Great work ethic and excellent customer service from Webafrica

This review follows my earlier positive review of Webafrica’s sales team, where I praised them for being quick to respond and assist. Unfortunately, what followed after the sale has been completely different and extremely disappointing.

I made payment on 2 September and waited for the fibre installation. Netstream eventually came out, completed the installation, configured everything and left the service technically ready. I was then informed by Webafrica that I still needed to wait another 48 hours just for the service to be activated.

For something that is essentially an activation on their system, I find this completely unacceptable. What frustrates me even more is that none of these turnaround times were properly communicated by the sales team before I signed up. The sales team was extremely quick to get the application processed and make sure payment was made, but once the sale was completed, the level of support was a completely different story.

I also asked what happens if a customer misses a payment or changes banking details and the debit order does not go through. I was informed that even after payment is made, reconnection can take between 3 and 5 days. That is honestly shocking for a service that people depend on every day for work, business and communication.

I have only just joined Webafrica and this has been one of the worst welcomes I could have received. I feel disappointed, frustrated and completely let down. If these are the normal turnaround times, they should be clearly explained to customers before they sign up so that people can make an informed decision. Webafrica seems to put a lot of effort into getting the customer to sign up and pay, but based on my experience so far, the after-sales support is extremely poor. A very disappointing start to what I expected to be an upgrade in service.

To add even more to the frustration, I spent three hours on WhatsApp with Webafrica, from 9:00am until 12:00pm, simply trying to resolve a billing issue that was not even caused by me.

Three hours of my time wasted trying to fix something that should have been handled quickly and efficiently by their support team.

This just adds to the disappointment. The sales process was quick and efficient when it came to signing me up and taking payment, but the moment you need actual support, the experience is completely different.

For a company providing an essential internet service, this level of support is simply unacceptable.