LV
Logan W
Active since Jul 2022
7
Reviews
0
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Reviews
7 reviews27 months ago
Overall okay but poor communication
Hi, I app**** for a new account to pre-order a phone and was contacted by a sales consultant. The interaction was very positive and the follow-up emails were answered fast and professionally. The issue came when I finally after approximately 4 days got approved for the contract. I was then emailed and asked when would be a fitting time to speak which I rep**** at 9 am. I then received an SMS stating there was a new pending application around 08:24. I was very confused and waited for her to phone which never happened. The next morning decided to phone in and go to the follow-up on an order line and I was met with a lady who from the start sounded frustrated then when I was trying to figure out what was going on I got the answer "There's other people in the queue waiting to be helped" which in my opinion is appalling customer service from Simone since I too was in the queue and waited for assistance and was not rude at all just confused and a bit frustrated with the lack of communication. If something changes and you can't make a call as requested by a customer, it takes nothing of you to just pop them an email and notify them I'll be with you shortly. I even emailed her around 11 to notify her I received an SMS saying there's a new pending application, to which I also never got a reply. I understand call centres can get very busy but I run a business with hundreds of emails every day and yet I have the time to answer an email or to let a customer or colleague know I'll phone them later. I was also advised the pending application SMS was probably supposed to be sent before the approved SMS because they are probably linked to the same application. This is also something IT might want to look at because the whole situation would've been a lot less confusing if I had not received that SMS.
58 replies
39 months ago
Amandeep Singh always delivers excellent customer support!
Amandeep Singh always delivers excellent customer support! Highly recommend HostAfrica because they do their absolute best to ensure you are happy. I honestly feel I can rely on HostAfrica.
73 replies
42 months ago
Extremely fast servers with appalling uptime.
Extremely fast servers with appalling uptime. My client websites go offline on a weekly basis.
132 replies
43 months ago
Worst customer experience from SELO in the porting department and Vodacom Technical team.
We recently joined Vodacom and after being quite happy with the service I recommended that my mother move over to Vodacom as well. We went to the branch and requested a port over from MTN to Vodacom. After a few days, the port did not go through. We then went back to the branch and spoke to a consultant named Rob at the Centurion branch. He cancelled the port and said he can port the number in 15 minutes if he does his “thing”. Days go by with no port over so we contact customer support and we go through the whole process and ended up at the porting department. The lady at the porting department told us that Rob cancelling the whole process has messed up the porting and we need to wait for the port to move back to MTN in order for us to continue. Days go by again. We phone again and go through the process and end up at the porting department where they say they don’t understand what happened but the number is with Vodacom. We then applied for a contract and got approved. We realised that MTN, Telkom, and Cell C customers can’t phone the number. We called the customer care line several times with different outcomes. Several put us through to the porting department and then escalated the query to “the technical team” where nothing happens. Every time we get to the technical team nothing happens. Today I demanded to stay on the line as we fix this issue with our line. I spoke to a consultant who transferred me to a supervisor whose service was amazing. She kept trying her best to solve the query even though I lost my cool once. ( i did thank and apologise to her) She put me through to the porting department where I spoke to another lady who tried to help but couldn’t and also advised her supervisor is not available. I then randomly get transferred to her supervisor Selo in the porting department who out of the gate was annoyed and not willing to help. He did a test call from a Vodacom number and I then advised him that Vodacom works and MTN, Cell C, and Telkom do not work. He advised me he has escalated the query to the “technical team”. I advised him I’m not willing to wait. I have had multiple queries escalated and nothing happened. I asked him to make a plan I’m not going to accept this and he refused to help I then told him I will be going to the ombudsman because we are fed up with the appalling service. I don’t care who they phone we need to resolve this query today. We can’t access banking because we can’t receive OTP we can’t access our work computer because for security measures the password resets after a set time and we need to get an OTP to reset the password. Selo then told me I should listen to what he was going to do. He said he will log a query with the “technical team” and they will get back to me. I said I do not accept that, we need to solve this now because the "technical team" does not care. To which Selo put the phone down in my ear. We are new customers to Vodacom and I’m regretting my decision to move to Vodacom! Selo is the exact example of a person that should not be in the position he is in. He does not care about Vodacom customers and he violated my consumer rights by ignoring my request for service.
266 replies
45 months ago
Amazing support but unfortunately a ton of problems thus far.
I wrote a review regarding HostAfrica support praising them for the excellent support they provide but I have never had so many issues with a hosting company. My sites just went down for over 40 minutes because they decided to do a server update and restart mid-day on Tuesday. My websites were down yesterday for over 20 minutes and they can't see why. I transferred a new domain over to HostAfrica and after the transfer was completed I was advised that DNSSEC was enabled on the domain by the previous domain admin. I contacted support and asked if this would be an issue and if they supported DNSSEC and if they don't support DNSSEC and this will be an issue what should we do to rectify this? I was then advised by Zolani that this won't be an issue. I repeatedly asked Zolani to confirm this which Zolani did. After days of struggling to get the SSL certificate to generate throughout my website, I was advised by another consultant that DNSSEC is not supported and is currently the cause of our SSL struggles. (I should mention that we did get the certificate to work later that day). At this point in time, I no longer feel comfortable moving my customer's websites over to HostAfrica and will be monitoring the performance of HostAfrica for the time being.
134 replies
46 months ago
Always online and amazing customer support.
In over 4 years with Adept ICT on their fiber to the home packages, we have had a total downtime of less than an hour. I believe the longest we've been without internet access was around 20 minutes. I highly recommend Adept ICT.
0 replies
46 months ago
Excellent support from Russel and Ryno.
I asked for an assisted migration and Russel and Ryno were professional, helpful, and patient through the whole process. I was very demanding at times and they kept calm and proceeded professionally all the way! I would recommend HostAfrica all day.
134 replies
Review Distribution
5 Star
3 (42.857142857142854%)
4 Star
0 (0%)
3 Star
2 (28.571428571428573%)
2 Star
1 (14.285714285714286%)
1 Star
1 (14.285714285714286%)