Pathetic, shocking Afrihost service for a SIMPLE task

I know how frustrating it can be getting things to go right when they went wrong..... It happened to me and only after continouse complaints on mybb did the problem get looked @ and fixed which I am grateful for. Its very frustrating as a consumer when thing does not happen the way it was communicated to and it feels like you hit a brick wall so voicing frustrations on forums helps calm the anger I guess....

Anyways looks like its sorted. Despite the frustration afrihost is still awesome value for money.... Ohh and btw @flbjhb it looks like your LTE got sorted... :D Hows the speeds? :)
 
I'm with the OP. AH has been dropping the ball too many times. This is just one of the many incidents.
 
Just an update. Bradley from Afrihost called yesterday afternoon at 1600 and apologised for the "mess up" as he put it and arranged for the courier to deliver at 7PM last night, which happened.

I received my SIM CARDS (plural, not singular and not R29 as stated by Afriman) which is also excludes a APN on an existing sim card that I ordered with the sim cards - all seems to be working now

@surfs-up - you should only comment on all the info you have and stop being so sarcastic - I did not order a single R29 sim card!

What made this whole experience frustrating is not because of which day it was delivered, but because I got an email from the courier company saying delivery will be done and I must make sure that I am available to accept the delivery (this was Monday) and then all the other nonsense of Afrihost system showing the SIM CARDS are with the courier and the courier company telling me they dont have the SIM CARDS. Back and forth the two companies were pointing fingers.
Secondly where Afrihost stuffed up is saying they will "follow up" which never happened and I had to check up with them every few hours only to be told "Sir, the system indicates the sim cards are with the courier". I then reply explaining the situation from the beginning again and then I get a reply saying "Ok we will follow up for you and get back to you".
I even received a reply from Afrihost at 2AM yesterday saying "From what we can see delivery took place today can you please confirm if you received the device" - ticket SKS-606-89342. The sims were only delivered 17 hours after the reply saying the system shows the sims were delivered.

THAT is the bottom line of expressing my frustration with Afrihost and it is my right as a consumer to complain about bad service, no service or incorrect information given to the consumer. Whether I paid R5 for something or R10000 - it is my right.
If one does not complain then the supplier will not know about the problems and be able to rectify them.

Yes many people received "great" service when it came to ordering the product, but I received bad service (and again I know the site says about 48 hours but then I shouldnt be getting automated email saying it will be delivered today and I must make sure I am there to accept the delivery - and then if it doesnt happen I shouldnt be given the the run-around by both sides.)
If Afrihost had done what they said they would do (numerous times) and call the courier company to "follow up", I would have felt more at ease knowing that they cared about trying to resolve the problem and be sure that the customer has accurate and non-conflicting stories. I spoke to Dianne, Johann and Mdu at the courier company and none of them received a call from Afrihost regarding the incorrect information provided to me about the delivery (or parcel that is in limbo).

I am glad to see that I am not the only person that had similar experiences when it came to the delivery and to the people who were saying I am over re-acting - just wait till it is you, Im sure you will toss your toys out the cot faster than I did.

Anyway - as I said, I finally received the SIMS and all is working well. The R300 credit helps with the many phone calls I had to make to Afrihost and the courier company so Im thankful they provided a credit which assists with the costs I had to get to the bottom of the problem.
 
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Hi Afriman
The reason I posted this on various forums is because I was not getting straight answers from Afrihost and the only people that took my calls and called me back is the courier company (espesically Johann).
I called the Afrihost office yesterday morning and asked to speak to the Afrihost mobile manager - the call cut off after the receptionist transferred me. I then called again and asked if I can speak to somebody to lodge a complaint to investigate this (possible) problem. I was transferred and after ringing a few seconds I had to leave a voicemail. I left a detailed voicemail with my concern and my contact details. Nobody returned the call.
Support emails are only answered 24-48 hours later and trying to call your helpdesk is frustrating as you have to be on hold forever and then the call is cut by your switchboard.
When I was given the run-around on twitter (I commend you on answering tweets fast) I saw the only way to get the correct information out of Afrihost and to get them to "FOLLOW UP" as was promised is to take the gripe to social media (if you look at my tweets, I advised you that I will take this to social media because im being given the run-around).

I dont think the credit covers the time wasted and endless amounts of phone calls - but it does help. Thank you for arranging that,
 
I still think you over-reacted dude. For such a trivial purchase, you have probably aged yourself 4 years, and the amount of time you wasted writing on so many forums, probably cost you or your company thousands of rands in man hours...all for 2 x R 29 SIM cards.

Taking into consideration the free courier service, which would have cost Afrihost more than the value of your purchase, I would have given them a bit of leeway. Yes, I have received items a day or two late, and no I haven't allowed it to give me grey hairs over being a day late.

I am happy you have been sorted, and I think time with Afrihost will show you that they do indeed have the best customer service record of any provider out there.
 
@ surfs up. It's. To 2 R29 sims. Only one of them is R29 which is for my mother. My ultimate plan is to get a mini device and use Afrihost for netflix so this is not going to be a small R29 per month account!

I currently use uncapped adsl but after being without adsl since October I would rather pay R1000 per month to use LTE for Netflix, but all these issues have put a spanner in the works.
 
flbjhb said:
Hi Afriman
The reason I posted this on various forums is because I was not getting straight answers from Afrihost and the only people that took my calls and called me back is the courier company (espesically Johann).
I called the Afrihost office yesterday morning and asked to speak to the Afrihost mobile manager - the call cut off after the receptionist transferred me. I then called again and asked if I can speak to somebody to lodge a complaint to investigate this (possible) problem. I was transferred and after ringing a few seconds I had to leave a voicemail. I left a detailed voicemail with my concern and my contact details. Nobody returned the call.
Support emails are only answered 24-48 hours later and trying to call your helpdesk is frustrating as you have to be on hold forever and then the call is cut by your switchboard.
When I was given the run-around on twitter (I commend you on answering tweets fast) I saw the only way to get the correct information out of Afrihost and to get them to "FOLLOW UP" as was promised is to take the gripe to social media (if you look at my tweets, I advised you that I will take this to social media because im being given the run-around).

I dont think the credit covers the time wasted and endless amounts of phone calls - but it does help. Thank you for arranging that,
Click to expand...

Just for the record, I didn't do anything. The Twitter team arranged the credit for you, organised that Bradley give you a call, and also confirmed with MDS that there was never a halt on deliveries.

I'm glad you got your goods now, and hopefully this will be the start of a better relationship between our company and yourself. It is your right to complain and to do so publicly. I hope that you will by the same token acknowledge when you receive good service just as publicly on multiple platforms :)
 
Hi Afriman

I will give update once I've tested. Still waiting for LTE on my iPad sim to activate so that I can test Netflix (if good results I'll get a LTE mifi and 20gb bundle).
So for the APN I'm using on my existing contract sim in my iPhone 5S the speed is amazing. I Download songs from iTunes in a second or two, Remote Desktop sessions to Windows Servers is amazing as well and YouTube HD videos buffer entire clips as they are opened.
Final test will be the iPad 4 to check its LTE performance so I hope the LTE service on that sim starts working today.
 
flbjhb said:
Hi Afriman

I will give update once I've tested. Still waiting for LTE on my iPad sim to activate so that I can test Netflix (if good results I'll get a LTE mifi and 20gb bundle).
So for the APN I'm using on my existing contract sim in my iPhone 5S the speed is amazing. I Download songs from iTunes in a second or two, Remote Desktop sessions to Windows Servers is amazing as well and YouTube HD videos buffer entire clips as they are opened.
Final test will be the iPad 4 to check its LTE performance so I hope the LTE service on that sim starts working today.
Click to expand...

Remember that LTE is not activated by default, so if you want to use LTE you'll need to request it to be activated on each individual SIM. You can PM me for that to submitted for you :)
 
AfriMan said:
I'm not sure why you are posting this on various forums,
Click to expand...

Because he seems to be a petulant little kiddie whose mommie didn't buy him a sweetie.

Well dealt with.

If he were a customer of mine I would have shown him the door and told him to come back when he had grown up a bit.
 
rwenzori said:
Because he seems to be a petulant little kiddie whose mommie didn't buy him a sweetie.

Well dealt with.

If he were a customer of mine I would have shown him the door and told him to come back when he had grown up a bit.
Click to expand...

With an attitude like that, I am sure you don't have a single satisfied customer. Remember, the customer is always right even if he is wrong.
I have been in the ISP industry for the past 14 years (high level position) and if you don't listen to customers who complain you might as well close your doors.
There is always the odd case where something goes wrong with a customer.
A customer is somebody that placed an order with you.
Remember that no matter how small the order, there is always the possibility for future business from a customer either directly or indirectly.
 
flbjhb said:
I have been in the ISP industry for the past 14 years (high level position)
Click to expand...

Well then you are old enough to have learned a little patience, and that it is not appropriate to throw hissy tantrums over trivialities.
 
Morals of the Story:
1) Arrange delivery at work rather than at home during the week
2) Things don't always go according to plan so just chillax and contribute to the solution rather than having angry rants
 
AlmightyBender said:
Morals of the Story:
1) Arrange delivery at work rather than at home during the week
2) Things don't always go according to plan so just chillax and contribute to the solution rather than having angry rants
Click to expand...

Hi
Delivery was scheduled for my place of work :-)
Bradley arranged for delivery at my home on Wednesday to help me out because of the problem, whatever it might have been, with the courier company saying they were never given the sims.
 
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Enough said. They are pathetic. Im still waiting.
 
Had the same experience with the mobile packages. Paid by credit card and the monies were deducted immediately, however their system was on "waiting for payment" for a week. Emailed support many times without getting an answer to my questions in the email.

Their website states that credit card payments are verified immediately, and I asked why it took a week and this was the response:
"The process is normally we will need to verify payment and once payment has been verified and we will start the process of the delivery "

Guess no one at AfriHost support understands English or how to answer a simple question. Their level of support is pathetic to say the least...
 
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