1 reviews | Active since Apr 2011
From Hero to zero in a few short months...
It irks me to have to write this, because my relationship with Supersonic started so well in August 2019. They were very responsive (quick on Whatsapp) and fibre to the home connectivity was reliably fast.
When I've had to contact them on 3 occassions over the last 3 weeks, I've been appalled at how slow they are to respond. They pretty much force you to use their Whatsapp number to chat to them (it's that, email or phone. No online chat or SMS). With Whatsapp being an instant message platform, this gives you the impression that they intend to offer 'instant' service.
This couldn't be further from the truth. The best 'human' response time (they have bots) has been 25 minutes. And it's not even a proper conversation. If you reply to a message instantly it's anybody's guess how long it will be before the next response. There have been times when it takes a full day for them to respond on Whatsapp!? What's the point? I need help from them...not a pen pal!
I sang their praises to my neighbours when I signed up, especially because they were rated the no.1 fibre ISP on MyBroadband late in 2019. When my neighbours heard that they had been bought by MTN they told me they wouldn't go near them with a barge pole. It seems they were right.
I see everything is up and running, thank you for confirming. We are certainly trying our best to reduce the response times.
Thank you for sticking it through with us. If you need any assistance you have my details.
Bright regards,
Michelle
I see everything is up and running, thank you for confirming. We are certainly trying our best to reduce the response times.
Thank you for sticking it through with us. If you need any assistance you have my details.
Bright regards,
Michelle
Thanks for the call this evening. Your team's fragmented communication today was a little better and my connectivity was restored within 90 minutes of contact.
As I said, network quality and consistency have been really good for the 5 months that I've been with Supersonic. It's the team's response times that needs work and the need for them to start and complete a conversation in a reasonable time frame.
That the team cares enough to get you to call me helps to restore some faith. Good luck on the road ahead. I look forward to rating you guys 5 stars in time to come.
Regards
Randolph
Thanks for the call this evening. Your team's fragmented communication today was a little better and my connectivity was restored within 90 minutes of contact.
As I said, network quality and consistency have been really good for the 5 months that I've been with Supersonic. It's the team's response times that needs work and the need for them to start and complete a conversation in a reasonable time frame.
That the team cares enough to get you to call me helps to restore some faith. Good luck on the road ahead. I look forward to rating you guys 5 stars in time to come.
Regards
Randolph