Things seem to be in a pretty grim state judging by my own experience and what I'm reading in the forums.
Here's a quick timeline of my recent experience:
24 April 2015: Ask for line to be transferred back to Telkom and data account to be cancelled with immediate effect
24 April to 3 May: No response other than automated.
4th of May 2015: After phoning several times, I receive confirmation regarding cancellation.
5th of May 2015: Receive automated emails regarding cancellation.
18th of May 2015: After phoning several times, where calls just die on their end, several attempts via chat, I manage to reach someone that say they will escalate the line transfer. Sometime later I phone billing to enquire why refund was not done (that took over 45min to reach someone), they inform me that line transfer was only done today, it was requested 24 April.... Still awaiting more feedback on refund.
While this is only my picture, it seems as though every single customer-facing part of the company has gone down the drain by a long way. DSL Support Chat is so broken (still shows copyright 2013), almost every single time i've attempted to use it in the past few months, it either just cancels and says "we're on a deserved break" after being in a queue of 3 people for over 20min. It's often offline. Phones just seem to die or nobody answers in several departments. Queries are half-actioned and not followed through (as with the line transfer). I've been told several times that the ticket system is broken by staff. They keep apologising on every single count, but there seems to be zero improvement.
It just seems as though WebAfrica is in a heap of trouble on all fronts. At this rate, it would not surprise me to wake up one morning and see a myBB article about them being liquidated or something.
Sad as they once provided great service, now... well anybody's guess as to what is going on there, but it's certainly not positive.
Here's a quick timeline of my recent experience:
24 April 2015: Ask for line to be transferred back to Telkom and data account to be cancelled with immediate effect
24 April to 3 May: No response other than automated.
4th of May 2015: After phoning several times, I receive confirmation regarding cancellation.
5th of May 2015: Receive automated emails regarding cancellation.
18th of May 2015: After phoning several times, where calls just die on their end, several attempts via chat, I manage to reach someone that say they will escalate the line transfer. Sometime later I phone billing to enquire why refund was not done (that took over 45min to reach someone), they inform me that line transfer was only done today, it was requested 24 April.... Still awaiting more feedback on refund.
While this is only my picture, it seems as though every single customer-facing part of the company has gone down the drain by a long way. DSL Support Chat is so broken (still shows copyright 2013), almost every single time i've attempted to use it in the past few months, it either just cancels and says "we're on a deserved break" after being in a queue of 3 people for over 20min. It's often offline. Phones just seem to die or nobody answers in several departments. Queries are half-actioned and not followed through (as with the line transfer). I've been told several times that the ticket system is broken by staff. They keep apologising on every single count, but there seems to be zero improvement.
It just seems as though WebAfrica is in a heap of trouble on all fronts. At this rate, it would not surprise me to wake up one morning and see a myBB article about them being liquidated or something.
Sad as they once provided great service, now... well anybody's guess as to what is going on there, but it's certainly not positive.
We're currently recruiting and looking for more staff, because our guys are battling high call volumes - religiously. Nonetheless, that's not an excuse for the poor service you've received. Please PM me your account details so I can assist.
