DISGUSTING SERVICE FROM AFRIHOST

This is an email sent to the CEO of Afrihost:

DISGUSTING SERVICE FROM AFRIHOST

Dear Gian,

I’m not confident you will read this email, and are even less confident of receiving a reply. For this reason, I will also post this on Hello Peter.

We signed up with Afrihost a few years ago, with an ADSL connection. At first, we received excellent service from you. It appears that your organisation has now grown too big to provide a decent level of service to customers who phone you. I think you are more interested in making profit than in providing decent service.

In February 2017, I app**** to yourselves for a fibre connection. This was finally installed & connected in June 2018. (16 months later).

At the time of applying, the idea was to cancel DSTV, and stream free TV programmes through one of the sites that provided that facility. I therefore decided that we would need a fast connection, with no cap. It has since become less viable to stream TV, as a number of these sites have been shut down. We therefore don’t need such an expensive package from yourselves.

I tried phoning your customer care line on Monday 25 June, so that I can get advice on what would be the best way to downgrade to a cheaper package. I was routed to a voice-mail , told that everyone is too busy to talk to me, and that someone will phone me back shortly. I then received a call about 12 hours later (whilst I was in a meeting). I asked the operator to phone me back after 5pm, when it would be convenient for me to talk. THIS NEVER HAPPENED. I then received a call the next morning, shortly after 8am (whilst driving). I again requested a call after 5pm. THIS NEVER HAPPENED.

Eventually, on Friday 29 June (out of desperation), I used the Whatsapp service. I conversed with someone called Asaph, who is one of the most arrogant *****s I’ve ever had the misfortune of communicating with. He basically told me that this is the package that Afrihost is providing, and I must just live with it. He said if I’m not happy with the package, I can cancel and pay R1000 for the cancellation. I find this OUTRAGEOUS. At the end of the conversation, I asked for a manager to phone me straight away. I received an SMS that I would receive a phone call within the next 30 minutes. THIS NEVER HAPPENED.

I received a call the following morning, Saturday 30 June (whilst driving). I again told the operator that I was not able to talk to him, and that I wanted a MANAGER to phone me as soon as possible. He said there was no manager available, and he would arrange for the manager to phone the following Monday. THIS NEVER HAPPENED.

In the mean time, I have again been billed for a service that I don’t want or need. I can’t seem to get to talk to anyone in your offices, so that I can get the right advice on what to do. Maybe you can recommend another service provider that can offer a decent level of service, because I’m definitely not getting this from Afrihost.

Please advise,