JJ
Jorrie J
1 reviews | Active since Apr 2015
03 Jun 2020, 19:07
SuperFAILsonic.
Good evening.
I phoned regarding a line upgrade on 22 May 2020. Salesman assisted me to upgrade from my 10mbs line to 50mbs. I was a previous customer of Nepic, which was then carried over to Supersonic.
I also requested to add a VOIP line and handset to my profile. I received the reference number.
2020/06/01 I phoned your call centre, 10 times in a row, first 2 times speaking to a consultant, but being cut off on both calls. All the other calls thereafter, I spent in total more than an hour holding on the line. Its not a cheap call, plus this is on my expense. As this is a 0861 number. I even phoned on your 011 number.
The second consultant, before the call was dropped, stated that the upgrade was done, it is reflecting on the one system, but on (another) system its not being updated. That I need to speak to Technical dept. Then I was cut off... Upload speed is 16mbs and download speed is 10mbs.... My concern so far is that I will be billed for the upgrade and the end of the month for the upgraded line speed, but it is not upgraded fully?
Another problem is, the salesman stated that my free to use router that was included in my upgrade, that It will be sent to me via courier, but havent received anything thus far? At this moment I havent received any feedback regarding the delivery via courier? Or any call whatsoever.
Third and lastly, when is my VOIP due to be installed? When I phoned to request the VOIP package, the Sales lady stated that the installation team will contact me.. but nothing or no response received since? When is this going to be installed? Again no assistance/feedback received?
After numerous times contacting Supersonic on Whatsapp, I receiving a message;
“Y’ello , Thank you for contacting Supersonic!
Our Business Hours are:
Monday to Sunday from 7am to 10pm
A customer care agent will be in touch with you shortly.”
Again, no one is contacting me?
As a paying customer, new to Supersonic, I am really not happy about the service being received from Supersonic so far... With Nepic I never had any problems, they were quick to resolve any issues etc.
Please contact me urgently as I need to now what is the way forward?
I tried contacting Supersonic on Whatsapp, email, via phone, Facebook messenger even on Linkedin.... On their Facebook page is my last resort
With the absolute bad service and experience received so far, I am really thinking of changing to another ISP, away from Supersonic.
Helpful (0)
Replies (4)0
Replies (4)
Supersonic 's replyOfficial
05 Jun 2020, 12:38Hello Jorrie,
Apologies for the inconvenience and frustration that you have suffered. Kindly note that I have escalated your issue to one of our managers who will be in touch shortly.
Regards,
Sandra
Apologies for the inconvenience and frustration that you have suffered. Kindly note that I have escalated your issue to one of our managers who will be in touch shortly.
Regards,
Sandra
Best regards,
Supersonic 's reply05 Jun 2020, 12:38
Official
Hello Jorrie,
Apologies for the inconvenience and frustration that you have suffered. Kindly note that I have escalated your issue to one of our managers who will be in touch shortly.
Regards,
Sandra
Apologies for the inconvenience and frustration that you have suffered. Kindly note that I have escalated your issue to one of our managers who will be in touch shortly.
Regards,
Sandra
Best regards,
JJ
Jorrie J's updateReviewer Update
13 Jun 2020, 13:08Pathetic. Still no call from a manager since your response on 5 June?????????????
On 4 June I manage to speak to a consultant, Katlhego.
We had a quick run through this list of issues. I asked for a immediate cancellation, which he then confirmed was done on a follow up call from him.
He advised that it will be processed with immediate effect, that he will phone me back when it is finally through. Which I am STILL waiting for??????????????????????????? My connectivity is down? What is the problem of releasing my line???????????
This utter no care attitude is absolutely unacceptable. I will report this to the ombudsman, as myself as a consumer is now affected in a unfair way.
I now again, at my expense, made a EXPENSIVE CALL, to your callcentre. As per the consultant, my line is not being released, as cancellation shows “in progress”. What does Supersonic not understand about IMMEDIATE CANCELLATION?? And CONFIRMED by Katlhego that is is/will/had be done?? He advised that I need to send an email to cancellations@supersonic as well, which I did.... No reference received so far, not even after a follow up email????????
As per your callcentre, ALL CALLS ARE RECORDED, so go back and LISTEN all the Calls on 04/06/2020!!!!!!!!
I dont want to be associated with Supersonic as my ISP, as this premium paid being a month ahead, debit order went off on 25/05/2020 for the month of June, RELEASE MY LINE!!!!
Cant say awaiting your call, because that does clearly happen... PHONE ME BAC****
On 4 June I manage to speak to a consultant, Katlhego.
We had a quick run through this list of issues. I asked for a immediate cancellation, which he then confirmed was done on a follow up call from him.
He advised that it will be processed with immediate effect, that he will phone me back when it is finally through. Which I am STILL waiting for??????????????????????????? My connectivity is down? What is the problem of releasing my line???????????
This utter no care attitude is absolutely unacceptable. I will report this to the ombudsman, as myself as a consumer is now affected in a unfair way.
I now again, at my expense, made a EXPENSIVE CALL, to your callcentre. As per the consultant, my line is not being released, as cancellation shows “in progress”. What does Supersonic not understand about IMMEDIATE CANCELLATION?? And CONFIRMED by Katlhego that is is/will/had be done?? He advised that I need to send an email to cancellations@supersonic as well, which I did.... No reference received so far, not even after a follow up email????????
As per your callcentre, ALL CALLS ARE RECORDED, so go back and LISTEN all the Calls on 04/06/2020!!!!!!!!
I dont want to be associated with Supersonic as my ISP, as this premium paid being a month ahead, debit order went off on 25/05/2020 for the month of June, RELEASE MY LINE!!!!
Cant say awaiting your call, because that does clearly happen... PHONE ME BAC****
JJ
Jorrie J's update13 Jun 2020, 13:08
Reviewer Update
Pathetic. Still no call from a manager since your response on 5 June?????????????
On 4 June I manage to speak to a consultant, Katlhego.
We had a quick run through this list of issues. I asked for a immediate cancellation, which he then confirmed was done on a follow up call from him.
He advised that it will be processed with immediate effect, that he will phone me back when it is finally through. Which I am STILL waiting for??????????????????????????? My connectivity is down? What is the problem of releasing my line???????????
This utter no care attitude is absolutely unacceptable. I will report this to the ombudsman, as myself as a consumer is now affected in a unfair way.
I now again, at my expense, made a EXPENSIVE CALL, to your callcentre. As per the consultant, my line is not being released, as cancellation shows “in progress”. What does Supersonic not understand about IMMEDIATE CANCELLATION?? And CONFIRMED by Katlhego that is is/will/had be done?? He advised that I need to send an email to cancellations@supersonic as well, which I did.... No reference received so far, not even after a follow up email????????
As per your callcentre, ALL CALLS ARE RECORDED, so go back and LISTEN all the Calls on 04/06/2020!!!!!!!!
I dont want to be associated with Supersonic as my ISP, as this premium paid being a month ahead, debit order went off on 25/05/2020 for the month of June, RELEASE MY LINE!!!!
Cant say awaiting your call, because that does clearly happen... PHONE ME BAC****
On 4 June I manage to speak to a consultant, Katlhego.
We had a quick run through this list of issues. I asked for a immediate cancellation, which he then confirmed was done on a follow up call from him.
He advised that it will be processed with immediate effect, that he will phone me back when it is finally through. Which I am STILL waiting for??????????????????????????? My connectivity is down? What is the problem of releasing my line???????????
This utter no care attitude is absolutely unacceptable. I will report this to the ombudsman, as myself as a consumer is now affected in a unfair way.
I now again, at my expense, made a EXPENSIVE CALL, to your callcentre. As per the consultant, my line is not being released, as cancellation shows “in progress”. What does Supersonic not understand about IMMEDIATE CANCELLATION?? And CONFIRMED by Katlhego that is is/will/had be done?? He advised that I need to send an email to cancellations@supersonic as well, which I did.... No reference received so far, not even after a follow up email????????
As per your callcentre, ALL CALLS ARE RECORDED, so go back and LISTEN all the Calls on 04/06/2020!!!!!!!!
I dont want to be associated with Supersonic as my ISP, as this premium paid being a month ahead, debit order went off on 25/05/2020 for the month of June, RELEASE MY LINE!!!!
Cant say awaiting your call, because that does clearly happen... PHONE ME BAC****
JJ
Jorrie J's updateReviewer Update
13 Jun 2020, 13:34Confirmation of Immediate cancellation was on 04/06/2020 13:48
JJ
Jorrie J's update13 Jun 2020, 13:34
Reviewer Update
Confirmation of Immediate cancellation was on 04/06/2020 13:48
Supersonic 's replyOfficial
15 Jun 2020, 10:55Hello Jorrie,
Apologies for this, I am following up with Katlego to see what the hold up is. We will come back to you shortly to resolve.
Regards,
Sandra
Apologies for this, I am following up with Katlego to see what the hold up is. We will come back to you shortly to resolve.
Regards,
Sandra
Best regards,
Supersonic 's reply15 Jun 2020, 10:55
Official
Hello Jorrie,
Apologies for this, I am following up with Katlego to see what the hold up is. We will come back to you shortly to resolve.
Regards,
Sandra
Apologies for this, I am following up with Katlego to see what the hold up is. We will come back to you shortly to resolve.
Regards,
Sandra
Best regards,