TERRIBLE TECH SUPPORT VIA ALL CHANNELS
The below will read like a story.
I have been a client of WebAfrica for several years now and I have always had praise for the service I receive at WebAfrica, but the events of the past 3 weeks have been extremely unpleasant culminating to a point where I am reconsidering my loyalty.
I ordered a “home move” on 5 March 2020 to be executed at 01 May 2020.
At that date we did not know about the lockdown yet so when the lockdown was announced, I phoned WebAfrica again late in March 2020 to cancel the home move. Due to the fact that I was unable to predict when the lockdown would end I specifically instructed the agent that I would contact them to reschedule the home move.
During the week preceding 30 April 2020 I was phoned by 4 separate agents from WebAfrica to speak about the home move which was schedule for 1 May (the appointment which I cancelled) and to each person I had to explain the situation about the lockdown, me being unable to move and that I do not wish to do the home move as scheduled – it was as though no notes were made on my profile and no one at WebAfrica spoke to each other.
On 1 May 2020 I received an email from WebAfrica “reminding” me that my service would be cancelled on 1 May 2020. I could not believe it. Since 1 May was a public holiday, I was unable to phone anyone at the call centre, so I had to rely on the email ticketing system, where I specifically stated that I have no intension to cancel my service and that the agent should make sure that my service remains uninterrupted. On the same ticket I made mention of the fact that something is wrong on my online WebAfrica portal as I cannot do anything relating to home move. The agent, Rory Santamaria which responded to my ticket only asked me to send him an error message, he did not mention anything about my account staying active.
All of the above culminated on 9 May 2020 when, at 0:00 in the morning, all of a sudden I had no internet access. Once again, it was a Saturday so there was no one available to physically speak to. I opened a ticket on the portal and Amanda James responded within minutes. I explained the fact that my internet is down and she stated that she saw that I requested a home move – I responded by explaining AGAIN that I cancelled the home move, but I never heard from her again via email. I then tried the Whatsapp communication option and literally waited forever, I had to explain myself over and over again – each person just said that I requested a home move and then asked if I am still at the current address. Every time that I respond, the person would become unresponsive. Eventually after 2.5 hours Masindi Tshikota was able to reconnect my internet after I explained the situation to her for the millionth time and told her that I do not wish to cancel my service. Throughout the who day I tried to ask agents what I can do to prevent this from happening again, but no one ever responded to this question.
And then tonight I receive an email from WebAfrica AGAIN stating that, because I cancelled my service, I should remember to return my router otherwise I will be billed – during lockdown I should however hang on to it until further notice.
I think the above is absolutely horrific service and really makes me doubt if I want to continue with WebAfrica If they cannot you something as simple as this right. I have always been very positive about WebAfrica, but this has really made me doubt my loyalty. I need to move home in the near future but I dread having to go through this ordeal again. How can I be sure that my needs will be met – my job requires that I have uninterrupted internet access and how can I be sure that this will be the case.
This is the worst customer care I have experienced in a long time. The Hello Peter website is littered with unhappy customers complaining with poor service from WebAfrica and yet, WebAfrica does not respond.
I would appreciate it if someone in a position of authority from WebAfrica can phone me about this as soon as possible.