Horrendous service

4

4ftersh0ck

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I don't know what to do

I logged an issue 3 days ago now. I got my ticket but still have had no response from Afrihost.

I can't believe that service from Afrihost has sunken so low. Please can someone from Afrihost pm me. Is 3 days acceptable for no support?
 
5 days and counting. No response from Afrihost. Please can someone contact me. I have been debited more than my invoice.
 
Do not feel alone. I logged a ticked on the 4th October and only received a reply last night the 9th. Send a message to one of their reps here on the forum and sit tight.
 
4ftersh0ck said:
I don't know what to do

I logged an issue 3 days ago now. I got my ticket but still have had no response from Afrihost.

I can't believe that service from Afrihost has sunken so low. Please can someone from Afrihost pm me. Is 3 days acceptable for no support?
Click to expand...

Sorry about the slow response - we are definitely addressing this on our side.

Not sure how I missed this thread yesterday, but please PM me so I can look into this for you ASAP :(
 
optics said:
Do not feel alone. I logged a ticked on the 4th October and only received a reply last night the 9th. Send a message to one of their reps here on the forum and sit tight.
Click to expand...

We are a bit short-handed at the moment, but we also saw an unprecedented spike in queries across all channels. We're adding at least 30 people to our team over the next few days, and this should have a big impact on these turnaround times.

Was your issue resolved?
 
AfriMan said:
Sorry about the slow response - we are definitely addressing this on our side.

Not sure how I missed this thread yesterday, but please PM me so I can look into this for you ASAP :(
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Must be because you're doing support for all internet customers in SA, according to rpm.........
 
AfriMan said:
We are a bit short-handed at the moment, but we also saw an unprecedented spike in queries across all channels. We're adding at least 30 people to our team over the next few days, and this should have a big impact on these turnaround times.

Was your issue resolved?
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any chance that the spike in queries across all channels is because you service in general is not up to par and you are only now feeling it?

I mean, if your support queries are increasing so drastically, that you need to hire more support staff it means that your actual service is not up to scratch.

but that would be a logical conclusion. and I am sure your higher ups have already started looking for a way to cut more costs, while increasing profit. so chances of more support staff coming on board are slim.
 
Baxteen said:
any chance that the spike in queries across all channels is because you service in general is not up to par and you are only now feeling it?

I mean, if your support queries are increasing so drastically, that you need to hire more support staff it means that your actual service is not up to scratch.

but that would be a logical conclusion. and I am sure your higher ups have already started looking for a way to cut more costs, while increasing profit. so chances of more support staff coming on board are slim.
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I wouldn't draw that conclusion, in fact we recently beat BidorBuy, Uber and Takealot for the 2017 PriceCheck Customer Service Award

Staffing a call centre is an ongoing concern, and with a large team like that (probably around 150-200 people at any given time) there is going to be staff turnover as people leave, as well as coinciding sick leave, holidays, etc. Our team have a huge job to do to balance all that out, and yes they do have to monitor costs and budgets, so that we can offer the best salaries and perks to the staff. All our staff get free lunch, free connectivity, mobile, hosting (which they're not taxed on) - so we're definitely not trying to cut corners when it comes to our people.

We did see a spike in both calls and tickets this month. Most common are queries for fibre and RAIN, and general service queries around that. I don't believe it's a compound effect of being overstaffed, more just a convergence of running two attractive promotions and an influx of sales leads. We didn't anticipate the response would be this positive, but we are going to see things improve shortly when then new people come on board.
 
AfriMan said:
I wouldn't draw that conclusion, in fact we recently beat BidorBuy, Uber and Takealot for the 2017 PriceCheck Customer Service Award

Staffing a call centre is an ongoing concern, and with a large team like that (probably around 150-200 people at any given time) there is going to be staff turnover as people leave, as well as coinciding sick leave, holidays, etc. Our team have a huge job to do to balance all that out, and yes they do have to monitor costs and budgets, so that we can offer the best salaries and perks to the staff. All our staff get free lunch, free connectivity, mobile, hosting (which they're not taxed on) - so we're definitely not trying to cut corners when it comes to our people.

We did see a spike in both calls and tickets this month. Most common are queries for fibre and RAIN, and general service queries around that. I don't believe it's a compound effect of being overstaffed, more just a convergence of running two attractive promotions and an influx of sales leads. We didn't anticipate the response would be this positive, but we are going to see things improve shortly when then new people come on board.
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going by what I am seeing on here, I see more complaints about afrihost than anyone else.
yes, most of that is related to RAIN, something I believe should have been rolled out in a testing phase first to limit these responses.

and with regard to your survey, we have seen internal memo's posted to the large staff compliment of afrihost to create accounts or at least to vote in surrey's on myBB a few years ago (the post got deleted very very quickly) so excuse me if I dont take public survey option at its value ;)
 
Baxteen said:
going by what I am seeing on here, I see more complaints about afrihost than anyone else.
yes, most of that is related to RAIN, something I believe should have been rolled out in a testing phase first to limit these responses.

and with regard to your survey, we have seen internal memo's posted to the large staff compliment of afrihost to create accounts or at least to vote in surrey's on myBB a few years ago (the post got deleted very very quickly) so excuse me if I dont take public survey option at its value ;)
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We didn't even know about this award until the day after, so we didn't influence the voting. With regard to the issue a few years ago, that was discussed with MyBB, and they confirmed they didn't believe it could significantly alter the outcome.

We do see a lot of complaints here, but we're also probably the most active ISP on MyBB. We have 4 reps (probably adding more this year) and we're pretty much available all day everyday.

Ultimately our purpose here on MyBB is to help and be a resource to this community, so naturally we do see mostly queries and complaints.
 
AfriMan said:
We didn't even know about this award until the day after, so we didn't influence the voting. With regard to the issue a few years ago, that was discussed with MyBB, and they confirmed they didn't believe it could significantly alter the outcome.

We do see a lot of complaints here, but we're also probably the most active ISP on MyBB. We have 4 reps (probably adding more this year) and we're pretty much available all day everyday.

Ultimately our purpose here on MyBB is to help and be a resource to this community, so naturally we do see mostly queries and complaints.
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Your lack of service is exactly why I, and many others, farked off 2 and a half years ago. Keep telling yourself that your service is great, but a customer doesn't want to push for feedback every 2 weeks, just to be asked to do his side of testing all over again, and that's if you're even lucky enough to get a response.

As for that survey - pah, more truth comes out of Jacob Zuma's mouth, so don't pat yourself on the back just yet.
 
Ho3n3r said:
Your lack of service is exactly why I, and many others, farked off 2 and a half years ago. Keep telling yourself that your service is great, but a customer doesn't want to push for feedback every 2 weeks, just to be asked to do his side of testing all over again, and that's if you're even lucky enough to get a response.

As for that survey - pah, more truth comes out of Jacob Zuma's mouth, so don't pat yourself on the back just yet.
Click to expand...

We're just doing our best to delight our clients. I do believe the award I mentioned is a sign that we continually improving and that generally our clients have a good experience. That will inspire us to try even harder to improve wherever we can.

Sorry if we let you down you down in the past, and if we're doing something that makes you angry. If there is anything I can do, please let me know :(
 
AfriMan said:
All our staff get free lunch, free connectivity, mobile, hosting (which they're not taxed on) - so we're definitely not trying to cut corners when it comes to our people.

We did see a spike in both calls and tickets this month. Most common are queries for fibre and RAIN, and general service queries around that. I don't believe it's a compound effect of being overstaffed, more just a convergence of running two attractive promotions and an influx of sales leads. We didn't anticipate the response would be this positive, but we are going to see things improve shortly when then new people come on board.
Click to expand...

Funny how AH has these wonderful perks for their staff while customers who did not get the service they payed for got no compensation what so ever.

No, not just this or last month - your service levels have been atrocious for years; a quick scan through the forums shows 100's or customers who left in frustration and disgust.

I already know you are going to feel sorry for me feeling this way; you can save yourself the trouble of feeling anything as I do the same about all the AH responses.
 
OCP said:
Funny how AH has these wonderful perks for their staff while customers who did not get the service they payed for got no compensation what so ever.

No, not just this or last month - your service levels have been atrocious for years; a quick scan through the forums shows 100's or customers who left in frustration and disgust.

I already know you are going to feel sorry for me feeling this way; you can save yourself the trouble of feeling anything as I do the same about all the AH responses.
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No trouble at all - really am sorry you feel that way :(

You're clearly still upset, and I am sorry that we've let you down in the past - I've seen you post on a few of our threads. We'll continue to strive to improve deliver better service. Hopefully we might change how you feel about us in the future :)
 
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