EM
Eddie M
1 reviews | Active since Nov 2025
17 Nov 2025, 10:32
Good day, I would like to raise my concern regarding the service I received
Good day, I would like to raise my concern regarding the service I received. I had no internet the entire weekend, including on Saturday when I tried to log my accident. When I followed up on Monday, I was told that it is still counted as “one day” and therefore I cannot be assisted. I pay for this service every month without fail, so I find it unfair that I am now denied assistance when I genuinely had no connectivity. Please review my case urgently and advise on a solution.
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Surf4Life's replyOfficial
24 Nov 2025, 10:48Hi Eddie,
Thank you for raising your concern, and we appreciate you taking the time to speak with our support team. We understand how critical reliable connectivity is, particularly in situations where urgent matters need to be addressed.
We have reviewed your case and want to assure you that it is never our intention to deny assistance. The “one day” reference relates to our ticket-logging process. Kindly note our Service Level Agreement (SLA): technical tickets are resolved within 2 business days, and fibre-related tickets within 3 business days. While we strive to meet these timelines, certain circumstances beyond our control may occasionally cause delays.
We genuinely value your business and deeply regret any impression that we do not care for our customers. We treat all clients equally, and there is no bias in our service delivery.
Regarding the service you received from our technicians, please note that an internal investigation is underway based on the details you have provided. We take professionalism very seriously, and all our employees are expected to uphold the highest standards of conduct and service delivery.
We sincerely hope to earn and regain your confidence in our services.
Surf4Life's reply24 Nov 2025, 10:48
Official
Hi Eddie,
Thank you for raising your concern, and we appreciate you taking the time to speak with our support team. We understand how critical reliable connectivity is, particularly in situations where urgent matters need to be addressed.
We have reviewed your case and want to assure you that it is never our intention to deny assistance. The “one day” reference relates to our ticket-logging process. Kindly note our Service Level Agreement (SLA): technical tickets are resolved within 2 business days, and fibre-related tickets within 3 business days. While we strive to meet these timelines, certain circumstances beyond our control may occasionally cause delays.
We genuinely value your business and deeply regret any impression that we do not care for our customers. We treat all clients equally, and there is no bias in our service delivery.
Regarding the service you received from our technicians, please note that an internal investigation is underway based on the details you have provided. We take professionalism very seriously, and all our employees are expected to uphold the highest standards of conduct and service delivery.
We sincerely hope to earn and regain your confidence in our services.