Webafrica - A 3rd world ISP

So my latest run-in with a support desk happened to be with Webafrica. Irony--to look  back and wonder what had happened to one of the then Titans of the ISP industry. A company who in the past had immaculate services and support. But then it all hits me like the foul stench of hobo piss on the corner of their Woodstock office. They fell prey to the "eyes to big for their hands" syndrome.

Here's my last ticket response I got from them and my reply to it:




 Their response:

Hi X, 

"To resolve this you can do either of the below:

1. Change the home folder of the FTP account

2. Add a new FTP account for your sub domain.

Here's a tutorial to guide you with the above:http://support.webafrica.co.za/flashVideos/websitepanel/websitepanel/wsp-FTP.swf"

 

My Response:

Hi Vaughn,

Thank you for replying to the ticket and ignoring all my questions and not noticing the procedures I took before bothering you from your strenuous work load. I admit I do feel modicum of guilt just thinking that I had the audacity to ask for help after not attempting to do anything myself. By God I am sure you have better things to do.

I would rewrite everything I wrote in the first ticket but due to the nature of my OCD problems I would be "breaking flow like a menstruating woman falling off a 20 story building". I do however thank you for sending me a video tutorial. I needed a break from my everyday view of goatporn. But alas I will in fact I continue my utter laziness and stupidity and copy paste my original question.

Back-to-the-future-snippet from my first ticket

######################

Ok so I am given to understand that the subdomain for the old site hosted on HELM will now be on one of your WSP servers. Thats all great and well. Judging by DNS on WSP I am guessing the webhost will be xxx.xxx.xxx.xxx.

Ok. So I created the FTP accounts and tested the connections. I indeed connect to xxx.xxx.xxx.xxx  Now, there is no subdomain folder--so where do I upload to? Or am I given to understand that IIS will treat the wwwroot folder is the virtual home directory of the subdomain?

######################

It took allot of effort copy/pasting that. My cheetos finger has now smudged my mouse and I have actually done some work. I cant deny that I do not envy you. Being so busy and all that you cannot even see that I made the effort. Asked the questions of where the folder is. I am not a difficult person. Really I am not. I am in fact Aries. Brown eyes. 1.7m. Tall, handsome, rather charming. But enough about me. What are you wearing?

Ok, ok, ok... As you can see from my post to you, I no longer know what to do with you guys. Your level of service and customer support has fallen lower than the stock price and panties of a woodstock prostitute. From my first ticket you could see I logged into the CP. Saw the DNS given the current domain is hosted elsewhere. Tested the FTP. Noted and documented to you that I saw no subdomain folder as per your hosting norm. At least try to acknowledge that and offer me the courtesy of assistance. I mean its not like you have a job/department dedicated to actually help people.

I understand your not taking me seriously. So I will post this on my blog, facebook and hellopeter. Maybe then someone will help me after so much God forsaken irritation.

Thank you,

Regards.

Renaldo.

Every time I have logged a ticket (for almost the last month or 2) its been responded to the with the general "Copy/paste an old FAQ and do not bother helping the client.". Granted I understand I am a lowly client that hardly pays a fraction of what their bigger clients pay.

Just so we are all on the same page, I'll shed a little light on the story.

Initially I logged a ticket with WA on a different matter. The responses I got was generally that it was my problem. "OK" I thought. That sounds fair. So then I went on to test their theories. It seemed Ironclad at the time. After all, this is shared hosting. If you want a clean, stable and sanatory experience,  then you should not be using the lavatory at the Old Delhi Railway Station that is now Web-Africa's shared hosting infrastructure.

So I looked at their tickets they sent me. The output they printed to me from the "google chrome optimize your website extension". It must have been tiring clicking that little icon on the top left corner to create a report for you. But I am not someone that gives up and I was not about to give up on WA just because they gave me the stiff. So again I endeavoured to reach out to them. Given after I had explained the situation and my frustration, to which of course you can expect as much empathy as you would our government. Yes, I was an old client. Still hosted on Legacy servers. "Understood, I have been with you for" years" I said. My frustration did not just happen immediately. It has been escalating.

Eventually I got a call from Treslan Afrika--all dressed up in his superhero customer support costume. Very helpful chap. Wanted to go the extra mile. We crafted a plan to move the "subdomain" to the new WSP hosting servers they had. Perfecto!. "So Treslan, when will you be migrating the data?" said I. "I am not sure I can do that but I will confirm with management." exclaimed Treslan. "After all the ballcrushing frustration I have had I am sure they would say yes" I thought to myself. He barely put me on hold when I heard the crackling on the phone and the sound in his voice as if he barely had time to swallow what was just shoved down his throat by the, I assume dashing and  well-endowed member in management whom gave to Treslan
the "fuck" he should have given about my struggle with their services and support. No, no and no I was told. Even if the server is hosted in their DC and it takes 2 mins to copy over their network. I had to use shitty ADSL to their DC on an already failing and cracking at the foundation server. After already having the nightmarish experience you no longer even get from Telscum.

Honestly, I do not expect them to read this, much like how they ignore my tickets. Just carry on oblivious. It's not like they care. Sigh... I feel even more depressed now... Why even bother spell-checking, everything is in ruin or getting there anyway...