Terrible service

On Saturday 20th February I experienced technical issues which your agent really tried assisting me with but couldn't give the problem... She offered to log an exchange for me and confirmed the whole process would take 3 to 5 working days... I have confirmation of this.

Today at about 3 30 the courier company came to collect my router and when I asked him for the new 1 he told me they don't know anything about it but rather their job is only to collect it.

I then used your WhatsApp helpline and chatted to Owen to confirm what is happening because the agent I spoke to Saturday (Ntombi) failed to advise me of the true process. Owen confirmed that there was a return logged and that once you receive the old router and do some exchange only then they will log an exchange for me.. This is new information because this was never communicated to me. Ntombi failed to explain the full process and Owen has apparently no recollection of anything cause he apparently couldn't pick up any exchange for me so he just made up any process to get rid of me quickly.

I requested a call from a manager and spoke to Chloe who gave me completely conflicting information and kept giving me different answers. 1st she told me there is an exchange logged and that she doesn't know where the 1st agent got their info from. Then she read some long email from the courier company... When I expressed my dissatisfaction at all of this she said oh I see that they will deliver it on the 25th of Feb which is tomorrow.... I then lost all faith in this woman because she told me she rwsd the email incorrectly and it only applies to 1st Time orders and not exchanges.... I explained that I work from home and that in no way can I wait for a router but if she can confirm it indeed will be delivered on the 25th I will be happy to wait..... Only after that confirmation she gave she decided to call the courier company who then told her that they can only delived on the 1st of March..... I asked her why she is giving me different stories all the time and I told her that I don't believe her cause she is giving me the wrong info....

I work from home and if your agent Ntombi confirmed the whole process I would've told her to wait cause the cable in the router still worked and I was able to atleast plug my pc in and work... Now I'm left with nothing... No way of working which I couldn't plan with my boss beforehand and also no actual faith in afrihost any longer.... You always increasing your prices and delivering terrible and *********** service yet you expect us to be loyal....i have no confirmation or no actual commitment from you people so I am stuck without being able to work this is unacceptable I need this router asap and I cannot wait until Monday the 1st cause I am supposed to be working as we speak...

Please treat this as an urgent matter. Still waiting on the manager Thamsanqa to contact me as well. ....... I got a very automated response from the "CEO" clearly just copying and pasting the entire email with no assistance.... I now see that the problem starts at the top with leadership and that's why the staff follow in the same direction.