WebAfrica - can your read this?

E

Edunhin

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I send a email on an issue to WebAfrica, basically saying that there was a duplication on a 1GB Top up and to credit the one, they did credit one but took both Top up's data away from the account. Check out my mail and their response: (took them 16 hours to repeat exactly what I said)


Please explain the following!!!

On 01/01/2010 @ 9:27:53PM and 9:27:58PM, I added a Topup on the Account ######@wadsl.

1840636 ons021457939 ADSL Shaped Prepaid [1024 MB Access] for ######@wadsl 1/1/2010 9:27:53 PM R63.00

1840637 ons021457940 ADSL Shaped Prepaid [1024 MB Access] for #####@wadsl 1/1/2010 9:27:58 PM R63.00

I then Realised that one was duplicated and I requested on ticket ONS02497327 that one 1GB should be credited. Which were done on 1/4/2010 3:02:48PM

1842563 ons021459777 CREDIT NOTE: 1GB of prepaid bandwidth removed from #####@wadsl 1/4/2010 3:02:48 PM R63.00

My customer phoned me 18/01/2010 advising me that there is a problem on their ADSL, as I knew there was a top up done on 01/01/2010 I scheduled a meeting @ their premises, as Telkom also advised that there was nothing wrong.

I was there today and @ 1st I thought it was DNS related , and phoned in and spoke to Ryan, he advised me the bandwidth was used up. I logged on to the DSL console to see the total usage for January was @ that stage 337.14 MB.

So my questions is....

1. Is it going that bad @ WebAfrica that your are stealing Bandwidth?
2. What happened to the other 1GB Top up that was purchased on the 01/01/2010?
3. Who is supposed to pay the callout to the customer, which is completely the fault of WebAfrica?
4. Why is there a constant We are experiencing high call volumes on your Auto Attendant? Do you not have enough money to afford more personnel?
5. How long will this take to resolve? And what will be done to resolve this?

Please Advise ASAP, I have copied Matthew on this as I would like to know what his perception is on the Service!!!, I have had constant issues with your Service.


Regard’s

Ernest


Their Response after 16 hours.... Still Waiting for Matthew to contact me...

Hi Onsite

One of the prepaid purchases was credited.
This is the description on the invoice.

1842563 CREDIT NOTE: 1GB of prepaid bandwidth removed from ons02k@wadsl 1459777 2010/01/04 R63.00

Please let us know should you have any additional queries or if we may be of any further assistance.
Regards, Elridge van Zyl
Telephone (frontdesk): 0861 555 222
Facsimile: 0861 555 223
Web Africa - Internet Business Solutions - http://www.webafrica.co.za
 
Last edited:
you know this is not webafrica support forums that is done here in their support section on their forums. they can't yet just sense when someone post here who have an issue.

have you tried to phone them yourself ?
0861 555 222
+27 (21) 464 9500 (International)

log a support ticket from your client area or support page ?

Edunhin said:
I have copied Matthew
Click to expand...
there is a matthew clone running loose ? :eek:
 
Last edited:
Hi Edunhin,

Thank you for bringing this to our attention. I am investigating your query now and I will contact you shortly with a resolution.

I sincerely apologise for the inconvenience this has caused you and I will ensure the necessary action is taken.
 
As per our phone conversation, it does indeed seem that your requested bandwidth was not added to your account correctly, we believe this to be a result of an automation error, I have escalated this onto the developers to investigate further and I will be sure to keep you updated with our progress.

Thanks again for bringing this to our attention, hopefully we can use this information to find the cause of this issue.
 
Necuno,

Thanks for you post, but I was trying to proof something and it worked..

I send a issue via WA ticket system and it takes 16 hours to get a useless response.

I post it on mybroadband.co.za and 20min exactly I get a response from WA that is decent..Now you tell me....

although Daniel's response is missing the boat a bit, I have made my point and it will be dealt further via the original ticket submitted 1/20/2010 7:07:23 PM (1st feedback on it were 1/21/2010 11:00:00 AM )
 
Edunhin said:
Necuno,

Thanks for you post, but I was trying to proof something and it worked..

I send a issue via WA ticket system and it takes 16 hours to get a useless response.

I post it on mybroadband.co.za and 20min exactly I get a response from WA that is decent..Now you tell me....

although Daniel's response is missing the boat a bit, I have made my point and it will be dealt further via the original ticket submitted 1/20/2010 7:07:23 PM (1st feedback on it were 1/21/2010 11:00:00 AM )
Click to expand...

i know the floorfit™ works, but it's bad in general to have your clients bemoan themselves on a public forum for attention. this however gives rise to a notion that this method is the one to follow and you get other persons unlike yourself who just comes here and expect the isps to sense that something is wrong without any contact and just a thread on a public forum.

normally turnaround is within 4-8 hours for each ticket i've done so far with webafrica. it could also be that something went wrong and you weren't contacted as you was meant to be asap.
 
This is certainly not the place to vloermoer, but since the OP already started :P

WHERE IS MY CHEAP WA BANDWIDTH ?????

<3
 
Customer Care

We are investigating the cause of the delay to respond to this query along with the incorrect response provided by the agent, neither is acceptable and this will be brought up in our managers meeting today.

We do advise our customers respond to tickets rather than posting on forums as our forum response time is approximately 48 hours where as our ticket response time is under 2 hours although Daniel was already investigating your query as he received a notification of your thumbs down rating on the ticket and was therefore quick to respond to this post.

Werner

Customer Care Manager
 
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