1 reviews | Active since Aug 2023
NO INTERNET AT ALL SINCE I SIGNED UP WITH SUPERSONIC IN APRIL 2023
To Whom It May Concern:
The following is a copy of an enquiry I sent to the abovementioned company on 8 August 2023 (15 days ago), and not a single action taken, or even an email of aknowledgement. I have never in my life written a bad review about anything, even when service or a product is sub-par, but I'm absolutely disgusted with the contempt SuperSonic has treated me as a paying customer, SINCE APRIL:
"I've been patient. I've used the WhatsApp support function numerous times between May and July (of SuperSonic). I'm now overseas, where I work on a cruise ship, so my brother tried as well when he was in South Africa (he currently lives in Australia). We were PROMISED a technician would fix the issue. Nothing happened. I have never in my life received such no-care, terrible service. I DEMAND every cent back that was charged to my bank account for a service I have not been provided. As you can see on the attached document, after the 100th WhatsApp and call, the SuperSonic technician AT LAST agreed to what I've been reporting since the beginning of May 2023. We have NO INTERNET access at (my address has been deleted), George, and yet I've been charged in full since the same month. Now, I insist that you send a technician over within THIS WEEK AND FIX THE ISSUE, so my elderly mother and grandmother can actually communicate with me abroad PLUS REFUND ME THE DEDUCTED MONEY FOR MAY, JUNE AND JULY (Now also AUGUST) 2023 IMMEDIATELY. Otherwise I will cancel this service, you can immediately come and remove your dish and hardware, and I will report your company and service on HalloPeter, Facebook and with the Consumer Protection Act agency."
It does not feel nice slating a company that provided excellent service to my brother (at the exact same address) until April 2022, but this issue has been costing me money, and in return I have a dish and a router and a cable and ZERO INTERNET CONNECTION, for 4 months straight.
Kind regards Louis Grobbelaar
PS: I am overseas, as mentioned in the above review, so can ONLY be contacted via WhatsApp (my number is on file) or email. NOT mobile calls or texts.
On behalf of Supersonic, I am here to apologise for the inconvenience we caused you with regards to your AirFibre installation.
We regret that this has gone past our turnaround time, and we are taking this incident seriously and appropriate measures are being implemented.
I have requested our 2nd Line Technical Support to urgently assist. Furthermore, kindly reply privately with the alternate contact's name and number in case an onsite intervention is needed.
Kind regards,
AM
On behalf of Supersonic, I am here to apologise for the inconvenience we caused you with regards to your AirFibre installation.
We regret that this has gone past our turnaround time, and we are taking this incident seriously and appropriate measures are being implemented.
I have requested our 2nd Line Technical Support to urgently assist. Furthermore, kindly reply privately with the alternate contact's name and number in case an onsite intervention is needed.
Kind regards,
AM
Unfortunately, even after this issue was reported on 23 August, and your business rep**** on 24 August, NOTHING WHATSOEVER has been done. The only action taken by SuperSonic was to reopen the WhatsApp case number, and send my elderly mother WhatsApp enquiries as to what is wrong. My mother has to purchase her own data (being a state pensioner), and thus can't afford to reply constantly on your WhatsApp messages. This is due to paying for your service (so she could have permanent WiFi access) since April 2023, but waiting for ANY Wifi access whatsoever until now - SEPTEMBER 2023. Once again SuperSonic has tried to deduct R599.00 from my cheque account, now amounting to R3594.00 for a service not being provided.
SuperSonic already established on 30 June 2023 under ticket no #SST179271 that there was no Internet on my premises, with error code 651, even after rebooting and reconfiguring the system. My brother, was promised on the very same day that a technician would be sent to fix the issue, as the SuperSonic Head Office did not understand the issue either. It's now been 65 days later, with the technician still on the way, and my money NOT returned.
SuperSonic, please correct the issue by close of business on Friday, 8 September 2023, or legal action will be taken.
Kind regards
Unsatisfied customer
Unfortunately, even after this issue was reported on 23 August, and your business rep**** on 24 August, NOTHING WHATSOEVER has been done. The only action taken by SuperSonic was to reopen the WhatsApp case number, and send my elderly mother WhatsApp enquiries as to what is wrong. My mother has to purchase her own data (being a state pensioner), and thus can't afford to reply constantly on your WhatsApp messages. This is due to paying for your service (so she could have permanent WiFi access) since April 2023, but waiting for ANY Wifi access whatsoever until now - SEPTEMBER 2023. Once again SuperSonic has tried to deduct R599.00 from my cheque account, now amounting to R3594.00 for a service not being provided.
SuperSonic already established on 30 June 2023 under ticket no #SST179271 that there was no Internet on my premises, with error code 651, even after rebooting and reconfiguring the system. My brother, was promised on the very same day that a technician would be sent to fix the issue, as the SuperSonic Head Office did not understand the issue either. It's now been 65 days later, with the technician still on the way, and my money NOT returned.
SuperSonic, please correct the issue by close of business on Friday, 8 September 2023, or legal action will be taken.
Kind regards
Unsatisfied customer
Yours sincerely
Louis
Yours sincerely
Louis