WebAfrica and deteriotating customer support

M

MainMeat

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Hello,

Is it just me or is WebAfrica and specifically their customer support deteriorating to the point where I have to question my loyalty towards the company?

I mean:
- No response to support tickets on their ticketing system
- Waiting forever for a customer agent to take your call
- Billing appears to faulty
- No response to online chats - the system just dies after many minutes of waiting for a response
- No response to HelloPeter
- No response to twitter requests to respond
- No response to private messages to their MyBroadBand Rep on this forum

Any other suggestions in getting them to talk to me as the customer?

I have been the one client activity prompting the company especially due to their superb customer desk, but now I am not so sure anymore....

:wtf: :confused: :mad:
 
I've sent them three messages this week about wanting to UPGRADE my services and receive no reply..
 
Kindly click the cancel button in the clientzone, someone will phone you then :D
 
Well...in this modern world we tend to find ourselfs in, I am surprised that an ISP cannot keep up with existing customer requests.

There are so many other ISPs out there and I chose WebAfrica. In the last year or perhaps even longer, I had no issues at all, but seems 2014 is not such a good start for WebAfrica....
 
MainMeat said:
Well...in this modern world we tend to find ourselfs in, I am surprised that an ISP cannot keep up with existing customer requests.

There are so many other ISPs out there and I chose WebAfrica. In the last year or perhaps even longer, I had no issues at all, but seems 2014 is not such a good start for WebAfrica....
Click to expand...

I'm serious, click that cancel button, you still have to wait the 30 day calendar month anyway so will only cancel the end of march, but I guarantee that someone will phone you in 24 hours.

Once you have sorted out your problem then you can "un-cancel" :D
 
+1 to most of your points. I am in exactly the same boat. Being screwed by incorrect billing and no response (apart from automated ones) from WA.
 
MainMeat said:
Hello,

Is it just me or is WebAfrica and specifically their customer support deteriorating to the point where I have to question my loyalty towards the company?

I mean:
- No response to support tickets on their ticketing system
- Waiting forever for a customer agent to take your call
- Billing appears to faulty
- No response to online chats - the system just dies after many minutes of waiting for a response
- No response to HelloPeter
- No response to twitter requests to respond
- No response to private messages to their MyBroadBand Rep on this forum

Any other suggestions in getting them to talk to me as the customer?

I have been the one client activity prompting the company especially due to their superb customer desk, but now I am not so sure anymore....

:wtf: :confused: :mad:
Click to expand...

Hi MainMeat,

Not good hearing about the service you received and I need to apologise for the delay in responding your posts. We are having a few issues with our Billing system since the migration onto our new platform. Our team are sorting out any issues and have resolved a number of the issues we had but you have every right to be unhappy with us as the service you have received is not up to scratch.

I have sent your complaints off to our Billing team and Management who will be handling it from this point onward and we hope to get all issues resolved shortly.
 
phone support has been very good for me.
 
Hi Guys,

Please PM me your customer code and ticket reference numbers if you still have outstanding issues so I can get our team to assist?
 
Hi Justin, just an observation:

Why do people have to complain here and get their tickets sorted out when your system should be escalating the current tickets? I know since you switched to the new system you've been under pressure, but surely there is going to come a time where that excuse doesn't fly anymore?
 
envo said:
Hi Justin, just an observation:

Why do people have to complain here and get their tickets sorted out when your system should be escalating the current tickets? I know since you switched to the new system you've been under pressure, but surely there is going to come a time where that excuse doesn't fly anymore?
Click to expand...


Hi Envo,

With the roll-out of the new system there are issues with the integration into our current systems and there are a few bugs we are sorting out. Most of the issues relate to our Billing services which has caused a massive spike in calls as well tickets to our team.

Unfortunately, our team is still under pressure and they still have a big amount of tickets and call volumes. Please bear with us and our team will respond to your tickets.

Apologies for the inconvenience everyone.
 
Nowadays the WA user forums have more spam posts than posts from WAJustinW .... Not surprised that people wonder if anyone is home ?
 
I had some billing issues and problems with downgrading some of my services but after sending an e-mail everything seems to be sorted out. Will wait and see that everything is correct on 1 March (and double check what I've been charged just to be sure.
 
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