DW
Dean W
1 reviews | Active since Jun 2023
05 Jun 2024, 06:41
Surf4life shouldn't be a thing.
I cannot go a single week without some issue with Surf4life. Help desk never knows what is wrong and can never give me an eta. Seems technicians only work normal office hours, so if the internet goes down at 11pm, good luck. It has been the worst experience and unfortunately if I want fiber, I have to go with then because of the contract the office is with. Ask to speak to a manager and they NEVER call back. But that debit order will go off at the same time every month and there will never be a hiccup with paying them. I'm done. It's been the worst, but this is the end. It's not me, it's you and your trash service and lack of care for the customer.
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Replies (1)
Surf4Life's replyOfficial
26 Jun 2024, 11:09Hi Dean
We understand how vital a stable internet connection is, We understand the challenges you faced with the recent support.
Please be advised that for ticket resolution times:
Technical Tickets: Resolution within 2 business days.
Fibre-related Tickets: Resolution within 3 business days.
Our technicians and engineers are available from Monday to Friday, 08:00 AM to 05:00 PM. While our call center operates 24 hours a day, 7 days a week, our field staff work within these specified hours.
We regret that your requests to speak to a manager were not fulfilled. This is not the level of service we aim to provide, and we are taking steps to ensure better follow-up and communication.
Regarding the billing, we ensure timely debits to maintain service continuity, but we understand that consistent service quality is equally important.
We acknowledge that waiting for a technician can be inconvenient, and we're continually working to improve our response times. Your feedback is invaluable in helping us enhance our services.
If you are open to it, I would like to arrange a call with a manager to discuss your concerns further and find a resolution. We genuinely want to improve your experience with us.
Regards
We understand how vital a stable internet connection is, We understand the challenges you faced with the recent support.
Please be advised that for ticket resolution times:
Technical Tickets: Resolution within 2 business days.
Fibre-related Tickets: Resolution within 3 business days.
Our technicians and engineers are available from Monday to Friday, 08:00 AM to 05:00 PM. While our call center operates 24 hours a day, 7 days a week, our field staff work within these specified hours.
We regret that your requests to speak to a manager were not fulfilled. This is not the level of service we aim to provide, and we are taking steps to ensure better follow-up and communication.
Regarding the billing, we ensure timely debits to maintain service continuity, but we understand that consistent service quality is equally important.
We acknowledge that waiting for a technician can be inconvenient, and we're continually working to improve our response times. Your feedback is invaluable in helping us enhance our services.
If you are open to it, I would like to arrange a call with a manager to discuss your concerns further and find a resolution. We genuinely want to improve your experience with us.
Regards
Surf4Life's reply26 Jun 2024, 11:09
Official
Hi Dean
We understand how vital a stable internet connection is, We understand the challenges you faced with the recent support.
Please be advised that for ticket resolution times:
Technical Tickets: Resolution within 2 business days.
Fibre-related Tickets: Resolution within 3 business days.
Our technicians and engineers are available from Monday to Friday, 08:00 AM to 05:00 PM. While our call center operates 24 hours a day, 7 days a week, our field staff work within these specified hours.
We regret that your requests to speak to a manager were not fulfilled. This is not the level of service we aim to provide, and we are taking steps to ensure better follow-up and communication.
Regarding the billing, we ensure timely debits to maintain service continuity, but we understand that consistent service quality is equally important.
We acknowledge that waiting for a technician can be inconvenient, and we're continually working to improve our response times. Your feedback is invaluable in helping us enhance our services.
If you are open to it, I would like to arrange a call with a manager to discuss your concerns further and find a resolution. We genuinely want to improve your experience with us.
Regards
We understand how vital a stable internet connection is, We understand the challenges you faced with the recent support.
Please be advised that for ticket resolution times:
Technical Tickets: Resolution within 2 business days.
Fibre-related Tickets: Resolution within 3 business days.
Our technicians and engineers are available from Monday to Friday, 08:00 AM to 05:00 PM. While our call center operates 24 hours a day, 7 days a week, our field staff work within these specified hours.
We regret that your requests to speak to a manager were not fulfilled. This is not the level of service we aim to provide, and we are taking steps to ensure better follow-up and communication.
Regarding the billing, we ensure timely debits to maintain service continuity, but we understand that consistent service quality is equally important.
We acknowledge that waiting for a technician can be inconvenient, and we're continually working to improve our response times. Your feedback is invaluable in helping us enhance our services.
If you are open to it, I would like to arrange a call with a manager to discuss your concerns further and find a resolution. We genuinely want to improve your experience with us.
Regards