2 to 3 days turn around is pathetic

Item: Surf4Life
Rating: 2
Author: Mutondi R

I haven't had any issues with surf4life since I moved in to the Junction 3 but it seems when you need their help there is no sense of urgency, we have had no internet since yesterday on sunday and I have logged numerous calls and we are being told that their turn around time is 2 to 3 business days, that is so pathetic! I would think as a reputable business you would have technicians on stand-by to assist your clients. You seriously cannot expect us to wait for 3 days without internet. Do better, I am seriously tempted to start a contract with another provider now.

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Replies (2)

Mutondi R's updateReviewer Update

18 Jul 2023, 14:13

The customer care unit at Surf4life contacted me and apologized for the inconvenience I experienced and explained their terms and conditions to me and the reason in delay with the repair in my unit. They have promised to credit my unit with the internet for the days that I did not have any internet, its great to see that they care about their clients and I appreciate them reaching out to me.

Mutondi R's update18 Jul 2023, 14:13

Reviewer Update

Surf4Life's replyOfficial

18 Jul 2023, 15:15

Good day Mutondi

Thank you for taking my call

As discussed, we sincerely apologise for the delay in resolving your ticket, and we are pleased to hear that everything has been fully operational since the resolve.

Also as discussed, regarding the SLA:

Here's why it's necessary:

It explains what services the company will give you, like internet speed and reliability.
It sets standards for how well the company should perform, like how often the internet should work and how quickly they should fix problems.
It tells you how to get help when you need it and how long it should take for them to respond and fix things.
It holds the company responsible for providing what they promised. If they don't meet the standards, there may be compensation or other solutions.
It helps you feel more confident in the company because they are being open and clear about what they will do for you.

Overall, the SLA is a way for the company and the customer to agree on what the service will be like and make sure both sides are treated fairly.

Please do not hesitate to let me know should you require any further assistance

Warm Regards
Customer Care

Surf4Life's reply18 Jul 2023, 15:15

Official

It explains what services the company will give you, like internet speed and reliability.
It sets standards for how well the company should perform, like how often the internet should work and how quickly they should fix problems.
It tells you how to get help when you need it and how long it should take for them to respond and fix things.
It holds the company responsible for providing what they promised. If they don't meet the standards, there may be compensation or other solutions.
It helps you feel more confident in the company because they are being open and clear about what they will do for you.