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Theo S

1 reviews | Active since Mar 2019

07 Mar 2019, 14:57

Non performance - can't call it service as there is NONE!!!

I don't know where to start, I can say service for that does not exist, they don't know the meaning of the word CUSTOMER SERVICE. After 3 horrible months, 490 min on the phone, support managers putting the phone down in your ear, reporting that to the HR manager Stacey Agiakatsi, which promised me it will be dealt with and feedback is given, nothing happened.

Today I was told my fiber infrastructure that they have supp**** and installed does not support 200mb line speed. The last 3 months I have paid for 200 MB line, and they can't provide me a credit until the problems have been resolved.

Openserve was here to test the lines and found nothing wrong with the line or line speed. It was determined that the router is the problem. On Monday I was informed that a new router will be dispatched and they will follow it up to make sure all problems were sorted.

When the new router did not arrive, I contacted them, first to be told that the router was sent, when I demanded that they provide me with a tracking number, I was then told they have canceled the shipment due to the fact that they have not done all their tests.

I have informed them that I will stop my payment until such a time that the problem is fixed. I can not continue to pay for a service I do not have. According to Ricardo and Galid, I need to DOWNGRADE to 100mb line and that will sort out the problem. Then they suspended my service and demand I pay another R2900 odd if I want to cancel.

I informed them that they are in breach of the contract and that we will institute legal action to take this matter further. I demanded to speak to the Directors / CEO and was told they are not customer facing. I have tried to reach out to on LinkedIn to various Directors, but NO response.

0
Replies (3)
Webafrica
Webafrica's reply07 Mar 2019, 15:21
Official
  Hello    Theo ,

Please be aware that we no longer respond to queries via Hello Peter, but we would still like to fix your issue and improve your Webafrica experience. Please contact us via our official channels below so that we can assist you.

HOW TO GET HOLD OF US:
EMAIL US: ***

• If you have an existing ticket reference number please use this the subject line of your email.
• Remember to supply us with your Customer Code / Order Number
• Give us a detailed description of the issue you are experiencing so that we can jump on it right away and our support team can get you all sorted out
• If you have run a speed test please include screenshots in your email

CALL US: *** 

• Our call center agents are available from 8:00 am to 20:00 pm, Mon-Sat, and 10:00 am to 20:00 pm on Sundays.
 
 
Kind regards, 

Webafrica 



 
TS
Theo S's update07 Mar 2019, 16:15
Reviewer Update
What a joke...your support managers are not interested to help, rather try to get you off the line. They will rather put the phone down in my ear or not answering my calls. Janine is pathetic and I have reported her conduct to your HR department and nothing come from it. I have spent more time on the phone will your support team for the last 3 months than any other client. You are not interested in solving the problems, I have Openserve here and even their personnel was disgusted with your level of service and incompetence. Now you have suspended my internet access, told me I need to downgrade, to 100 mbps, as the infrastructure does not support 200 mbps speed. I am looking after 21 countries in Africa and speed is VERY important for me. We are in the IoT market and cannot afford to be down. That's why I tried to sort it out with your "support team" and had no luck, all they are interested was to get me off the line. You are currently in breach of contract as you cannot provide me the service I paid up to now. Now you demand an additional R2900 cancellation fee for the installation. I don't accept it!!!
TS
Theo S's update07 Mar 2019, 16:17
Reviewer Update
Official business reply Hello Theo , Please be aware that we no longer respond to queries via Hello Peter, but we would still like to fix your issue and improve your Webafrica experience. Please contact us via our official channels below so that we can assist you. HOW TO GET HOLD OF US: EMAIL US: ********** • If you have an existing ticket reference number please use this the subject line of your email. • Remember to supply us with your Customer Code / Order Number • Give us a detailed description of the issue you are experiencing so that we can jump on it right away and our support team can get you all sorted out • If you have run a speed test please include screenshots in your email CALL US: ********** • Our call center agents are available from 8:00 am to 20:00 pm, Mon-Sat, and 10:00 am to 20:00 pm on Sundays. Kind regards, Webafrica THIS IS THE OFFICIAL BUSINESS REPLY FROM WEBAFRICA ON MY COMPLAINT