WebAfrica customer service SUCKS

<p>With the current economic climate in the country I would expect companies to do their best to win and keep clients. In a very similarly priced internet access market I would have expected service providers to offer better service compared to their competitors as a differentiator.</p> <p>I must say, I’ve had (am having) quite a BAD experience with WebAfrica.</p> <p>I looked around and found their service priced quite well (I might have found out why though) for my needs and requested a 300G capped account running on a 10Mb dsl line – this was requested on the 7th of November. WebAfrica were to manage the dsl service on my behalf. </p> <p>I flagged the service to be activated immediately as I did not what to wait until the end of the month before they install the service. WebAfrica immediately issued an invoice and activated the data with the dsl line showing as pending. This did not make since as I could not use the data due to the line not being installed. I left this with the hope that the dsl service would take a day or two.</p> <p>On the 9th I received confirmation that they received the banking details I mailed them on the 7th. I responded to this mail (their billing email address) requesting the progress of the dsl service as it was still in a pending state. I offered to pay any Telkom related fees upfront f needed to get the service installed immediately.</p> <p>Since I had no response other than the read receipt of my query I mailed to WebAfrica on the 9th , I sent a follow-up mail, this time copying in the support team.</p> <p>Aafter not receiving any feedback on my queries (other than the read receipts) I phoned the helpdesk on the 12th to check on the progress of my service. The agent agreed that they will reverse the data charge as he agreed that it is quite silly to charge for data I cannot use. This was followed by an email from him explaining that the delay in responding to my query was due to a high ticket volume. He further confirmed that he will forward my query re the dsl service to their dsl department. Five days Is a long ticket queue.</p> <p>Since the call to the call center I had no further communication from WebAfrica other than the confirmation on the 14th that the data package was cancelled. On the 17th I sent a follow-up mail to check the status of the dsl service and asked how long this process takes on average. This was followed by another follow-up mail on the 17th since I had no response other than the read receipts (surprise) on my query sent on the 15th.</p> <p>Finally on the 18th I mailed the exec team at WebAfrica requesting feedback on the application. Tim Wyatt-Gunning responded late Friday night assuring me that that the relevant team will get in touch on the weekend to sort it out. </p> <p>I did receive a call from the support team on Saturday the 19th. In this discussion it came to light that WebAfrica only submitted the dsl service request to Telkom on the 12th after I phoned and complained about the slow response and total lack of feedback from WebAfrica. </p> <p>I communicated this to Tim Wyatt-Gunning, and in his response later the same day he stated that my service request got stuck in their operations department due to a flood of new orders. They must be REALLY busy to not process an order for five days and not keep their customer in the loop. Again he assured me that the issue will be resolved and that he asked Sureshni Pillay (customer care manager I suspect) to deal with this personally.</p> <p>I contacted Telkom on Saturday the 19th on an unrelated matter. Speaking to the technician he stated that a dsl service was active to my property. He helped me to connect my router and get coms working. I phoned WebAfrica again asking them to confirm that the dsl service was active, with the tech confirming “sync” (whatever that means) I requested the data service to be activated again. I managed to get the service running and managed to access the internet via WebAfrica.</p> <p>Later the evening I did some speed testing to see how close I get to the 10Mb service I purchased from WebAfrica. I was quite disappointed to see that the max download speed was around 1.4Mb – far removed from the 10Mb service I requested. </p> <p>Again a mailed querying the state of my account. I copied in Tim Wyatt-Gunning, Sureshni Pillay and the tech that assisted. So today, Monday 21st of November (14 days after the initial request for service) and more than two days after my last email to WebAfrica, I have had no response or any other feedback from anyone at WebAfrica other than the read receipts on the mail I sent.</p> <p>-</p> <p>WebAfrica, you are quite a disappointment. I really would have expected more from anyone selling a service in a competitive market. As I mentioned to Tim Wyatt-Gunning in one of my mails, I am very weary of the service I expect to receive from WebAfrica in the future. So, it looks like if you are looking for bad service and no customer feedback this is the place to go.</p> <p>Ps, The dsl status still shows pending on my WebAfrica portal ??</p> <p> </p>