Webafrica's "great" support

waIan said:
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.
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How's the investigation going? haven't heard anything as of yet?

I can just imagine how much time would be saved if stuff like this doesn't have to be "investigated". There wouldn't be any investigations if you get it right the first time ;)
 
AcidRaZor said:
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
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The problems I've had were all at night so I'd say 5 minutes max.
 
WaDaniel said:
@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.
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Still doesn't make any sense to me, and I've responded to your post with a copy/paste of both the emails referenced for your convenience and a screenshot indicating the clarity of the dsl complete pricing matrix. But not to drift off topic. I'll take your word for it and apologize of accusing you for lying to me. I created a thread on here now warning DSL Complete customers to please upgrade their packages (http://mybroadband.co.za/vb/showthread.php?218485-Web-Africa-DSL-Complete-users-please-note!) . And I've pm'ed you my number so you can phone me if you think there's still some stuff I don't clearly understand yet.
 
Gatecrasher said:
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!
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You ever think that if they gave great support from the start, that they wouldn't have half as many fires to put out? ;)
 
Hi bullfrog

Thank you for your patience while we were investigated.

We were experiencing high call and ticket volumes this week due to queries relating to new pricing structure on all services that we launched, our billing run happened yesterday as well and the general DSL queries, therefore the call volumes were high.

Our average turnaround time is +-2 hours on tickets and we understand the urgency in responding to ticket in the allocated time frame.

I believe this will be a once off situation and going forward we will provide you with the high level of service you were receiving.
 
waIan said:
Hi bullfrog

Thank you for your patience while we were investigated.

We were experiencing high call and ticket volumes this week due to queries relating to new pricing structure on all services that we launched, our billing run happened yesterday as well and the general DSL queries, therefore the call volumes were high.

Our average turnaround time is +-2 hours on tickets and we understand the urgency in responding to ticket in the allocated time frame.

I believe this will be a once off situation and going forward we will provide you with the high level of service you were receiving.
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That's great to hear, except for the part where the first reply to my ticket was asking for more information. I provided that information roughly at 10am this morning and have yet to receive another response with what is being done. Am I to expect a reply at 10pm this evening?
 
waIan said:
Hi bullfrog

Thank you for your patience while we were investigated.

We were experiencing high call and ticket volumes this week due to queries relating to new pricing structure on all services that we launched, our billing run happened yesterday as well and the general DSL queries, therefore the call volumes were high.

Our average turnaround time is +-2 hours on tickets and we understand the urgency in responding to ticket in the allocated time frame.

I believe this will be a once off situation and going forward we will provide you with the high level of service you were receiving.
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Ah, this may explain why Billing was a bit busy, but it doesn't explain why the system went down when I phoned in? Might just check that out as well while you're doing that thnx
 
I have a support ticket open since 10 Feb 2010 which was closed twice and I re-opened each time without it being resolved.
 
Hi bullfrog

I will see if I can get someone to respond to your query as soon as possible.

Once again, I do apologise for the inconvenience this has caused you.
 
Hi mystic007

Thank you for raising this with us.

I do apologise for the inconvenience this has caused you.

Please PM me your client code so that I can assist you in resolving your query.
 
bullfrog said:
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!
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Hi Bullfrog

What is Effective Hosting? Can you clarify please? Are you a competitor?

Anyway that aside, right now we under exceptional load, new pricing upgrades, end of month etc etc. A 12 hour response on a 3rd level query (Ip address blacklisting which typically require NOC to investigate) is not bad considering we at our most busiest right now we've been in months.

My honest assessment is we have great support especially considering the size of customers. Secondly if expectations are around our 2005 service levels, then there will be a disconnect. Obviously a 2 man operation is going to provide a more personalised and better service but that's another matter altogether. The word great though of course is relative.
 
When I was with WA (prior to going to Neotel and then coming back to ADSL)

I only ever had issues with their billing, but their 'manager' (name escapes me) was always top notch.

I HATED how their billing works (I had drama every month) and eventually left because of it, but other than that, I liked WA.

Just the billing part...
 
gdiza said:
When I was with WA (prior to going to Neotel and then coming back to ADSL)

I only ever had issues with their billing, but their 'manager' (name escapes me) was always top notch.

I HATED how their billing works (I had drama every month) and eventually left because of it, but other than that, I liked WA.

Just the billing part...
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Yup it's no secret our billing sucked especially mid last year (its shown on the ticket rating graphs). It's come a long way and we've poured in over a thousand hours of collective dev time (we track this internally) in the past 10 months. It's not perfect in fact I would say its average but now with features like the EFT payment tracking system, Credit Card reminders etc its coming more in line. The whole core has also been rewritten now in .NET to handle upcoming features on the August 2010 product update.
 
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wamatt said:
What is Effective Hosting? Can you clarify please? Are you a competitor?

Anyway that aside, right now we under exceptional load, new pricing upgrades, end of month etc etc. A 12 hour response on a 3rd level query (Ip address blacklisting which typically require NOC to investigate) is not bad considering we at our most busiest right now we've been in months.
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I find it slightly insulting that you have to question my reason for starting this thread. I guess in a way I am a competitor, but that's not even remotely the reason for starting this thread. I currently only do international hosting and none of the other stuff. I don't sell adsl, no local hosting etc. You don't think that if my only intention was to bad mouth webafrica, I would do it on a new account, where no one could see my signature? It's no secret that I sell hosting. I am posting this as a long time client of your adsl services.

I also wouldn't call the response I got a third level response, for the 2nd reply I can understand the wait a bit more. Asking me for the account in question and my ip at the time is hardly a level 3 response. Even your lowest level tech could have replied and said that he's forwarding the ticket to a higher level tech and that they'd probably require this and that. That response I would have understood, but only asking me for an IP 12 hours later?
 
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bullfrog said:
I find it slightly insulting that you have to question my reason for starting this thread. I guess in a way I am a competitor, but that's not even remotely the reason for starting this thread. I currently only do international hosting and none of the other stuff. I don't sell adsl, no local hosting etc. You don't think that if my only intention was to bad mouth webafrica, I would do it on a new account, where no one could see my signature? It's no secret that I sell hosting. I am posting this as a long time client of your adsl services.

I also wouldn't call the response I got a third level response, for the 2nd reply I can understand the wait a bit more. Asking me for the account in question and my ip at the time is hardly a level 3 response. Even your lowest level tech could have replied and said that he's forwarding the ticket to a higher level tech and that they'd probably require this and that. That response I would have understood, but only asking me for an IP 12 hours later?
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Not an insult. 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. Furthermore I think that's a perfectly valid and reasonable statement to make.

This is the same reason we hardly ever comment on other ISP's. The only exception I've made was regarding Afrihost in my pricing response thread. (forumites continually pushed the issue and required a reply to comparison's made).
 
My being into hosting has absolutely nothing to do with my query. I am a client of yours, am I not?

You might see it as bad form, but I still waited 12 hours for someone to ask me for my ip. I think that is bad form.

If I was so heavily biased against webafrica, why was webafrica my first choice for sending clients who needed adsl to? Why would I support you if I was so heavily biased?

I have just one more question. Are you disputing any of the facts that I have posted here? Apart from my opinion on great support and mediocre support?
 
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