Gerrit van Zyl
After fighting with WEBAFRICA for the last 20 days about a line fault. I decided to cancel my account with them and move over to Afrihost. I looked online on user reviews and chose the top ISP on the list.
Within 2 days, “Veronique P” helped me with the new account, and the router was delivered. But WEBAFRICA would not release the line. They had constant excuses, questions left unanswered or just left me hanging on their chats for hours on end without a response, or a reply saying… “Hi ********, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session. The new agent will have a copy of your last conversation.” (they did not, I had to explain every time)
I have been with them for well over 10 years. But they lost me when they chose a WhatsApp and online bot to replace an actual person. I could immediately tell they did not have the support staff needed for their client base.
I spent over 30 hours on hold (in the last 20 days) …. and maybe 20min of that talking to an actual person. Constant transfers to someone new that has no idea of the last 6 hours I spent explaining what the issue is, and then no answers and being transferred once again. This is what kills the trust between service provider and client.
That being said. It is such a relief to have an actual person to talk to, one person, no transfers to someone else being left on hold.
After my interactions with WEBAFRICA, I expected days to go by before I would get an answer as I do understand there are 3rd parties involved.
But “Vusi G” got me up and running within 2 hours. Considering, most of that was waiting for a response to simple questions he needed answers to from WEBAFRICA
I do not know all the ins or outs of what is needed on the backend. But your Online staff and system is fantastic. I get answers when I ask, an explanation when confused and a constant check in to see if I am still there.
Do not change this, it is such an important part of human interaction.
And as of now, “Vusi G”, and the rest of the team, are smashing it!!!!!!!
Please do not change a thing!!!!
Don Odendaal
I had nothing but excellent service in my time with them, the only reason I moved was there inability to match pricing with there competitors. These days pricing means a lot when clients are scraping the bottom of the barrel, all due to circumstances
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Dom Mohlaba
Great service from the WhatsApp chat. Cordial, professional, friendly and most importantly able to resolve my query. Human touch that is often missing these days was provided.
Alex “GrumpyGrandpa” T
Great customer support and fast responses on their WhatsApp help line. They arranged connectivity within an hour on a brand new line after my previous ISP dropped me. Just brilliant
Devon Thom
Still the best ISP. Kiss telkom mtn and all the other morons goodbye. A company that employs people according to there knowledge and have the most customer ready staff ever. I am really happy even with Clinton G. Amazing help keep up the awesome work
Jml
If I could give more I would. Sicelo was more than patient and unbelievably kind when I asked the stupid questions. What a massive asset to your company.
This whole experience (move to you) has blown me away. Mind blowing quick less than 24 hours to bring in the cable to set up the banking and configure my set up. Your website FAQ and your interaction are predictive informative and easy to understand.
Cannot say enough good things about the move. Well done and thank you
