1 reviews | Active since Aug 2020
Very disappointing service and long delays
On Wednesday, 17 December 2025, I raised a support ticket with Surf4Life. The ticket was allocated to a technician on Thursday, 18 December 2025, but up to today I have not received any feedback on when the technician will come to fix the issue.
This is not the first time I’ve experienced such unacceptable delays. In November 2025, I reported an issue on the 1st of the month, and it took almost two weeks for a technician to attend. Despite these long delays, customers are still expected to pay for a full month of service, even when the service is not usable for extended periods.
I have always trusted Surf4Life. I personally own property on a different estate and have consistently recommended Surf4Life to my tenants, making referrals because I believed in the service. Unfortunately, my confidence is now fading.
Waiting 17 days with no clear communication is unacceptable. A basic expectation is that faults should be attended to within at least 2–3 days, not weeks. I am now seriously considering switching to a service provider that values customers’ time and money.
Very disappointing experience overall.
Thank you for your detailed feedback and for giving us the opportunity to address your concerns.We sincerely apologise for the delays and lack of communication you experienced initially, as this understandably caused frustration and disappointment. This is not the standard of service we strive to provide, and your feedback has been noted for internal review and improvement.We are, however, pleased to hear that after speaking with Mpho, swift action was taken and that the technicians were on site shortly thereafter, resolving the issue efficiently. We appreciate you acknowledging the quick turnaround and resolution once the matter was escalated.Thank you for your patience and for your continued support. We value your feedback and the trust you have placed in Surf4Life.
Thank you for your detailed feedback and for giving us the opportunity to address your concerns.We sincerely apologise for the delays and lack of communication you experienced initially, as this understandably caused frustration and disappointment. This is not the standard of service we strive to provide, and your feedback has been noted for internal review and improvement.We are, however, pleased to hear that after speaking with Mpho, swift action was taken and that the technicians were on site shortly thereafter, resolving the issue efficiently. We appreciate you acknowledging the quick turnaround and resolution once the matter was escalated.Thank you for your patience and for your continued support. We value your feedback and the trust you have placed in Surf4Life.