Poor customer service

During the onset of COVID, I found Supersonic and Vumatel to be excellent service providers, particularly when it came to signing up. Much of that positive experience, I now realize, was due to the dedication of a specific staff member who has since left. Unfortunately, the level of service has drastically declined.

The only way I was able to get a call back from Supersonic Fibre was by pretending to be a prospective new client. To my frustration, I received a call the very next day. As a long-standing loyal customer, all I needed was a simple address change—nothing more. I had contacted Supersonic at the beginning of April to arrange the move, which was only scheduled for the end of the month. On April 14th, I received confirmation that everything was set up. A new router was sent to me, and I was assured that the transition would be seamless—just plug in and go.

Unfortunately, this has been the most stressful part of moving house, which is already a challenging experience. For two weeks, I’ve been trying to get assistance—enduring 40-minute wait times on calls, repeated broken promises of callbacks from supervisors and management, and every email address I was given bounced back undelivered. Despite having no service, my account was still debited, and with an increase, no less.

@Supersonic and @Vumatel, this is simply unacceptable. It appears that your focus lies solely on acquiring new customers, while existing clients are neglected. This experience has been deeply disappointing, and I sincerely regret recommending your services to others. What I once believed to be excellent service was clearly the result of one exceptional staff member—not a reflection of the company as a whole.

I’m still willing to see if you care enough to respond to this public message, now that I’ve been forced to raise my concerns here. I hope this serves as a warning to others before they make the same mistake I did. ***