I would like to share my December afrihost experience. I’m based in Joburg and traveled down to Cape Town in December. Unfortunately during our road trip my Afrihost MiFi router was stolen. I immediately notify support services which to date didn't even bother to block the line. Since I got my device in 2011 I included insurance. As I had limited access to internet and telephone while being on holiday I opted to use the afrihost twitter handle. The social media team was dismissive and blunt from the get go, which I did not appreciate. It is all good and well to DM but at some point if you see that communication is breaking down get a manager to call the client.
The main issue is that I was informed by a supervisor that the device insurance terms and conditions recently changed. This was not communicated to clients. The biggest change being that theft of devices are now not covered. In 2013 being on the same package a claim was processed for theft of the device at my work. I have all the correspondence. The email stated: “Kindly note that we will need an affidavit which states that the device has been stolen that we may be able to process your claim”. I therefore reject the futile attempt to hide behind terms and conditions. The sad part is that I was one of the first clients to signup with afrihost. When new products like mobile data was introduced I was first to also add that to my account. And this is the thanks for years of support.
The main reason for including insurance is simple; yes you would like the cost of the device to be covered but I actually paid insurance to have an uninterrupted service especially over holidays. This will avoid costly data charges on a cellphone contract, which no surprise was the case. Sadly the device only costs around R500. At the end of December a promise was made to discuss the case with the financial director to give the go ahead to pass a credit for the paid up insurance (premium) and to see if that will cover the device. To date I have not received a reply. I have both email and tweeted Gian Visser (CEO) to provide him with my side of the story. Not just my unhappiness with the insurance claim but service received from his staff. It is clear that I will wait till next Xmas for a response.
This basically boils down to a break down in trust. Unfortunately I have paid the insurance for years and cannot just leave it here. I really don't understand how a company can offer a product, change the terms and conditions without notifying clients and think that clients will just accept it. Unfortunately for afrihost I have claimed a couple of years ago and all I’m asking is for the same simple process to take place. Users please take note of the change of terms and conditions and the level of service.
The main issue is that I was informed by a supervisor that the device insurance terms and conditions recently changed. This was not communicated to clients. The biggest change being that theft of devices are now not covered. In 2013 being on the same package a claim was processed for theft of the device at my work. I have all the correspondence. The email stated: “Kindly note that we will need an affidavit which states that the device has been stolen that we may be able to process your claim”. I therefore reject the futile attempt to hide behind terms and conditions. The sad part is that I was one of the first clients to signup with afrihost. When new products like mobile data was introduced I was first to also add that to my account. And this is the thanks for years of support.
The main reason for including insurance is simple; yes you would like the cost of the device to be covered but I actually paid insurance to have an uninterrupted service especially over holidays. This will avoid costly data charges on a cellphone contract, which no surprise was the case. Sadly the device only costs around R500. At the end of December a promise was made to discuss the case with the financial director to give the go ahead to pass a credit for the paid up insurance (premium) and to see if that will cover the device. To date I have not received a reply. I have both email and tweeted Gian Visser (CEO) to provide him with my side of the story. Not just my unhappiness with the insurance claim but service received from his staff. It is clear that I will wait till next Xmas for a response.
This basically boils down to a break down in trust. Unfortunately I have paid the insurance for years and cannot just leave it here. I really don't understand how a company can offer a product, change the terms and conditions without notifying clients and think that clients will just accept it. Unfortunately for afrihost I have claimed a couple of years ago and all I’m asking is for the same simple process to take place. Users please take note of the change of terms and conditions and the level of service.
I don't think that is ever something that you would want to happen on a holiday.