Support staff can learn a thing or 2 from Lorianne!!!

This review is not for Webafrica. It is specifically for one person that works at the company. We upgraded our line on 12/12 to a much faster line. We called in and requested the upgrade, we were informed of the pro-rata payment that would be added on to which we agreed.

We then spent the entire day today (13/12) trying to find out the status on something we are being charged with and got the run around multiple times. Put through to this department, then that 1, then told we will get a call back from the manager who wasn't in yet (which happened hours after we were told it would be) This frustration led my father to eventually asking me to resolve it as he was too frustrated at this point after literally trying to get this resolved telephonically after countless hours.

We were even told at one point that it had been upgraded successfully (which it was not)

I then tried to get support via Whatsapp support and after waiting was put in touch with an agent who then referred me to Lorianne.

I myself am in customer support and always try my best to be honest and transparent with customers, i know how mentally challenging it can be dealing with difficult customers that you just want to assist so I kept my frustration to myself and asked for her help.

She was fantastic, she explained to me what had happened and what the problem was. She apologized for it and gave me an ETA on when it would be done (all that we wanted) and told me that she has escalated this problem but that it would only be done on Tuesday next week.

Although, this is obviously not what I wanted to hear, I am happy with the fact that she was transparent and honest, no run around, no promises... Simple apology, what occurred, a resolution and ETA which is all most people want done.

Once again, this review is not for Webafrica even though this isn't their fault as a company, but their staff are directly attached to the way we as a customer view them.

I honestly feel that every support consultant at Webafrica can learn a thing or 2 from Lorianne. Rather tell the customer the harsh truth even if its upsetting because I'd rather be an upset customer with the correct information that a customer that gets a run around and gets more frustrated wasting more time and money.

For this Lorianne, Thank you very very much.