Unriable Internet Connection
So I was thinking how do I write this review? WebAfrica has such funny adds that appeal to customers. How do I remain humored in the situation I find myself in? Then I realized that they are actually living their vision and values. The after sales experience and tech support is a joke. Since I received the router it has been losing settings. When I report the matter I am promised it would be resolved and router replaced. Eventually after an hour we get the router sorted out. Let me set the scene, the wife is watching Netflix, teenage son busy gaming, toddler on YouTube kids. I'm busy on UCT website, getsmarter and the website comes up with, "error loading this site" . The whole family now converges on me. They turn to look at the local weafrica technician {me}. Here I am thinking, but I only pay for the service. Now let me tell you, I am sitting next to the router, drinking coffee, the router minding its own business and then all of a sudden, the internet goes off. Lan, wifi u name it. This is one case scenario, I cringe every time the power goes out. Now I start reseting, restarting, going through all the instructions I get every time I speak to support at web africa. Let's talk about support quickly, the phone rings, "sorry we do not have a technician available after 8 on a Saturday" , the automated answering machine says in an optimistic voice, this at around 20h15. It's like a web Africa tech is sitting at their desk saying to another tech, "guys how do we live up to our values" , I know let's cut this guys service b4 we go home, hahaha, funny guy, now that is adding value. Next thing I do is go to option 2, what's app. Select 4 to go to live chat with support to get this message, " I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...“ Twenty minutes later I get the following message, Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy or unavailable for Live Chat.
I'm going to close this Live Chat session for now, but I have sent a *call back request* to our agents and they will contact you back on Whatsapp, as soon as they are available.
In the meantime, perhaps I can help you with your query? Type 0 to see the main menu or just ask me your question and I'll see if I can search for the answer." to get a response 7 hours later when I'm not at home. I then submit an online ticket, they give me the same instruction every time," send me a picture of your lights". Give me a second, just giggling while I'm writing this review. I really think a guy in a lycra suite on roller blades is appealing. Heads up to you marketing team. Perfect stereo type. Anyway back to the experience. I send another ticket, stating that my router keeps losing settings to be told that my wifi is conflicting and I must use a different DHCP setting. Now what if I was my wife, she asks me to set the timer on the stove, no disrespect to the wife, but tech is not her thing. If she was your customer she would be in tears by now. Next I decide this morning to cancel with you guys. I find a link, fill in my comments and submit. Guess this seemed to easy as well, and you had to add a little humor in at the end. It simply gave me the following message, "an error has occurred while submitting this application, please try again later".