Miserably Inadequate Service

It is with great sadness that I write to this review on the back of the most horrific service I’ve ever experienced.

On Thursday evening at 21h45 I was busy working, I suddenly lost internet connectivity. I tried to reset my wi-fi router without any join. That’s when I discovered that the lights on the ONT was off. I tried to unplug the device at the power supply and plug it back in, in an attempt to get the signal back up, but still no joy.

I had to leave everything I was busy with and wait until first thing Friday morning the 2nd Oct 2020. I called my “trusted” service provider SUPERSONIC and managed to get a hold of a lady Lorna Kwela at 08:10am with the hope that we’ll have the problem resolved speedily. To my surprise I was given empty promises as this individual promised to call me back before the end of her shift. NEVER HAPPENED !!!

Desperately trying to get this issue resolved as an SME working from home I called SUPERSONIC again at 16:25 hoping that someone will hear my frustration and desperation to get my fibre signal back up but I’m afraid this fell on deaf ears as I dealt with this most unhelpful person ever Rose Adams. This “SUPERSONIC SUPER STAR” tried everything in her power to shove their processes down my throat and promising that a technician would call me to make arrangement to come and investigate the matter.

At this stage I was completely disgusted and tried to come to terms with the fact that I was not going to get any joy from my so called “Internet Service Provider”. I waited the entire Saturday of the 03rd Oct 20’ for someone to call me and guess what, no one called. I SUPPOSE I HAD MY HOPES UP HIGH THINKING THAT SUPERSONIC ACTUALLY CARED ABOUT THEIR CLIENTS. Guess what, they actually do because they have a service level agreement with the FNO -VUMATEL to send automated messages within 24hr. I received an sms on my mobile 21h40 Saturday night with a ticket no.ISP-220806 claiming to have the issue investigated at 9am Sunday morning without confirming my availability. HOW REDICULOUS IS THIS !!!

Giving SUPERSONIC the benefit of the doubt, I called their call centre again Sunday morning at 07:45am in an attempt to make arrangements for them to reschedule the technician for after church, this attempt was clearly in vain. I spoke to a lady Princess Phungula who was no better then any of the previous “SUPERSONIC SUPERSTARS”. I eventually demanded to speak to her supervisor Rosco Haripersad. All these “SUPERSONIC SUPERSTARS” including the supervisor could not help me, but trying to make me understand that the ticket has been logged for 9am and they can’t change it. Apparently I was suppose to get someone over the age of 85years old to stay home and not go to church to accommodate the schedule of the technician.

I PRACTICALLY BEGGED ROSCO TO ARRANGE FOR A TECHNICIAN TO COME OUT ANY TIME AFTER 1 O’CLOCK ON SUNDAY AFTERNOON, BUT MY REQUEST FELL ON DEAF EARS AS SUPERSONIC AND VUMA CLEARLY DON’T CARE. WON’T RECOMMEND ANYONE TO TAKE UP SERVICE WITH THESE “SUPERFAILURES” !!!