So signed up with Afrihost and already NOT impressed.

  • Thread starter Thread starter Former member 61586
  • Start date Start date
F

Former member 61586

Guest
Need mobile broadband and decided to give afrihost a shot.

So did some research on the website and it seemed they could have me up and running in 48 hours as that is the time they say it normally takes to have the sim card delivered.

So here is where what I consider the unethical behaviour begins.

1. They want to debit my account immediately for the pro rata amount of what is left for the month. 5 days. But I only receive the sim card in 48 hours which is actually then only 3 days of use :confused: . Queried this, and the consultant on the live chat says I have to contact accounts for them to re-imburse me for the 2 days during delivery. So they know it takes a few days to deliver and if a client doesn't query it, they score. :erm:

2. Then I receive an email saying the debit order will take 5 days to clear and only then will my package be packed for delivery. So I WILL see NONE of this month's usage yet still be billed for it? :confused: . I suppose I still need to contact accounts for that "error" as well?

Really? If I had known beforehand the type of operation you run, I would've never signed up to start with. Lesson learnt. Cancellation on the way. being ripped off for even so much as one cent just never sits right with me.
 
ambroseg1 said:
Need mobile broadband and decided to give afrihost a shot.

So did some research on the website and it seemed they could have me up and running in 48 hours as that is the time they say it normally takes to have the sim card delivered.

So here is where what I consider the unethical behaviour begins.

1. They want to debit my account immediately for the pro rata amount of what is left for the month. 5 days. But I only receive the sim card in 48 hours which is actually then only 3 days of use :confused: . Queried this, and the consultant on the live chat says I have to contact accounts for them to re-imburse me for the 2 days during delivery. So they know it takes a few days to deliver and if a client doesn't query it, they score. :erm:

2. Then I receive an email saying the debit order will take 5 days to clear and only then will my package be packed for delivery. So I WILL see NONE of this month's usage yet still be billed for it? :confused: . I suppose I still need to contact accounts for that "error" as well?

Really? If I had known beforehand the type of operation you run, I would've never signed up to start with. Lesson learnt. Cancellation on the way. being ripped off for even so much as one cent just never sits right with me.
Click to expand...

Hey Man, I don't think their intention is to rip you off :/

1) Seeing that the product is data based and not time based, it doesnt really matter at what point you get it. See - if you got, lets say, a Gig - then 25 days into the month you would get, lets say, 100MB. However - even if you got it today or in two days time - you would still get the same 100MB :) They don't score anything, because you still have the same amount of data :) If it was "5 Days of Usage", then it would be unfair to start the timer, even though you haven't yet got your product, but seeing that its data based - you are still getting the correct amount of data. Hope that makes sense :P

2) This I dunno, you'll have to ask billing or PM Afriman :) He is always helpful and will sort this out for you :)

Z
 
Yeah pm one of the Afrihost dudes here. I'm pretty sure they will sort you out and you'll get the data you paid for.
 
ambroseg1 said:
On point number 1. Both the amount of data as well as the amount you pay is pro rata. So two days less, means [5GB/30days x 2 days] less data which is about 300MB.
Click to expand...

I see what ya mean :/ I guess they just assume that the client wouldn't mind having a bit extra data to use up before the end of the month :) again, Afriman should be able to help you out :)
 
MartyMarts said:
Yeah pm one of the Afrihost dudes here. I'm pretty sure they will sort you out and you'll get the data you paid for.
Click to expand...

I know if I made a big enough stink, I could probably get re-imbursed the money for the late start to the deal. My problem is with the unethical behaviour. They know it takes 48 hours at least to deliver. So why not factor that in from the start when doing the pro rata calculation? And why only after everything is done in terms of the application, do they then drop the bomb that the debit order takes 5 days to clear and that would also affect when you get the sim card to start to the data usage. It is theft. And they probably only re-imburse clients who complain. Those that don't are none the wiser. Unethical.
 
ambroseg1 said:
Need mobile broadband and decided to give afrihost a shot.

So did some research on the website and it seemed they could have me up and running in 48 hours as that is the time they say it normally takes to have the sim card delivered.

So here is where what I consider the unethical behaviour begins.

1. They want to debit my account immediately for the pro rata amount of what is left for the month. 5 days. But I only receive the sim card in 48 hours which is actually then only 3 days of use :confused: . Queried this, and the consultant on the live chat says I have to contact accounts for them to re-imburse me for the 2 days during delivery. So they know it takes a few days to deliver and if a client doesn't query it, they score. :erm:

2. Then I receive an email saying the debit order will take 5 days to clear and only then will my package be packed for delivery. So I WILL see NONE of this month's usage yet still be billed for it? :confused: . I suppose I still need to contact accounts for that "error" as well?

Really? If I had known beforehand the type of operation you run, I would've never signed up to start with. Lesson learnt. Cancellation on the way. being ripped off for even so much as one cent just never sits right with me.
Click to expand...

Hi

Really sorry to hear that we aren't off to the best start :( I hope I can clear up some of the issues here.
Our billing system is entirely automated, so it makes it hard to coincide the days, data and clearing time for debit orders. What I can do though, is have the pro-rata data moved over to April for you so you don't lose out on anything you've paid for.

Debit orders do take some time to clear I'm afraid, it's submitted from our end onto the banks where they take a few days to clear it. It's definitely not our intention to rip any of our clients off :)

Please send me a PM with your user info and I'll follow up on your account.
 
AfriGuy said:
Hi

Really sorry to hear that we aren't off to the best start :( I hope I can clear up some of the issues here.
Our billing system is entirely automated, so it makes it hard to coincide the days, data and clearing time for debit orders. What I can do though, is have the pro-rata data moved over to April for you so you don't lose out on anything you've paid for.

Debit orders do take some time to clear I'm afraid, it's submitted from our end onto the banks where they take a few days to clear it. It's definitely not our intention to rip any of our clients off :)

Please send me a PM with your user info and I'll follow up on your account.
Click to expand...

1. If your billing system is entirely automated, why not automate it to start calculating at LEAST 5 days after the order has been confirmed to make provision for at least the delivery time and debit order delays? You know for a FACT that the sim wont be ready for use on the day of the order yet automate your billing system to start billing from that day. Not ethical no matter how you look at it.
2. Concerning the debit orders, why not inform clients before they place their orders of debit order delay? First time I was made aware of it, was after I had confirmed my order. until I was made aware of the debit order delay, I was under the impression the sim would arrive within 48 hours of placing my order as that is the impression the website info gives.
3. Had I not said a thing about all this, Afrihost would've gladly taken my money for the days I never had use of the sim without so much a second thought right? In fact, I would've been billed pro rata for a month where I had zero use of the sim card as the sim would've probably only arrived in the new month.
 
ambroseg1 said:
1. If your billing system is entirely automated, why not automate it to start calculating at LEAST 5 days after the order has been confirmed to make provision for at least the delivery time and debit order delays? You know for a FACT that the sim wont be ready for use on the day of the order yet automate your billing system to start billing from that day. Not ethical no matter how you look at it.
Click to expand...

Because there's no way for them to guarantee delivery. They should however simply use an activation button in the client CP once the sim has been received...
 
ambroseg1 said:
1. If your billing system is entirely automated, why not automate it to start calculating at LEAST 5 days after the order has been confirmed to make provision for at least the delivery time and debit order delays? You know for a FACT that the sim wont be ready for use on the day of the order yet automate your billing system to start billing from that day. Not ethical no matter how you look at it.
2. Concerning the debit orders, why not inform clients before they place their orders of debit order delay? First time I was made aware of it, was after I had confirmed my order. until I was made aware of the debit order delay, I was under the impression the sim would arrive within 48 hours of placing my order as that is the impression the website info gives.
3. Had I not said a thing about all this, Afrihost would've gladly taken my money for the days I never had use of the sim without so much a second thought right? In fact, I would've been billed pro rata for a month where I had zero use of the sim card as the sim would've probably only arrived in the new month.
Click to expand...

I think it's quite a complex implementation to run, but we'll definitely look into it :)
We're always very open and honest with our clients - like I mentioned earlier, it's not our intention and we're not in the market to rip anyone off.

Please PM me your account info so I can move the data over for you.
 
DJ... said:
Because there's no way for them to guarantee delivery. They should however simply use an activation button in the client CP once the sim has been received...
Click to expand...

fair enough. But they do KNOW it will take at LEAST 48 hours. So add two days to the automated billing as a start. Then inform clients they are being billed incorrectly due to debit order delays and delivery time fluctuation and tell clients to contact Afrihost once they get their sim cards so correct billing can be calculated. Don't bill the maximum days and hope the education system does its job and no clients are the wiser.
 
AfriGuy said:
I think it's quite a complex implementation to run, but we'll definitely look into it :)
We're always very open and honest with our clients - like I mentioned earlier, it's not our intention and we're not in the market to rip anyone off.

Please PM me your account info so I can move the data over for you.
Click to expand...

No sir. It is not complicated. Whoever wrote the code for the automated billing simply has to replace "current date" with "current date+2days" to the formula to do the calculation for the pro rata (basically add 2 days as a minimum to the pro rata calculation from the order date). And then whomever does the website simply has to add very simple text informing clients they are being billed incorrectly due to debit order delays and delivery time fluctuations and that clients must contact Afirhost when they receive their sim cards to correct the error. Simple as that.

There is no point in sending my account info as I cancelled the order already and changed my bank details to incorrect information in case you guys tried to debit my account regardless (from your business practice I wouldn't put it past you unfortunately).
 
ambroseg1 said:
fair enough. But they do KNOW it will take at LEAST 48 hours. So add two days to the automated billing as a start.
Click to expand...

Or someone collects it as a matter of urgency and has to wait 48 hours because the new automated version delays activation. Seems silly to base a company process as crucial as finance on delivery dates. Rather just let users activate in their control panel. If it passes a certain period of time without activation, it auto-activates on the day of the next billing cycle...
 
ambroseg1 said:
No sir. It is not complicated. Whoever wrote the code for the automated billing simply has to replace "current date" with "current date+2days" to the formula to do the calculation for the pro rata (basically add 2 days as a minimum to the pro rata calculation from the order date). And then whomever does the website simply has to add very simple text informing clients they are being billed incorrectly due to debit order delays and delivery time fluctuations and that clients must contact Afirhost when they receive their sim cards to correct the error. Simple as that.

There is no point in sending my account info as I cancelled the order already and changed my bank details to incorrect information in case you guys tried to debit my account regardless (from your business practice I wouldn't put it past you unfortunately).
Click to expand...

We're always improving where we can, so that means we're always getting better :)

Really sorry you feel this way though, we're open to help and will gladly chat to you about things further - I think our reputation has always been one of being extremely transparent and wanting to give every South African the opportunity the best possible deal.
 
DJ... said:
Or someone collects it as a matter of urgency and has to wait 48 hours because the new automated version delays activation. Seems silly to base a company process as crucial as finance on delivery dates. Rather just let users activate in their control panel. If it passes a certain period of time without activation, it auto-activates on the day of the next billing cycle...
Click to expand...

Sure they could just activate it in the control panel. But the collection thing you mentioned would be the exception, not the rule as nowhere during the order process is the option of collection ever mentioned. So I would therefore assume the majority of customers get their sim cards through delivery.
 
AfriGuy said:
We're always improving where we can, so that means we're always getting better :)

Really sorry you feel this way though, we're open to help and will gladly chat to you about things further - I think our reputation has always been one of being extremely transparent and wanting to give every South African the opportunity the best possible deal.
Click to expand...

Unfortunately first impressions last. So your reputation with me is not one of integrity. Even @lantic make sure to start billing pro rata only when the sim is activated and delivered to the client and not a day earlier. And they aren't the sharpest tools in the shed.

May I ask one last question? Is the pro rata billing of mobile data being attended to and when will the problem be fixed so that customers are not unknowingly ripped off?
 
ambroseg1 said:
Sure they could just activate it in the control panel. But the collection thing you mentioned would be the exception, not the rule as nowhere during the order process is the option of collection ever mentioned. So I would therefore assume the majority of customers get their sim cards through delivery.
Click to expand...

But let's say the delivery is delayed, but activated before delivered once again. Same issue. Personally, I'd remove the delivery and activation issues from the equation entirely...
 
DJ... said:
But let's say the delivery is delayed, but activated before delivered once again. Same issue. Personally, I'd remove the delivery and activation issues from the equation entirely...
Click to expand...

Agreed.

Considering the pro-rata amount near the end of the month usually comes to such a small number I'd rather not add another potential point of failure into the equation.
Working the 2 days delivery into the pro-rata calculation might be a good idea though - or a popup when signing up on the last few days of a month, asking if you'd rather wait until the next month - or warning that you might lose out on allocated data should you only get the device the following month.
 
They also did this to me, I queried it and never had a response. I agree with the OP, it's a little dishonest.
 
They did this to me also, I queried it and a credit in data rectified the issue.

Seems that everyone is keen to blame Afrihost, when in reality it's the greedy overpriced and dishonest banks that are the root cause of the problem...
 
Hang on. How is this the bank's fault? :confused:

It has to do with when the sim is activated...
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X