Incompetent WebAfrica

[Webafrica Helper]

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.

Like I stated a few times already our team dropped the ball but now its been brought to my attention and I am actively trying to get things resolved but hampering on about the same points that have been mentioned in this thread already is not helping anyone. Again I know its extremely frustrating that this has taken so long to get resolved but if you can try your best to assist us in getting this resolved as soon as possible it will make things much smoother.

The point of your turning away the technician and saying that it is not at your property but your exchange is the feedback we received from the technician. He never mentioned that you advised him you not home and he needs to arrange another time for the work. We are not passing the buck to Telkom because they are the only ones who can resolve any line/exchange faults and if we could fix it ourselves we would have done so. We rely on the information they provide us and the technicians feedback was that you turned him away saying the problem is not at your house but the exchange.

I have asked Aqeel to call you this morning to get a suitable time to get the tech out.

 

[AnkerMan]

I have asked Aqeel to call you this morning to get a suitable time to get the tech out.

Seems that Telkom does not agree with this.

Please check my update on the WA ticket.

 

[AnkerMan]

Again I am let down by WebAfrica.

Yesterday I received some feedback around 3pm telling me that WA still are not able to get a technician to me at a suitable time. They promise to get back to me again before close of business.
Then well after 5 I get a call. No sorry they could not organise something and now it is too late for anything else to be done. Wait until tomorrow when we will try again.

So I made the suggestion for the technician to come early. More promises that they will follow up and give me feedback very early this morning. Well now it is time for me ti leave for work, and still no call from WA like they promised.

Empty promises and lipservice is all I get from WA. When it comes to the business end of things, WA just does not deliver.

 

[snobee]

That's why you NEVER give your ISP your line.

My experience with Afrihost disagrees.

Until you need to change ISPs.

Nowai. Too happy with them ATM. But yeah I guess ISPs can get greedy when on the verge of losing money.

ISP's come and go with being great. Mweb was hated at one point, then loved, now hated again. WebAfrica used to be the shining light with slightly higher prices but known for quality. Afrihost came in as a bright star, then became disliked by many when they changed to MTN, now they are loved again.
I agree with Chevron, until Telkom are not involved in anyway with your line, I will prefer to pay extra than give my line to an ISP.

 

[BigAl-sa]

Again I am let down by WebAfrica.

Yesterday I received some feedback around 3pm telling me that WA still are not able to get a technician to me at a suitable time. They promise to get back to me again before close of business.
Then well after 5 I get a call. No sorry they could not organise something and now it is too late for anything else to be done. Wait until tomorrow when we will try again.

So I made the suggestion for the technician to come early. More promises that they will follow up and give me feedback very early this morning. Well now it is time for me ti leave for work, and still no call from WA like they promised.

Empty promises and lipservice is all I get from WA. When it comes to the business end of things, WA just does not deliver.

Take your line away from WA, then you work directly with Telkom for line problems. You are getting yourself into a tizz as you need a third party to do something which you could do yourself.

 

[Webafrica Helper]

Again I am let down by WebAfrica.

Yesterday I received some feedback around 3pm telling me that WA still are not able to get a technician to me at a suitable time. They promise to get back to me again before close of business.
Then well after 5 I get a call. No sorry they could not organise something and now it is too late for anything else to be done. Wait until tomorrow when we will try again.

So I made the suggestion for the technician to come early. More promises that they will follow up and give me feedback very early this morning. Well now it is time for me ti leave for work, and still no call from WA like they promised.

Empty promises and lipservice is all I get from WA. When it comes to the business end of things, WA just does not deliver.

Hi Ankerman,

As per your discussions with Monique and Aqeel we have pushed as much as we can to get a Telkom technician to come out after 5pm but they advised their technicians only work from 08h00-16h30 and they refuse to send out anyone after that time. They are available to work on a Saturday and come out to your property.

Saturday is the only option for us to get a technician out but I have been told by Aqeel that you have arranged your own technician to come out to your property to fix the issue and we longer need to proceed any further.

 

[maumau]

Once again webafrica disappoints. Sue, is there a time of day you recommend when support might answer the phone? My telkom bill is riddled with R10, R12, and R15 calls to your number, none of them have been answered. The latest one was 09:25am this morning - saturday. If your department cope with calls early on saturday there's no hope for other times is there?

 

[Retkram]

Not to take away from anybody's frustration, but I have had nothing but excellent service from WA. Including handling line faults with Telkom. In fact I had Telkom knocking the day after using their online system to log the error

 

[Westmore]

@ maumau - Ask for your line to be transferred back to Telkom and your calls will be free from a Telkom line you will also get better service from Telkom lately than you get from web africa.

@ Ankerman - Arranging your own Telkom tech to assist, and you pay web africa a monthly service fee for what? seems the cash you save means less service, role on December for my line to be transferred back.

Saturday is the only option for us to get a technician out but I have been told by Aqeel that you have arranged your own technician to come out to your property to fix the issue and we longer need to proceed any further.

web africa should be ashamed that a customer needs to sort out things. :wtf:

 

[Webafrica Helper]

@ maumau - Ask for your line to be transferred back to Telkom and your calls will be free from a Telkom line you will also get better service from Telkom lately than you get from web africa.

@ Ankerman - Arranging your own Telkom tech to assist, and you pay web africa a monthly service fee for what? seems the cash you save means less service, role on December for my line to be transferred back.



web africa should be ashamed that a customer needs to sort out things. :wtf:

The issue here is that Ankerman has a line fault and we have tried to get a tech out after 5pm when he is available but they refused to send a tech out. We even spoke to a Senior that handles issues for us and he they could not send out a tech.

It is unfortunate that he had to get his own tech out and we dont take pride in what happened here but we did not get any assistance from Telkom and our hands are tied. Like I said they will only send out a tech on a Saturday which our customer was not happy with.

 

[Webafrica Helper]

Once again webafrica disappoints. Sue, is there a time of day you recommend when support might answer the phone? My telkom bill is riddled with R10, R12, and R15 calls to your number, none of them have been answered. The latest one was 09:25am this morning - saturday. If your department cope with calls early on saturday there's no hope for other times is there?

Did you manage to get through to someone in support?

 

[AnkerMan]

The issue here is that Ankerman has a line fault and we have tried to get a tech out after 5pm when he is available but they refused to send a tech out. We even spoke to a Senior that handles issues for us and he they could not send out a tech.

It is unfortunate that he had to get his own tech out and we dont take pride in what happened here but we did not get any assistance from Telkom and our hands are tied. Like I said they will only send out a tech on a Saturday which our customer was not happy with.

The issue was that WA was slow in getting things done. I was constantly running into "It is after hours. We cannot do anything. Wait for tomorrow." Then when the next day comes nothing happens. And I have to phone WA to get them to tell me that nothing was happening, and oops, after hours again.

Two weekends passed where a tech could have come out. But WA dropped the ball. Then they expect me to leave my work, take the hour drive home, hope that the tech shows up on time and then throws my hands in the air in praise fir the great service I am getting. Or wait 5 more days without a working line for the next Saturday, hoping that this time WA comes through.

Your handling of this was piss poor. And there was no follow up to see if every thing is ok now. No apology. Nothing. Just "oh, he sorted it out himself so we can get back to doing nothing"

My insurance company dropped the ball too. They called me, apologised, fixed their error, and gave me some discount on my premium going forward.

WA just did not, and still does not care.

I am now in the process of moving all my business to another ISP.