Webafrica - please let me leave

It boggles my mind how any company, but in this particular case Webafrica, can afford to provide continuous pathetic service, They too will probably have to retrench staff soon due to customer cancellations, based on what I have read in the reviews on so many platforms, but especially after my own ordeal which I will share shortly.

I actually sometimes wonder if they read and care about the reviews.

My story review is based on 'them' or 'the people of Webafrica' or 'they'. I don't know what the names of 'they' are, as the only contact details they are willing to share is that of Willie-the-bot.

I do however know that 'they' includes people like the CEO who ultimately (should) take accountability to ensure the company improves processes and services, etc. I have failed to see this over the years of being a client.

'They' also include the sales lady who convinced me to stay with Webafrica, after I submitted my cancellation a few weeks ago. It is the same lady who promised me that someone will contact me soon to attend to my problem, which was left unattended for weeks at that stage. I am not sure what she meant by soon, as I have not received any assistance yet. But when I think back of most of the times when I had to chat to Willie-the-bot, and especially today, I should have known that soon could mean days and eventually weeks.

While I mention Willie-the-bot, I need to include the COO in my mention of 'they'. Mr COO, I know that we have been taught in varsity about automation and we have read many articles about how machines/robots/AI, etc., will improve service delivery, replace people and ultimately save the company millions. I am afraid that, when I look at the continuous complaints and cancellations and my own eperience, that Willie-the-bot will be the only 'person' left in your company. You should actually pay him the highest salary, because he is trying (tirelessly) to resolve client's problems, whilst nobody else seem to be available or care. I feel sorry for Willie-the-bot, because you have set him up for failure when you appointed him in a role, expecting him to resolve your client's problems. He is not equiped to do so in the way you have 'programmed' him. You have also not educated (upgraded) him over time to do his job better. That is maybe why your customers are so frustrated. You see, I think you might have attended the lecture on automation, but you might have missed the lecture on process improvement, customer service, relationship and retention. Maybe then you would have realised that we, the customers who have paid you for a service, which ultimately pays your salary, will be satisfied clients when we can explain our problems verbally and attented to with passion. And the best of all, you probably could have attended to more clients in a day, because it is quicker and easier to explain your problem and understand the agent verbally, than trying to find better words and sentences to express yourself on whatsapp.

Today was hopefully the last time I wasted hours, starting at 07:49, trying to have my issue resolved. During these hours today, I cried, I begged the agent to use the voice message facility on whatsapp, or give me a number of a capable person. This was all done in desperation and fear for the consequences of me loosing my job, because I can not deliver on a critical service to my client. I am reliant on your service, which I have compensated you for, without fail, even though I had little or no income over the last year after being retrenched. My survival depends on you.

As I am hitting the keys on the QWERTY keyboard to type this review on HelloPeter (without any expectation to be comforted by Willie-the-bot), my problem has still not been attented to. The time now is 23:16, after I hopelessly tried to get the promised feedback and assistance, only to be left with a farewell message at 21:45 from Willie-the-bot who, like me, tiredlesly tried to get hold of an agent.

The last person, whom I need to include in my reference to 'they' is agent Mekayla, whom I have actually already mentioned in my previous paragraph. Mekayla will probably blame the executives, who appointed Willie-the-bot, when she gets retrenched in the near future, due to the declining business. She might have reason to blame them, and maybe her inability to interpret my problem, which I had to type more than once and also in different sentence constructions in the whatsapp facility, as well as her lack of tact was due to her own frustration in trying to deal with "an influx of complaints" as she called it. It might also be the reason why she magically disappeared this morning after telling me that she has escalated my problem to a senior technician (whom I speculate could be Willie-the-bot or Sannie-the-bot), as well as her unprofessional response ("I have provided you with the resolution this morning") directly followed by her escape act (You are being transferred to an agent, please wait while I connect you... ) at 20:03 this evening.

I logged into the client zone tonight in order to cancel my service, and I noticed that you havevgiven this function to Willie-the-bot as well. At least it helped me to understand why I saw so many customer complaints titled "Cancelation nightmare".

Just like children who reach a stage when they have to leave their parent's house to spread their wings, I hope that you will allow me to leave you next week. Contractualy I would have left next week if the sales lady didn't convince me to stay, but you are probably not going to alllow me to leave next week, as it is not in accordance with your terms and conditions.

But ask yourself, have you comp**** with the terms and conditions? Have you kept your side of the contractul agreement? I have, with a lot of patience, else you would have sued me for non-payment.

I will however, in hopeful anticipation just like I did while waiting for resolution on my problem, look forward to your acceptance for me to leave you next week. I will not protest if you want your router back. Willie-the-bot might need it to 'connect' to the agents.