PURE AFRIHOST LTE HORROR
I am so tired of telling the story over and over. In Afrihsot language JOY = HORROR. Perhaps the word JOY in their Greek or Hebrew translation actually should be interpreted as horror for all I know.
Problems reported early September ...it is now 16 October!
Letter 1 to CEO
Dear Gian
Please take the time to read the paper trail on these tickets. It reads like a horror story.
I have been your client since I met with you and ******x from ******xx about 10 years ago. I have always had my ADSL lines bundled with you and you have been my SP of choice. Over the years your service has moved to a robotic electronic one and when you happen to speak to any consultant they pass you from pillar to post and nobody seems to be decision makers.
I am using a Telkom sim with data loaded to communicate with your organisation because the Cell C ( with full map coverage) is a simple disaster. You should not be selling your customers problems. In fact, I have spent over R1000 topping up my MTN, Vodacom and Telkom sims to try and do my work ( not play)! Please take the time and check out my impeccable record with Afrihost in terms of paying my bills despite your service levels costing me hours and hours of my consulting time @ R500 per hour to make your horror turn to the promised joy. Well, it has cost me boxes of tissues from all the tears and downtime.
If I don’t hear from you by close of business tomorrow, I will move all my business to another SP who seem to have human employees, not robots. Don’t be sad to see me go, be sad about the reason why my little corporate account is going. Afrihost have failed!
Letter 2 to CEO in response to him putting TEAM VIP into action on the problem.
Sadly, your VIP robots have not activated although the debit on my credit card did pay you for October.
FYI
I took your sim out on 25 September after taking the Cell C horse to the water but it would not drink ! I don’t think your VIP team are too perturbed nor can they fix what simply does not work.
Had I know that you are dumping me into this misery I would have NEVER cancelled my ADSL line - you did mail to say you are sad to see me go. I let you know that I am switching to your LTE solution because the map showed FULL coverage at my new address.
Third mail to CEO
Dear Gian
This is now my third email. I would like to start off by saying that it so sad for me to see Afrihost move from such a dynamic organisation when I met you around 2010 to where it is as an organisation today. I really care and it is truly very sad.
I have still not heard a word from you other than a junior support person (responding to new ticket requests) and your active Facebook team who promised a week ago to hand this over to a new team called the CRITICAL CARE TEAM. The VIP Team did nothing. You did nothing. The Critical Care Team did nothing. The silence is now defining!
Attached is an instruction that I issued to my bank to cancel the debit on my account for the LTE nightmare which is sitting in a box to return to you once you give me my other money back. To protect my finances I asked that banks to cancel the debit that runs for the LTE. You see, this problem started in September and yet with no resolution on hand you proceed to debit my account for something I could not use. I am doing the honourable thing by letting you know that I have issued instruction to my bank .
For the last time, I ask you to do the HOURABLE thing which is not that common on our African soil and give me every cent back that I spent on the drama. It has cost me 3x the amount anyway but I will write that off to expensive school fees.
I look forward to a call from you. You can call anytime night or day.