1 reviews | Active since Mar 2018
Poor
I sent this "ISP" emails and I logged calls regarding the issue with my router/wifi. On the 27/10/2023 the router didn't work and the lights turned orange. On the 28/10/2023 I made a call to the contact center and the lady advised me that I must log a ticket for technicians to come fix the router/wifi.
Considering the time I was not logged in, I then sent the message to their finance division asking them if I will be compensated since I will be off for +/-5 days and their response was " Good day,
I hope this message finds you well. Thank you for reaching out to us with your request for compensation regarding the recent service interruption.
We understand the inconvenience this may have caused, and we genuinely appreciate your patience and understanding. However, I regret to inform you that, as an ISP, the decision to grant compensation is governed by an internal policy here at Surf4Life.
While we strive to provide exceptional service and support to our valued clients, our policy regarding compensation is based on various factors and is ultimately at the sole discretion of Surf4Life. We unfortunately cannot fulfill your request at this time."
Which is pathetic considering I use wifi for work purposes and had to buy data for 2 days so that I can work. Even if they don't reply to me or action my request, I don't care maybe I will get a better ISP that takes such matters into consideration. Their technicians are pathetic as well
I want to assure you that your feedback related to ticket *** is taken seriously & we recognize that your time and productivity are valuable, however, as an ISP, the decision to grant compensation is governed by an internal policy here at Surf4Life. While we strive to provide exceptional service and support to our valued clients, our policy regarding compensation is based on various factors / case to case and is ultimately at the sole discretion of Surf4Life, Please also note we have official platforms to report service faults hence our Service desk agent advised. Your comments about our technicians are also noted, and we will be working to address any shortcomings in our service delivery.
As part of our Service Level Agreement (SLA), we guarantee the resolution,
Technical tickets: within 2 business days (Excl Weekends & Public Holidays)
Fibre tickets : 3 business days. Please note that 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.
Any refund, if granted, is made at the sole discretion of Surf4Life, This is an internal policy.
Regards
I want to assure you that your feedback related to ticket *** is taken seriously & we recognize that your time and productivity are valuable, however, as an ISP, the decision to grant compensation is governed by an internal policy here at Surf4Life. While we strive to provide exceptional service and support to our valued clients, our policy regarding compensation is based on various factors / case to case and is ultimately at the sole discretion of Surf4Life, Please also note we have official platforms to report service faults hence our Service desk agent advised. Your comments about our technicians are also noted, and we will be working to address any shortcomings in our service delivery.
As part of our Service Level Agreement (SLA), we guarantee the resolution,
Technical tickets: within 2 business days (Excl Weekends & Public Holidays)
Fibre tickets : 3 business days. Please note that 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.
Any refund, if granted, is made at the sole discretion of Surf4Life, This is an internal policy.
Regards