Afrihost, you have dropped the ball on quality service

On 19 Feb 2024, I moved from Afrihost Mobile to their new Mobile Air product. I had to order 6 AirMobile SIMs. The order was 5 SIMS to address 1 and 1 SIM to address 2. Of the 6 only 2 were correctly delivered and within expected time frames.

3 SIMs destined for address 1 were incorrectly delivered to address 2. The SIM destined for address 2 has never arrived despite it showing in Afrihost's system as delivered.

I have found their help services most frustrating with no follow-up callbacks to update me, and no notes history for their colleagues to know what has transpired to date. Each time I speak to a service consultant I have to explain the whole situation and they have to "check with the warehouse".

I have wasted time and resources trying to get the 3 incorrectly delivered SIMs from address 2 to address 1. I fixed their mistake!

Each time I have interacted with a service consultant, either over WhatsApp or voice, I have asked for a manager to call me back. To date, no manager has ever called me and consultants refuse to transfer me to a manager. Why are the managers hiding?

The 20th of March was the first time a service consultant took my complaint seriously enough to attempt to sort out the situation. I received a callback and assurances that the SIM will be delivered. I am still waiting...

Dear Afrihost, I have enjoyed good value-for-money offerings from you, yet this tardy incident that has dragged out over a month is leaving a bitter taste in my mouth. What are you going to do to fix it?