1 reviews | Active since Jul 2022
The **** of Service Provision
<div>Good morning Complaint: Host Africa After spending 90 minutes on the phone trying to resolve an issue I unfortunately have no alternative way of contacting the company My issue • My Service provider was hacked • We were temporarily transferred to Host Africa - I appreciated the open and honest communication • I obtained a quote on Ticket 765090 • We agreed to move based on this quote • Subsequently we have had upselling to quadruple the initial quote
Charl you were also the person that refused our business due to an outstanding account before we became clients - The mail addressed to a different client was just forwarded to us without attention to detail and sharing their information Your call centre - I have been in the waiting system now for nearly 90 minutes - Reaching spot number one and then automatically the call is rejected and I am again number 3 in line In addition to that I understand working from home is an advantage but when the home environment is not conducive to your business it should be noticed by your CEO- Screaming kids TV so loud you can barely hear Charl We resolved the issue with accounts this morning. Just to receive an email stating we have 14 days to change service providers. Trying to reason – The same lame email is sent again So yes - I will not be bul**** by any Support technician irrespective how many calls are ignored and how many times he posts the same lame excuse There are numerous tickets on the system -All I am asking is honour the quote provided And with 39 emails explaining the same request staff are bound to get irritated and frustrated – and then we are called abusive. My message to the rest of the Customers – Host Africa has 1 contact number and the support email address – Trying to talk to anyone is just not possible – Emails and phone calls goes through 1 reference point – Block access and the client are effectively *****ed And as it seems I am going to leave this toxic environment – Accounts – We became customers on the 22nd of July and receiving an account for the whole month of July Last but not least – When requesting to speak to the CEO about the service – client gets terminated and have 2 weeks to find alternative service provider Kind regards Amanda
Good day Unfortunately, I tried assisting Linet via a phone call to try and find out with whom the original arrangement was made so I can follow up on what the arrangement was. Unfortunately, she requested to speak to the CEO, I took the matter up with Redcactus who advised they had no arrangements made, and neither had management on our side. Unfortunately due to this and the way that our support staff has been treated over the phone we are not able to assist with services any further and request that services be moved to a different service provider.
We have hereby given 2 weeks' notice, for you to obtain a new service provider and move your services to them.
We do our very best to accomdate clients, however, we are not able to assist clients that are not wanting to take our services on offer and treat our staff in an abusive manner.
Please let me know if you require any form of assistance, I will do my best to accommodate accordingly
Kind Regards, Charl K. Hosting Support Technician</div>
It sounds like you've had a rough week. Trying to run a business is hard enough, then to have your hosting provider hacked and getting uprooted to a different one that charges different prices for your same services is the definition of a bad week. Understanding that, we tried to accommodate you and give you a discounted quote on our services. We quoted you for ONE single web hosting starter package. Since you require FOUR cPanel accounts, the total price is one web hosting starter times four. I think you misunderstood this as us trying to upsell you when you forget to take into account that you require quadruple the services, hence the end quote is quadruple. It is not possible to host 4 cPanel accounts under one addon domain, so you need 4 separate accounts. Furthermore, the bill our accounts department sent you was only for 2 of your 4 services and was dated 25/07/2022 - 31/08/2022, so you were billed for only half of your services and only from the date you were migrated to us up until the end of next month, not unreasonably for the whole month of July before you were a client as you have stated above.
As for getting hold of us, your response to our generosity for accommodating clients from your hosting provider at short notice, and for a discounted price has been to scream abuse at not only several of our support staff members but also our COO, who put all his business-critical duties on hold to take the time out of his busy day to listen to you. Since we will not force our employees who are also humans with their own jobs, lives, and problems to endure verbal abuse from clients, your calls are being dismissed and you've run out of people to talk to by your own design. Subsequently, you have made it impossible for us to help you despite our best efforts to try to accommodate you. For the preservation of our business and staff, we have had no choice but to ask you to find another provider who can provide you with four services for the price of one.
We wish you all the best.
It sounds like you've had a rough week. Trying to run a business is hard enough, then to have your hosting provider hacked and getting uprooted to a different one that charges different prices for your same services is the definition of a bad week. Understanding that, we tried to accommodate you and give you a discounted quote on our services. We quoted you for ONE single web hosting starter package. Since you require FOUR cPanel accounts, the total price is one web hosting starter times four. I think you misunderstood this as us trying to upsell you when you forget to take into account that you require quadruple the services, hence the end quote is quadruple. It is not possible to host 4 cPanel accounts under one addon domain, so you need 4 separate accounts. Furthermore, the bill our accounts department sent you was only for 2 of your 4 services and was dated 25/07/2022 - 31/08/2022, so you were billed for only half of your services and only from the date you were migrated to us up until the end of next month, not unreasonably for the whole month of July before you were a client as you have stated above.
As for getting hold of us, your response to our generosity for accommodating clients from your hosting provider at short notice, and for a discounted price has been to scream abuse at not only several of our support staff members but also our COO, who put all his business-critical duties on hold to take the time out of his busy day to listen to you. Since we will not force our employees who are also humans with their own jobs, lives, and problems to endure verbal abuse from clients, your calls are being dismissed and you've run out of people to talk to by your own design. Subsequently, you have made it impossible for us to help you despite our best efforts to try to accommodate you. For the preservation of our business and staff, we have had no choice but to ask you to find another provider who can provide you with four services for the price of one.
We wish you all the best.
We did receive 2 phone calls from Ethan - offering to host us for a month until we find a new service provider - We accept and are in the process of arranging that
Reflecting on the two conversations which was essentially 1 as it was a repeat conversation :
1. Never once did Ethan deny the companies bully tactics - blocking us from resolving the issue or having access to the CEO
2. As stated the issue was resolved until Charl decided to have everything undone . And may I add that his quote of the 25 July is similar to the quote we received before migration took place
Good dayI see 2 of your domains have website content - which is
solutionterrafirma.com and https://ukuqalaokusha.com/The other 2 are just emailsCurrently, you are on 4 packages, at R59 per package,To create a saving, we can offer you 1 package at R115 per month, that is the starter package you can view here : https://www.hostafrica.co.za/web-hosting/I Can then move all the content from the separate accounts into this 1 account for you,Alternatively you can keep it as isKind Regards,
Charl K.
Hosting Support TechnicianHOSTAFRICA
Your Partner in Hosting 3. When looking at my mailbox I realized that Host Africa is consuming 15% of the data available for their use - The 10Gig mailbox now only have 85% available for emails . I wondered why my mailbox size increased from 2.5 Gig to 5.2 Gig upon transfer
3. The reason Host Africa insists on selling us 4 packages versus the one we requested was listed as C panel limitations . Not being a technical expert Google quickly enlightened me that servicing multiple websites from the same C panel is possible - but then Host Africa is denied the income. My previous service provider did it so I was confused when Host Africa claimed it was not possible
4. Our contact was with Charl and Candice until Ethan phoned. We got off on the wrong foot with Charl when he claimed our account was outstanding before we had one . Add the insistence on upselling it is quite obvious that conversations would only go South from there on - Charl is a Support Technician who blocked us from resolving the matter with company management - Which for me is a huge red flag when considering doing business with a company. - Charl 's signature block above
5. When no contact was possible and tickets were not addressed I reverted to twitter to ask why complaining clients are blocked. Only to receive the sad story about abuse of both the support staff and the COO - We never had contact with the COO. - Twitter post this morning
6. If it is abuse when a client does not agree to an account 400% higher than what was agreed on per quote, Client complaints , or a comment that your back ground noise is of an unacceptable level then I suppose it is abuse.
As a summary my experience with Host Africa was terribly disappointing . I will definitely take these lessons along when moving to my new service provider .....sharing the experience multiple emails etc would be my first priority to avoid starting with the wrong impression like we did. As a company I do not trust their level of honesty ,tactics and method of operation.
This is my last response as I do think they have wasted enough time already
May your experience be better
Kind regards
Amanda
We did receive 2 phone calls from Ethan - offering to host us for a month until we find a new service provider - We accept and are in the process of arranging that
Reflecting on the two conversations which was essentially 1 as it was a repeat conversation :
1. Never once did Ethan deny the companies bully tactics - blocking us from resolving the issue or having access to the CEO
2. As stated the issue was resolved until Charl decided to have everything undone . And may I add that his quote of the 25 July is similar to the quote we received before migration took place
Good dayI see 2 of your domains have website content - which is
solutionterrafirma.com and https://ukuqalaokusha.com/The other 2 are just emailsCurrently, you are on 4 packages, at R59 per package,To create a saving, we can offer you 1 package at R115 per month, that is the starter package you can view here : https://www.hostafrica.co.za/web-hosting/I Can then move all the content from the separate accounts into this 1 account for you,Alternatively you can keep it as isKind Regards,
Charl K.
Hosting Support TechnicianHOSTAFRICA
Your Partner in Hosting 3. When looking at my mailbox I realized that Host Africa is consuming 15% of the data available for their use - The 10Gig mailbox now only have 85% available for emails . I wondered why my mailbox size increased from 2.5 Gig to 5.2 Gig upon transfer
3. The reason Host Africa insists on selling us 4 packages versus the one we requested was listed as C panel limitations . Not being a technical expert Google quickly enlightened me that servicing multiple websites from the same C panel is possible - but then Host Africa is denied the income. My previous service provider did it so I was confused when Host Africa claimed it was not possible
4. Our contact was with Charl and Candice until Ethan phoned. We got off on the wrong foot with Charl when he claimed our account was outstanding before we had one . Add the insistence on upselling it is quite obvious that conversations would only go South from there on - Charl is a Support Technician who blocked us from resolving the matter with company management - Which for me is a huge red flag when considering doing business with a company. - Charl 's signature block above
5. When no contact was possible and tickets were not addressed I reverted to twitter to ask why complaining clients are blocked. Only to receive the sad story about abuse of both the support staff and the COO - We never had contact with the COO. - Twitter post this morning
6. If it is abuse when a client does not agree to an account 400% higher than what was agreed on per quote, Client complaints , or a comment that your back ground noise is of an unacceptable level then I suppose it is abuse.
As a summary my experience with Host Africa was terribly disappointing . I will definitely take these lessons along when moving to my new service provider .....sharing the experience multiple emails etc would be my first priority to avoid starting with the wrong impression like we did. As a company I do not trust their level of honesty ,tactics and method of operation.
This is my last response as I do think they have wasted enough time already
May your experience be better
Kind regards
Amanda