Poor support from Webafrica

ands45

ands45

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Two weeks ago the company that I work for had problems with receiving of mail, which was a major hindrance on our business. After numerous calls to Webafrica, and each time getting told that there is a problem with their email servers and being ensured that the emails would come through (which they eventually did), the problem still persisted. After a number of days without resolution of the problem I sent an official complaint letter to Webafrica to tell them about my dissatisfaction with their service.

It has now 5 days since I sent the letter and still have received no reply.

We have always received good service from them and are disappointed in their recent lack of interest. :(

Has anybody else experienced poor service from them or is it just us?
WEBAFRICA please respond!!!

Well at least we have not experienced any more problems so far. :rolleyes:
 
Hi ands45

Thank you for bringing this to our attention.

I sincerely apologise for the delay in response.

Can I kindly request you PM your contact details and client code and I will gladly investigate further.
 
ands45 said:
Two weeks ago the company that I work for had problems with receiving of mail, which was a major hindrance on our business. After numerous calls to Webafrica, and each time getting told that there is a problem with their email servers and being ensured that the emails would come through (which they eventually did), the problem still persisted. After a number of days without resolution of the problem I sent an official complaint letter to Webafrica to tell them about my dissatisfaction with their service.

It has now 5 days since I sent the letter and still have received no reply.

We have always received good service from them and are disappointed in their recent lack of interest. :(

Has anybody else experienced poor service from them or is it just us?
WEBAFRICA please respond!!!

Well at least we have not experienced any more problems so far. :rolleyes:
Click to expand...

Yes. Just take a look at their own forum

Clients are making plans to leave them and they think the clients are kidding. We'll see though.

http://forums.webafrica.co.za/showthread.php?t=2613-1
 
I know have looked at their forums and posted their.
But well done to them, they are following up with me now.
 
wow that's quite a thread, One of the reasons i moved over to rackspace.....

when you get a call from the US on your cellphone, about a support issue then you know, they they are clued up.

For example i received a very nice apology letter this morning with regards to a 5 minut downtime last night. shall i post it here to show you what a bench mark is ?
 
gboy said:
when you get a call from the US on your cellphone, about a support issue then you know, they they are clued up.
Click to expand...

lol, wouldn't really say that getting an international phone call gives one company more of a clued up level. hec even places that sell game time cards does an initial call back to ensure you are a natural living person.

besides them phoning RSA costs about nothing...
 
hey it beats a e-mail, from a robot. the yanks seem to take a south African attitude to heart.
 
a real apology letter

Dear ***

At approximately 12:29am CST this morning, our Dallas - Fort Worth (DFW) data center experienced a power disruption, and consequently an interruption of our services. The power disruption was the result of issues during a maintenance effort that was scheduled and expected to be non-impacting.

This summer our DFW facility had power issues, and as a result, we invested significant resources to improve all aspects of our power systems. Last night, during one of these steps, we encountered issues and had a brief loss in power. The power disruption was approximately 5 minutes in duration. Despite this short power disruption, many customers experienced downtime that was significantly longer. Since the power disruption hit the core of many of our cloud services, recovery of full operations required more effort than simple recovery of power. The experience you had last night is not acceptable to us.

Here is what we know about the events:

• The scheduled maintenance was planned to occur from 12:05am - 6:05am CST in our DFW data center. This maintenance is part of a preventative maintenance schedule for several PDUs in UPS Cluster G at the DFW datacenter. The PDUs were down for a total of 5 minutes before power was restored. At approximately 12:29am CST, all PDUs behind UPS Cluster G lost power.

• Although the power outage was very brief (5 minutes), it forced a hard re-boot to occur on a portion of our cloud infrastructure. As our engineers worked to bring hardware back online, we experienced several unforeseen hardware failures. Further complicating our recovery effort, the incident also created internal DNS issues, which caused additional delays. With that said, the vast majority of cloud customers affected by this outage had service restored within one hour's time (many in as little as five minutes); however, depending upon the service, a few customers experienced service interruptions for up to few hours.

Here is how we plan to deal with it:

• We have invested massively in the DFW facility to ensure it delivers at a level you expect from Rackspace - despite last night, we feel very good about our plan and have high confidence in the DFW facility - clearly we have to prove it.

• We are reviewing our maintenance notifications - we typically do not share information on expected non-impacting events, but clearly we need to ensure we calibrate these events and are fully transparent.

• We are reviewing our procedures and systems for quickly resuming cloud operations when an unexpected event like this occurs - unexpected events will happen, our job is to minimize their impacts.

We live by high standards and clearly have not lived up to them. We welcome any feedback. If you would like a call from me, or anyone on our senior team to discuss these issues personally, please reply with a phone number.

We have work to do to earn back your trust. We will not rest until we have.

Thank you,

***
General Manager, The Rackspace Cloud



//

you see on this letter, there is a background to the problem, what went wrong, the impact, what they did to resove it, and future steps to be taken.
and that is why i moved
 
Last edited:
Thanks gboy.
Now that is what I call customer service. (via e-mail)

I think some SA ISP's and Web hosts could really learn something from their response.
 
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