Incompetent WebAfrica

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AnkerMan

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I have now had an open ticket for my non functioning dsl line for a week.

WebAfrica seems unable or unwilling to fix my problem.

They have promised me multiple times to follow up with Telkom to make sure this gets fixed. They have promised me multiple times that they will keep me updated.

Their promises never pans out. Telkom seems to want to close the ticket - with no notice to me. This means that WebAfrica did not follow up.
I also have to call them daily to find out what is going on.

All they do is escalate the ticket. But that does not solve anything.

Now it is weekend again and I still have no working line. And all I am getting is more empty promises and shrugging of shoulders because they cannot do anything on weekends.

So sick of this.
 
Similar experience with my ADSL line conversion. They have great Technology in the sense they enable you to reset an ADSL port but I had to follow up all the time on a line fault...
 
R10 on my phone bill waiting for support to answer the phone which they never did.
 
Run as fast as you can. I have the same troubles as you and NEVER get anywhere with them.

They have turned out to be one of the worst ISP's I have ever worked with. Which is a shame as when I joined up with them their service and ADSL was great.

My 2 cents, Give them their ridiculous 30 days’ notice for crap service and move on dude.

Just make sure you email them and ask them to transfer your line back to Telkom when/ if you cancel their services. Their cancellation button on the client portal actually means cancel your ADSL line with Telkom... WTF...
 
I have my line with Web Africa. When ever I've had an issue I simply opened a support ticket on their client zone or email them and they reply pretty quickly. Never try phoning them because they take forever to answer.

For that problem with your line though. All I have to say is HMF and yes, then it's probably a lot better to just keep your line with Telkom. Why not phone Telkom on 10210. They should sort you out ;) I've also done that. Always had success.
 
AnkerMan said:
I have now had an open ticket for my non functioning dsl line for a week.

WebAfrica seems unable or unwilling to fix my problem.

They have promised me multiple times to follow up with Telkom to make sure this gets fixed. They have promised me multiple times that they will keep me updated.

Their promises never pans out. Telkom seems to want to close the ticket - with no notice to me. This means that WebAfrica did not follow up.
I also have to call them daily to find out what is going on.

All they do is escalate the ticket. But that does not solve anything.

Now it is weekend again and I still have no working line. And all I am getting is more empty promises and shrugging of shoulders because they cannot do anything on weekends.

So sick of this.
Click to expand...

Hi AnkerMan,

I must apologise for the way our team has dealt with your issue and I can completely understand where you coming from. Our ADSL support team should have kept you updated on your fault and should have never allowed Telkom to keep closing the ticket.

Please PM your customer code or ticket number so I can take this up with our ADSL manager and get someone to follow up on the issues.
 
WAJustinW said:
Hi AnkerMan,

I must apologise for the way our team has dealt with your issue and I can completely understand where you coming from. Our ADSL support team should have kept you updated on your fault and should have never allowed Telkom to keep closing the ticket.

Please PM your customer code or ticket number so I can take this up with our ADSL manager and get someone to follow up on the issues.
Click to expand...

Client code sent.

Edit: I also had to reopen my ticket with WA. They closed it without solving it. No explanation why.
 
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WAJustinW said:
Thanks. I have received your PM and will follow up on this matter.
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This had no effect.

Another day. Still no working line. Still none of the promised feedback (save one call in the middle of the day saying that there is no feedback to give).

This is way past bad service. It is **** pathetic.

Are you even trying or do you just not **** care?
 
WAJustinW said:
Hi AnkerMan,

I must apologise for the way our team has dealt with your issue and I can completely understand where you coming from. Our ADSL support team should have kept you updated on your fault and should have never allowed Telkom to keep closing the ticket.

Please PM your customer code or ticket number so I can take this up with our ADSL manager and get someone to follow up on the issues.
Click to expand...

Don't take this the wrong way, but when is WA going to start actually doing something about your abominable support? People have been complaining about it for ages now and every time you make excuses, ask for client codes and promise you'll look into it and that's the end of it until the next poor sap comes along and complains because your support is bloody useless.

I had the same kind of issues with your support way back at the start of 2011 and now it seems the issues are still ongoing. Shouldn't you perhaps look into it and try to improve your support department?
 
Zewp said:
Don't take this the wrong way, but when is WA going to start actually doing something about your abominable support? People have been complaining about it for ages now and every time you make excuses, ask for client codes and promise you'll look into it and that's the end of it until the next poor sap comes along and complains because your support is bloody useless.

I had the same kind of issues with your support way back at the start of 2011 and now it seems the issues are still ongoing. Shouldn't you perhaps look into it and try to improve your support department?
Click to expand...

All ISPs, in fact, all consumer based companies will have customer complaints about service or support and I doubt you will find any big ISP not having a thread here on MyBB about poor service etc. The main thing is how the complaint is dealt with and I believe that we are doing well in getting things resolved. However, I do believe that there is always room for improvement and all the online complaints I get reported to the individual Managers who take it up with the agent involved as well as his/her entire team.

In this particular case I must admit we dropped the ball and it should have never had happened. I have given my assurances to AnkerMan that I will make sure that the issue is resolved and feedback will be given to him.
 
WAJustinW said:
In this particular case I must admit we dropped the ball and it should have never had happened. I have given my assurances to AnkerMan that I will make sure that the issue is resolved and feedback will be given to him.
Click to expand...

And yet another day has passed and I still do not have a working line nor do I have any clue what is going on because I do not get any feedback.

It is about time that you stopbthe lip service and actually start fixing the problem and letting me know what is going on.
 
WAJustinW said:
All ISPs, in fact, all consumer based companies will have customer complaints about service or support and I doubt you will find any big ISP not having a thread here on MyBB about poor service etc. The main thing is how the complaint is dealt with and I believe that we are doing well in getting things resolved.
Click to expand...

Wow, that is possibly the most atrocious thing I've read all day. You're defending yourself by saying that dealing with the symptoms is more important than dealing with the cause? You should be striving to eliminate the reasons for complaints, not striving to deal with complaints as best as possible.

It's easy for you to pay lip service on these forums, but poor service is nothing new from WA's customer service department. Your guys have been dropping the ball for ages.
 
AnkerMan said:
And yet another day has passed and I still do not have a working line nor do I have any clue what is going on because I do not get any feedback.

It is about time that you stopbthe lip service and actually start fixing the problem and letting me know what is going on.
Click to expand...

I find it strange that you say you don't know what is going on and that I am merely paying 'lip service' when I PM'd you twice with feedback as well as Aqeel calling you? You turned the Telkom technician away from you property yesterday when he came to check your line saying that its not your line at the property but the exchange. How do you know its not the line or equipment in your property?

The technician needs to go through the process of elimination by starting at the customers property and then working his way down to the exchange and further if need be. By you turning the technician away just prolonged the situation and I am almost certain that he would have fixed the problem yesterday. We had to request that Telkom send another technician out to investigate and as per your discussion with Aqeel please allow the Telkom technician to do his work and fix your problem.

I will request that aqeel follow up with you again tomorrow.
 
WAJustinW said:
I find it strange that you say you don't know what is going on and that I am merely paying 'lip service' when I PM'd you twice with feedback as well as Aqeel calling you? You turned the Telkom technician away from you property yesterday when he came to check your line saying that its not your line at the property but the exchange. How do you know its not the line or equipment in your property?

The technician needs to go through the process of elimination by starting at the customers property and then working his way down to the exchange and further if need be. By you turning the technician away just prolonged the situation and I am almost certain that he would have fixed the problem yesterday. We had to request that Telkom send another technician out to investigate and as per your discussion with Aqeel please allow the Telkom technician to do his work and fix your problem.

I will request that aqeel follow up with you again tomorrow.
Click to expand...
Giving me feedback of "we have called Telkom and have now passed the buck to them" is not feedback.

You have had almost 2 weeks now to get it fixed. But your lack of attention and care for your client had the effect of Telkom closing the ticket and WA closing the ticket without the problem being resolved.

I did not turn the technician away. I work during the day. I cannot just leave wirk in the whim of a technician. You, and Telkom, has had almost 2 weeks, including 2 weekends where I was home. But you did not care enough to push to have it done.

So what I need from you is a little effort. Effort to push Telkom to get it done. Hopefully at a time that suits me, but you have not even tried that.
And I need more updates than 1 call telling me that you have passed the buck to Telkom and then you sit and twiddle your thumbs hoping that **** will solve itself.

It has been almost 2 weeks. Stop passing the buck and blaming it on the client. There has been ample time when I was home.
It is now time for you to pull your finger and justbget it done.
Here is a suggestion: how about you start by calling me and finding out when it will be convenient for me to be here for the technician, and then getting Telkom to be here at that time.

PS. I di not read these forums the whole day, so please do not PM me feedback. Phone me.
 
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