Unable to get support from WebAfrica

Hi @Webafrica

I'm sorry to be contacting you here but there is NO other way I can find to do it. I have been a long time customer of WebAfrica and have been extremely happy however your new whatsapp bot makes support extremely difficult.

I understand with COVID things had to change and you can't man service desks etc. but as far as I can see, there is no email address to send requests to AND the ability to log a custom support ticked from the customer zone is gone - everything is funneled to the whatsapp bot.

My support enquiry cannot be addressed through your bot menus - please bring back the customer zone support ticket option at least.

I used to be a DSL customer, now I'm a fiber one. On your website I'm paying for fibre under my services (all good), however when I want support like when the fiber dips or something, I have to go to Whatapp. In these records I'm still a DSL customer so I'm constantly offered upgrade options to fiber. I also do not have options to request support for my fiber line because I'm still a DSL customer according to your bot.

Somewhere along the line your bot is referring to a bad data source and I'm now frustrated enough to do something about it.

This month my credit card expired, so I updated it proactively online but for some reason there was an issue. Got onto whatsapp and got connected with an agent really quickly when its about payments owed to you. I can't help feeling like you're looking after number 1 a bit better than your customers here - I don't ask for much - I'm a low maintenance, highly competent customer but when I need assistance - I need to be able to get it please. Don't forget your customers are still humans.