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SuperNerd / This is hopeless

Melbourne, Victoria, Australia Review updated:
1.35
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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.
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Qw
  6th of Jul, 2009
Agree Disagree 0 Votes

SuperNerd - supernerd
Australia

When Supernerd took over Blitz we submitted an internet form stating that we wanted to disconnect our internet service. There were two people in the room that day when the internet form was submitted. After we disconnected our internet service with Supernerd, we opened a new internet service account with Telstra and have been using Telstra since then.

ANYWAYS
This year when we were doing our taxes, the accountant found that Supernerd had been (for the past year) taking money from our account (even though we clearly disconnected the service). We had NOT ONCE received any form of invoice or mail from them. We lodged a complaint to Supernerd and they fabricated a lame excuse claiming they couldnt find us in the system. So we went straight to the bank and terminated the account from our end.

We want a refund because obviously they were the ones that made the error. So we contacted them. I spoke to DAMON (from Supernerd). They said they would look into it and it was arranged that I would contact them back. I called them back. The man who picked up (when i called them back) claimed theres no one that works in Supernerd by the name DAMON. I persisted. I said "well last time i CLEARLY spoke to someone by the name DAMON and he was supposed to look into my matter." I kept persisting and eventually he says "ill connect you through to him". THIS WAS SUPERNERD'S LIE NUMBER 1. I speak to DAMON. Here comes more LIES. Apparently we stated on the internet form that we wanted to continue with the internet service. ????? There was not ONE but TWO people from our end who were there in the room when we disconnected the service. Plus why did we open an account with Telstra? We made the decision to disconnect our internet services with Supernerd and thus we opened an account with Telstra and having been with Telstra ever since. SUPERNERD's LIE NUMBER 2. Then Damon lies again and claims someone from our end had been using the internet service. HOW CAN WE USE AN INTERNET SERVICE WE DIDNT KNOW WE HAD AN ACCOUNT WITH! (Our internet service is with Telstra). SUPERNERD'S LIE NUMBER 3. Then i tell him we had not received any form of invoice or nothing from Supernerd over the last year they were TAKING MONEY from our account. Apparently they were emailing our invoices to ...@vix.com.au. Thats the first ive EVER heard of that email address. Absolutely NO-ONE from our end knew about the existence of this email address.

We called TIO. They gave us a reference number and a contact number to the senior complaints office. They told us to contact Supernerd again and inform them they have ten days to resolve the matter or the TIO would intervene. I call Supernerd again from the same lan line number I had called them 15 minutes before. THEY DONT PICK UP! Straight away, I call from my mobile (a different number). THEY PICK UP! If Supernerd has nothing to hide, why the hell are they picking and choosing what numbers to pick up and claiming that Damon doesnt work there (whenever he doesnt want to deal with a certain matter) etc. Anyways, we've informed them that they have ten days to resolve the matter. Its now in there hands to choose to resolve the matter.

ANYONE WHO'S CONSIDERING ON SIGNING UP WITH SUPERNERD...DON'T! They have highly unethical practices and unethical people working there. DONT TRUST SUPERNERD!

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