Web Africa ADSL general feedback

Fulton17 said:
See below



I think this is a shocking policy on WA behalf for the very reason given by Baxteen. If you - WA - want this feedback, why should it cost the customer time and money. Provide a true toll free line for cancellations then
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Another backward move by WA. Why not just have a textbox during cancellation process and people can type out their reasoning.

Still waiting to hear what their new packages are.
 
Not impressed with this cancellation arrangement. This is a step backwards WA.
Hoping the new packages comes soon... Considering now happy I am with my vox account I might have to pick up the phone and listen to the music.
 
WebAfrica Helper said:
Hi,

So sorry for the delay

We've implemented this system to better understand what makes customers unhappy.
The web form hadn't provided sufficient feedback when customers cancelled services.We'd like to understand why and work towards rectifying all the reasons for that.

While calling in is a requirement,the rest of the process is fairly simple.
We appreciate all feedback,I'll definitely bring these comments to managements attention and possible review.
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Customers generally switch service providers/suppliers for one of two reasons:

1) To obtain better pricing
2) To obtain better service

I'm surprised your management are unable to think of alternative approaches of understanding your customers without resorting to a 90's technology in an increasingly online world.

Unless the idea was to make it more difficult for customers to leave, in which case, well done. Mission accomplished.

Lastly, please educate your support staff. As they pointed me to the website to cancel the service, they obviously didn't get the memo about phone calls only.
 
Burnt again by Web Africa, haven't had such a terrible ISP in a long time. Such ****ty service and draconian measures to extract an extra month's worth of money out of me.

To top it off, I had to phone in to cancel. Good riddance, I hope you get what you deserve.
 
rkcj said:
Unless the idea was to make it more difficult for customers to leave, in which case, well done. Mission accomplished.

.
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I am sure this is a massive reason. This and the month's notice are desperate measures and really not good for customer motivation
 
Remove the requirement. It is another reason why you are losing customers.
 
Syzygy78 said:
Remove the requirement. It is another reason why you are losing customers.
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Just cancelled my account with them, and while it isn't the reason they lost me, it is the reason they wont be getting me back (according to the cancellations lady they are releasing new products/prices on 1 November)
 
Check website - call between 06:00 and 00:00. Phone at 06:30. Robot voice confirms times are between 06:00 and 00:00. Tells me to call back when they are open...?
 
well I cancelled last week but if the new packages are good I'll sign up again otherwise its to greener pastures.
 
6ghost said:
Thought i was the only one struggling international speeds past month or 2, somehow youtube streams full speeds ,but i'm assuming they local cached.
I'm on business capped and been streaming hd hulu without a single buffer/pause for months , now i cant even get it to play most days.
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Hi

Truly sorry for the delay in reply, are you still experiencing issues, Kindly PM us and we will immediately investigate this for you.
 
Never get between a customer and his willingness to throw money at you - Sazel (2015)...

WebAfrica, I've been trying to pay you... My Cheque card, apparently doesn't work on your site (as you only take Credit Cards) and I don't want to sign up for a Debit Order. EFT is available if you are a reseller...

Maybe I'm just stupid, which I'm prepared to accept, but how do I give you money?
 
Never get between a customer and his willingness to throw money at you - Sazel (2015)...

WebAfrica, I've been trying to pay you... My Cheque card, apparently doesn't work on your site (as you only take Credit Cards) and I don't want to sign up for a Debit Order. EFT is available if you are a reseller...

Maybe I'm just stupid, which I'm prepared to accept, but how do I give you money?

Please PM your account details and I will let our billing team investigate this quickly.
 
WebAfrica Helper said:
Never get between a customer and his willingness to throw money at you - Sazel (2015)...

WebAfrica, I've been trying to pay you... My Cheque card, apparently doesn't work on your site (as you only take Credit Cards) and I don't want to sign up for a Debit Order. EFT is available if you are a reseller...

Maybe I'm just stupid, which I'm prepared to accept, but how do I give you money?

Please PM your account details and I will let our billing team investigate this quickly.
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Interesting how none of the other issues in this thread are addressed? The problem with phoning in to cancel was also mentioned in another thread. Follow up please...
 
Oh, and this is still on the website:

Leaving Web Africa during a billing period
Posted by Rayno Faro on 05 October 2010 10:00 PM
Cancellations must be requested via the Customer Zone
 
So I finally managed to get my service cancel, with effect from November 1st.

but they are trying to debit my account.

I don't get it. I made sure it is not possible for them to take money from me this month after I was ignored by the cancellation department for 3 days.

I am not the kind of person to go on an twitter bomb a company but I am getting close to doing just that.

I am not ever calling WA again, I have wasted enough time and money in trying to cancel.
 
maeztro said:
Interesting how none of the other issues in this thread are addressed? The problem with phoning in to cancel was also mentioned in another thread. Follow up please...
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Yep this sadly is how the WA rep responds. Very selective and a very limited presence on this forum :(
 
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