Another Afrihost Rant

AfriMan said:
I am always happy to help clients, but we also realised a long time ago that protecting our team and giving them the same expectation of privacy and dignity we give our clients is essential to providing good service. If you believe that abusing them in this way on public forums is the route to improving service, we fundamentally disagree about how to foster a culture of good service.

Ultimately this is a violation of our terms of service, and it's really not the way to achieve what you're after. While the link may have been removed, I assume the recordings are still accessible to anyone who has cached or copied it, which makes it still in the public domain. This is highly unethical and I cannot condone the approach taken here.
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You are making a mountain from a mole hill with regard to "privacy" and what not. Help the client. Get your priorities straight. He is paying for a service which he isn't receiving. Help him.
 
ambroseg1 said:
You are making a mountain from a mole hill with regard to "privacy" and what not. Help the client. Get your priorities straight. He is paying for a service which he isn't receiving. Help him.
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We will always help our Clients in any way that we can, all that they need to do is ask. There are, however, certain ways to ask for our assistance, the original post, was not a good way to go about this.
 
AfriGenie said:
We will always help our Clients in any way that we can, all that they need to do is ask. There are, however, certain ways to ask for our assistance, the original post, was not a good way to go about this.
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My apologies. I lost sight of the fact that the client should be grateful and humble. The service is after all being provided free of charge.
 
ambroseg1 said:
My apologies. I lost sight of the fact that the client should be grateful and humble. The service is after all being provided free of charge.
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No... I think you are missing the point that we are trying to make, is it unreasonable to ask that our Team be treated with dignity and respect?
 
AfriGenie said:
No... I think you are missing the point that we are trying to make, is it unreasonable to ask that our Team be treated with dignity and respect?
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With all due respect, we know how business is conducted in SA. As Ambroseg1 was trying to point out to you; the prevailing status quo in this country is that business views the customer as an idiot, whose money is soon to be theirs, all they need to do is provide a "service" that barely works, in order that the Consumer Protection Acts and other acts can be side-stepped, and bill the idiot customer for the privilege. If he complains? So what, just stall, delay, deny, and eventually just make it such that the client leaves of his own accord. And, enforce a strict "NO REFUNDS" policy.
 
1441568916 said:
With all due respect, we know how business is conducted in SA. As Ambroseg1 was trying to point out to you; the prevailing status quo in this country is that business views the customer as an idiot, whose money is soon to be theirs, all they need to do is provide a "service" that barely works, in order that the Consumer Protection Acts and other acts can be side-stepped, and bill the idiot customer for the privilege. If he complains? So what, just stall, delay, deny, and eventually just make it such that the client leaves of his own accord. And, enforce a strict "NO REFUNDS" policy.
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That never has been, nor ever will be the way in which Afrihost is run. If there is an issue, we will address, and we will always ensure that our Clients come first, but, we do ask that our Team is treated with respect and dignity.

We have no problem with a Client raising an issue with us, and we will do all we can to make sure that the issue is resolved, but we do structures in place that allow our Clients to escalate issues, and have us address specific problems. Posting audio recordings of conversations between the Client and our Support Team is NOT a way to go about it.
 
So when is it acceptable to start losing your cool when a service you are paying for isn't being delivered? Dignity and respect? Getthe****outtahere! Dignity and respect is providing a customer with the service he/she is paying for.
 
Dignity and respect is not stringing customers along for months while providing a crap service (when you network and IPC was crappy) and still having the audacity to charge full price without blinking.

What the hell makes the conversation between client and support team so top secret?
 
In contribution to the debate:

Dignity and respect is also not promising to refund customers for bad service, then reneging on the offer. Sonic2k and others have been reneged on their offers, I presume, it was an empty promise to shut them up, to make them go away. Oh wait, I see he is banned. Probably because he took you guys on.

For the record, I am not your customer, nor have I been at any point in the past, but, based on my research, and searching of the threads here, you are in the wrong, and crying about "privacy" is part of your standard procedures manual to deflect attention away from other issues of importance.
 
ambroseg1 said:
So when is it acceptable to start losing your cool when a service you are paying for isn't being delivered? Dignity and respect? Getthe****outtahere! Dignity and respect is providing a customer with the service he/she is paying for.
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ambroseg1 said:
Dignity and respect is not stringing customers along for months while providing a crap service (when you network and IPC was crappy) and still having the audacity to charge full price without blinking.

What the hell makes the conversation between client and support team so top secret?
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The audio recordings deal with an ADSL line issue, not our general network performance over the past few months. Those are separate issues entirely, and if you feel aggrieved you are most welcome to talk to us about this.

I've already highlighted the problem about posting the audio, as has AfriMan.
 
New Afrihost network is insanely good though.... Seriousley guys stop getting so tense about the service, if you don't like it just cancel your service, no need to destroy Afrihost completely.... Like all businesses they do have their better and worse times but at the moment they are turning it all around. You will see. :) If any ISP can do it i say that Afrihost can. (As a customer I have witnessed this in the last few months)
 
Thank you, User52, for your contribution. I am sure Gian Visser will give you a nice 13th check for that brilliant bit of marketing.
 
I have to laugh at the people attacking AH and their team. What if a company posted up the support calls you made and just bleeped out your surname and their agents name? Wouldn't you be upset? In fact I am sure you would sue because you did not give permission to have the recordings released. The employee of a company has the right to privacy within reason and the company has similar rights given that it might value such recordings as confidential between both parties (like an email correspondence). Simply put unless both parties agree then posting such recordings shows a serious lack of an ethical and moral compass.

On the subject of the technical problem as a person who works with many ISPs I know that no matter who the ADSL line may be with the buck stops with Telkom and requests by ISPs to have Telkom resolves line issues are using put at the bottom of Telkom's pile. My line is with AH but when my line goes down I submit a fault report to Telkom (use the app - makes life so much easier). Any network admin or sys admin worth his salt should have been able to diagnose that it was a physical line issue and not a problem that AH could have resolved over night.

As much as I love Afrihost, and really I am a huge fan. I do have to say that if their technical team or agents promised to get back to the client then they should have. However if a person started to swears at any staff member of any company then you get put into the category of ******* and should be treated as such. If you don't act like civilized human being then I am sorry but you don't deserve to be treated like one.

Good day.
 
killerbyte said:
I have to laugh at the people attacking AH and their team. What if a company posted up the support calls you made and just bleeped out your surname and their agents name? Wouldn't you be upset? In fact I am sure you would sue because you did not give permission to have the recordings released. The employee of a company has the right to privacy within reason and the company has similar rights given that it might value such recordings as confidential between both parties (like an email correspondence). Simply put unless both parties agree then posting such recordings shows a serious lack of an ethical and moral compass.

On the subject of the technical problem as a person who works with many ISPs I know that no matter who the ADSL line may be with the buck stops with Telkom and requests by ISPs to have Telkom resolves line issues are using put at the bottom of Telkom's pile. My line is with AH but when my line goes down I submit a fault report to Telkom (use the app - makes life so much easier). Any network admin or sys admin worth his salt should have been able to diagnose that it was a physical line issue and not a problem that AH could have resolved over night.

As much as I love Afrihost, and really I am a huge fan. I do have to say that if their technical team or agents promised to get back to the client then they should have. However if a person started to swears at any staff member of any company then you get put into the category of ******* and should be treated as such. If you don't act like civilized human being then I am sorry but you don't deserve to be treated like one.

Good day.
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Thank you, Afrihost employee. May your 13th check be voluminous.
 
AfriGenie said:
That never has been, nor ever will be the way in which Afrihost is run. If there is an issue, we will address, and we will always ensure that our Clients come first, but, we do ask that our Team is treated with respect and dignity.

We have no problem with a Client raising an issue with us, and we will do all we can to make sure that the issue is resolved, but we do structures in place that allow our Clients to escalate issues, and have us address specific problems. Posting audio recordings of conversations between the Client and our Support Team is NOT a way to go about it.
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ok,

so the AH reps here keep wetting their knotted underwear...

Bottom line if the customer was assisted timiously, or at least given feedback then the customer would have had less frustration.

Has anyone at AH put on their big boy:girl underwear and assited the customer, and looked at a way forward?


the tone in the quoted post becomes a bit mono(while valid) after a few posts, and does not offer a solution.
 
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on a further note I do believe the OP should post a formal apology, and this thread should be delete, or at the least locked.

AH could also insist on further corresponding with the MD/CEO.
 
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