Poor Technical Support

The systems at ZACR are amazing, the developers and sys admins there are beasts, never interacted with them but I have interacted with their systems and they work and they work well. My frustration comes from their first line support. Their 1st line support is shockingly poor. I was in the process of applying for accreditation with ZACR which I eventually got but for me to get accredited I had to ask question and for me to ask questions I had to send tickets and tickets land up 1st line support.

The 1st line support was not helpful at all. I wonder if they even know what they get paid for. The only person who was actually helpful was,"Elvina Naidoo". The rest were useless the most useless of all was Andile. I asked him if ZACR has a whmcs module which I could use to manage my epp settings/processes. He told me yes there is but when I check with whmcs they found only one module and that was from ZA DOMAINS not ZACR. I then a ticket to ask if this the module from ZA DOMAINS is the one I could use because I though maybe za domains and zacr work together consider that they both,"ZA'S" turned out that za domains had no affiliation to zacr. I then emailed zacr to ask if the module on whmcs is the correct one or not. I asked for Andile since he is the one that advised me. To this day that ticket has not been replied to. I called multiple times trying to follow up about this and I was told I would be called back. One time I called and spoke to Andile and he told me he is BUSY and he will get to me when he is done, Imaging telling a client that, a client who had sent a ticket days before. It was like they were doing me a favour for answering my questions. Like I said to this day I have not gotten feedback from ZACR about a module I can use with WHMCS to handle my epp processes.

Their support left a bitter taste in my mouth. If there are vacancies in their support can they please hire me so I can help train their stuff because wow. I worked at afrihost for 4 years as a technical support consultant and it my time at afrihost afrihost won the mybroadband isp of the year award for 3 years in a row. So I know what support should be like and I know what support means for a business.

The 4th industrial revolution is coming if the support at ZACR does not wake up, they will find themselves replaced by robots.