How are these people running a "customer focused" business?

Shocking and awful customer experience.

I was a very happy client of Nepic (Fibre To The Home) and through a series of unfortunate acquisitions I became one of countless Supersonic victims. Getting through to the right people to begin with is a problem. Even if you select the correct option i.e. technical support etc - you will almost certainly need to speak to more than one person and explain yourself over and over. My experience of the staff is that they are not fond of listening properly and will do pretty much anything to push you to someone else to get your problem solved. The endless waiting while being pushed between departments - and then waiting for feedback as promised - which never comes. In the area I live in - there are entire complexes that are shifting service providers because we are fed up. It seems like there are endless excuses for poor service and most popular has been blaming upstream service providers among several others. I cannot wait to move to another company - but am dependent on a process driven by Supersonic to release my line. Something has gone awfully wrong for Supersonic - maybe growing too quick or something else like that but the internal processes lack forethought. An example - is that technical support staff - once they have received a client query from the call centre to resolve - will automatically close the service ticket in 24 hours if they haven't heard from the client. Seriously??? Who thought that was a good idea for ensuring clients are getting what they ask? A process where a customer has to keep following up (and the calls to the call centre get lengthy - repeatedly). Unbelievable.