How to get support from Web Africa

DominionZA

DominionZA

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I am seriously starting to get p155ed off at this company. I would rather deal with Telkom than WA right now.

I need some assistance with my dedicated server hosted by WA.
So Sunday night I submit a ticket (normal thing to do?). Monday morning no response. I submit another ticket Monday lunchtime. No response.
SO 18H00 or so Mon evening I call them. At THIRTY minutes - sitting on the phone listening to some chick telling me "If you are a Web African blah blah" - I gave up.
This morning I call again. at 20 minutes listening to the same bull, I gave up. Submitted yet another ticket.

So I have used their ticket system with zero response (sorry - I got the automated "we have received your ticket" email). I have called twice and no-one answers.

What is next? Does anyone have any idea how to pry support out of this company?

Wish it was easy to move... Plan in progress though. I can't deal with cr@p like this.
 
Last edited:
"How to get support from Web Africa"

Easy. You don't. You cancel your services and move to someone else.
 
Mike Smit said:
Plan in progress though. I can't deal with cr@p like this.
Click to expand...

If you need someone who has done entire server moves before and want me to run down a plan of action for you, let me know and I'll try my best. We can get you moved and settled at a new company in next to no time, if I didn't have a day job I'd have said "you'd be moved by tonight!" ;)
 
WAJustinW said:
Hi Mike

As per my reply to your post on thread http://mybroadband.co.za/vb/showthread.php/489112-Best-local-hosting-that-is-not-WebAfrica?p=9717158&viewfull=1#post9717158, I have requested that a Senior from our Hosting Support give you a call to get your issues resolved.
Click to expand...

Can you maybe answer the question: Why has no one responded on the support tickets or why is no one answering the phone?

More importantly, are the responsible people who didn't answer the support ticket and didn't answer the phone going to be repremanded?

Also, what happened to the automated escalation procedure that was said was "in planning" 3 years ago to be added to the support ticket system so they don't get "lost". Because what would usually happen is, a ticket is read by an agent and conveniently forgotten about, and since it's already open/read, no one else bothers with it.
 
WAJustinW said:
Hi Mike

As per my reply to your post on thread http://mybroadband.co.za/vb/showthread.php/489112-Best-local-hosting-that-is-not-WebAfrica?p=9717158&viewfull=1#post9717158, I have requested that a Senior from our Hosting Support give you a call to get your issues resolved.
Click to expand...

I got a call from him about 20 minutes ago and told me the package options. I have to move my stuff across manually myself which means two of my clients that make extensive use of email must shut down their email accounts and re-create them on the new server. NOT GOOD!

My biggest issue is the charged amount. The package I am on is just under R500 a month. Since then you have released an equivalent package for R79 a month. I don't need re-seller specifically. Mainly unlimited domains, email and MS SQL. My clients don't login to manage their domains. I do it for them.

I asked nearly 2 years back when my disk space allowance (2.5GB) and traffic allowance (2.5GB) were going to go up as it had been like this for years already. I was told that is the package to go with if I need these features. So was stuck. Meanwhile R79 and R199 packages had been released that offered a LOT more for a LOT less, yet I was left on my crappy old antiquated package.

I queried yesterday why the pricing and allowances could not be bought inline with the new packages - if I could not simply be moved. Was told being on the old servers did not allow for these changes to be made to the package.
So basically just fsked no matter what I decide.

He could not help me with my dedicated server and the best he could offer there was put me in the queue that I have already consumed 50 minutes of my life in. I said no thanks. Submitted a third ticket and just waiting.

AcidRaZor said:
If you need someone who has done entire server moves before and want me to run down a plan of action for you, let me know and I'll try my best. We can get you moved and settled at a new company in next to no time, if I didn't have a day job I'd have said "you'd be moved by tonight!" ;)
Click to expand...

Now this sounds good. I will give it another day or two to see how this support issue with WA pans out and if still no success I will give you a shout dude. Got a dedicated server and about 10 shared hosting domains.

AcidRaZor said:
"How to get support from Web Africa"

Easy. You don't. You cancel your services and move to someone else.
Click to expand...

See above. I wish I could dude.
The thing is, when things are working and you don't need support, WA is good. The minute you need assistance from them - forget it.
In the old days when Mathew used to man the support desk, you could encounter a problem, call, and be on your way within 10 minutes. It is from these days that WA earned their name. They have headed straight downhill since they grew. Pity.
 
Haha... Now WA trying to call me.
Vodacom signal is terrible here, so I can either hear them and them not me, or vice versa. Tried 3 times now. Got to give them credit for that.
 
Mike Smit said:
two of my clients that make extensive use of email must shut down their email accounts and re-create them on the new server. NOT GOOD!
Click to expand...

That's an easy move dude.

Step 0) To prepare, set the MX/A Record of the mail server's TTL to 5 minutes instead of the default 24 hours and start looking for new hosts / choose one. http://elitehost.co.za would actually handle ALL of this for you, but here is your action plan for something "tricky" like this

Step 1) Create all mails on the new server

Step 2) Point the current DNS settings to the new server (note, don't change the DNS entry of the domain yet, just the MX/A record on the DNS, usually with hosting people tie their DNS to their hosting account which is a bad thing when you want to move, so you'll keep the current hosting going, and just change the MX record to the new host). Since you followed step 0, all other DNS servers would query your MX record more frequently, so you'd have the mails go to a new server within the span of 10 minutes.

Step 3) Setup a DNS setting that still points to the old host, like oldhost.domain.co.za, on the old DNS you're still on as well as the new DNS.

Step 4) Setup "pop3" retrieval on the webmail on each account and retrieve using oldhost.domain.co.za (your webmail should have this option, if not, message the clients giving them the oldhost.domain.co.za account and explain some old rogue emails might still be there, a web interface to the old server would help maybe, but 99% chance there's a POP retrieval feature like Gmail has on the new host)

Step 5) Wait a few days/week. Change the DNS servers to the new hosting (remember to transfer ALL settings, including pointing to the old host email server/webmail, they usually don't disable/delete those for a while after you cancel)

Step 6) Monitor that everything has gone fine. It should actually almost immediately go to the new mail server, but you might need to check the old one if there's any messages left at the old host before cancelling all your services with them.

Step 7) Switch back the TTL to the default

Step 8) Profit
 
Mike Smit said:
Haha... Now WA trying to call me.
Vodacom signal is terrible here, so I can either hear them and them not me, or vice versa. Tried 3 times now. Got to give them credit for that.
Click to expand...

They *HAVE* to, they employ more "Online reputation managers" to put out fires than actual support staff
 
Try canceling and hear the stories about notice periods 1 calendar month not 30days must cancel before x date blah blah blah
Must stand on your head, must give a urine sample, 5 ID photos and your first born
 
AcidRaZor said:
That's an easy move dude.
... Snip
Click to expand...
Awesome. This looks awesome dude. Thank-you.

These users all use the webmail interface and leave their email on the server. This is the tricky bit. Getting the existing content across.

AcidRaZor said:
They *HAVE* to, they employ more "Online reputation managers" to put out fires than actual support staff
Click to expand...

lol. Really?
 
They just called again. Can hear them. Them not me. Fsck!

Calling obviously not working. Just respond to the ticket. All details in there.
 
Mike Smit said:
Awesome. This looks awesome dude. Thank-you.

These users all use the webmail interface and leave their email on the server. This is the tricky bit. Getting the existing content across.



lol. Really?
Click to expand...

Yes really. lol, or at least from what I can see.

POP3 Retrieval on the new host's web interface = all problems solved. You change the DNS setting so that it goes to the new host so long etc, do the same with their webmail interface so they see them, POP3 will request from old server/login etc & Bob's your uncle.

But discuss this with your client first just in case.
 
AcidRaZor said:
Yes really. lol, or at least from what I can see.

POP3 Retrieval on the new host's web interface = all problems solved. You change the DNS setting so that it goes to the new host so long etc, do the same with their webmail interface so they see them, POP3 will request from old server/login etc & Bob's your uncle.

But discuss this with your client first just in case.
Click to expand...

Awesome. Thanks dude :)
 
Mike Smit said:
I got a call from him about 20 minutes ago and told me the package options. I have to move my stuff across manually myself which means two of my clients that make extensive use of email must shut down their email accounts and re-create them on the new server. NOT GOOD!

My biggest issue is the charged amount. The package I am on is just under R500 a month. Since then you have released an equivalent package for R79 a month. I don't need re-seller specifically. Mainly unlimited domains, email and MS SQL. My clients don't login to manage their domains. I do it for them.

I asked nearly 2 years back when my disk space allowance (2.5GB) and traffic allowance (2.5GB) were going to go up as it had been like this for years already. I was told that is the package to go with if I need these features. So was stuck. Meanwhile R79 and R199 packages had been released that offered a LOT more for a LOT less, yet I was left on my crappy old antiquated package.

I queried yesterday why the pricing and allowances could not be bought inline with the new packages - if I could not simply be moved. Was told being on the old servers did not allow for these changes to be made to the package.
So basically just fsked no matter what I decide.

He could not help me with my dedicated server and the best he could offer there was put me in the queue that I have already consumed 50 minutes of my life in. I said no thanks. Submitted a third ticket and just waiting.



Now this sounds good. I will give it another day or two to see how this support issue with WA pans out and if still no success I will give you a shout dude. Got a dedicated server and about 10 shared hosting domains.



See above. I wish I could dude.
The thing is, when things are working and you don't need support, WA is good. The minute you need assistance from them - forget it.
In the old days when Mathew used to man the support desk, you could encounter a problem, call, and be on your way within 10 minutes. It is from these days that WA earned their name. They have headed straight downhill since they grew. Pity.
Click to expand...

Hi Mike,

I have just come from our Dedicated Server team and I think there is major confusion around the services you have with us as well as our new packages. Firstly, your dedicated server was cancelled in 2008 already, which was confirmed by our engineers and you only have a Reseller (shared) package with us. You are currently on our old Windows Reseller Hosting package (HELM) which allows you to host unlimited domains and I think you are under the assumption this is a Dedicated server.

We released our new Windows servers (WSP) last year with the new pricing and this information was made available to all our customers via our website. So this information was at your disposal last year already and we have had thousands of HELM customers migrate over to our new WSP servers just by finding out about the new packages via our website. We cannot assume that all our HELM customers would like to move over to the new package as some customers may feel comfortable with the current servers and it is the customers responsibility to keep themselves abreast with the new packages.

Due to the fact that WSP is on totally new servers there is no upgrade path directly from HELM so you will need to add a new package to your account which will then make the resources available on the WSP servers. So all you will need to migrate your domains, website content and recreate all email accounts on the new servers if you choose to move over. This I explained to you in my PM last week. We unfortunately do not offer migration services as its not a feasible option for us due to the man hours needed to complete migrations and as a Reseller this is something you should be doing.

The migration to the new servers can be extremely smooth if you complete all the migration work (Website content, databases, setup respective DNS & recreate all email accounts with same passwords) on the new servers and all you will need to do is update the nameservers for the domains (if domains registered with us we will do this for you). Now I can understand this is allot of work but compared to amount of savings it will be well worth it especially for your business as a Reseller.

Lastly, as per my reply to your post here http://mybroadband.co.za/vb/showthread.php/489112-Best-local-hosting-that-is-not-WebAfrica?p=9719110&viewfull=1#post9719110 the R79-00 package is not a Reseller package and will not suit your needs. You will need to at least go for our Reseller Starter package at R199-00 which will give you a saving of R250-00 a month and actually gives you much more resources than what you currently have.

So if you would like Tarin from our Sales team to give you a call again to better explain things please let me know.
 
WAJustinW said:
We released our new Windows servers (WSP) last year with the new pricing and this information was made available to all our customers via our website. So this information was at your disposal last year already and we have had thousands of HELM customers migrate over to our new WSP servers just by finding out about the new packages via our website. We cannot assume that all our HELM customers would like to move over to the new package as some customers may feel comfortable with the current servers and it is the customers responsibility to keep themselves abreast with the new packages.
Click to expand...

I'm sorry but I have to call " BU LL SHI T" on this one my friend.

Web Africa is very quick to email marketing crap all the time and/or re-subscribe me to lists I beg/pleaded/bargained/bribed to get off of.

Now suddenly it's your CUSTOMER's (who, hey, face it, is always ****ing right) responsibility to check your website for pricing changes? And this after you ignore him on support tickets??

**** that boet

Web Africa, if you last 10 more years, it'd be because someone had to buy the company from you voetstoots and revive it's good name it had back in 2005
 
WAJustinW said:
Hi Mike,

I have just come from our Dedicated Server team and I think there is major confusion around the services you have with us as well as our new packages. Firstly, your dedicated server was cancelled in 2008 already, which was confirmed by our engineers and you only have a Reseller (shared) package with us. You are currently on our old Windows Reseller Hosting package (HELM) which allows you to host unlimited domains and I think you are under the assumption this is a Dedicated server.
Click to expand...

I have a partnership with another company. The dedicated server is under that companies name, and not my current reseller account. I can be dof, but not THAT dof.

WAJustinW said:
We released our new Windows servers (WSP) last year with the new pricing and this information was made available to all our customers via our website. So this information was at your disposal last year already and we have had thousands of HELM customers migrate over to our new WSP servers just by finding out about the new packages via our website. We cannot assume that all our HELM customers would like to move over to the new package as some customers may feel comfortable with the current servers and it is the customers responsibility to keep themselves abreast with the new packages.

Due to the fact that WSP is on totally new servers there is no upgrade path directly from HELM so you will need to add a new package to your account which will then make the resources available on the WSP servers. So all you will need to migrate your domains, website content and recreate all email accounts on the new servers if you choose to move over. This I explained to you in my PM last week. We unfortunately do not offer migration services as its not a feasible option for us due to the man hours needed to complete migrations and as a Reseller this is something you should be doing.

The migration to the new servers can be extremely smooth if you complete all the migration work (Website content, databases, setup respective DNS & recreate all email accounts with same passwords) on the new servers and all you will need to do is update the nameservers for the domains (if domains registered with us we will do this for you). Now I can understand this is allot of work but compared to amount of savings it will be well worth it especially for your business as a Reseller.

Lastly, as per my reply to your post here http://mybroadband.co.za/vb/showthread.php/489112-Best-local-hosting-that-is-not-WebAfrica?p=9719110&viewfull=1#post9719110 the R79-00 package is not a Reseller package and will not suit your needs. You will need to at least go for our Reseller Starter package at R199-00 which will give you a saving of R250-00 a month and actually gives you much more resources than what you currently have.

So if you would like Tarin from our Sales team to give you a call again to better explain things please let me know.
Click to expand...

No assumption necessary. Cheaper and better value. Obvious to me.
At least drop an email letting me know that there is something better than what I have on offer - and cheaper.
I suppose the more of us that are in the dark about the new packages - the better?
And sorry, don't have time to keep checking your site out for what is on offer and may be better than what I already pay you for. I expect my package to be adjusted accordingly?

I am understanding just fine thanks. Does not stop me being p155ed off. Taking two days to get a question answered by your support team helped fuel things and leave a very bitter taste in my mouth.

I have my own reseller account - that I manage.
I am also a partner with someone else and our dedicated server is under that account - which I manage.
I have had issues on both accounts that I needed rectifying.

R79 package will suit me. It is unlimited domains/SQL/email. What I need. My clients don't manage their sites themselves. I do it all. So as long as the domains are accessible from the www then all is fine.
I signed up for reseller, because that is all WA offered back then - with multiple domains.
If however the R79 allows multiple domains (as per your website) but no-one can actually access them, then let me know now as I have already started the migration.
 
Last edited:
Mike Smit said:
I
I am also a partner with someone else and our dedicated server is under that account - which I manage.
I have had issues on both accounts that I needed rectifying.
Click to expand...

Yea don't you just love it when Web Africa tries to be all "this is how it really is" and shows how ****ing stupid they are? I had the same thing, I managed 3 client's Web Africa accounts (all 3 of which has since moved away on my recommendation) and even though my clients didn't use my services anymore, I kept getting their support/response emails even though I never officially added myself to their account as a contact.
 
AcidRaZor said:
Yea don't you just love it when Web Africa tries to be all "this is how it really is" and shows how ****ing stupid they are? I had the same thing, I managed 3 client's Web Africa accounts (all 3 of which has since moved away on my recommendation) and even though my clients didn't use my services anymore, I kept getting their support/response emails even though I never officially added myself to their account as a contact.
Click to expand...

Yoh... You sound really p155ed at them dude :)

My problems mostly resolved now, so I am settling down again. When things work, they are good. It is just when you need their support for something that the wheels fall off and frustration goes through the roof.

Just this migrating of all these email accounts from one server to another server ALL IN THE SAME COMPANY that I have to do myself that pi55es on my battery. And their expectation that I must monitor the packages on offer to see if I can get a better deal IN THE SAME company. Oh well...
 
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