TK
Tertius K
1 reviews | Active since Jun 2014
24 Aug 2018, 09:06
1-Grid - Poor Customer Relations
Good Day,
I have never had issues with Web Africa until they split services to 1-grid, I have logged multiple tickets, phoned in myself more than once. The service is absolutely sluggish, I logged a call last week, 5 days later they tell me they cannot assist me.
I have multiple domains with them, each domain in its OWN hosting environment. (7 domains) All I need from them is to split each separate domain on its own separate invoice. I have asked them to please assist, they simply reply and say that it is impossible since the 3 domains due is due on the same date. This is unacceptable, I have been a client for more than 5 years and this was never an issue. I will now have to move all 7 domains to another ISP and working as a software developer & IT manager in a law firm, I will not recommend the services of 1-grid to anyone. They do not care for their clients or their clients needs with response times of a week +. If this is not resolved, I am moving all 7 domains and our business reseller with another 6 domains to someone who actually makes an effort to keep their clients happy.
CUSTOMERID: 81086 (Personal Domains.) CUSTOMERID: 30182 (Business Services & Reseller)
I hope to receive accurate attention to my requests. If not assisted, I will move the domains and reply here.
Regards.
Helpful (0)
Replies (7)0
Replies (7)
Gridhost's replyOfficial
24 Aug 2018, 09:23Good morning SmurofNeves
Sorry to see that you are unhappy towards the service you have received from us. As far as I know, all items that are invoiced on the same day will always be on one invoice. This is how it has always been even with Web Africa because we use the same billing system. I took the liberty of confirming with one of their billing team members as well. With regards to the wait times, I can most certainly understand your frustration when your questions are answered so late. It's not that we do not care. We have had an influx of calls and tickets coming through to us since we are suspending more customers that have not paid their accounts. Unfortunately, this has impacted us negatively but it is something the system does when accounts are overdue and we are busy looking at different processes and changes to alleviate this. I will find out what other options there are regarding your items being displayed on their own invoice and one of our billing team members will be in touch.
Regards
Zaheer
Best regards,
Gridhost's reply24 Aug 2018, 09:23
Official
Good morning SmurofNeves
Sorry to see that you are unhappy towards the service you have received from us. As far as I know, all items that are invoiced on the same day will always be on one invoice. This is how it has always been even with Web Africa because we use the same billing system. I took the liberty of confirming with one of their billing team members as well. With regards to the wait times, I can most certainly understand your frustration when your questions are answered so late. It's not that we do not care. We have had an influx of calls and tickets coming through to us since we are suspending more customers that have not paid their accounts. Unfortunately, this has impacted us negatively but it is something the system does when accounts are overdue and we are busy looking at different processes and changes to alleviate this. I will find out what other options there are regarding your items being displayed on their own invoice and one of our billing team members will be in touch.
Regards
Zaheer
Best regards,
TK
Tertius K's updateReviewer Update
24 Aug 2018, 09:47Good day Zaheer,
The issue is these invoices have to go to different domain owners, I cannot send invoices to my clients to be paid if you are going to combine different hosting spaces on a single invoice, and I have been a client with Web Africa for many many years, I HAVE NEVER HAD THIS ISSUE. I do not care what your billing team says they are wrong, I have had invoices updated on my business accounts with Web Africa multiple times, they are quick to assist with no hassles.
My account with Web Africa: FER70 & FER700. I will await feedback from your team, but I am not waiting another week for your feedback on this.
I will send through the requests for all domains, resellers and private accounts to move to a new ISP if this is not resolved within a maximum of 3 days.
I am a busy guy and do not have time to sit with this every month. Please do not waste my time, if you cannot split the invoices for the separate domains let me know now so I can start processing the transferals.
Other than this, I have had no complications with your services.
I am awaiting your soonest reply.
Kind Regards.
TK
Tertius K's update24 Aug 2018, 09:47
Reviewer Update
Good day Zaheer,
The issue is these invoices have to go to different domain owners, I cannot send invoices to my clients to be paid if you are going to combine different hosting spaces on a single invoice, and I have been a client with Web Africa for many many years, I HAVE NEVER HAD THIS ISSUE. I do not care what your billing team says they are wrong, I have had invoices updated on my business accounts with Web Africa multiple times, they are quick to assist with no hassles.
My account with Web Africa: FER70 & FER700. I will await feedback from your team, but I am not waiting another week for your feedback on this.
I will send through the requests for all domains, resellers and private accounts to move to a new ISP if this is not resolved within a maximum of 3 days.
I am a busy guy and do not have time to sit with this every month. Please do not waste my time, if you cannot split the invoices for the separate domains let me know now so I can start processing the transferals.
Other than this, I have had no complications with your services.
I am awaiting your soonest reply.
Kind Regards.
Gridhost's replyOfficial
24 Aug 2018, 10:14Appreciate the feedback. It definitely won't take that long. Liaising with the billing team leader to find out what the best course of action. Need to find out what our options are to accommodate your request. We will be in touch.
Best regards,
Gridhost's reply24 Aug 2018, 10:14
Official
Appreciate the feedback. It definitely won't take that long. Liaising with the billing team leader to find out what the best course of action. Need to find out what our options are to accommodate your request. We will be in touch.
Best regards,
Gridhost's replyOfficial
24 Aug 2018, 10:42Hi
We tried contacting you on two occasions but sadly we weren't able to connect. Please advise what time would suit you best and on which number so we can make contact.
Regards
Best regards,
Gridhost's reply24 Aug 2018, 10:42
Official
Hi
We tried contacting you on two occasions but sadly we weren't able to connect. Please advise what time would suit you best and on which number so we can make contact.
Regards
Best regards,
TK
Tertius K's updateReviewer Update
24 Aug 2018, 11:00Hi,
Please contact me on our landline @ Gerhard van der Merwe Attorneys: ********** 700 / Alternative Contact: ********** 186
Just ask to speak to the IT MANAGER.
Thank you.
Regards.
TK
Tertius K's update24 Aug 2018, 11:00
Reviewer Update
Hi,
Please contact me on our landline @ Gerhard van der Merwe Attorneys: ********** 700 / Alternative Contact: ********** 186
Just ask to speak to the IT MANAGER.
Thank you.
Regards.
TK
Tertius K's updateReviewer Update
24 Aug 2018, 11:28Please provide an email address where I can send you the contactnr's if you are unable to view them.
TK
Tertius K's update24 Aug 2018, 11:28
Reviewer Update
Please provide an email address where I can send you the contactnr's if you are unable to view them.
TK
Tertius K's updateReviewer Update
24 Aug 2018, 12:44I was contacted and the issue was effortlessly resolved.
Thank you for the assistance herein, you guys have truly made an effort to assist today.
As previously explained, this is the only issue I have had with 1-grid, all other aspects of this ISP is above great.
Thank you again.
Kind Regards.
TK
Tertius K's update24 Aug 2018, 12:44
Reviewer Update
I was contacted and the issue was effortlessly resolved.
Thank you for the assistance herein, you guys have truly made an effort to assist today.
As previously explained, this is the only issue I have had with 1-grid, all other aspects of this ISP is above great.
Thank you again.
Kind Regards.