Afrihost.com? More like Troubleshooting.com – A Customer Service Nightmare

My experience with Afrihost has been nothing short of frustrating. Speaking to different customer service agents feels like starting the entire process from scratch every single time. Promises are made, but they are rarely kept, and every new agent seems to have little or no knowledge of the history of the case. So, once again, the customer has to explain everything from the beginning — followed by the inevitable “troubleshooting”. My Internet connection was simply switched off without any reasonable explanation, followed by turnaround times of 24 to 72 hours with little or no feedback. The customer is then expected to constantly follow up just to find out what is happening. When you finally get through to someone, they often have no idea what has previously been discussed. The service issues have gone even further. I received a call informing me that Frogfoot was available in my area, only to find out that there was actually no coverage. I consequently had to change back to Openserve. And changing an address with Afrihost? An absolute nightmare. At this point, I honestly feel that the name should be Troubleshooting.com rather than Afrihost.com. There is always another problem to troubleshoot, another agent to explain the problem to, another promise to wait for, and another follow-up that the customer has to make. I have been a customer, not a troubleshooting technician. Afrihost needs to seriously reconsider its customer service, case management and communication. Customers should not have to manage their own support cases just to get basic service restored. I could go on and on, but the bottom line is simple: this has been an extremely disappointing customer experience.