KK
Khanyisa K
1 reviews | Active since Jan 2022
15 Feb 2025, 18:27
Dissapointing customer service
The customer service at Surf4life is at the bottom of the barrel. My internet is disconnected from the fiber line and I emailed not response, called them and the robot said I'm number 1 on the line yet it took the customer service agent over 20min to answer my call and I spent 50rand on call waiting for assistance. Once they answered my airtime got depleted and I was not called back I had to buy more airtime to call and get assistance, only to be told my issue will need an engineer to fix and that may take up to 72 hours considering it is the weekend. #1. I work from home, why do they not have engineers on stand by for such issues? They are not reliable and have the worst reps.
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Surf4Life's replyOfficial
18 Feb 2025, 15:09 Hi Khanyisa,
Thank you for drawing our attention to this issue. We genuinely value your business, and we deeply regret the frustration caused by our response times and the lack of communication. It’s certainly not the standard of service we strive to provide. Your feedback will be reviewed internally to ensure we improve our processes, especially when it comes to response times and minimizing wait times for customers. We understand how frustrating long call wait times can be, and we & It seems that this has become an issue, and we will certainly look into it to improve our response times and overall service.
It is crucial that we take all necessary precautions to conduct a thorough investigation and ensure our staff consistently uphold professionalism and helpfulness. While we aim to resolve all issues as swiftly as possible, please note the following regarding our Service Level Agreement (SLA):
We guarantee the resolution of technical tickets within 2 business days and fibre-related tickets within 3 business days. These resolution times are in accordance with our SLA and are subject to the nature and complexity of the issue, as well as the availability of resources.
While we make every effort to meet these timelines, certain circumstances beyond our control may occasionally cause delays.
Our technicians are generally scheduled to work during business hours, from Monday to Friday, between 8:00 AM and 5:00 PM. This is because individual faults and repairs are addressed during these hours, while emergency site outages are prioritized outside of regular hours. We aim to balance our resources effectively and ensure high-quality service during business hours.
We understand that these limitations can be inconvenient, and we truly appreciate your patience. Please know that we are always working to improve our service and may review these factors in the future.Regarding ticket s4lsup-***, which is associated with ticket s4lsup-***, I can confirm that the issue was resolved within the SLA.
if you have any further concerns or questions, please don’t hesitate to reach out.
Thank you for drawing our attention to this issue. We genuinely value your business, and we deeply regret the frustration caused by our response times and the lack of communication. It’s certainly not the standard of service we strive to provide. Your feedback will be reviewed internally to ensure we improve our processes, especially when it comes to response times and minimizing wait times for customers. We understand how frustrating long call wait times can be, and we & It seems that this has become an issue, and we will certainly look into it to improve our response times and overall service.
It is crucial that we take all necessary precautions to conduct a thorough investigation and ensure our staff consistently uphold professionalism and helpfulness. While we aim to resolve all issues as swiftly as possible, please note the following regarding our Service Level Agreement (SLA):
We guarantee the resolution of technical tickets within 2 business days and fibre-related tickets within 3 business days. These resolution times are in accordance with our SLA and are subject to the nature and complexity of the issue, as well as the availability of resources.
While we make every effort to meet these timelines, certain circumstances beyond our control may occasionally cause delays.
Our technicians are generally scheduled to work during business hours, from Monday to Friday, between 8:00 AM and 5:00 PM. This is because individual faults and repairs are addressed during these hours, while emergency site outages are prioritized outside of regular hours. We aim to balance our resources effectively and ensure high-quality service during business hours.
We understand that these limitations can be inconvenient, and we truly appreciate your patience. Please know that we are always working to improve our service and may review these factors in the future.Regarding ticket s4lsup-***, which is associated with ticket s4lsup-***, I can confirm that the issue was resolved within the SLA.
if you have any further concerns or questions, please don’t hesitate to reach out.
Surf4Life's reply18 Feb 2025, 15:09
Official
Hi Khanyisa,
Thank you for drawing our attention to this issue. We genuinely value your business, and we deeply regret the frustration caused by our response times and the lack of communication. It’s certainly not the standard of service we strive to provide. Your feedback will be reviewed internally to ensure we improve our processes, especially when it comes to response times and minimizing wait times for customers. We understand how frustrating long call wait times can be, and we & It seems that this has become an issue, and we will certainly look into it to improve our response times and overall service.
It is crucial that we take all necessary precautions to conduct a thorough investigation and ensure our staff consistently uphold professionalism and helpfulness. While we aim to resolve all issues as swiftly as possible, please note the following regarding our Service Level Agreement (SLA):
We guarantee the resolution of technical tickets within 2 business days and fibre-related tickets within 3 business days. These resolution times are in accordance with our SLA and are subject to the nature and complexity of the issue, as well as the availability of resources.
While we make every effort to meet these timelines, certain circumstances beyond our control may occasionally cause delays.
Our technicians are generally scheduled to work during business hours, from Monday to Friday, between 8:00 AM and 5:00 PM. This is because individual faults and repairs are addressed during these hours, while emergency site outages are prioritized outside of regular hours. We aim to balance our resources effectively and ensure high-quality service during business hours.
We understand that these limitations can be inconvenient, and we truly appreciate your patience. Please know that we are always working to improve our service and may review these factors in the future.Regarding ticket s4lsup-***, which is associated with ticket s4lsup-***, I can confirm that the issue was resolved within the SLA.
if you have any further concerns or questions, please don’t hesitate to reach out.
Thank you for drawing our attention to this issue. We genuinely value your business, and we deeply regret the frustration caused by our response times and the lack of communication. It’s certainly not the standard of service we strive to provide. Your feedback will be reviewed internally to ensure we improve our processes, especially when it comes to response times and minimizing wait times for customers. We understand how frustrating long call wait times can be, and we & It seems that this has become an issue, and we will certainly look into it to improve our response times and overall service.
It is crucial that we take all necessary precautions to conduct a thorough investigation and ensure our staff consistently uphold professionalism and helpfulness. While we aim to resolve all issues as swiftly as possible, please note the following regarding our Service Level Agreement (SLA):
We guarantee the resolution of technical tickets within 2 business days and fibre-related tickets within 3 business days. These resolution times are in accordance with our SLA and are subject to the nature and complexity of the issue, as well as the availability of resources.
While we make every effort to meet these timelines, certain circumstances beyond our control may occasionally cause delays.
Our technicians are generally scheduled to work during business hours, from Monday to Friday, between 8:00 AM and 5:00 PM. This is because individual faults and repairs are addressed during these hours, while emergency site outages are prioritized outside of regular hours. We aim to balance our resources effectively and ensure high-quality service during business hours.
We understand that these limitations can be inconvenient, and we truly appreciate your patience. Please know that we are always working to improve our service and may review these factors in the future.Regarding ticket s4lsup-***, which is associated with ticket s4lsup-***, I can confirm that the issue was resolved within the SLA.
if you have any further concerns or questions, please don’t hesitate to reach out.