Beyond inconvenienced

Afrihost an ISP.They reluctantly accept that they are at fault.I have a pure fibre package with them and my router was giving issues.

I had to beg and plead like I was wrong.Your customer service representatives refused to log my return.

Firstly you have the nerve to request a payment of collect, Afrihost you running a business and you conform to rules and regulations of the CPA. A in warranty repair is at the cost of your business not my pocket because your product is faulty and causing me inconvenience.

Secondly why is it my responsibility to contact you with regards to my in warranty repair? You haven't phone me or emailed me once regarding the length of the repair. You haven't informed me about the issues that was found nor communicated any progress. Is the device replaced or repaired ? You refuse to take accountability and decency.

Thirdly You havent contacted me with a suitable delivery time and address you just assume I am available.

You sms me with two different addresses that you will be delivering Where are you actually delivering my package ? Oh by the way now I have to buy airtime to phone the call center to reschedule a delivery I am not even aware of.

Mind you in this time that your company decided to throw your shoulders up I sat with no internet.

Fourthly You need to get in line with educating your staff on every detail especially if they will be offering technical support. I as a IT Technician had to walk them through the correct way of giving support regarding routers. Not just keep rebooting and pulling out Network cables that isn't diagnostics especially if it's the fifth time doing it on the phone. Times and technology is evolving and if you don't train your staff like any other business the competition will profit from your failures. Where Chat bots and AI is able to deliver better services than a human.

I expect a response and I want to know how you will rectify this issue.