Web Africa Muppets

If you ever need a quick temporary ADSL account…

I got to the office today and the fibre line is down. No problem – let’s just reset the ADSL router in the corner, cool – it syncs – now I just need an ADSL account. Easy.

I phone up Web Africa. I explain it’s an emergency and I probably only need the account for the day – but I have no internet access.

Abigail sells me a 2GB pre-paid account by credit card. Cool.

She ask me to check my email for account details. Nope, can’t do that – no internet remember. Ok, I get put through to support.

Darryl tells me to find the account details by logging into their client portal – nope, can’t do that – no internet, he sends me an SMS with the account details. I try those – nope – can’t get an IP – I figure out that he SMS’d me details to their client portal – and NOT the ADSL login details I asked for.

I phone support again. Darryl reads me the ADSL login details. It connects this time but I get a page which asks me to top-up my account? Then he tells me that they’ve been having a problem with their top-up system today and I can only use the account “later” – it’s a “minor thing” which they are working on.

All I wanted was an ADSL account for the day which would work as soon as I paid.

RSAWeb worked out way better. One call which ended with working account details in the router. I needed to talk to only one person and I got 3GB of traffic at less than what I paid for the 2GB Web Africa traffic.

UPDATE 12:05

Got a call from RSAWeb to check if everything is working. Nice.

UPDATE – the next day at 13:30

The Web Africa top-brass sent me an email and added some extra traffic to my account (thanks). They seem keen to improve the customer experience for the case above.

UPDATE – Dec 5 11:25

I get a text message saying RSAWeb is billing me R158.00 – which I can only assume is them mistakenly signing me up to some form of recurring service. *sigh*

6 thoughts on “Web Africa Muppets

  1. Hi there,

    Just came across this post now. I work for Web Africa as the Online Reputation Manager. I believe that this has already been looked into by our Dev department.

    I’ve requested that this be investigated further and our sign-up process be improved :) It’s this kind of feedback that is always appreciated, and helps us get even better!

    Hope you have an awesome weekend.

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