1 reviews | Active since Dec 2018
Poor customer service
Reported an issue on Friday midday in regards to an interout outage.
I did not receive a response until I had to call myself for an update in regards to what is going on
Monday pictures were sent for troubleshooting purposes (The router, fibre connection). A technician got sent to my apartment to troubleshoot only to do the same troubleshooting steps we did with the service desk technician. I call later to get an update to what is going on and I get two stories
1. The technician claims there is a fibre patch lead issue. 2. I call help desk and there is a claim that no one was at my apartment to assist me. (I don't know who has the selective amnesia)
Fine, (2023/02/20) I ask to speak to a line manager because now I don't know if the person who came was even from Surf for life. I got told he will call me back and never did.
I don't understand why I even have to call so much to get an update. I have updated the ticket numerous times asking for an update and I am not getting answers. What is the point of a ticketing system if no one on the other side responds to the ticket?
I have been disappointed by Surf for life so many times that I am looking forward to moving complexes because then I might get a helpful ISP.
Thank you for reaching out to us
We do understand the frustration and inconvenience that comes with having no internet connection, and we always want to ensure our customers are connected as soon as possible after a break does happen.
Kindly take note that we do subscribe to a 3 business day SLA, the current industry standard is 5-7 business days. In this case your ticket was logged the morning of the 17th (Friday), meaning that we must have had your issue resolved by 22nd (Wednesday). I see your issue was resolved on the 23rd, meaning we missed our SLA by 1 day. Therefore I have credited your subscription with the 1 day breaching our SLA.
Please take note that the 3 business day SLA is needed because there are multiple teams involved in a fibre fault. A fibre ticket is passed from department to department to ensure all relevant checks are done, and a fault diagnosis is correctly made. This is why the technician only contacts you once your ticket gets to him, so he can make the appointment directly with you.
Should you require any further information or clarity, please do not hesitate to let us know
Kind regards,
S4L
Thank you for reaching out to us
We do understand the frustration and inconvenience that comes with having no internet connection, and we always want to ensure our customers are connected as soon as possible after a break does happen.
Kindly take note that we do subscribe to a 3 business day SLA, the current industry standard is 5-7 business days. In this case your ticket was logged the morning of the 17th (Friday), meaning that we must have had your issue resolved by 22nd (Wednesday). I see your issue was resolved on the 23rd, meaning we missed our SLA by 1 day. Therefore I have credited your subscription with the 1 day breaching our SLA.
Please take note that the 3 business day SLA is needed because there are multiple teams involved in a fibre fault. A fibre ticket is passed from department to department to ensure all relevant checks are done, and a fault diagnosis is correctly made. This is why the technician only contacts you once your ticket gets to him, so he can make the appointment directly with you.
Should you require any further information or clarity, please do not hesitate to let us know
Kind regards,
S4L