1 reviews | Active since Jul 2018
WORST LIVE CHAT, WHATSAPP LIVE CHAT AND OVERALL GARBAGE EXPERIENCE.
I signed up yesterday.
A very friendly person assisted me, and it was a pleasant experience overall, I was very excited to become part of the Web Africa family as I was tired of my previous provider.
The one thing I would like to note that really breaks this company down is its WhatsApp chat and Live Chat. It has to be the WORST service I've encountered and had to deal with when looking for actual assistance, I'm a virtual experience kind of person, I don't like to interact with people over a telephone as part of my actual job is communicating with people on a daily basis so it's always nice for me when I can take a break from that sort of interaction.
But, I can give the Live Chat and WhatsApp chat NO MERIT as they don't function well enough to receive MERIT, I mean if you message the WhatsApp chat it takes over a day to receive a response and then the chat gets closed up due to your inactivity and that is IF you are LUCKY ENOUGH to even get through to the WhatsApp chat, it's absolute garbage and I wouldn't recommend it, as I've joined yesterday and it's been 24 hours and I still haven't even received a response from the WhatsApp "chatbot", truly disappointing and doesn't give you a welcoming feeling as a new client.
Right, the Live Chat, is basically the same GARBAGE as WhatsApp chat, I mean doesn't matter which browser you open it with, you would think your computer/device is outdated, as it takes about 7-8 clicks to receive an OTP to start the chat, and after that, you eventually after another 7-8 clicks get into the chat. But, here is the best part of it, when you FINALLY get into the Live Chat it remembers the previous interaction you had, and when you click go back to the main menu to start up a new conversation it will take you there and the chat "bubble" will basically vanish and it becomes untyp-able, you LITERALLY can't type a message even if you tried too, you can see HOW FRUSTRATING this could be as a user experience as a whole, you literally get nowhere.
And let's top it off shall we, I spent over 40 minutes yesterday just to get through to the call centre which only routes you back to the main menu, and the only way to get support is to dial 1 and get through to the "sales division", which took me another 40+ minutes to explain to this *********** person the same question, repeating myself until I reached the point where I ended the call and tried to communicate directly with Vumatel even though the email was sent from Web Africa, no one has the knowledge to answer your question thoroughly and promptly, it's like talking to a brick wall. Best of all, I am attempting to contact Vumatel which also only routes you back to sales where the extension is either unavailable or you get routed to sales, I have yet to come through to sales, so I have given up and contacted another costumer care number and I've been patiently listening to the music play in the back ground for a good 40+ minutes, and then the line just gets cut off. That's some service, real professional stuff.
I can honestly say, though I didn't part ways well with Rocketnet, at least they had my back in the process of answering my questions and providing me with a resolve even over a weekend, that is outstanding in my books that a company would interact with their clients to that extent. I've barely started this relationship on the advice of a family member, and I cannot state this more bluntly, BUT DO NOT waste your time!
Please for the love of God, find someone to run your WhatsApp Live Chat/Bot, and UPDATE your systems with the Web-based Live Chat service, it's truly mind-numbingly stupid that sluggish, and unresponsive.
Another thing to complain about, in my opinion I work in the Insurance industry and we deal with all sorts, but it takes a special kind to have the guts to send an email on a "no-reply" email, that basically says, good luck finding a way to contact us back with any queries you might have, I took it upon myself to search for email addresses I could use just to get an email query resolved, well, let's hope it strikes somewhere and someone takes the time to read it and actually answer the basic question I have.
I will not change my rating in the near future, please educate your staff. Please update your Live Chat, and PLEASE find a dedicated person to handle your WhatsApp lines, as this sullies your name.
I doubt anyone from Web Africa will read this, so enjoy my rating. Let's hope the installation isn't a total ******-up.
WebAfrica,
There is a lot I could say and not enough space to say it in, I'm always billed on the 1st of the month for my internet and at present we are at the 11th of December and I have yet to be billed, take note that I contacted WebAfrica yesterday as I was informed my internet would be suspended due to non payment. Ironically, my funds have been lying in wait since the 1st of December to be deducted.
Here is the kicker; don't waste your time trying to contact them, you won't get through to anyone on their contact numbers other than the sales team, should you succeed the following would happen - you will be informed that "someone from billing will contact you" which I waited two hours for and eventually ended up talking to WebAfrica support and had the most uneasy conversation where I was informed as a client my internet would be suspended even though there was no logical reason the debit order that has been going off my account for over a year should not be successful and yet here we are, and I am without internet.
I wrote something similar over a year ago on Hello Peter and it's disappointing to think I still haven't received any response from WebAfrica since that time. Neither here nor there, all I want to get off my chest is the fact that WebAfrica has some of the WORST support and aftercare you could imagine from a provider, I wouldn't wish it on my worst enemy, their internet itself is nothing to complain about, that part is outstanding. But good grief, you would think after sales and taking care of the client comes first? The answer would be, no thank you. At least when I was with Rocketnet they cared and always provided assistance when I needed it.
I feel deeply frustrated as a client, simply for the fact that I'm sitting with no internet for no reason, I am the client but yet I am punished for something that isn't my mistake?! Fantastic service old chum, fantastic I say. I am sure somewhere in this week I will be billed, let me rather say I assume I will? I don't even know if I will be billed as no one takes the time to care about the client and to put them at ease, instead you get vague answers for hours spent trying to solve a problem you didn't create, as WebAfrica has been debiting my account for over a year now, my estimate would be almost 2 years now that they've been billing me.
You might be decently priced WebAfrica, but this blatant disregard for your clients will be the reason I find myself another provider. You really need to get your after sales and support up to scratch! And I don't know maybe fix your land lines? So that people can get through to someone else other than "sales", we do have "support" queries too and I am sure no one wants to spends hours talking to people who have to "email" the billing department who will contact you? They definitely won't contact you, I'm still waiting for a call.
I wouldn't recommend WebAfrica to my worst enemy, you might have stable internet but do I want to struggle and find solutions all by myself, no I do not.
Will be searching for another provider.
Keep your 1 star rating, if I could drop it to 0 I would.
Regards
WebAfrica,
There is a lot I could say and not enough space to say it in, I'm always billed on the 1st of the month for my internet and at present we are at the 11th of December and I have yet to be billed, take note that I contacted WebAfrica yesterday as I was informed my internet would be suspended due to non payment. Ironically, my funds have been lying in wait since the 1st of December to be deducted.
Here is the kicker; don't waste your time trying to contact them, you won't get through to anyone on their contact numbers other than the sales team, should you succeed the following would happen - you will be informed that "someone from billing will contact you" which I waited two hours for and eventually ended up talking to WebAfrica support and had the most uneasy conversation where I was informed as a client my internet would be suspended even though there was no logical reason the debit order that has been going off my account for over a year should not be successful and yet here we are, and I am without internet.
I wrote something similar over a year ago on Hello Peter and it's disappointing to think I still haven't received any response from WebAfrica since that time. Neither here nor there, all I want to get off my chest is the fact that WebAfrica has some of the WORST support and aftercare you could imagine from a provider, I wouldn't wish it on my worst enemy, their internet itself is nothing to complain about, that part is outstanding. But good grief, you would think after sales and taking care of the client comes first? The answer would be, no thank you. At least when I was with Rocketnet they cared and always provided assistance when I needed it.
I feel deeply frustrated as a client, simply for the fact that I'm sitting with no internet for no reason, I am the client but yet I am punished for something that isn't my mistake?! Fantastic service old chum, fantastic I say. I am sure somewhere in this week I will be billed, let me rather say I assume I will? I don't even know if I will be billed as no one takes the time to care about the client and to put them at ease, instead you get vague answers for hours spent trying to solve a problem you didn't create, as WebAfrica has been debiting my account for over a year now, my estimate would be almost 2 years now that they've been billing me.
You might be decently priced WebAfrica, but this blatant disregard for your clients will be the reason I find myself another provider. You really need to get your after sales and support up to scratch! And I don't know maybe fix your land lines? So that people can get through to someone else other than "sales", we do have "support" queries too and I am sure no one wants to spends hours talking to people who have to "email" the billing department who will contact you? They definitely won't contact you, I'm still waiting for a call.
I wouldn't recommend WebAfrica to my worst enemy, you might have stable internet but do I want to struggle and find solutions all by myself, no I do not.
Will be searching for another provider.
Keep your 1 star rating, if I could drop it to 0 I would.
Regards