***********, arrogant and useless customer care
I would like to inform Afrihost of the absolutely horrible service I have received this week from 3 Afrihost customer care/technician agents. I will include their names at the bottom of this email.
On Monday, I attempted to contact Afrihost through the Whatsapp line to get advice on the process to follow to relocate my fiber package to a new address. The agent advised me that I need to bring my modem and ONT device to the new address and log a relocation request online and that it should take about 24 – 48 hours. I then did so.
On Wednesday I contacted the Whatsapp line again to follow up and spoke to a different agent, who then told me the first agent was incorrect and that I should not have used my old ONT device, but the existing ONT at the new address. I explained that the previous owners did not leave the box here. He then logged a ticket with Metro Fiber to change the address on my current ONT device. He too said that this will take 24 – 48 hours.
Today I attempted to follow up again on the Whatsapp line and told that both agents before gave me the incorrect information and that I am not able to do this at all – he did not even offer my a resolve and refused to end the chat in order for me to review him.
I then called the fiber office directly. This agent seemed to be the most helpful. Unfortunately and fortunately for him, I cannot recall his name. He had kept me on the line while he called MetroFiber. He then told me that he has cleared it up with them and that my line will be active within an hour and he will call me back to confirm. Needless to say, this did not happen.
Then another agent called (Anthony) – which I should point out was definitely the most ***********, uninformed and arrogant agents out of all of the lot I have dealt with this week, called me and first was asking me what I wanted, and wanted me to explain everything again from the start (which I later asked him if it isn’t visible on the system to which he then admitted it is) and simply said that he can see it is not active. Again, absolutely no drive or urgency to get this matter resolved. Forward down the conversation, he first wanted to lead me to believe that there is only one manager and he is not available. Only after I said I would email the manager, he attempted to make an effort to resolve it. And a very pathetic one at best, requesting me to send him pictures of tall the devices.
Now by this time, I had spoken to 5 agents, sent pictures of all my devices 3 times to 3 agents. Every agent has questioned me about the situation (same questions each time), every agent giving contradicting advice, one agent logged a ticket, two agents claimed to have been in contact with MetroFiber and confirmed that they will do the transfer, 1 week down the line, hours of time wasted on messages and calls, with still no indication of being a step closer to it being resolved, I have now decided that I am DONE with Afrihost and will move over to a new ISP on Monday.
Therefore, please also advise how to formally cancel all services with Afrihost.
The agents details are as follows:
Keshia G – Monday via Whatsapp Dineo M – Wednesday via Whatapp Geraldo J – Friday via Whatsapp Anthony Mthembu – Friday via call center (the worst of the worst)
I am utterly shocked and disgusted with how something that should be such a simple task, has become such a circus and how *********** the agents at Afrihost is. I hope that these agents can be sent on some courses. And I will be sure to spread the word.