Local internet service provider NetVo Samoa Ltd has come under criticism for not responding to customer complaints.

The local company is a major ISP in Samoa and has both corporate and government clients. However, some of the company’s customers claim the service has been down since last week and they have been unable to access it. 

An email thread, which was seen by the Samoa Observer, showed the customers expressing frustration at not hearing from the company on when the service will be restored.

"Unanswered emails and 'customer at fault thinking' unfortunately results in negative growth or lack of growth. I really hope they improve for the success of NetVo. Sorry NetVo. I think it maybe time to not just apologies to customers and compensate with some data..." said one customer.

Another one said: "No answers provided by NetVo, apologies don't cut it when you are losing money and paying penalty fees. Nine days without internet, been with them for two years and outages have not [gotten] better, just worse.” 

Attempts by this newspaper to get comments from the company management since Monday were unsuccessful. This reporter also visited their office on Monday and was advised by the staff that their manager wasn't in to comment. 

The company last communicated with their customers on Monday in an email sent by an officer called Traccie T, who alerted them to a service disruption and apologised for the inconvenience it was causing.

 "We regret to inform you that we are currently experiencing a service disruption and we are deeply sorry for the inconvenience. We’ve spent the last few days assessing what’s been going on, and we really appreciate your patience during this time. 

"I know this has been a very frustrating and trying time for you as a customer, and for that I apologize. Please know that our team has been working through the night to resolve these issue. Thanks again for your patience while we work through this. I’m confident we’ll find a solution soon," Traccie T wrote in her email. 

 The company was also criticised for not allowing customers to speak to the managers to raise their concerns, 

"Their service has stopped. Everything is done on the internet nowadays we need our connection and my patience has run out," one customer said. 

"The fact that we supported them and they've taken this high line. I'm going back to Bluesky."