Complaint Rating:

Company information:
SuperNerd
Melbourne, Victoria
Australia
www.supernerd.com.au

Warning to all people thinking of signing up with SuperNerd, Their customer service is hopeless! I can't comment on existing or business customers, but as a new user I am disgusted.

-Apart from giving you the option of paying additional for a 'Customer Service Guarantee (CSG)' to ensure your service is enabled within 14 days, and yet still taking a entire month (even when ADSL lights were showing on my modem after 3 weeks) to enable my service, and in fact never even calling to inform me that the service was active, it took me to call and retrieve my log in details. https://www.supernerd.co...index.cfm#adsl2+

-Being charged for my phone line service, for the entire month while pending my account to become active, and being told that this was an actual mistake, but still have not received a refund on this charged amount.

-They also promise a 48hr turn around on all complaints... well its now 10 days later, three emails and one phone call reminding them about my complaint, and I’m yet to receive a reply!

All this excused, I do receive very fast connection speeds (up to 11mb/sec) but live very close to the exchange (~0.7km).

So new/potential users BEWARE, if I had the option of changing ISPs I WOULD! Nothing ruins a customer’s point of view or satisfaction than hopeless, AND I MEAN HOPELESS CUSTOMER SERVICE!!! I have even implored them to respond to my emails, YES EVEN BEGGED TO RECEIVE A REPLY! Needless to say I still have not had a reply, nor a refund of the first month incorrectly charged for my phone line, nor any details about their breach of the CSG and any relevant refunds.