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.
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*