlier due to the fact that our network was at capacity - if we gave away a load of Capped unshaped GBs before this weekend to all of our Capped clients it would have flattened our network.
Click to expand...

Im sorry but then why not give it away at the start of next month? Or atleast allow it to carry over.
 
DJ... said:
Gian,

I've just decided that my company will also run a promotion. If you reply within the next 10 seconds I'll give you a million bucks. I'm gonna market this all over the show as "One million rand, from me to you". People will share it all around. I'll reap the marketing rewards.

Good luck, and thanks for participating...
Click to expand...

This is a childish. You have made your point and expressed your opinion.
 
Nicci said:
I will in future rather keep quiet, as I do not wish to upset anyone.
Click to expand...

Bugger that, again. Afrihost are a company who are accountable to their customers, and I'm sure Gian would agree with this. By your very admission they received an entire month's worth of your money for a service that you didn't use, and that fault was Afrihost's - not yours. People getting upset is inevitable. Don't simply back down because the upset party happens to be Afrihost now...
 
kripstoe said:
This is a childish. You have made your point and expressed your opinion.
Click to expand...

It appears that my point was not hitting home and needed a more basic illustration. It perfectly analogises the Afrihost promotion, so by inference, their promotion is equally ridiculous...
 
Thank you Nicci.

I do appreciate your loyalty. And I apologise if (as foinoi said) you thought I was being an @ss to you - I honestly never meant it in that way.

I can understand the frustration of feeling you need to get through all the extra GBs and have a limited time to do so.

All I can say is that you won't be disappointed next month.

@ponder and foinoi:

There are reasons that we needed to get this Mystery Bonus out this month - Which will be clear next month.

We were hoping to get the IPC in earlier this month but unfortunately there were delays there that hamstrung our efforts to get the Mystery Bonus out sooner.

As I've mentioned before we will make up for any frustration caused by our timing over this next month.

Thanks

Gian
 
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