WORST ISP PROVIDER IN AFRICA

I Don’t normally write such contentious emails about SA business’s but the past 6 months dealing with supersonic highlights the gross incompetence of a majority the SA consumer landscape in many sectors but in this case Supersonic Fibre, The internet service provider, simply put, is the worse client experience I have ever witnessed or experienced across our SA landscape and sector

I don’t advocate review websites that promote reviews after one interaction with a service provider or merchant but after 6 months of despicable service I’m completely obliged to tell Soutj Africans they deserve better and to STAY AWAY FROM SUPERSONIC ISP, they operate like a fly by night business and have no desire to meet any regulatory or industry standards.

My ordeal with them started at onboard but the effort it requires to change ISP’s left me with no choice but to stay the course until a year into my contract.

In January, I sent a simple request to change my nominated banking details. A simple request turned into at least 20 phones calls with consultants you couldn’t hear, call backs that never happened, consultants hanging up because they couldn’t answer simple questions and wait times up to 55 minutes one occasion. When I eventually laid a complaint, miracoulsy my account details were updated but they couldn’t even bother to let me know, again, I only found out after numerous calls.

This started a catalogue of errors, including double billing me one month because they decided to change there billing system from an areares based system to an advance – no warning, no communication just a one word answer on a ‘ticket system’ that stipulated a legal clause in the original contract that says they can change the terms at any point. This firstly higfhlights the ethical standards of the business but more importantly the lack of empathy you are subjected to. There is zero client centricity built into there service model.

On top of this, as there were no comms, it took me another 8 phones calls to get hold of somebody who could articulate the issue.

2 months later, I was again double billed, again numerous calls and me reconciling statements to invoices did they finally send a credit note and reverse the double debit. No apology just a simple ‘ it was a technical error’.

I finally decided to change providers, byt this time I was explaining to the call center consultanats how there own billing service works. But of course, they again billed me incorrectly and still charging me after I cancelled the contract. This again was escalated; a supervisor took over the complaint and had the audacity to tell me the debit order was still active after 2 months and I had to escalate it which was laughable considering he was the escalation point!

The level of service is obviolusly engrained in the entire support center and business models. On 4 seprate occasiosns I was promised a supervisor would call me he never did

On my last attempt, they physically walked over to him and passed the phone to the supervisor who promised they would look into the query and send me his direct contats details on email – guess what, I never received an email (after he confirmed he had the right one )

There is no desire to help clients or protect the brand. It’s a Job and nothing more so my advise is, move to a provider that does care and is invested in the brand the reputation of the business

Simply put – STAY AWAY FROM THIS BUSINESS – I have gone to Afrihost and its like dealing with a Google vs a 5th world service provider , don’t wasn’t your time considering SUPERSONIC They are *********** and have no future in the industry