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Nadine N
1 reviews | Active since Apr 2023
01 Apr 2023, 18:58
Worst customer service ever….
The worst customer service I’ve ever received from krypton via chat, they customer service agent will take 3-4 minutes to reply with half sentence. I have ask for someone to send out to fix the internet all they can say we have logged a ticket. I have asked to speak to a manager but nothing. They Wi-Fi went up on price but they customer service sucks
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Replies (1)
Krypton Web's replyOfficial
17 Apr 2023, 22:40Hi Nadine N. (Summer S)
We hope you are well
We have been trying to arrange a follow up call with you (since Wednesday 5th April) after Octotel had repaired your damaged Fibre line (on Monday 3rd April) 2 days after you had reported it, however you rep**** to us via WhatsApp indicating that you were not available/ready to chat to us until such time that you have messaged us back. We have not received any message back from you on this matter since.
We would have liked for you to reassess your review left here after your service was reconnected; and we had indicated this to you over WhatsApp as well.
We would like to give an account from our side in reply to the issues you raised in your review:
A reply time of 3-4 minutes is well within the ISP industry’s standard reply times to chat to a real person for WhatsApp messages .
On Saturday 1st April you had messaged us on 2 separate occasions:
On both occasions we had explained to you that the issue you were experiencing was not a fault of Krypton Web and that we have logged tickets (one for each instance) with Octotel for resolution, nor could we give you an estimated time of how long it may take Octotel to reply to the ticket for us to give you any feedback.
Furthermore a manager called you back that same evening within 2 hours after your request to speak with a manager.
Lastly our prices are linked to the FNO price structures and our prices and speeds increased (as did other ISPs) in line with Octotel’s speed and price changes effective 1st April 2023. These changes were communicated with you via email on the 13th March and this was our first price increase in over 2 years (7% increase in price; 40% increase in speed).
We pride ourselves in our excellent customer service and should you still feel aggrieved then we are again reaching out for you to accept our call and talk to us.
If not, we humbly ask you to reconsider your review you have placed here.
Thank you
AQ Parker
We hope you are well
We have been trying to arrange a follow up call with you (since Wednesday 5th April) after Octotel had repaired your damaged Fibre line (on Monday 3rd April) 2 days after you had reported it, however you rep**** to us via WhatsApp indicating that you were not available/ready to chat to us until such time that you have messaged us back. We have not received any message back from you on this matter since.
We would have liked for you to reassess your review left here after your service was reconnected; and we had indicated this to you over WhatsApp as well.
We would like to give an account from our side in reply to the issues you raised in your review:
A reply time of 3-4 minutes is well within the ISP industry’s standard reply times to chat to a real person for WhatsApp messages .
On Saturday 1st April you had messaged us on 2 separate occasions:
- The first time in the morning sending us a pic of your Octotel ONT having red lights on them – after some troubleshooting questions a ticket was logged with Octotel within 20 minutes (as load shedding delayed your confirmation of red lights on the ONT at the time) of your first message received.
- The second, in the afternoon showing the Octotel outside wall box being vandalised – a ticket was logged with Octotel within 5 minutes after receiving the picture of your vandalised wall box .
On both occasions we had explained to you that the issue you were experiencing was not a fault of Krypton Web and that we have logged tickets (one for each instance) with Octotel for resolution, nor could we give you an estimated time of how long it may take Octotel to reply to the ticket for us to give you any feedback.
Furthermore a manager called you back that same evening within 2 hours after your request to speak with a manager.
Lastly our prices are linked to the FNO price structures and our prices and speeds increased (as did other ISPs) in line with Octotel’s speed and price changes effective 1st April 2023. These changes were communicated with you via email on the 13th March and this was our first price increase in over 2 years (7% increase in price; 40% increase in speed).
We pride ourselves in our excellent customer service and should you still feel aggrieved then we are again reaching out for you to accept our call and talk to us.
If not, we humbly ask you to reconsider your review you have placed here.
Thank you
AQ Parker
Krypton Web's reply17 Apr 2023, 22:40
Official
Hi Nadine N. (Summer S)
We hope you are well
We have been trying to arrange a follow up call with you (since Wednesday 5th April) after Octotel had repaired your damaged Fibre line (on Monday 3rd April) 2 days after you had reported it, however you rep**** to us via WhatsApp indicating that you were not available/ready to chat to us until such time that you have messaged us back. We have not received any message back from you on this matter since.
We would have liked for you to reassess your review left here after your service was reconnected; and we had indicated this to you over WhatsApp as well.
We would like to give an account from our side in reply to the issues you raised in your review:
A reply time of 3-4 minutes is well within the ISP industry’s standard reply times to chat to a real person for WhatsApp messages .
On Saturday 1st April you had messaged us on 2 separate occasions:
On both occasions we had explained to you that the issue you were experiencing was not a fault of Krypton Web and that we have logged tickets (one for each instance) with Octotel for resolution, nor could we give you an estimated time of how long it may take Octotel to reply to the ticket for us to give you any feedback.
Furthermore a manager called you back that same evening within 2 hours after your request to speak with a manager.
Lastly our prices are linked to the FNO price structures and our prices and speeds increased (as did other ISPs) in line with Octotel’s speed and price changes effective 1st April 2023. These changes were communicated with you via email on the 13th March and this was our first price increase in over 2 years (7% increase in price; 40% increase in speed).
We pride ourselves in our excellent customer service and should you still feel aggrieved then we are again reaching out for you to accept our call and talk to us.
If not, we humbly ask you to reconsider your review you have placed here.
Thank you
AQ Parker
We hope you are well
We have been trying to arrange a follow up call with you (since Wednesday 5th April) after Octotel had repaired your damaged Fibre line (on Monday 3rd April) 2 days after you had reported it, however you rep**** to us via WhatsApp indicating that you were not available/ready to chat to us until such time that you have messaged us back. We have not received any message back from you on this matter since.
We would have liked for you to reassess your review left here after your service was reconnected; and we had indicated this to you over WhatsApp as well.
We would like to give an account from our side in reply to the issues you raised in your review:
A reply time of 3-4 minutes is well within the ISP industry’s standard reply times to chat to a real person for WhatsApp messages .
On Saturday 1st April you had messaged us on 2 separate occasions:
- The first time in the morning sending us a pic of your Octotel ONT having red lights on them – after some troubleshooting questions a ticket was logged with Octotel within 20 minutes (as load shedding delayed your confirmation of red lights on the ONT at the time) of your first message received.
- The second, in the afternoon showing the Octotel outside wall box being vandalised – a ticket was logged with Octotel within 5 minutes after receiving the picture of your vandalised wall box .
On both occasions we had explained to you that the issue you were experiencing was not a fault of Krypton Web and that we have logged tickets (one for each instance) with Octotel for resolution, nor could we give you an estimated time of how long it may take Octotel to reply to the ticket for us to give you any feedback.
Furthermore a manager called you back that same evening within 2 hours after your request to speak with a manager.
Lastly our prices are linked to the FNO price structures and our prices and speeds increased (as did other ISPs) in line with Octotel’s speed and price changes effective 1st April 2023. These changes were communicated with you via email on the 13th March and this was our first price increase in over 2 years (7% increase in price; 40% increase in speed).
We pride ourselves in our excellent customer service and should you still feel aggrieved then we are again reaching out for you to accept our call and talk to us.
If not, we humbly ask you to reconsider your review you have placed here.
Thank you
AQ Parker