How to get some support from Afrihost?

LazyLion said:
No, not at all, I'm still an Afrihost customer.
We use you guys for our office ADSL connection.
No problems there.

It's just all my friends and clients who are complaining about getting no support at all.
Afrihost opened all these new and weird support channels, Whatsapp, etc.
But doesn't actually respond on any of them.

A client who runs her business from home and hosts her website and email with you guys phoned me last night and asked if I knew anyone from Afrihost who could call her back.
Because nobody was responding on any of the existing support channels.
Click to expand...

The intention is to try to streamline our support systems so we can deal with clients more efficiently. We're actually able to largely improve our response times, but clearly there are still to many occasions where we're not getting this right.

You can always send any frustrated client's details to me and I promise I'll get them the assistance they need. But we'll also send this feedback up the chain and hopefully it will help us improve our consistency.

Please apologise to your friend, and ask her to mail me directly on [email protected] if she is still having problems.
 
Dirtdiver said:
Its sad really. Was with AH for about 6 years. The support was the number one factor. Had one one their business packages and was over the moon. They it went downhill. First their support lied through their teeth when things went downhill with MTN. I cancelled my line with them and but kept my domain with them.

But recently mails i had been sending to clients for years, suddenly did not go through and certain times the mail delays was just horrible. I moved over to domains.co.za today as i could not risk losing my own customers. Sorry AH..u guys are just under par now. Was one of the best. Hope things get better.
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I can totally understand your reasons. We have been making some pretty significant changes in our hosting environment to improve efficiency. This might have been a contributing factor in the inconsistency you saw if it was during that period.

I'm confident that once we're settled again, you should enjoy the same stable experience - but I totally understand if you'd prefer to stick with what's working for now.

In terms of our service, it's still the cornerstone of our business and we're looking at several ways that we can be more efficient and streamline day to day queries to free our consultants up to improve response time. We're investing heavily in beefing up our self-help resources, and more automation so that we can deal with those type of queries better - which will mean that the turnaround time for more complex troubleshooting and investigation will be much better.
 
Support is... now inhuman, you phone and a computer talks to you...
Leave your number to be called back... 27 hours later...
WhatsApp response from initial query to answer... 2 hours and 17 mins... It was 1 question...
In a business environment, you get a problem, you need to sort it out asap, AH response is dismal
I am not even going to go in details about email headaches...
We are also jumping the ship...
 
AfriNatic said:
Hi guys

I know that things haven't been ideal of late and I know that waiting for support is the worst. :( We are aware of this and we have been making some changes to our support system to try and combat this.

If you are having any issues and you feel like you aren't being answered, please feel free to let me know by sending me the ticket reference.


Thank you for bearing with us so far! :)
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That's what you said nearly a year ago when I took my business elsewhere.. All that has changed is the service has further deteriorated.
 
AfriNatic said:
Hi guys

I know that things haven't been ideal of late and I know that waiting for support is the worst. :( We are aware of this and we have been making some changes to our support system to try and combat this.

If you are having any issues and you feel like you aren't being answered, please feel free to let me know by sending me the ticket reference.


Thank you for bearing with us so far! :)
Click to expand...

Have you employed more people? As an outsider I would suspect there are not enough employees to deal with the amount of support required.
 
AfriMan said:
I can totally understand your reasons. We have been making some pretty significant changes in our hosting environment to improve efficiency. This might have been a contributing factor in the inconsistency you saw if it was during that period.

I'm confident that once we're settled again, you should enjoy the same stable experience - but I totally understand if you'd prefer to stick with what's working for now.

In terms of our service, it's still the cornerstone of our business and we're looking at several ways that we can be more efficient and streamline day to day queries to free our consultants up to improve response time. We're investing heavily in beefing up our self-help resources, and more automation so that we can deal with those type of queries better - which will mean that the turnaround time for more complex troubleshooting and investigation will be much better.
Click to expand...

I moved all my clients hosting away more than 1 year ago due to exactly these kinds of ongoing issues.
So glad i did not wait for these improvements as I surely would not have had any clients left by now!
 
Any cancellation requests done now, will be effective from the end of June.
 
AfriNatic said:
This sounds like a horrible experience and I am really that this has happened to you. We are really meant to get in touch with you a lot sooner. :(

I am more than willing to help you! You can ask me here or you send me a PM message and I will sort you out!
Click to expand...

Hi, finally received it today.
Now I have a different issue.
According to CCD couriers Afrihost needs to RICA the sim.
According to Afrihost CCD couriers needs to RICA the sim.
Made many phone calls, cannot get the sim RICAd.
What should I do now?
 
Dawier said:
Hi, finally received it today.
Now I have a different issue.
According to CCD couriers Afrihost needs to RICA the sim.
According to Afrihost CCD couriers needs to RICA the sim.
Made many phone calls, cannot get the sim RICAd.
What should I do now?
Click to expand...

CCD are a RICA courier, so their courier should have RICA'd. We'll have to see what can be done. It might require that they have to re-deliver, but let's hope not.

Can you please PM me so I can have our guys contact CCD?
 
Dawier said:
It is sorted now, after many calls.
Thanks
Click to expand...
Glad you got sorted, I never got sorted with my SIM card :mad:

I bought a mobile phone via AH with 1 year Free Data, sad to say, after a year of fighting, I gave up and never got my free data :cry: They never even offered to replace the SIM card...
 
pinkscorpio68 said:
Glad you got sorted, I never got sorted with my SIM card :mad:

I bought a mobile phone via AH with 1 year Free Data, sad to say, after a year of fighting, I gave up and never got my free data :cry: They never even offered to replace the SIM card...
Click to expand...

That's not right! We can easily verify if you were able to use the data and if not, we need to make this right :(

Please PM, promise I will do everything to sort this out for you :(
 
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