webafrica - no support

[kreason001]

I have been a Web Africa client for about 8years and am really disappointed that they no longer offer support. I lodged a ticket, they never responded and after a few days sent me an email saying they will close the ticket in 24hours because I have not replied. I replied stating that the ticket was never attended to and still, days later, no response. what does it take to get some support?

The reason I lodged the ticket was because I have a hosting package with them on 3 month billing cycles yet the debit my account every month sometimes. Very sneaky, underhanded and has probably been going on for awhile unnoticed.

Absolutely pathetic.

 

[w1z4rd]

I know by running a company on a ticket system, some email programs do funny things to subjects and responses that stop the ticket system from picking up the email. Are you responding via email or logging in and responding?

 

[envo]

I know by running a company on a ticket system, some email programs do funny things to subjects and responses that stop the ticket system from picking up the email. Are you responding via email or logging in and responding?

Doesn't matter. Web Africa never responds (at least the Billing department never does) and when you do reply on the ticket, the ticket goes to the bottom of the "queue" it was in in the first place.

I have evidence and can show the ticket where the support agent told me the reason for them not responding to me.

 

[w1z4rd]

Doesn't matter. Web Africa never responds (at least the Billing department never does) and when you do reply on the ticket, the ticket goes to the bottom of the "queue" it was in in the first place.

I have evidence and can show the ticket where the support agent told me the reason for them not responding to me.

That is very common for ticket software. I tell my clients that updating a ticket resets their place in the support queue

 

[kreason001]

Well I had no choice in replying because the ticket was going to be closed anyway. Blaming it on ticket software isn't acceptable, why implement this support system if its flawed?

Sad to see that service from web africa has gone from bad to worse. At one point they were the best service provider in terms of reliability and support.

That is very common for ticket software. I tell my clients that updating a ticket resets their place in the support queue

 

[w1z4rd]

Well I had no choice in replying because the ticket was going to be closed anyway. Blaming it on ticket software isn't acceptable, why implement this support system if its flawed?

Tickets close automatically after X amount of time if the system does not get a response it recognizes. This is common. As clients almost NEVER close a ticket.

The system is not flawed, it works fine if you login to your control panel and use their ticketing software directly. However, if you choose to respond via email, no software in the world can take into account the bizarre way different email applications and people malform their email responses. Its ticketing software, not chuck norris behind a keyboard. I would recommend getting more familiar with technologies that you are using. I advise my clients about this possible hiccup in dealing with malformed emails. I tell clients that if you do not recieve a response in a reasonable time, please login to your client service area and see if your response registered. Unfortunately the people who dont do that are generally the people who dont read whole emails (including that little bit). So frustration happens due to lack of diligence.

 

[Webafrica Helper]

I have been a Web Africa client for about 8years and am really disappointed that they no longer offer support. I lodged a ticket, they never responded and after a few days sent me an email saying they will close the ticket in 24hours because I have not replied. I replied stating that the ticket was never attended to and still, days later, no response. what does it take to get some support?

The reason I lodged the ticket was because I have a hosting package with them on 3 month billing cycles yet the debit my account every month sometimes. Very sneaky, underhanded and has probably been going on for awhile unnoticed.

Absolutely pathetic.

Hi kreason001,

This is very concerning and we need to apologise for the fact that no one has attended to your ticket. Can you please PM me your account details and the ticket ref. so I can pass this onto our team.

 

[envo]

That is very common for ticket software. I tell my clients that updating a ticket resets their place in the support queue

I've actually complained to Rupert and his team about this about 6 years ago and it was never fixed. At our work we deal with a few thousand users a day and our support call system never pushes a call down the queue just because a user responded to it.

 

[envo]

Tickets close automatically after X amount of time if the system does not get a response it recognizes. This is common. As clients almost NEVER close a ticket.

The system is not flawed, it works fine if you login to your control panel and use their ticketing software directly. However, if you choose to respond via email, no software in the world can take into account the bizarre way different email applications and people malform their email responses. Its ticketing software, not chuck norris behind a keyboard. I would recommend getting more familiar with technologies that you are using. I advise my clients about this possible hiccup in dealing with malformed emails. I tell clients that if you do not recieve a response in a reasonable time, please login to your client service area and see if your response registered. Unfortunately the people who dont do that are generally the people who dont read whole emails (including that little bit). So frustration happens due to lack of diligence.

The support ticket shouldn't be automatically closed if support never replied to it. It's understandable if a support agent replied to the ticket, and the customer doesn't respond in the "x" time allowed, but in this case he never received a response to the support ticket, which means it shouldn't warn him that it will automatically close.