Webafrica's "great" support

B

bullfrog

Expert Member
Joined
Apr 23, 2006
Messages
2,068
Reaction score
0
Since all the claims of how great their support is, I want you the forum members who are still with them to prove or disprove these claims. Your help would be greatly appreciated.

I'm just getting tired of Webafrica saying how great their support is, when I find it's closer to normal support, nothing great about it. To me great support is a clear, concise reply within an hour.

Please post the time that you sent the enquiry and the time that you got your first reply and roughly how long it took. That way everyone can see roughly how long it takes them to reply. You can also include a word or two about the nature of the enquiry.

I'll start.
Ticket opened: 2/24/2010 11:43:11 AM
First reply: 2/25/2010 12:11:02 AM
Time taken: 12 hours +
Type of enquiry: Adsl ip's being blacklisted

Please don't get confused by the times. I opened the ticket in working hours at 11:43 in the morning and got my first reply 11 minutes after midnight.

Please share your recent support dealings.

EDIT: IF YOU'RE NOT A WEBAFRICA CUSTOMER AND HAVEN'T/DON'T USE THEIR SUPPORT, PLEASE START A THREAD ABOUT YOUR ISP AND DON'T POST HOW YOU LOVE THEM AND ALL THE OTHER HAPPY THINGS IN YOUR LIFE IN THIS THREAD!
 
Last edited:
So far I've been on hold for them for 13 minutes. I started at caller 7 and I'm now at the front of the queue.
My call is important to them and they thank me repeatedly for my patience.

Update: 2 different people put me through to different 3 departments. The third person asked if I had yet spoken to one of the previous two departments. I had. I told him I felt like I may be on the phone to Telkom... he helped me soon after that.
 
Last edited:
Hi bullfrog

Thank you for raising your concerns with us.

I apologise for the length of time you have waiting in getting a response from us. I have to admit, the length you have waited is unacceptable and you should've received a response much sooner than you did. We do have a turnaround time on responding to tickets and this certainly wasn't adhered to.

Can you please PM me your client code in order for me to investigate what happened regarding your query.
 
Just checked my closed tickets, the longest wait time from posting to getting a response is around 1.5 hours, but on average I get a response within 15 minutes. The quickest responses were within 5 minutes.

It has been a long time since I raised a support ticket though, so I cannot comment on recent developments.
 
Opened: 2/24/2010 4:16:32 PM
Responded: 2/25/2010 10:07:07 AM

This is the Billing Dept. So I don't expect the 24/7 support or the tech guys, but if you work off what the voice says about the Billing Dept.'s office hours, I've waited 5+ hours for a response.

I can quote other tickets as well, all with 5-7+ hours respond times. The ONLY ticket I have had a speedy response on was from Monique April in the DSL Complete department. She responds within 30min each time EVERY time.
 
Hi bullfrog

I have received your PM and will be investigating. Once I have feedback then I will be in contact with you.

Once again, thank you for raising these concerns with us.
 
I generally like webafrica because their support is good. Their live support is very useful.

I have had a few problems, but they were sorted out.
 
AcidRaZor said:
Opened: 2/24/2010 4:16:32 PM
Responded: 2/25/2010 10:07:07 AM

This is the Billing Dept. So I don't expect the 24/7 support or the tech guys, but if you work off what the voice says about the Billing Dept.'s office hours, I've waited 5+ hours for a response.

I can quote other tickets as well, all with 5-7+ hours respond times. The ONLY ticket I have had a speedy response on was from Monique April in the DSL Complete department. She responds within 30min each time EVERY time.
Click to expand...

I think the problem is on your side, yeah that must be it. ;)

Anyway, its unbelievable how people overreact on these forums.

I've never had any problems and neither has anyone who I have convinced to use WA. Even though they might be a bit more expensive than some of the others I still won't be cancelling my account anytime soon.

Now if we have a look at the complaints people have of all these other cheap ISP's, lol can you really tell me saving a few Rands is worth it? I doubt it.
 
No real complaints here either. Support turn around time has always been about an hour, 2 at most. Can't say the same for DigiChilli. Cancelling the service that I orded due to no confirmation of payment/registration and response from support.
 
Tortured please go start your own thread and stay out of mine if you can't stay on topic.

That goes for the rest of you who are happy with service. Please post time/date stamps of last tickets or don't bother posting ;)
 
bullfrog said:
Tortured please go start your own thread and stay out of mine if you can't stay on topic.

That goes for the rest of you who are happy with service. Please post time/date stamps of last tickets or don't bother posting ;)
Click to expand...


But, but....

no.

PS. I did kinda stay on topic. You asked for people to prove or disprove. Oh, and I don't have any proof cause I've NEVER had a problem.
 
Last edited:
Hi Dean

I do apologise for the way your call was transferred between departments.

Can you PM me your client code so that I can investigate why you were transferred so many times.
 
I use the much discarded instrument called a telephone if I have a problem. All my calls have been resolved within a few minutes.
 
Crowley said:
I use the much discarded instrument called a telephone if I have a problem. All my calls have been resolved within a few minutes.
Click to expand...

Define a few minutes? 1? 2? 3? Usually I set out about 2 hours in the afternoon when I do phone support. And then the issue is 99% of the time escalated and not fixed. Yesterday when I phoned and spoke to the billing department instead of logging a ticket, they couldn't even access their systems and asked me to log a ticket for it.... same ticket I quoted here taking more than 5 hours (business hours) to respond to and that's AFTER I got some nonsense response from Daniel about the issue and had to involve Mariet, Jeff and Matt...

It's MY DAY JOB speaking to Web Africa support these days and I can only begin to appreciate how much their resellers are struggling to get answers or support even
 
@AcidRazor

I am sorry to hear about the delayed ticket response, if you would be so kind as to PM me the ticket number I will gladly investigate as to where the delay occurred.

My response was not "nonsense" and if you gave me the time to further explain or at least respond to your post, it would have made sense.
 
How can you expect WebAfrica to provide speedy client service when they are spending all their time on the MyBB forum putting out fires? Give them a break!
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X