Unacceptable Delays and Poor Customer Service Experience

I am compelled to share my recent experience with Afrihost, which has been nothing short of a nightmare.

On January 3rd, 2024, I submitted a seemingly straightforward request to upgrade my fibre line from 20 Mbps to 200 Mbps. Little did I know that this simple task would spiral into a series of inefficiencies, false promises, and ultimately, an unresolved issue.

Despite my persistent daily follow-ups since the 3rd of January, I was consistently fed the excuse that the delay was on Vodacom's side. To my disbelief, I discovered on the 8th of January that the request had only been submitted to Vodacom on that very day. Today is the 10th of January, and my line remains unchanged, far from the upgraded state I urgently require for work purposes.

This delay is not just inconvenient; it is utterly unacceptable. The gravity of the situation seems lost on Afrihost, given the critical nature of this upgrade for my work. As someone who has been a loyal customer and an advocate for Afrihost's supposedly excellent customer service, this incident has shattered my faith in the reliability of their services.

The fact that a straightforward upgrade request took almost a week to reach Vodacom is beyond comprehension. This delay contradicts the high standards of service that customers like me have come to expect from Afrihost.

It's also disheartening to note that even after expressing the urgency of the matter, I emailed the manager warren.l about my situation, who still hasn't bothered to reply, and yesterday, another manager Kgabo, didn't bother to call me back. This lack of accountability only adds insult to injury.

Regrettably, I have no choice but to express my grievances on public platforms like Hello Peter, as it seems my concerns have fallen on deaf ears within their organisation.

This experience has left me questioning whether the reputation Afrihost once held for exceptional service is fading into the shadows of unmet expectations.

Disappointed and frustrated, Lee