MyRepublic Cites “Teething Issues” Amid Customer Service Backlash
Gamer-focused ISP MyRepublic has claimed “teething problems” are the cause of a recent consumer backlash towards the company.
According to Nicholas Demos, MyRepublic Australia’s managing director, “when we launched on November 15, we did 200 orders in the first hour, and more than 1500 orders on the first day, so the response was phenomenal.”
“That also came with some teething problems in terms of the large volumes. As a new ISP we were transparent up front – we’ve just launched and it will take between five to 20 days to connect.”
Other Australian ISPs are able to connect customers within 48 hours.
That ambiguous time frame has proved a prickly subject for customers, with one calling it “pathetic and ridiculous.”
Demos has shrugged off responsibility for the problem, telling the Sydney Morning Herald the company would never disconnect someone’s internet service without their consent and can’t be held responsible for the lurching transition between their last provider and MyRepublic.
Other complains have emerged about the wait time for customers calling through to MyRepublic’s Sydney office.
Disgruntled customers posting on the company’s Facebook page claim waiting times of over an hour – a far cry from the responsive support hotline the company described when ChannelNews spoke to the company in November.
He also said he was working closely with call centre staff and even taking some of the phone calls himself in an effort to improve the company’s standards in the area.