1 reviews | Active since Aug 2016
Poor service from Surf4life
In December 2022. I took a payment break from Surf4life because we were going for holidays and we were not going to use their internet. On Tuesday 3rd January I paid for in order for them to reinstate the services. The service was not reinstated. On Thursday the 4th of January 2023 I called them to why. The time was 08h20. The lady I spoke to said she doesn't know what could be the problem because she can see that the account has been paid. She told me to take the photo of the router and send it to their email address as she was gonna forward it to their technical department. I did that and I received a reply with a reference number ***. I waited until 16h30 and I called them again. Their phone was not answered until I gave up.
Thank you for reaching out to us and giving us the opportunity to explain our processes in more detail
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 4th, and was resolved on the morning of the 6th, thus meaning that instead of taking 3 days, we have your fibre respliced within 48 hours from reporting the issue.
Please remember the SLA's when logging future tickets, we keep our technical and fibre teams to strict SLA's to ensure that all customer tickets are resolved effectively, timeously and fairly.
Should you require any further clarity, please do not hesitate to contact us on ***
Kind Regards,
S4L
Thank you for reaching out to us and giving us the opportunity to explain our processes in more detail
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 4th, and was resolved on the morning of the 6th, thus meaning that instead of taking 3 days, we have your fibre respliced within 48 hours from reporting the issue.
Please remember the SLA's when logging future tickets, we keep our technical and fibre teams to strict SLA's to ensure that all customer tickets are resolved effectively, timeously and fairly.
Should you require any further clarity, please do not hesitate to contact us on ***
Kind Regards,
S4L