MM
Malehlohonolo M
1 reviews | Active since Jul 2021
04 May 2023, 09:54
Poor customer service
The worst service provider. I have logged sent emails for over three days still no help I call and hold on the line over an hour still do not get any assistance. My cable is always faulty and the technicians are never there to come and assist
Helpful (0)
Replies (3)0
Replies (3)
Surf4Life's replyOfficial
18 May 2023, 11:41Good day Malehlohnolo
Thank you for taking my call.
Thank you for reaching out to us. Firstly I would like to apologize for the delay in meeting our Service Level Agreement (SLA) on the ticket you raised with us (***). This ticket should have been resolved within 3 business days, as this is the SLA for Fibre Fault. We understand that this has caused inconvenience and frustration for you and we take full responsibility for the situation. Also as discussed, should you struggle to get through to the service desk due to high call volumes, there are 2 alternatives to logging a ticket.
1. Emailing *** will log an automatic ticket. This is a computer system, and not maual, so each an every communication will log a ticket.
2. By navigating to www.surf4life.co.za, you can follow the troubleshooting steps on our bot, and a ticket will be logged through the bot.
Please always ensure a ticket is logged so that we can keep track of, and monitor your link to see past issues, and be able to identify if there is a bigger issue on your link.
Lastly, should a ticket breach an SLA, you are more than welcomne to escalate this to *** and we can investigate the matter on our end.
Please do not hesitate to let us know should you require any further information
Kind regards
S4L Customer Care
Thank you for taking my call.
Thank you for reaching out to us. Firstly I would like to apologize for the delay in meeting our Service Level Agreement (SLA) on the ticket you raised with us (***). This ticket should have been resolved within 3 business days, as this is the SLA for Fibre Fault. We understand that this has caused inconvenience and frustration for you and we take full responsibility for the situation. Also as discussed, should you struggle to get through to the service desk due to high call volumes, there are 2 alternatives to logging a ticket.
1. Emailing *** will log an automatic ticket. This is a computer system, and not maual, so each an every communication will log a ticket.
2. By navigating to www.surf4life.co.za, you can follow the troubleshooting steps on our bot, and a ticket will be logged through the bot.
Please always ensure a ticket is logged so that we can keep track of, and monitor your link to see past issues, and be able to identify if there is a bigger issue on your link.
Lastly, should a ticket breach an SLA, you are more than welcomne to escalate this to *** and we can investigate the matter on our end.
Please do not hesitate to let us know should you require any further information
Kind regards
S4L Customer Care
Surf4Life's reply18 May 2023, 11:41
Official
Good day Malehlohnolo
Thank you for taking my call.
Thank you for reaching out to us. Firstly I would like to apologize for the delay in meeting our Service Level Agreement (SLA) on the ticket you raised with us (***). This ticket should have been resolved within 3 business days, as this is the SLA for Fibre Fault. We understand that this has caused inconvenience and frustration for you and we take full responsibility for the situation. Also as discussed, should you struggle to get through to the service desk due to high call volumes, there are 2 alternatives to logging a ticket.
1. Emailing *** will log an automatic ticket. This is a computer system, and not maual, so each an every communication will log a ticket.
2. By navigating to www.surf4life.co.za, you can follow the troubleshooting steps on our bot, and a ticket will be logged through the bot.
Please always ensure a ticket is logged so that we can keep track of, and monitor your link to see past issues, and be able to identify if there is a bigger issue on your link.
Lastly, should a ticket breach an SLA, you are more than welcomne to escalate this to *** and we can investigate the matter on our end.
Please do not hesitate to let us know should you require any further information
Kind regards
S4L Customer Care
Thank you for taking my call.
Thank you for reaching out to us. Firstly I would like to apologize for the delay in meeting our Service Level Agreement (SLA) on the ticket you raised with us (***). This ticket should have been resolved within 3 business days, as this is the SLA for Fibre Fault. We understand that this has caused inconvenience and frustration for you and we take full responsibility for the situation. Also as discussed, should you struggle to get through to the service desk due to high call volumes, there are 2 alternatives to logging a ticket.
1. Emailing *** will log an automatic ticket. This is a computer system, and not maual, so each an every communication will log a ticket.
2. By navigating to www.surf4life.co.za, you can follow the troubleshooting steps on our bot, and a ticket will be logged through the bot.
Please always ensure a ticket is logged so that we can keep track of, and monitor your link to see past issues, and be able to identify if there is a bigger issue on your link.
Lastly, should a ticket breach an SLA, you are more than welcomne to escalate this to *** and we can investigate the matter on our end.
Please do not hesitate to let us know should you require any further information
Kind regards
S4L Customer Care
MM
Malehlohonolo M's updateReviewer Update
18 May 2023, 15:37I log an issue again this afternoon. I did not get an automated response. I have spent R50 some days I have even spent R200 trying to contact you guys to get connected. Your agent dropped my call several times
MM
Malehlohonolo M's update18 May 2023, 15:37
Reviewer Update
I log an issue again this afternoon. I did not get an automated response. I have spent R50 some days I have even spent R200 trying to contact you guys to get connected. Your agent dropped my call several times
Surf4Life's replyOfficial
18 May 2023, 16:14Hi Malehlohonolo
As discussed over the phone, not adding a body to the mail will not register the mail as a ticekt.
After you have resent the mail with a body, your automatic ticket was just generated and delivered to you.
Please allow for the SLA timeframe for your issue to be resolved, and again, please do not hesitate to let us know at Customer Care should you require any further assistance
Kind Regards
As discussed over the phone, not adding a body to the mail will not register the mail as a ticekt.
After you have resent the mail with a body, your automatic ticket was just generated and delivered to you.
Please allow for the SLA timeframe for your issue to be resolved, and again, please do not hesitate to let us know at Customer Care should you require any further assistance
Kind Regards
Surf4Life's reply18 May 2023, 16:14
Official
Hi Malehlohonolo
As discussed over the phone, not adding a body to the mail will not register the mail as a ticekt.
After you have resent the mail with a body, your automatic ticket was just generated and delivered to you.
Please allow for the SLA timeframe for your issue to be resolved, and again, please do not hesitate to let us know at Customer Care should you require any further assistance
Kind Regards
As discussed over the phone, not adding a body to the mail will not register the mail as a ticekt.
After you have resent the mail with a body, your automatic ticket was just generated and delivered to you.
Please allow for the SLA timeframe for your issue to be resolved, and again, please do not hesitate to let us know at Customer Care should you require any further assistance
Kind Regards