I've made no bones about my recent dislike for Afrihost and how terrible their support has been for the last 18 plus months. After being so vocal about my woes with them last year, I thought I’d give them some props for good service for a change. Especially as all most people do is always complain and never praise the good.
Today I sent an email off to support with the a request for some help changing a couple of my packages. Expecting to hear back from them later this week at the earliest.
To my surprise I got a reply back exactly 20 min later. The info supplied, wasn’t quite what I wanted by I wasn’t as clear in my original email as I thought. I replied and got a response an hour half later, but considering how busy my day was it seemed like 10 minutes. They asked when was the best time to call me to discuss so I replied and 10 min later I got a call.
We went through the process and typically the system didn’t reflect the changes immediately. The lady said she’ll monitor it and call me back when it did, but given recent events I wasn’t holding my breath. About 30 min later I got a call back, the system now reflected the changes and she got a supervisor to transfer data from the package I’d just cancelled to a new package. After 2 min on hold, that was done and my requests were all resolved.
Not bad, just in at about 3 hours where before I’d logged calls and had 3 days go by before getting a reply. Hopefully a sign of Afrihost listening to the market and taking action.
Today I sent an email off to support with the a request for some help changing a couple of my packages. Expecting to hear back from them later this week at the earliest.
To my surprise I got a reply back exactly 20 min later. The info supplied, wasn’t quite what I wanted by I wasn’t as clear in my original email as I thought. I replied and got a response an hour half later, but considering how busy my day was it seemed like 10 minutes. They asked when was the best time to call me to discuss so I replied and 10 min later I got a call.
We went through the process and typically the system didn’t reflect the changes immediately. The lady said she’ll monitor it and call me back when it did, but given recent events I wasn’t holding my breath. About 30 min later I got a call back, the system now reflected the changes and she got a supervisor to transfer data from the package I’d just cancelled to a new package. After 2 min on hold, that was done and my requests were all resolved.
Not bad, just in at about 3 hours where before I’d logged calls and had 3 days go by before getting a reply. Hopefully a sign of Afrihost listening to the market and taking action.
