Service Excellence = #NOT
What a bad experience this is.
I requested Afrihost to integrate and assist in incorporating E-commerce (PayGate) into my existing site which become such an intricate and emotional thing via email which leaves me wondering how they manage to survive for so long.
I called Similo on Tuesday the 25th of June 2019 and explained what I required from a site after I purchased a domain from them. I also informed him that I am not certain if I should opt for the hosting of this site as this is not my level of expertise. He then advised and confirmed telephonically that it is NOT necessary for me to do so and that the package I chose (pointing) is adequate.
This is after I informed him that I will be adding E-commerce to the site. He also suggested that if I require assistance they would be able to assist me in setting this up for me.
What I don't understand nor comprehend is that after an email was sent to them purely requesting that they assist in setting up the E-commerce section at the backdrop if my site, they could not do this nor did they even remotely understand what on earth I was talking about. Almost as if this was never ever done before in this country or in practice.
What really grinds my gears is the fact that NO ONE from their offices can pick up a god forsaken phone and call you to explain and guide you through the process.... Nope we send arrogant and ****y emails insisting that I upgrade to a hosting package (Ashna V Nazar)....
I am told to call them and then address the issue with them. This is not what one would refer to as "customer service" at all.
We are NOT experts in this field hence the reason why we have Afrihost onboard to ASSIST us with technical issues such as these.
If you cannot deal with issues like this nor have competent staff to explain this like civilized human beings telephonically or via email then why the hell do you have them in place?
It boggles the mind that a simple instruction or requests rather can turn into such an enormous task.
Please advise if you can do this or not, and if not then please confirm this in writing so that we can seek a more qualified and experienced firm to assist in this regard, as you create a mountain out of a mole hill.
I await further instructions in this regard from someone other than Ashna as I WILL not be spoken to in the manner nor form. This person is clearly NOT s****ed to deal with clients or technical issues on Afrihosts behalf.
When this individual addresses you, it appears as if I am one of its friends or co-workers which I am certainly not. #Respect, #CustomerService, #Communicationorlackthereof.
Regards, Mr. Heunis