worst customer service ever

Allow me to say - great value product offering! Allow me to say - with that I suppose comes a compromise somewhere else...that somewhere else is definitely their customer support :=(....the worst ever as it is non-existent!

On the weekend of 16-18 Feb '24 I experienced severe drops in my connectivity speeds and contacted them on Monday The 19th Feb '24. Reported: *19 Feb '24: - whatsapp contact support response: "...agents busy...attend soon..."....to date I am still waiting! - after hours of waiting I logged a service request(S11741)on their online portal - the status to date still shows "NEW" *ALL their "customer support" numbers DO NOT WORK - goes straight to voicemail - all the time.

*23rd Feb '24: - Hardware Failure - I depend entirely on my connectivity for work. * a buzzing sound from router and no more power supply. The router is completely dead. I have surge protection for loadshedding but this did not even occur during those times so I suppose unfortunate malfunction - regardless this was reported. * since I had no luck contacting them earlier the week I resorted to contacting the local area rep about the new situation and was directed to "Britelink"***) by this person. - I was #5 in line but had to hold for over 15 min until my airtime ran out, reloaded, called again and was given a the number *** to contact FlyCool. I asked the operator to please hold so I can check if I tried this number before so as to ask for an alternative number - she hung up on me -excellent service! - needless to say the number was one I tried before and is constantly goes directly to voicemail - *** - Found a different customer support number I used previously on whatsapp***) - still waiting for reports on the 23rd and 24th! - Also logged the event eventually online(S11751) on 23rd - status still shows "NEW" - Out of frustration I double logged the incident via email, ticket/request number 1326 - still no response!

At this point I need to know: *what is the point of being a loyal customer when there is no customer support? *what is the point of them continuously saying they are "working" on the customer support issue to "improve" their services but it is all lip service - nothing ever happens - they have been saying this since their inception - so this is a lie and they are continuously failing their loyal customers with empty promises. * will I get charged pro-rata rates for all the downtime I am experiencing for services not rendered? * Will their contact numbers/online platforms for logging issues ever work? * I would like to know whether they will update the platforms with new contact info if the current ones on display are no longer valid or maybe check their staff if they are actually doing their work or even get the needed resources to cover their client base as this is not acceptable - their monthly billing system seems to be working flawlessly, right on time, every time - how about putting some of that efficiency into paying customers' actual real time help/support/assistance/feedback with real people.

Like I said - great value product - but clearly comes with a hidden cost. If things continue this way(receiving no client support with no way of contacting them and clearly they do not bother calling back(either they do not care, even though they state they do, or they do not have systems in place to do so) I'll resort to a different service provider with hopes of better client services even if it means paying a little extra.

I have never had a good customer complaints experience with Flycool: - they do not even bother to inform of outages in the area - one must figure that out by yourself. - when logging an incident - no feedback of any sort on whether it has been successfully resolved or any interim feedback as one would expect from a service provider knowing that 1000's of us rely on it.

They will have to pick up their game play - customers will jump on board but will eventually leave - I'm sure It is already happening as a lot out there is not as patient as I am - and I have been putting up with this poor service for years so maybe it is time to leave after giving them the benefit of their empty promises.

Tired and upset to say the least. KH