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Rodger S

1 reviews | Active since Mar 2016

24 Feb 2018, 12:20

First World technology practices in the Third World

THIS RATING DOESN'T DESRVE A STAR!

I have been using Webafrica as my service provider for about 8 years - all goo(90%) - until September last year ... This is a brief summary of my situation: ********** Since September last year i’ve been having various problems with webafrica. The don’t answers phones - even though they value my call but are very busy. when you DO get through they promise to investigate but never call back - or resolve the problem. When i send an email, i get an automated response telling me that a ‘ticket’ has been opened (it may as well be a bus ticket) ... two days later i receive an email saying that as they haven’t heard back from me, the have closed the ticket (without contacting me to see what the problem is). Its as if they open a door, get all the staff packed into a room, all concentrate enough for the lights to go on for a second and then go and sit at their desks.

I've been told the problem will be escalated - that's where it ends!

Eventually, two months ago, I sent them an invoice for writing/sending 116 emails and holding on the phone listening to a poor selection of lift music for an estimated 7 hours. Obviously they ignored my bill so I didn’t pay them for the month. Immediately I received a promise to disconnect me. I was promised 5 call-backs which didn’t happen! Now I’ve installed fibre and i’m looking for an sp - unless Webafrica manage to get off their collective butts, offer some time and frustration compensation - or maybe the moon will turn to cheese?

0
Replies (3)
Webafrica
Webafrica's reply26 Feb 2018, 15:34
Official

Hello ,


Sorry to hear you’ve had a bad experience. We will do our best to sort it out.


So that we can contact you, please email *** or *** with your Customer Code/Order Number and we will jump onto it.


Once you have sent the email you will receive a 'ticket number’. Please hold onto that ticket number as a reference to your enquiry.


Kind regards,


Rafeeqah

RS
Rodger S's update26 Feb 2018, 16:38
Reviewer Update
Rafeeqah, you are probably one of the many people that I've tried to get to help me since September last year. We chat and I'm promised immediate results. Nothing happens, no call-backs. I send and email, all you do is send an automated response that you've opened a ticket and the number is ******X for future reference. Two or three days later, I get an email saying that you haven't heard any further so you've closed the ticket! Without doing anything!! Six months ago I cancelled a capped package that you suggested I upgrade to as it would give better connectivity then the present uncapped one I decided after two months that there was no improvement so I emailed and instructed you to cancel the upgrade which was a promised option. The difference in cost is still being added to my account every month. In December, I'd had enough aggravation so I sent you an invoice to cover my time in writing emails (116 of them) and listening to your telephone music for 7 hours while holding on or being transferred to another busy extension. I've had no response to the invoice which is now well overdue for payment, even though you have had three reminders. I bill my time on an hourly basis and need to now be compensated for your inefficiency. I paid you this morning (I had been holding back as I thought, being a good customer for so long and never paying late, you may query it)! On Friday, in response to an email and a phonemail, I received a response from one of your ladies who was going to sort everything out once and for all (again) - she must have gotten lost on her way home after work ... I've had fibre installed but not yet connected, and you are on the list of suggested service providers (certainly not the most economical) but tell honestly Rafeeqah, if it was you, would you use Webafrica? Honestly? I would like to hear what the future offers and what compensation I'm going to receive for 6 months of absolute incompetence and aggravation verging on heart attack stuff. It may surprise you to learn that my business is pretty-much run on the internet.
RS
Rodger S's update01 Mar 2018, 13:20
Reviewer Update
I March to day, no response since 26 February. It's a typical interaction with Webafrica - can't give an answer so simply don't respond. Sometimes pass the buck but in reality, the client gets nowhere. My interaction with this company has cost me a lot in time (I bill out my time). Intense aggravation and management either don't know whats happening or simply don't give a damn.