1 reviews | Active since Nov 2023
Not getting what I’m paying for, followed by terrible customer service
For the past month I’ve been experiencing terribly slow Internet. I’ve logged multiple tickets only to find they close those tickets without investigating. This week, I decided to call them cause I log tickets and I get no response. The one gentleman I spoke to by the name of khaya said the matter is with a Technician and he would call me the next day with an update. That call never came I had to call him, he again told me that matter is with a technician and promised to call me the following morning as his shift will be changing, guess what, that phone call never happened. I didn’t call because I went to the office so I had no idea how my Internet was performing. Yesterday I received a call from a lady by the name of Rosalia, I was again at the office, she couldn’t help but promised to call me back the following day. And in true Surf4Life customer service, that phone call never came. I called her at 4pm and she tells me she was going to call me. This girl has no sense of customer service, I called her, she didn’t call me and she wants to explain herself before I can talk to her about my frustration and she has the nerve to tell me I must allow her to speak while I was quiet and giving her the opportunity to speak. She became frustrated and raised her voice at me while on a phone call that I made to her, she didn’t call me and if I wanted to vent about the poor service it was my call.
Further more she dropped the call on me after keeping me on hold and when I called back to speak to her I was put on a dead line and I eventually hanged up.
I would like to provide some insight into the recent service disruption you experienced and address your concerns & thank you for taking our call.
East on 82 has two links, and the main link which was undergoing extensive work to restore optimal performance. As a result, your connection was temporal link on the fai***** secondary link that has a slower response than primary. We understand that any troubleshooting we perform provides only temporary relief, and we appreciate your patience as while we were working to address the root cause of the issue. However, in the meantime your connection should be stable as both the links are up.
I've carefully reviewed the situation you described, and it is clear that our service and communication fell short of the standards we aim to uphold. We apologies for the lapses in response, the unfulfilled promises, and the less-than-adequate customer service you encountered is crucial that we take all necessary precautions to conduct a thorough investigation and ensure that our staff consistently uphold professionalism and helpfulness.
We are committed to ensuring a more positive experience moving forward.
I would like to provide some insight into the recent service disruption you experienced and address your concerns & thank you for taking our call.
East on 82 has two links, and the main link which was undergoing extensive work to restore optimal performance. As a result, your connection was temporal link on the fai***** secondary link that has a slower response than primary. We understand that any troubleshooting we perform provides only temporary relief, and we appreciate your patience as while we were working to address the root cause of the issue. However, in the meantime your connection should be stable as both the links are up.
I've carefully reviewed the situation you described, and it is clear that our service and communication fell short of the standards we aim to uphold. We apologies for the lapses in response, the unfulfilled promises, and the less-than-adequate customer service you encountered is crucial that we take all necessary precautions to conduct a thorough investigation and ensure that our staff consistently uphold professionalism and helpfulness.
We are committed to ensuring a more positive experience moving forward.