1 reviews | Active since Jul 2024
****ty Service
I am extremely dissatisfied with the service provided by Surf4Life. My router has been showing three orange lines, indicating a problem with the internet connection. I reported the issue immediately, and the initial response was that the matter would be escalated.
However, five days passed with no resolution. When I called again, I was assured that technicians were on-site and would attend to the issue that day. That day came and went with no one showing up.
The following day, I called again and was told to wait as they were still dealing with an internet breakdown at my complex. Another day passed, and I called once more, only to be informed that all technicians were unavailable and busy. They promised to send someone the next day and assured me they would call, which they never did.
Frustrated, I called back again and was given the same initial response that my issue would be escalated. I confronted them about their repeated false assurances and pointed out their disclaimer, which claims a turnaround time of three working days. Despite this, they failed to address my problem within the stated timeframe.
To make matters worse, when I inquired about compensation for the downtime, I was bluntly told that no compensation would be provided. This is entirely unacceptable, as the delay was on their end, not mine. Surf4Life has consistently failed to deliver on their promises and provide the service I am paying for.
Their customer service is appalling, and their handling of the situation has been nothing short of ***********. I would strongly advise anyone considering their services to think twice. Surf4Life, you have let me down at every turn. Fix your service and treat your customers with the respect they deserve.
Your experience clearly falls short of the standards we strive to uphold based on ticket ***, We regret for the repeated delays and communication failures, we are taking steps to improve our response times. We are actively working to resolve the underlying problems and improve the consistency of our service. We did have teams on-site working to resolve the issue. However, due to unforeseen circumstances, we experienced significant delays in restoring the service.
We will review the escalation process to understand where the breakdown occurred and work on ensuring better communication and service delivery in the future from our service desk & technicians We will also review & investigate the customer care etiquette & processes.
Regarding compensation, while our policy aligns with industry standards kindly review our terms and condition on www.surf4life.co.za, We will escalate this matter for a thorough review to see if there are any steps we can take to address your concerns more effectively. We understand your frustration. Your feedback is valuable to us, and we are committed to making the necessary improvements. Our goal is to provide reliable service and treat all our customers with the respect they deserve.
Regards
Your experience clearly falls short of the standards we strive to uphold based on ticket ***, We regret for the repeated delays and communication failures, we are taking steps to improve our response times. We are actively working to resolve the underlying problems and improve the consistency of our service. We did have teams on-site working to resolve the issue. However, due to unforeseen circumstances, we experienced significant delays in restoring the service.
We will review the escalation process to understand where the breakdown occurred and work on ensuring better communication and service delivery in the future from our service desk & technicians We will also review & investigate the customer care etiquette & processes.
Regarding compensation, while our policy aligns with industry standards kindly review our terms and condition on www.surf4life.co.za, We will escalate this matter for a thorough review to see if there are any steps we can take to address your concerns more effectively. We understand your frustration. Your feedback is valuable to us, and we are committed to making the necessary improvements. Our goal is to provide reliable service and treat all our customers with the respect they deserve.
Regards