SHOCKED BY THE POOR LEVEL OF CUSTOMER SUPPORT AND ISSUE RESOLUTION

I registered with Afrihost on 26MAR2023 for one of their Fibre deals. I ordered and paid for a router.

Telkom came to make the necessary fibre extensions on 29MAR2023.

By 27APR2023, I have still not received a router.

Rather, I was informed that the courier service, DPD Laser, indicated they delivered the router to my address on 28MAR2023 and it was signed for by a random “LELANIE”.

Furthermore, Afrihost informs me they cannot ship a new router until they allocated the missing router. It has been escalated to their warehouse four times and for a week now they are still waiting on “feedback from the courier before they can send a new router”.

Why on earth is a courier allowed to let anyone random sign for a package without consent of the person who placed the order? Why are no ID documents checked?

Why does it take the courier a week to provide the signed delivery note so that Afrihost can inspect the signature and compare it with mine?

I have camera surveillance of my house 24/7. No one from DPD Laser came close to my front door on 28,29 or 30 March 2023.

My home security system is connected to my WiFi and I perform remote work. Without an internet service both my family’s safety as well as my work are compromised.

This is SHOCKING service.

The worst part is they have collected their second debit order from me and I have not been able to use their service for one single day.

You cannot reach management. You are stuck with logging tickets for call-backs or WA support who can only tell you the ticket is still open/escalated again.