AW
Andrew W
1 reviews | Active since Dec 2019
25 May 2024, 09:32
Customer support is shockingly bad
Amazing when I got them years ago, but their support the past year has been aweful. Things go wrong I get that, but you in the dark and they will tell you to restart your router for up to a week before dealing with the problem to get connected. Their customer support is totally unacceptable.
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Replies (2)0
Replies (2)
Supersonic 's replyOfficial
27 May 2024, 12:55Good day, Andrew,
On behalf of Supersonic, I sincerely apologise for the negative experience.
Anything less than ensuring you receive a satisfactory customer experience is completely unacceptable.
I have requested our technical support team to look into the escalation process.
Kind regards,
AM
On behalf of Supersonic, I sincerely apologise for the negative experience.
Anything less than ensuring you receive a satisfactory customer experience is completely unacceptable.
I have requested our technical support team to look into the escalation process.
Kind regards,
AM
Best regards,
Supersonic 's reply27 May 2024, 12:55
Official
Good day, Andrew,
On behalf of Supersonic, I sincerely apologise for the negative experience.
Anything less than ensuring you receive a satisfactory customer experience is completely unacceptable.
I have requested our technical support team to look into the escalation process.
Kind regards,
AM
On behalf of Supersonic, I sincerely apologise for the negative experience.
Anything less than ensuring you receive a satisfactory customer experience is completely unacceptable.
I have requested our technical support team to look into the escalation process.
Kind regards,
AM
Best regards,
AW
Andrew W's updateReviewer Update
27 May 2024, 14:19I have already cancelled my service. That in itself was a multi-day process. It was also very concerning that nobody cared that I wanted to leave.
Once I got hold of someone to talk to, not the standard silly WhatsApp response, they told me to go to the site to cancel. I went to the site, which was under maintenance for many days. Because I am an old client, I had to use a separate login once the login feature started working. That was under maintenance and still is—terrible service.
Worst still, I am so disappointed that when I wanted to leave, I was told you were holding my line for another month and a half. Even when I said I would pay you the month and extra to get my line released. It made no sense to keep the line. I never wanted to experience your customer service again, yet in that final stretch, I had to deal with you again. Just as poor as previously experienced. Happy to be leaving your service.
Once I got hold of someone to talk to, not the standard silly WhatsApp response, they told me to go to the site to cancel. I went to the site, which was under maintenance for many days. Because I am an old client, I had to use a separate login once the login feature started working. That was under maintenance and still is—terrible service.
Worst still, I am so disappointed that when I wanted to leave, I was told you were holding my line for another month and a half. Even when I said I would pay you the month and extra to get my line released. It made no sense to keep the line. I never wanted to experience your customer service again, yet in that final stretch, I had to deal with you again. Just as poor as previously experienced. Happy to be leaving your service.
AW
Andrew W's update27 May 2024, 14:19
Reviewer Update
I have already cancelled my service. That in itself was a multi-day process. It was also very concerning that nobody cared that I wanted to leave.
Once I got hold of someone to talk to, not the standard silly WhatsApp response, they told me to go to the site to cancel. I went to the site, which was under maintenance for many days. Because I am an old client, I had to use a separate login once the login feature started working. That was under maintenance and still is—terrible service.
Worst still, I am so disappointed that when I wanted to leave, I was told you were holding my line for another month and a half. Even when I said I would pay you the month and extra to get my line released. It made no sense to keep the line. I never wanted to experience your customer service again, yet in that final stretch, I had to deal with you again. Just as poor as previously experienced. Happy to be leaving your service.
Once I got hold of someone to talk to, not the standard silly WhatsApp response, they told me to go to the site to cancel. I went to the site, which was under maintenance for many days. Because I am an old client, I had to use a separate login once the login feature started working. That was under maintenance and still is—terrible service.
Worst still, I am so disappointed that when I wanted to leave, I was told you were holding my line for another month and a half. Even when I said I would pay you the month and extra to get my line released. It made no sense to keep the line. I never wanted to experience your customer service again, yet in that final stretch, I had to deal with you again. Just as poor as previously experienced. Happy to be leaving your service.