from IBURST to AFRIHOST HELL!

AfriMan said:
I'm pretty surprised that you say one of our staff swore at you. That is a pretty serious allegation and we definitely need to investigate. Knowing the staff member in person, I'm extremely surprised becuase she is generally great with clients.

In order to take things further, I'll have to get your account details. Firstly, so we can trace your package and find out what the migration should have yielded and what went wrong, and then secondly to trace the call and investigate the verbal abuse you suffered. We take that very seriously. We don't allow clients to swear at our staff, so it's only fair that our staff should NEVER swear, be rude or even sarcastic to a client. Please PM me and I will take it forward.
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No thanks i will not be dealing with Afrihost. you had your chances.
first i emailed AFrihost-no response
then i tried whastapp-you blocked me and didnt bother to reply
then i posted to your facebook wall and i was blocked.
then i called and Samantha was screaming,swearing and never gave me the chance to speak.

i have already contacted Rain as i signed my contract with them and not you and they will move me to another service provider AT THE RATES I SIGNED FOR
 
ginggs said:
I think Alex K did you a huge favour.
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I should also thank someone else for saving me from hellishly "Pure Internet Joy!":

Ryan S said:
You have to pay the installation / migration but get a free router provided you stay with Afrihost for 18 months.
Should you cancel or transfer away, you will be re-invoiced for the credits received for the router on a pro-rata basis for the remainder of the 18 months.
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Maybe Afriman should go have a talk with Gian to sort out their support personnel that have a habit of driving customers (even existing loyal customers) away.
 
j4ck455 said:
Afrihost's behaviour with regards to promotional deals is highly questionable.

I used to be a loyal Afrihost ADSL customer even after I got Vumatel FTTH with WebAfrica (Afrihost only launched their Vumatel FTTH product about 2 weeks after I had already signed up with WebAfrica), and when I cancelled FTTH with WebAfrica, Afrihost was running an FTTH "Connect and Save Promotional Offer" which was supposed to cover migration costs up to R4000.

I applied for that Afrihost promotional FTTH migration and sent WebAfrica's "clawback" invoices to Afrihost to be reimbursed as migration costs.

After hearing nothing from Afrihost and the new service application was in limbo for quite a while, I submitted a support request to enquire about when Afrihost would be reimbursing me for the migration costs under the terms of the promotional offer, I received the following response:



My response was to cancel the FTTH migration application with Afrihost, and instead migrated to Cool Ideas, and when that was done I cancelled ADSL with Afrihost.

Afrihost is still advertising that same migration promotional offer, so beware if you expect Afrihost to act honourably:

https://www.afrihost.com/fibre/#fibre-promotion

View attachment 517683
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Something definitely went wrong here. We should have credited you the value of the charges you received from your old ISP (to your Afrihost account) to the max value of the remaining promotion credit.

I'm really sorry we didn't get this right. I get that you have now applied elsewhere, and I wish you all the best in the future. If you have any further issues from our side, please PM me and I'll make sure we resolve.
 
AfriMan said:
Something definitely went wrong here. We should have credited you the value of the charges you received from your old ISP (to your Afrihost account) to the max value of the remaining promotion credit.

I'm really sorry we didn't get this right. I get that you have now applied elsewhere, and I wish you all the best in the future. If you have any further issues from our side, please PM me and I'll make sure we resolve.
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Thanks for the reply, it's sad to see what has happened with Afrihost and for that matter WebAfrica as well, both companies need to go back to basics which means keeping their existing customers happy before trying to capture the rest of the market.
 
chimera012 said:
No thanks i will not be dealing with Afrihost. you had your chances.
first i emailed AFrihost-no response
then i tried whastapp-you blocked me and didnt bother to reply
then i posted to your facebook wall and i was blocked.
then i called and **** was screaming,swearing and never gave me the chance to speak.

i have already contacted Rain as i signed my contract with them and not you and they will move me to another service provider AT THE RATES I SIGNED FOR
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This is very unusual. I know that on the social media side, we only block clients who are abusive (usually after a warning and directing them to our community rules - but it depends on the severity of the abuse) and if they are spamming our social media channels with posts at a rate we can't keep up with or won't stop even after being warned. It's strange that it was done without cause. I would say the same for our Whatsapp people, I've actually never heard of them blocking anyone before and can only imagine they would do so in the case of someone being extremely aggressive and abusive, and continuing to behave in that manner even after being politely warned.

If you have the screenshots of those conversations or threads, I'd definitely like to investigate and trace the call to our staff member - if they have behaved unethically (as you have alleged) then we must make sure we deal with it. However, if you don't want to provide those details, we can't really know what happened.

I wish you all the best with your new provider :)
 
j4ck455 said:
Thanks for the reply, it's sad to see what has happened with Afrihost and for that matter WebAfrica as well, both companies need to go back to basics which means keeping their existing customers happy before trying to capture the rest of the market.
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Something definitely went wrong here and there's no question that we've let you down. We're definitely always concerned when any of our clients posts an experience like this, because our client's trust is the most important thing to us. From my side, I can promise that our priority has always been retaining clients over gaining market share, and maybe it's something we need to make sure comes across clearly in every interaction with our clients.

Please drop me a PM when you can and send me the ticket references for the chats you had - this is definitely something our QA team can use to make some immediate interventions around.
 
AfriMan said:
Something definitely went wrong here and there's no question that we've let you down. We're definitely always concerned when any of our clients posts an experience like this, because our client's trust is the most important thing to us. From my side, I can promise that our priority has always been retaining clients over gaining market share, and maybe it's something we need to make sure comes across clearly in every interaction with our clients.

Please drop me a PM when you can and send me the ticket references for the chats you had - this is definitely something our QA team can use to make some immediate interventions around.
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This all dates back to 2017-04-06 when I applied for the Vumatel FTTH migration and the service agent responses I mentioned above were both on 2017-05-12.

Based on the number of recent complaint threads on MyBB, I'm sure there are more recent fires that you can fight and use to train Afrihost support staff.

I have not experienced any rudeness from Afrihost staff.
 
After reading this dam I'm happy I cancelled all my Afrihost packages, they have excuses for everything. Probably get better customer support from mweb and they are shocking as it is. Plus their whole new vat story is such a lie R29 package goes up by R10 so that they can keep their R39.00 so called rate; Thieves I tell you. 1% vat changes the price to R29.29 I think to be correct for the bigger packages over R500 I can understand but all the smaller ones really.
 
under_sky said:
After reading this dam I'm happy I cancelled all my Afrihost packages, they have excuses for everything. Probably get better customer support from mweb and they are shocking as it is. Plus their whole new vat story is such a lie R29 package goes up by R10 so that they can keep their R39.00 so called rate; Thieves I tell you. 1% vat changes the price to R29.29 I think to be correct for the bigger packages over R500 I can understand but all the smaller ones really.
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I'm sorry that we've disappointed you :(

We raised our prices before the VAT increase, due to increasing pressure and increases from our upstream costs. We also want to make sure that we can pro-actively invest in staffing, training and infrastructure to give our clients the best experience.

We had a choice between structuring the increase or making a blanket percentage increase across all products. We decided that using the approach we did would ensure that clients who take some of our bigger products (especially businesses) would be in a better position to adjust, while clients with smaller packages would see a nominal increase.

We know that paying more is never great, and honestly we did everything we could to avoid the increase.
 
j4ck455 said:
This all dates back to 2017-04-06 when I applied for the Vumatel FTTH migration and the service agent responses I mentioned above were both on 2017-05-12.

Based on the number of recent complaint threads on MyBB, I'm sure there are more recent fires that you can fight and use to train Afrihost support staff.

I have not experienced any rudeness from Afrihost staff.
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We'e always interested in any learning we can draw. We'll definitely be looking through our interactions to look for areas to improve and delight our clients.
 
Hi Afriman. Thats why my package of R199 is correct. But i have the emails where i asked Iburst/Rain about the commercial offerings as stated on that website.

I even inquired on the double data rate.. which they called me back on and stated .. there's no use for me to now take out a new contract to get the double data rate "i was still on the 100gb early connect". Stated when commercial offering eventually come out. I'll have those options and cheaper rates and double data.

They said we'll have the benefits.. Compared to say.. Someone joining rain directly or via another ISP.
 
Napalm said:
Hi Afriman. Thats why my package of R199 is correct. But i have the emails where i asked Iburst/Rain about the commercial offerings as stated on that website.

I even inquired on the double data rate.. which they called me back on and stated .. there's no use for me to now take out a new contract to get the double data rate "i was still on the 100gb early connect". Stated when commercial offering eventually come out. I'll have those options and cheaper rates and double data.

They said we'll have the benefits.. Compared to say.. Someone joining rain directly or via another ISP.
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I'm a bit confused - so let's keep talking on PM.
 
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