I have been an Afrihost client for over a year. Last year I switched from ADSL to fixed wireless LTE A. I took out the 55GB double data promotion that you had running at that time.
I was very happy with the sales service and the product.
On around the 23 of JUNE 2018 my router that was taken as part of that deal stopped working. It refused to power on. I contacted Afrihost on Sunday they promised that someone from warehouse will get back to me on Monday morning. This did not happen.
Eventually I called on Monday afternoon and arranged for them to collect the router. I was advised to send the simcard as well which I did. That was collected on the 28th of June.
I received no feedback from your service center to say the product was received, or assessed. I called back only to be told that they are still busy.
Eventually, after multiple calls and a wonderful service consultant who ran to the Wearhouse to check up on the status of the router did I find out that it was being replaced.
I received my replacement yesterday 5th July via your courier service. There was no simcard in the router or in the package.
I called to inform them that they misplaced the simcard, they then tell me that they have to reissue the simcard. Over and above that they tell me that I lose the double data deal that I was on.
This was your customer service response.
"Good day
I just got back from the ware-house department. So now i have also placed new sim card package for you as the old courier company for IS, which took the one you had and we had to replace that sim card and the faulty router.So the new sim card will be the one delivered to you, with the 55GB as unfortunately the double data promotion was assigned to the old sim card which was lost and we have no access to issue the double data but you will be getting a new sim card pre-loaded with the 55GB data"
This is an unacceptable level of service for a company such as yours.
Yesterday I spoke to Tshepiso and requested to speak to his supervisor, he said that he would call me back in 30 min. Its been 24 hours and I've recieved no feedback.
Ticket number [#FQP-717-78095]
I was very happy with the sales service and the product.
On around the 23 of JUNE 2018 my router that was taken as part of that deal stopped working. It refused to power on. I contacted Afrihost on Sunday they promised that someone from warehouse will get back to me on Monday morning. This did not happen.
Eventually I called on Monday afternoon and arranged for them to collect the router. I was advised to send the simcard as well which I did. That was collected on the 28th of June.
I received no feedback from your service center to say the product was received, or assessed. I called back only to be told that they are still busy.
Eventually, after multiple calls and a wonderful service consultant who ran to the Wearhouse to check up on the status of the router did I find out that it was being replaced.
I received my replacement yesterday 5th July via your courier service. There was no simcard in the router or in the package.
I called to inform them that they misplaced the simcard, they then tell me that they have to reissue the simcard. Over and above that they tell me that I lose the double data deal that I was on.
This was your customer service response.
"Good day
I just got back from the ware-house department. So now i have also placed new sim card package for you as the old courier company for IS, which took the one you had and we had to replace that sim card and the faulty router.So the new sim card will be the one delivered to you, with the 55GB as unfortunately the double data promotion was assigned to the old sim card which was lost and we have no access to issue the double data but you will be getting a new sim card pre-loaded with the 55GB data"
This is an unacceptable level of service for a company such as yours.
Yesterday I spoke to Tshepiso and requested to speak to his supervisor, he said that he would call me back in 30 min. Its been 24 hours and I've recieved no feedback.
Ticket number [#FQP-717-78095]
That's a really disappointing experience, and I really do apologise that you've had to go through this. I've asked our Warehouse Supervisor to urgently follow-up on this so that we can get this resolved once and for all for you.