1 reviews | Active since Jul 2009
Webafrica text support is a joke
I am honestly starting to consider moving to a different IPS because of Webafrica's text only support. Both their in app chat and WhatsApp takes ages to respond with the initial prompts, and then it is a luck of the draw if you are going to be connected to an agent.
And even if you get connected to an agent, the chances of them responding is also completely random.
I had tried to find out how to get a static IP today and this was the events that followed:
14h48: I said "Hi" on WhatsApp to bring up the prompt 14h50: The prompt finally popped up and it took just over a min to get to a point where it said that it will connect me with an agent. 15h00: I finally connect with an agent and ask them what the process of getting a static IP is. 15h04: I suddenly get transferred to Vuma Premium Support team after ~2-3min of silence. (Altough my Fibre connection is with Frogfoot. 18h16: I send "End Chat" after waiting over 3 hours of just being thanked for my "patience and understanding" and never having been connected to another agent.
I then sent another "Hi" just after this to bring up the prompts, and it is now 18h40 and still nothing.
Thank you for taking the time to share such detailed feedback with us. We understand how frustrating it must have been to spend so much time trying to get assistance for what should have been a straightforward query. Waiting extended periods for responses, being transferred between teams, and not receiving the information you were looking for is certainly not the experience we aim to provide.We can see that you did eventually receive assistance regarding your query. However, we recognise that the overall experience fell well short of the standard of service and responsiveness we want our customers to receive when reaching out to us. Please be assured that your feedback has been taken seriously and will be shared with our Service Quality Team for review and improvement. We're committed to understanding where expectations are not being met and making the necessary improvements to ensure both your expectations and those of all our customers are met when engaging with our support channels.
Warm regards,
Webafrica Crew
Thank you for taking the time to share such detailed feedback with us. We understand how frustrating it must have been to spend so much time trying to get assistance for what should have been a straightforward query. Waiting extended periods for responses, being transferred between teams, and not receiving the information you were looking for is certainly not the experience we aim to provide.We can see that you did eventually receive assistance regarding your query. However, we recognise that the overall experience fell well short of the standard of service and responsiveness we want our customers to receive when reaching out to us. Please be assured that your feedback has been taken seriously and will be shared with our Service Quality Team for review and improvement. We're committed to understanding where expectations are not being met and making the necessary improvements to ensure both your expectations and those of all our customers are met when engaging with our support channels.
Warm regards,
Webafrica Crew