Supersonic ISP: BAD TO WORSE!

I wrote a review a month ago regarding the awful service I received from Supersonic. It has gone from bad to worse.

After having to physically visit the head office TWICE and persistently calling the call centre, I received my router two months after placing an order. A special thanks to a gentleman by the name of Themba at the head office who managed to assist in the delivery of the router.

The problem came from adding a third party collector to the delivery details. This never materialised (to this day) because the person responsible for this at Supersonic never ever attended to the ticket queries nor emails from RAM and Supersonic call center agents in order to advise 3rd party had been requested by the client in writing. I was told that this person is the Project Manager or coordinator handling our order.

Delivery aside, today I have a NEW problem that rests on the basis of whether the PM is in the mood to attend or not. Again, after waiting TWO months for the delivery of the router and not to mention, diligently paying for a service I had not received yet; I received a router with a SIM card that does not match the one allocated on the Supersonic system. The SIM has not been configured and I still am not connected to the internet.

I spent an hour on the phone with technical support just to find that the fault was the SIM card. I have been advised that it will take between 1 and 72 hours for the issue to be resolved. Again, I am told with each follow up call that the issue will be resolved once the Project manager provides feedback. Based on the track record of the PM, I am not holding my breath.

This is completely disappointing and disgraceful customer service. The only reason I have not cancelled with Supersonic is because I don’t see myself being reimbursed for the money already lost. This ISP is completely inefficient and I hope that I can eventually cancel it.

Shannon