Support Merry-Go-Round Disappointing

Item: Webafrica
Rating: 2

I became a Webafrica client when they advised that they had taken control of Serve-Hosting. World-Class service was promised, from their state of the art facility in Cape Town. Progress and improvement was stated and imp****. I interacted with Webafrica on a few occasions and found them to be professional. However, as most corporate companies do nowadays, they provide for "ticket support" or "live chat", and if you really must (or would like to cancel a service) - you may actually speak to someone on the phone. This is not encouraged, from the design of the customer platform, but can be done if you persist. I opened a ticket after I caused an error on my control panel to a specific domain. I requested that the account be reset, or the control panel reloaded. If I lost the date there, that was my own fault and I was prepared to deal with that. I sent of the first ticket. The next morning I received a reply, asking exactly what I wanted to do and what the consequences would be. I rep****, confirming that I wanted the account removed and reloaded. Up to this point, I was speaking to Human # 1: First reply: automated system acknowledgement of receipt of ticket Second reply: K Akshay from support I believed that K Akshay would receive my reply and proceed. NOT SO. Third reply: Sanket More. From the content, this person did not read the ticket thread, or took it to be too much of an effort and advised me to use a restore function that I had already indicated does not work and returns with error messages. I rep****, rather upset, stating that the level of support is not acceptable and that I had indicated the restore function does not work and that I had indicated upon receiving the caution about the consequences of removing the account and reloading it that I wanted exactly that to be done. I assumed responsiblity for the loss of data associated. My reply was read early today, the ticket updated to "in progress" and nothing further happened. Now, after several hours, I connnected with somebody via Live Chat, and was advised that a senior person have been requested to attend to my ticket - now that I have reached the point where I am questioning the poor level of support. It makes no sense to have different assistants attend to tickets, when it obviously results in incoherent responses and no clear flow of action, and to then be palmed of to a senior assistant ONLY when I complain about the level of service leaves me questioning whether Telkom will be taking ownership of WebAfrica soon, as this new level of service is very reminiscent of the substandard service routinely received from other service providers. Serve-Hosting, my initial service provider, in the entire time that I was a client of theirs, never dropped service standards to this level and this is disappointing and frustrating. As there would not appear to be a complaint handling system on their website, I am posting my experience here as maybe someone with some control over service standards may get to see it here before it goes "missing" in the broken link system at the state of the art facility in Cape Town. I realise I am sarcastic, but professional service is not supposed to be negotiable when you insist on marketing yourself as a leader in your field. Any breakdown in the system is a reflection of someone, somewhere not being proactive about ensuring satisfactory consumer experiences.

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