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Question of the Day: Have you ever ordered a product online and received a fake knock-off?
Why is Afrihost Support so slow and bad
- Thread starter N_L
- Start date
We're constantly hiring and training new support staff.Our Team is growing by the week. I honestly believe we've been getting some great feedback regarding the support experience, if you feel like your query is not taking as long to resolve as you expect, drop me a PM with your ticket reference number and I'll chase it up.
Is this oke for real? Your support staff literally told me to go look for another solution as you can't help with my problem. (the big Rain issue)
- Joined
- Oct 9, 2014
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- 7,265
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Wolfling
Well-Known Member
When every response email you receive from a help desks starts with "Sincere apologies for the late reply" there is something wrong.
That's definitely true. But we do have a QA department specifically to review our overall response times for both phone and email to ensure that we meet our overall targets.
I am your customer.
- I actually don't care how many people work in your QA department.
- I actually don't care all the nice things AfriMan, AfriGenie, @Afrihost on FB, "Company that Doesn't Respond" on HelloPeter, or any of the other Afrihost people anywhere else says.
- I actually don't care how big and impressive your striking red building on Rivonia Road looks.
- I actually don't care whether Gian knows how to sort out all the problems he has in his company.
I have an (extremely simple) issue with your service. I want it resolved. Is this too much for a customer to ask?
- I actually don't care how many people work in your QA department.
- I actually don't care all the nice things AfriMan, AfriGenie, @Afrihost on FB, "Company that Doesn't Respond" on HelloPeter, or any of the other Afrihost people anywhere else says.
- I actually don't care how big and impressive your striking red building on Rivonia Road looks.
- I actually don't care whether Gian knows how to sort out all the problems he has in his company.
I have an (extremely simple) issue with your service. I want it resolved. Is this too much for a customer to ask?
Customer service, Afrihost Style
PHENOMENAL companies respond within seconds
GREAT companies respond within minutes
GOOD companies respond within hours
MEDIOCRE companies respond within days
AFRIHOST, ag shame, they have some challenges.
AFRIHOST, ag shame, Needs Additional Support.
AFRIHOST, ag shame, does NOT respond within MONTHS*
*Ticket opened 22 February 2018. Ticket still not satisfactorily resolved on 23 March 2018. My guess is that it would take Afrihost no longer than 3 minutes to resolve the outstanding issue, if working very slowly on a lazy Friday afternoon.
PHENOMENAL companies respond within seconds
GREAT companies respond within minutes
GOOD companies respond within hours
MEDIOCRE companies respond within days
AFRIHOST, ag shame, they have some challenges.
AFRIHOST, ag shame, Needs Additional Support.
AFRIHOST, ag shame, does NOT respond within MONTHS*
*Ticket opened 22 February 2018. Ticket still not satisfactorily resolved on 23 March 2018. My guess is that it would take Afrihost no longer than 3 minutes to resolve the outstanding issue, if working very slowly on a lazy Friday afternoon.
CTBP
Executive Member
- Joined
- Nov 22, 2010
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- 6,872
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- 8,428
Maybe Afrihost have been taken over by AI and robots and this is why you get the same responses of "we are sorry" they are still trying to figure out how to properly interact with us humans, it's just a matter of time, specially now that Quantum computing is on the horizon.
HibiscusTunes
Expert Member
- Joined
- May 13, 2008
- Messages
- 1,626
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- 228
AI would be better than some of the unintelligent drones who work at afrihost. And no AfriGenie, I'm not retracting what I just said about your "hard working employees". You were great in the beginning but your level of support has gone down the toilet and you all need one big ****ing wake up call.
- Joined
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It was less of a dump and more of an offer by our Directors to buy back their shares.
- Joined
- Oct 9, 2014
- Messages
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I really do understand your frustration, and we are taking the feedback that we receive very seriously. This isn't a quick process however, and as much as we want to ensure that everyone has the best experience possible, we can't rush our new Support Agenets through training.
Our Team is working round the clock to improve, and it will remain a priority for us.
We are having a horrid experience at Afrihost now. This is unacceptable.
Somehow technical service at Afrihost has collapsed altogether.
Trying to get our server reboot there during past couple of days. No reply on tickets, nobody gives feedback on status, when they phone you couple of hours later when you try to complain they have no clue and must run around for some time to go and speak to some "server admin" and/or some "manager" who never responds.
Your "services for web and server" hosting is unusable now, yet you keep on advertising and marketing it?
F
Former member 61586
Guest
We are definitely doing our best to improve our response times for email tickets - I sincerely apologise for the lack of feedback.
We have been in the process of a major server migration and it may take us a little time to work through all the related queries.
If you drop me the ticket reference by PM, I'll make sure you get some help.
Well I need a company that can provide professional service support for virtual server hosting, I cannot carry on like this cause we are losing client ourselves/
Who are the best players out there in this pricing comparable market segment. Do you perhaps know? If heard good things of Hostafrica and Hertzner?
Who are the best players out there in this pricing comparable market segment. Do you perhaps know? If heard good things of Hostafrica and Hertzner?
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We are definitely a professional and world class hosting provider. Although we did experience some problems during this latest migration, we generally had very few problems over the last couple of years.
Solitude
Executive Member
Whew no. I host at various places and Afrihost has by far the most downtime over the last couple of years. I can post pics from UptimeRobot.
Last week when you went down I tried to contact support. Nobody was available via whatsapp. Nobody answered live chat. I phoned and of course you don't have a queuing system anymore so I waited for a callback that never came.
Um, didn't read the rest of the thread or even the OP. Just saw this last message and quickly responding to it.
I want better from Afrihost!
Whew no. I host at various places and Afrihost has by far the most downtime over the last couple of years. I can post pics from UptimeRobot.
Last week when you went down I tried to contact support. Nobody was available via whatsapp. Nobody answered live chat. I phoned and of course you don't have a queuing system anymore so I waited for a callback that never came.
Um, didn't read the rest of the thread or even the OP. Just saw this last message and quickly responding to it.
I want better from Afrihost!
It's totally not cool that your callback never arrived and that you couldn't reach us. Really sorry about that.
We can definitely do better and I promise that we will
