SUPERSONIC is SUPER-NOT-READY for this market

I feel that this was a product that was rushed into the market too soon, before all the systems had been properly tested, probably to fill the void Cell-C left when they ditched their LTE customers. I've been a loyal customer with Telkom, but when they moved roaming to Vodacom, I was left with a faint signal that wasn't worth it.

Initially MTN's price was comparable with Telkom, but the down time, slow response from whatsapp staff and if you were lucky enough to get to a live support member, that was rare. I am on the internet a LOT, I used to go thru more than 400GB a month with telkom. Their top up prices are the same as their normal LTE bundles and a LOT cheaper than their 3G bundles.

I ran out of data early this month and despite me having roll over of 15GB data from last month, they still cut me off at 150GB anytime data. It was very throttled in the early hours of the morning. I must have tried 15 times to use their portal to buy Top up data. R699 for 100GB while their start of month cost is R799 for 300GB. Quite a shock to the system. Mr Helpful on the whatsapp desk said I should EFT Accounts, send them proof of payment and I should be reconnected within an hour or so.

Early this morning, I did an immediate payment, costing me a lot more than standard payment, and by 9pm I had the proof of payment which was sent off with a detailed letter. By 13:00 not a peep, so I go onto the whatsapp line again. You can't even call the call center, they cut you off before you get to talk to anyone. Mr Helpful responded to my WA message at 15:42 asking for the proof of payment, which was sent thru about 15 seconds after his message. It is now 2019 and I'm still waiting for a response or data on modem.

This is the transcript of the conversation.

2020/01/20, 18:47 - Messages to this chat and calls are now secured with end-to-end encryption. Mtn may use another company to store, read and respond to your messages and calls. Tap for more info. 2020/01/20, 18:47 - Mark: hi 2020/01/20, 18:48 - Mark: can an existing customer get more than one supersonic fixed WiFi package? 2020/01/21, 08:22 - Mtn: Thank you so much for contacting supersonic, yes you are able to have more that one active subscription. 2020/01/21, 13:37 - Mark: hi. I sent R699 plus proof of payment to your accounts this morning. when will my topup be loaded? 2020/01/21, 13:56 - Mark: also, why is my sim card blocked 2020/01/21, 14:01 - Mark: plus, I can't get into that card to switch off promotional SMS which clearly VB are not for me. 2020/01/21, 15:37 - Mark: hopefully I will get an answer today 2020/01/21, 15:42 - Mtn: Can you please send it here on our whatsapp platform so that we can get it allocated for you. 2020/01/21, 15:42 - Mark: <Media omitted> 2020/01/21, 16:08 - Mark: any joy? 2020/01/21, 16:32 - Mark: hello! 2020/01/21, 16:33 - Mark: I still see a red light this side 2020/01/21, 17:02 - Mark: IS THERE A PROBLEM LOADING THE TOPUP DATA? YOUVE BEEN AT IT FOR MOTE THAN AN HOUR. 2020/01/21, 18:26 - Mark: if it's ok with you guys, I'll be forwarding this conversation to your CEO and see if he thinks that this is an acceptable way to treat customer

MR CEO. Are you this blind to your customers complaints or perhaps that monstrous salary you are on has thickened that skin a little too much.