1 reviews | Active since Jun 2013
Fault Logging and Service Quality
Webafrica has closed two of my fault tickets without investigating the issue. We are dealing with an intermittent fibre connection problem caused by poor installation – the fibre cable and pipe have been damaged by sun exposure. This is unacceptable and shows a lack of quality control.
The only way to log a fault is via WhatsApp, which is completely impractical. Customers are forced to wait for an agent, constantly monitor the chat, and restart the process if the session closes. This wastes time and makes proper support nearly impossible.
Webafrica’s “solution”, for our problem, was to check if there is a connection at that moment, ignoring the fact that the fault is intermittent. I have also tried reporting via email, but received little, and no response towards a solution. I even shared pictures, showing the bad installation - to no avail!
This support system is broken, and Webafrica clearly knows it but has not fixed it. Closing tickets without resolution is unacceptable. Customers deserve: - Proper investigation into installation faults. - A reliable support channel beyond WhatsApp. - Assurance that tickets will not be closed until the issue is satisfactorily resolved.
Webafrica’s current approach shows disregard for customers and needs urgent improvement.
We’ve reached out to our Faults Team, who have carefully reviewed your profile and the history of previous faults. A new fault has now been logged for thee account, and the account holder will receive direct updates regarding this issue. The fault reference is WA***.
We recognise that intermittent issues are challenging, and that our current support channels have added extra effort on your side. While WhatsApp remains our primary logging tool for real-time tracking, we truly hear your feedback about the need for more flexible and reliable support options.
Your concern about the installation quality and exposure-related damage is being escalated internally to ensure it receives proper attention. We’re committed to working with you until your connection is stable and reliable again.
Thank you again for your patience and for bringing this to our attention. You are a valued Webafrica customer, and we’re here to support you every step of the way. T^
We’ve reached out to our Faults Team, who have carefully reviewed your profile and the history of previous faults. A new fault has now been logged for thee account, and the account holder will receive direct updates regarding this issue. The fault reference is WA***.
We recognise that intermittent issues are challenging, and that our current support channels have added extra effort on your side. While WhatsApp remains our primary logging tool for real-time tracking, we truly hear your feedback about the need for more flexible and reliable support options.
Your concern about the installation quality and exposure-related damage is being escalated internally to ensure it receives proper attention. We’re committed to working with you until your connection is stable and reliable again.
Thank you again for your patience and for bringing this to our attention. You are a valued Webafrica customer, and we’re here to support you every step of the way. T^