Poor customer care : relating to fibre installation process

Poor customer care : relating to fibre installation process

For 6 months I have been battling to get an answer out of Afrihost regarding my fibre installation through Vumatel .

Its all well and good that Afrihost blames Vumatel . They first spin you the story that there is a six week period that Vumatel takes to do the installation I just think this is a baiting tactic as although this is a long time it is come to be expected in our country. Following this you have almost verbally abuse the live chat staff to get an answer out of them which is usually " I have escalated this to someone in charge" . Funny I have never had a response from any one of those so called escalations.

From this point on 2 weeks down the line you go through the same process scream and shout threaten some more then I get the excuse that its Vumatel’s fault they have change their system... ill escalate this .... with the same outcome...

Then I send another request to have this seen to it gets ignored so I resend the automatic response that is generated when logging an incident about 5 times before anyone looks into this matter. Guess what ..... it’s been escalated again...sad to say everyone it seems that Afrihost has fallen into the trap of all big isp’s and is now starting to look like a government run organisation.

Now I understand that this might be out of the control of Afrihost in providing the infrastructure but the responsibility to provide the customer service and act as the middle man is still on Afrihost. There is simply no care.

I have also suggested that this deal be s****ped and that I either be assigned a different service provider to lay the infrastructure or that this deal gets s****ped completely and we put it down to it being too big and out of control of Afrihost... that was escalated ....... still no response

I would like to point attention to your home page on your website.

Hello, We are Afrihost The Award-Winning South African Broadband, Web Hosting and Telecoms Service Provider.(Falser Advertising)

Best customer service award 2017 ... well i hope KPMG did audit\verify this award.