WHAT IS TEP'S SATISFACTION GUARANTEE?
We get it; while traveling, internet is crucial to keep up with work remotely, maintain contact with important people and prevent yourself from getting lost. It’s also pretty important to keep up with important sports developments and stalk your friends online.
For that reason, our mission is to ensure that your experience with our service is uncompromising in enhancing your travel experience. We’ll be the first to admit that there are going to be times when the service doesn’t function at 100%, due to lack of coverage, network congestion, even poor weather can impede your connectivity! These things are generally completely outside of our control, and happen without warning, however, our promise is to address and resolve any issues you might have proactively and effectively. We want you to trust that, if things go wrong, our 24/7 customer support team are always there to help, and will do whatever it takes to remedy a negative situation.
So, if you are ever not 100% satisfied, please get in touch with us as soon as you can. Someone from customer service will get back to you within an hour (usually 15 minutes). Sometimes, that person will need to ask you a few more questions to ensure the correct problem is being addressed. We’ll do whatever we can to come to a solution which doesn’t take up more of your time than absolutely necessary. We’ll most likely be able to resolve your issue remotely, otherwise we’ll send you a replacement unit as fast as humanly possible (within 24 hours).
If for whatever reason we cannot fix the problem (or you don’t want a replacement unit), then we’ll give you a credit for your next trip or refund your money. It’s your choice!