Supersonic and its Call Center Fail Time and Time Again

On the 11th of July I wrote a review of a horrific experience with the Supersonic Call Centre over a 10 day period.

At the time I was soooo frustrated that I cancelled my subscription - as there was no resolution in sight. I was told I would get a call from Customer Services w.r.t. my cancellation. This never happened - and I assumed after my service started working again (based on my first HelloPeter complaint) that the cancellation would not go through - but it did. On the evening of 29 July (which is not the end of the month), my Internet was cut.

I phoned the Call Centre on the afternoon of 31 July and was told that my subscription had been cancelled - and I asked for it to be reactivated. My account had a credit of over R1000 with Supersonic. so financially there was no issue reactivating the account.

It is now the morning of 9 August - 10 days later - and I am still not connected. I have had two CAS (Case) numbers provided to me - once again spent hours on the phone to the Call Center - had all sorts of promises made to me about connectivity being restored - and still nothing.

On Friday evening I was put on hold by a Call Centre Agent - and 50 minutes later I was still waiting. I phoned again and was promised a call back before 10pm by the Call Center Agent - no call back. Yesterday morning I spoke to an agent named West at the Call Center (who told me I could not speak to his manager Kumen) but told me I would get a call from a technician before 10 pm last night - I did not receive a call. This morning (7.41 am) I was told that I would have my re-connection within 15 minutes - that didn't happen. I phoned again and was promised a call back by 9.30am. That deadline has also passed - no call back.

What is scary about this situation is that in the past 1 month there have been in excess of 15 pages of complaints (not complaints, 15 PAGES of complaints) on HelloPeter about Supersonic and its service. Every HelloPeter response seems to be managed by Sandra.

It has become clear that the Supersonic Call Center is not being supported by a "proper" enterprise-grade Call Center system. Every time a call is transferred to a new area of the Call Center, I have been requested to provide my ID number again, and again, and again. Enterprise-grade Call Center solutions transfer not only the call but a link to the Customer account details associated with that call. This does not happen with the Supersonic Call Center.

Also, it is clear that there is no ability to escalate a call within the Supersonic Call Center process - many/most Call Centers allow you to speak to a Supervisor - this is not possible with Supersonic.

So Sandra, this is a request to resolve my current issue - you have my money (again) - and I have no service (again). But more importantly - how do you explain the absolute deluge of unhappy Supersonic customers who have lodged complaints on HelloPeter in the past month? It is getting worse - not better. Surely someone inside MTN has to be informed about this - and surely something has to be done about this?

Someone at MTN needs to step up and be honest with Supersonic customers as to why we are in this situation - and what MTN is going to do about it (or not do about it) - and why Supersonic and MTN think it is OK for customers to be treated this way.

I look forward to your response.