Does Afrihost support no longer function?

jmacc said:
Please help me understand something here:

Two days ago you gave me this reference number: CO.ZA-EPP-15F2A97EF8E-8EF95. You said you queued the update.

Today I receive the email associated with ref SQY-812-74851 stating that the registrar details were updated. You have now pointed out that the support agent meant registrant details.

What process are you guys following here? When exactly was what done and when will this process be complete? We have been battling since last week Friday non-stop to get this sorted out. Every day the so called 5 day period gets moved on. Today's email, (if they imply 5 working days) take us to next Friday. And so it continues.

How long do we have to carry on like this?
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The update that I requested will take affect within 5-days of when I submitted the request. Any subsequent updates won't overrule the update that I submitted.
 
AfriGenie said:
The update that I requested will take affect within 5-days of when I submitted the request. Any subsequent updates won't overrule the update that I submitted.
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Is this 5 working days or does it include weekends?
 
jmacc said:
We have reached 5 days and the domain registrantemail is still incorrect. What now?
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I think Afrigenie was dealing with this and he's sadly off today. Can you either PM me the details so I can follow up with our guy who deals with our registrars, or do you want to catch up with AfriGenie tomorrow morning?
 
AfriMan said:
I think Afrigenie was dealing with this and he's sadly off today. Can you either PM me the details so I can follow up with our guy who deals with our registrars, or do you want to catch up with AfriGenie tomorrow morning?
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I was given this reference number: CO.ZA-EPP-15F2A97EF8E-8EF95
I have also sent you a PM
 
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AfriGenie said:
The update that I requested will take affect within 5-days of when I submitted the request. Any subsequent updates won't overrule the update that I submitted.
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I have escalated this issue to [email protected]. I got a reply from Afrihost [email protected]:
"We have received a complain from ZACR regarding the transfer , what we have done is approve the transfer as the registrar , that way you wont have to approve the transfer , the transfer would take 5 days to complete .
Please inform the new hosts to resubmit the transfer request "

So here we go - another 5 days.

When I asked this individual why the previous ZACR changes did not go through this is the response:

"The whois update will not get processed as the whois update submitted is incorrect , we can submit the correct whois update however that would take 5 days to complete that is why we updated our system to approve the transfer as the registrar ."

There is just no end in sight with this. They stumble from the one stuff up to the next.

I honestly don't know what to do.
 
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jmacc said:
I have escalated this issue to [email protected]. I got a reply from Afrihost [email protected]:
"We have received a complain from ZACR regarding the transfer , what we have done is approve the transfer as the registrar , that way you wont have to approve the transfer , the transfer would take 5 days to complete .
Please inform the new hosts to resubmit the transfer request "

So here we go - another 5 days.

When I asked this individual why the previous ZACR changes did not go through this is the response:

"The whois update will not get processed as the whois update submitted is incorrect , we can submit the correct whois update however that would take 5 days to complete that is why we updated our system to approve the transfer as the registrar ."

There is just no end in sight with this. They stumble from the one stuff up to the next.

I honestly don't know what to do.
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I've just double-checked with our Transfers Team, and they will reply to your ticket with the full details as well.

You have the option to get the domain migration completed within the next 5-days. You just need to follow the instructions that they are providing you with.
 
AfriGenie said:
I've just double-checked with our Transfers Team, and they will reply to your ticket with the full details as well.

You have the option to get the domain migration completed within the next 5-days. You just need to follow the instructions that they are providing you with.
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This is what you've been saying every time - 5 days, 5 days .... You assured me that the change you queued would go through and it didn't. Now you pass the problem to someone else.

According to the latest correspondence it is evident that the Afrihost support staff submits the changes and then immediately get a “prohibits operation”. Despite them getting this failed status they leave the failed change just like that and let us wait 5 + days without providing feedback. Afrihost support only started responded properly when the ZACR got involved.

There has been various attempts by your colleagues to resolve this issue. Every time you quote a 5 day period. Every time that period lapses and we are back to where we started. All you offer is exactly the same approach. Either submit an email change and wait 5 days or the new hosting provider should submit the transfer and we wait 5 days. What happens if we do either of these and another 5 days passes and the requested changes failed?

What is clear here is that your agents have messed up. I do not know whether this is due to a lack of training, incompetence or neglect. Either way you are having a disastrous impact on my business day.

This level of service is a test of any reasonable person’s tolerance. If you look at all the correspondence around this issue Afrihost is provoking us. It is as simple as that. No decent service provider would treat a customer like this.

You expect me to keep giving you the benefit of the doubt. We have done this multiple times already. We jump through your hoops every time. When the updates fail, you apologise for the inconvenience and I am still left with an unsolved problem.

What is wrong with you people?
 
I have decided to give legal at ZACR a call and ask them for advice. They recommended that we comply with Afrihost's request to have the new hosting provider resubmit the transfer request. This has now been done.

After two days I need to follow up with ZACR. They will monitor the process and will ensure that Afrihost complies. If not the matter will be taken further by them.

Unfortunately this will take another 5 days. This takes us to Sunday 29 Oct 2017.
 
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jmacc said:
This is what you've been saying every time - 5 days, 5 days .... You assured me that the change you queued would go through and it didn't. Now you pass the problem to someone else.

According to the latest correspondence it is evident that the Afrihost support staff submits the changes and then immediately get a “prohibits operation”. Despite them getting this failed status they leave the failed change just like that and let us wait 5 + days without providing feedback. Afrihost support only started responded properly when the ZACR got involved.

There has been various attempts by your colleagues to resolve this issue. Every time you quote a 5 day period. Every time that period lapses and we are back to where we started. All you offer is exactly the same approach. Either submit an email change and wait 5 days or the new hosting provider should submit the transfer and we wait 5 days. What happens if we do either of these and another 5 days passes and the requested changes failed?

What is clear here is that your agents have messed up. I do not know whether this is due to a lack of training, incompetence or neglect. Either way you are having a disastrous impact on my business day.

This level of service is a test of any reasonable person’s tolerance. If you look at all the correspondence around this issue Afrihost is provoking us. It is as simple as that. No decent service provider would treat a customer like this.

You expect me to keep giving you the benefit of the doubt. We have done this multiple times already. We jump through your hoops every time. When the updates fail, you apologise for the inconvenience and I am still left with an unsolved problem.

What is wrong with you people?
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Our Transfers Team did provide you with a full breakdown of what occurred to result in these delays, and how we are working to correct it.

I do understand your frustration, and I do apologise for these delays, but we need you to work with us to get this resolved as quickly as possible.

At this point, the transfer request just needs to be sent from the new provider and the transfer will be queued.
 
AfriGenie said:
Our Transfers Team did provide you with a full breakdown of what occurred to result in these delays, and how we are working to correct it.
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There is no valid excuse here. There is just an absolute lack of support and customer service.

AfriGenie said:
... but we need you to work with us to get this resolved as quickly as possible.
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We've been trying to get this done as quickly as possible for the past 11 days. The problem is not on this side of the fence my friend. This thread is proof of that. You need to go tell your support team to work with the customer in this case, not the other way around.

AfriGenie said:
At this point, the transfer request just needs to be sent from the new provider and the transfer will be queued.
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The transfer has been submitted (again) earlier today by the new hosting provider. Your team has confirmed that they've received and approved the request. Fastest and most accurate turn around that we've had in almost two weeks. I have the ZACR to thank for this. Read my last post.
 
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jmacc said:
There is no valid excuse here. There is just an absolute lack of support and customer service.



We've been trying to get this done as quickly as possible for the past 11 days. The problem is not on this side of the fence my friend. This thread is proof of that. You need to go tell your support team to work with the customer in this case, not the other way around.



The transfer has been submitted (again) earlier today by the new hosting provider. Your team has confirmed that they've received and approved the request. Fastest and most accurate turn around that we've had in almost two weeks. I have the ZACR to thank for this. Read my last post.
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Dude - you have the patience of a saint :-)
 
jmacc said:
There is no valid excuse here. There is just an absolute lack of support and customer service.



We've been trying to get this done as quickly as possible for the past 11 days. The problem is not on this side of the fence my friend. This thread is proof of that. You need to go tell your support team to work with the customer in this case, not the other way around.



The transfer has been submitted (again) earlier today by the new hosting provider. Your team has confirmed that they've received and approved the request. Fastest and most accurate turn around that we've had in almost two weeks. I have the ZACR to thank for this. Read my last post.
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I am glad that progress is being made. We'll definitely take the feedback from this seriously. Our Transfer Team has identified why this happened originally and they'll work with our Dev Team to address it.
 
Look at this little GEM from AH.

Sat - My ADSL line & voice goes down - no dial tone or anything.
Sat - Report to Telkom and get reference number
Mon - Also log a support ticket with AH (line managed by them) referencing the Telkom ref number
Tues - 26 hours later I get a generic response from AH: Line is currently at testing center, "If the problem is a lot more severe, then it will be issued to a technician as soon as possible."

Lol how much more severe can a connectivity issue be? Thanks AH

CZP-407-16853

The official support channels on the AH website are up to sht. Ages since I could find an online agent on the Live Chat. SMS help line gets ignored. When calling the call center wait times are ~16 minutes. Heck, even Telkom's support is better than this. The only AH support that works is the representatives on this forum
 
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Pakka said:
Look at this little GEM from AH.

Sat - My ADSL line & voice goes down - no dial tone or anything.
Sat - Report to Telkom and get reference number
Mon - Also log a support ticket with AH (line managed by them) referencing the Telkom ref number
Tues - 26 hours later I get a generic response from AH: Line is currently at testing center, "If the problem is a lot more severe, then it will be issued to a technician as soon as possible."

Lol how much more severe can a connectivity issue be? Thanks AH

CZP-407-16853

The official support channels on the AH website are up to sht. Ages since I could find an online agent on the Live Chat. SMS help line gets ignored. When calling the call center wait times are ~16 minutes. Heck, even Telkom's support is better than this. The only AH support that works is the representatives on this forum
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I can attest to this. I got my invoice, no afrihost plus on it. Chat is unavailable. My last email went unanswered for over 5 days so my last resort was to phone them. 15 minutes wait time....burning through airtime.

When I eventually got through, "I'm sorry, your afrihost plus was billed on a separate invoice that wasn't sent to you. No idea why but I'm sorry"

Such disappointing service.
 
Pakka said:
Look at this little GEM from AH.

Sat - My ADSL line & voice goes down - no dial tone or anything.
Sat - Report to Telkom and get reference number
Mon - Also log a support ticket with AH (line managed by them) referencing the Telkom ref number
Tues - 26 hours later I get a generic response from AH: Line is currently at testing center, "If the problem is a lot more severe, then it will be issued to a technician as soon as possible."

Lol how much more severe can a connectivity issue be? Thanks AH

CZP-407-16853

The official support channels on the AH website are up to sht. Ages since I could find an online agent on the Live Chat. SMS help line gets ignored. When calling the call center wait times are ~16 minutes. Heck, even Telkom's support is better than this. The only AH support that works is the representatives on this forum
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I'm sorry to hear that your line is down, Pakka. :( Further I'm sorry to hear about the delays you've experienced with regards to a response. :( Our Support Team have really been doubling down to improve response times. :) The quoted response does seem a bit strange, but I think there might be a level of misinterpretation here. What I think was meant here is that if the fault can't be fixed by Telkom remotely, a tech will be sent out, but your fault is currently on hand at the fault testing centre. :) Thanks for supplying me with your ticket number. I'll keep an eye on things from my side.
 
4ftersh0ck said:
I can attest to this. I got my invoice, no afrihost plus on it. Chat is unavailable. My last email went unanswered for over 5 days so my last resort was to phone them. 15 minutes wait time....burning through airtime.

When I eventually got through, "I'm sorry, your afrihost plus was billed on a separate invoice that wasn't sent to you. No idea why but I'm sorry"

Such disappointing service.
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I'm sorry to hear that, 4ftersh0ck. :( It's possible that your Plus+ might have been billed in a separate invoice if it activated at a different time in the month. All invoices are viewable in ClientZone and you can also download an account statement for an overview of your account activity.
 
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Apogee said:
Afrihost is the king of non-apologies of these here parts.

"Non-apologies are phrased in bad faith in a way that minimizes accountability."

https://en.wikipedia.org/wiki/Non-apology_apology

http://www.slate.com/blogs/lexicon_valley/2014/11/20/sorry_not_sorry_non_apology_fauxpology_unpology_and_other_names_for_hollow.html
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Not sure what you mean by that? :( I'm definitely sympathetic to every issue and totally willing to help. We obviously don't like to see anyone have a bad experience and I don't think engaging in a negative way is in any way constructive. Is there anything I can help you with personally? :)
 
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