Webafrica's "great" support

[Gatecrasher]

I am just merely asking for clarity because it obviously will be a conflict of interest and ultimately there will be bias and quite frankly I don't think it's good form.

But buying off the favourable opinion of MyBB members with exclusive specials is just fine. No bias and no conflict of interest there whatsoever?

 

[Dean]

waIan - no worries. The tech eventually gave me the information I needed. Just got irritating after a while cause I'm used to your "2005" (2008) service levels as wamatt put it.

wamatt - thanks for that response to the OP - just sucks that it pretty much sounds like you're justifying lesser service because you're a growing/grown ISP. We know that's how it goes, but maybe we just never thought this day would actually come so soon

 

[waIan]

Hi mystic007

I have received your PM, thank you.

I have escalated this to the relevant department and you should be receiving a response to the support ticket you mentioned.

I do apologise for the inconvenience this has caused.

 

[wamatt]

But buying off the favourable opinion of MyBB members with exclusive specials is just fine. No bias and no conflict of interest there whatsoever?

None whatsoever. It's marketing and goodwill. It cost us money. A competitor "asking questions" is another matter all together. We have ALWAYS allowed dissent. You are STILL allowed to take specials and raise grievances.

In fact show me another ISP more transparent than us. We have forums, we participate etc.

 

[Wag]

wamatt, I'm not with WA and one of the bashers when you announced your new prices but I think it's great the way you try to resolved the queries on this forum

 

[wamatt]

None whatsoever. It's marketing and goodwill. It cost us money. A competitor "asking questions" is another matter all together. We have ALWAYS allowed dissent. You are STILL allowed to take specials and raise grievances.

In fact show me another ISP more transparent than us. We have forums, we participate etc.

Gatecrasher, Furthermore I've noticed you seem to run as down a lot here. It really does seems disproportionate to simply a customer getting bad service or something in the past. What is the motivation for such ongoing undermining? Obviously we can't please every single forum member, and there will be some people with their own agendas, but if its a case of simply you had a bad experience(s) let me know how we can make it up to you! I will gladly assist and see to it you get taken care of.

 

[bullfrog]

@wamatt: I have taken this to pm.

Please also stop trying to make this personal, cause it's not...Not from my side any ways.

 

[Gatecrasher]

Gatecrasher, Furthermore I've noticed you seem to run as down a lot here. It really does seems disproportionate to simply a customer getting bad service or something in the past. What is the motivation for such ongoing undermining? Obviously we can't please every single forum member, and there will be some people with their own agendas, but if its a case of simply you had a bad experience(s) let me know how we can make it up to you! I will gladly assist and see to it you get taken care of.

I think you deserve to be run down on the basis of your recent price and product announcement. It is nothing to do with Web Africa specifically; I quite happily run down any company that behaves and disappoints in so abysmal a manner.

I am a WA client, although all I have with you now is a bit of left over prepaid that I haven't needed to use lately. I've never had any complaints about your service. But then I have never had any complaints about the service of any of the ISPs I've used. I have very few problems. The only reason I haven't bought anything from you lately is price.

I was a great fan of your 10Gb for R490 three years ago. Then it was the best value for money product in the market. After three years of stasis, you've now made it 11Gb for the same price. Whoop-de-doo. And I used to buy a lot of prepaid, not any more. The R1 reduction was a sick joke. Given all that has happened to reduce wholesale input prices in SA, your price adjustments are quite frankly pathetic.

To your credit you do at least engage us on the forum. And that is very much appreciated. But that does not mean that all criticism is thereby absolved. Far from it. MyBB specials don't absolve you either. Basically, your prices are crap, and the only remedy for that is to reduce them.

I still look forward to the day when I can again purchase Web Africa products confident that I am getting value for money. If I'm getting value for money from you, I will sing your praises. If not, don't expect my favourable opinion. And don't expect silence from me when Web Africa is being discussed on these forums. My opinion is just as important and considerably less fettered than your subsidised MyBB exclusives.

 

[wamatt]

@wamatt: I have taken this to pm.

Please also stop trying to make this personal, cause it's not...Not from my side any ways.

Not personal at all. Just here to help and also to point out potential conflicts. It hope you will see from my PM reply I'm not interested in being personal at all and trying to provide clarity and help. Check all my posts here on myBB from 2005 as backup to that claim.

 

[bullfrog]

Received a phone call from webafrica explaining the issue and that they are aware of it. I also received a brief explanation of what is being done to remedy the issue and an ETA. I am happy to hear that they are aware and are working on some of the issues they now face as a tier 1 ISP.

That is more like the service I expect and I'm happy with it. The long reply time has been explained as them being extremely busy, which is understandable at their size.

All in all, I am happy with the resolution and the service I have received.

 

[Edunhin]

The whole core has also been rewritten now in .NET to handle upcoming features on the August 2010 product update.

Matt not being personal here, but just pointing out to you, that as far as you are concerned majority of the guys here are end-users, I can guarantee you that majority of End-users would not understand what that statement equates to

 

[Abe]

I think you deserve to be run down on the basis of your recent price and product announcement. It is nothing to do with Web Africa specifically; I quite happily run down any company that behaves and disappoints in so abysmal a manner.

I don't know what to say. I am speechless. How can someone releasing prices higher then what you expect be abysmal behavior? I don't see you slating any of the other ISP's that have higher prices then WA.

I was not happy with their prices either and have canned my personal 10GB account because of it. I didn't come out and start hammering WA because of it. It's almost like you are bitter because of something.

 

[Edunhin]

It's almost like you are bitter because of something.

Jip that people like us have the audacity to question the nonsense we are being fed...

 

[wamatt]

Received a phone call from webafrica explaining the issue and that they are aware of it. I also received a brief explanation of what is being done to remedy the issue and an ETA. I am happy to hear that they are aware and are working on some of the issues they now face as a tier 1 ISP.

That is more like the service I expect and I'm happy with it. The long reply time has been explained as them being extremely busy, which is understandable at their size.

All in all, I am happy with the resolution and the service I have received.

In this case it seems we just missed each other a bit on the communication and expectations side. Thanks Bullfrog for the understanding and dealing with it professionally in PM.

 

[Gatecrasher]

I don't know what to say. I am speechless. How can someone releasing prices higher then what you expect be abysmal behavior? I don't see you slating any of the other ISP's that have higher prices then WA.

I was not happy with their prices either and have canned my personal 10GB account because of it. I didn't come out and start hammering WA because of it. It's almost like you are bitter because of something.

The bitterness is in your head. Facts speak for themselves. Last year, having been a client for two years, I discussed the subject of the lack of new products and price revisions on this forum on several occasions. In each case I was told things like this:

In May:

We are well aware of the fact that our "external innovation" has been limited over the past 12 months, but don't worry we'll have some exciting stuff later this year - we've got quite a few idea's cooking already.

The future of broadband offerings are those that are affordable, generous with bandwidth and un-inhibited - forget shaped/unshaped and imagine a single product that works great with everything - Smart made simple

All you have to do is view international trends to see re-enforcement of this model.

In August:

Gatecrasher, We at WA agree fully agree with your statements of overdue price decreases and are working vigorously behind the scenes to ensure this happens as soon as possible.

In September we were told we would have to wait for later in the year, and later in the year we were told we had to wait for 15 February. Well February has come, and I and many other potential WebAfrica customers are extremely disappointed at the abysmal announcement of grudging price deductions/bandwidth upgrades and the complete lack of anything new, fresh, or exciting. Or have you conveniently forgotten this thread:

http://mybroadband.co.za/vb/showthread.php?216708

There are many other overpriced ISPs out there and I have been critical of many of them, but they don't all come onto this forum with self-promoting hype hinting at (if not promising) stuff that they subsequently fail to deliver.

 

[Fulton17]

In September we were told we would have to wait for later in the year, and later in the year we were told we had to wait for 15 February. Well February has come, and I and many other potential WebAfrica customers are extremely disappointed at the abysmal announcement of grudging price deductions/bandwidth upgrades and the complete lack of anything new, fresh, or exciting.

I am someone who grew tired of promises of better things to come from WA and when I had problems was also told the same story of "in a few months". After hearing that one too many times I left WA and am very happy with a 50% financial savings for same bandwidth.

Yes due to many negative and varied experiences with WA, I am disgruntled. What is sad is that once upon a time WA was the leader and innovator. Maybe things might get better for them as they still keep promising better to come in the future.

 

[Abe]

The bitterness is in your head.

To me it feels like you are just a little P'd off that you didn't get one of the 30GB @ R200 accounts. Would you be reacting the same way had you won one? I don't think so.

Facts speak for themselves. Last year, having been a client for two years, I discussed the subject of the lack of new products and price revisions on this forum on several occasions. In each case I was told things like this:

In May:

The part you highlighted was talking about the future of broadband in general as far as I can tell.

In August:

They gave what they thought was a reasonable deal under the circumstances, you thought it should have been at Afrihosts pricing. How is that their fault?

I and many other potential WebAfrica customers are extremely disappointed

I am a customer and I was disappointed but did not post over 50 posts attacking them for it. A couple of posts indicating that one is unhappy with the pricing is one thing, a full blown attack is another and stinks of a grudge/agenda.

I am getting out of this and the other WA threads now as I am probably doing more harm then good by just extending them. Needless to say I am very disappointed in the way that a lot of the MyBB users have reacted these last couple of weeks.

 

[Gatecrasher]

Abe, I don't have a need for the 30gb/R199 offer. I have an uncapped account, which I am already paying too much for. I'm not going to dish out for more.

What agenda? The only people who stand to gain from my comments on their company is WebAfrica themselves. Free market research from yours truly. Do I get a thank you? No, I get a bunch of overly defensive, obfuscation. If they are not prepared to listen to their clients then they don't deserve to be in business. I gain absolutely zip for the time I take responding to their posts.

The only reward I have is the prospect that one day they will catch a wake up and bring a some decent products to the market at decent prices. I have some prepaid with Afrihost, but that is all. R29/Gig is still too expensive for me. I want to see a decent 4/8/12Mb uncapped product in SA at a decent price; one that doesn't get throttled to hell during the day. What I want to see is product equivalent to that which overseas markets enjoy. Even if we still have to pay a premium for it.

A full blown attack? Not at all. I put down the facts, I stay on topic, and I state my opinion based on the facts. I'm polite and I don't get personal. I'm doing what this forum is all about. And then I get told I have a grudge or an agenda? I'm the one who should be aggrieved here. I'm the one being attacked.

 

[wamatt]

I think you deserve to be run down on the basis of your recent price and product announcement. It is nothing to do with Web Africa specifically; I quite happily run down any company that behaves and disappoints in so abysmal a manner.

I am a WA client, although all I have with you now is a bit of left over prepaid that I haven't needed to use lately. I've never had any complaints about your service. But then I have never had any complaints about the service of any of the ISPs I've used. I have very few problems. The only reason I haven't bought anything from you lately is price.

Hi Gatecrasher

Did you read my response here?

http://mybroadband.co.za/vb/showthread.php?218419-WA-response-to-pricing-reductions

No one is saying there aren't cheaper deals out there. Price is king for you on pure data packages, that's fine. Go with that. But all I'm saying is being overly negative seems out of character and to continue about it. That makes no sense. Secondly if you don't pickup a special next month then I would be very surprised. Why wouldn't you take advantage of it?

My initial question was just the constant running us down. Our Complete offering we offer excellent pricing and the best all round in the industry. This is the fact. It's not what you want but you can't say we haven't done nothing for months. Behind the scenes we've all been working around the clock to align ourselves for the future.

 

[Gatecrasher]

Did you read my response here?
http://mybroadband.co.za/vb/showthread.php?218419-WA-response-to-pricing-reductions

Yes. Did you read my response there?

But all I'm saying is being overly negative seems out of character and to continue about it. That makes no sense.

It is negative, because in my eyes you failed. I'm not going to pretend otherwise. I'm only continuing because I keep getting responses to what I write. I should be earning some bucks, not whiling away my time on here.

Secondly if you don't pickup a special next month then I would be very surprised. Why wouldn't you take advantage of it?

If it can replace my existing package, and it is well priced, I'd be happy to take advantage of it. I would prefer it, however, if such offers were available to everyone, and not just a select (or random) few.

My initial question was just the constant running us down.

I opened a thread the other day complimenting the response I had received from WA to an email on this very issue. I have complimented you on your presence on the forum. I have complimented Kryon with a response I received from him a while back. Credit where it is due.

Our Complete offering we offer excellent pricing and the best all round in the industry. This is the fact.

Yes, I also read that article, and responded. It got me into trouble with the "boss". Although as someone pointed out, on the 1Gb complete, Cybersmart, at the same price, provides unshaped bandwidth. And Telkom and MWeb while R30 more expensive give 10 free local gigs. Which by your pricing is an extra R140 of value add.

It's not what you want but you can't say we haven't done nothing for months.

I can heartily agree with that. Be careful of double negatives.

Behind the scenes we've all been working around the clock to align ourselves for the future.

Good, but for consumers, there has to be a tangible impact in front of the scenes as well.