Cybersmart (dumb?) pathetic customer (dis)service

[iceblue]

I've been with Cybersmart for a few years without problems but I am pretty pissed off with there lack of customer service lately. I queried (via email) the cost of upgrading my line to 1Mbps and received a reply with the price as well as a link to follow to upgrade. I did not want to upgrade yet but followed the link hoping to get more detailed price info. Instead, after entering my username, it sent through the upgrade request without any further prompts.

I then replied to the email informing them of the erroneous upgrade request I sent through and asking them to cancel it as well as asking for more information on how the upgrade would affect my other services. I never received any reply.

Then I received another reply to my initial email, this time giving me a different (more realistic) price for the upgrade. I again replied, telling them what had happened with the accidental upgrade request, and also cc'd it to their complaints address. Again no reply.

Today I sent a new email to them, to the info@cybersmart.co.za address as well as complaints@cybersmart.co.za. And guess what! Up until now, still no reply. Not even an acknowledgment of them having received my email.

Anyway, I am looking for an alternate ISP now and will no longer be recommending them to anyone. I actually had the same problem with them not responding once before, but this time I have had enough. I do not want to phone and wait for a consultant to assist me when I have already provided them with all the info about the problem.

If anyone has an email address for Laurie or whoever is running their show, please forward it to me so that I can give them a piece of my mind.

[Totempole]

Yup, Cybersmart is great until something goes wrong. That's when the wheels fall
off and nobody can help you.

For what it's worth, these are Laurie's contact details as posted in earlier threads.

laurie@cybersmart.co.za
OR: 083 275 0616
OR: Look Here for more Contact Details

I doubt you'll have much joy though. Good Luck!

[francoislr]

I did not get capped at the end of the month, and my cap over-ran by 5gb. Don't know how, but complained about it. I mean, I expect to know when I am out! And it said 0.2gb left 2 hours before the next month! I complained, and they fixed the problem for me in no time. So I got my 10gb cap I expect. I will however be keeping an eye on things...

[CyberSmart]

Hi Iceblue

Please accept our sincere apologies for any let down in service you have experienced from us.

Would you PM me your info, and we will look into this and resolve ASAP. We will straighten out any misunderstandings and get you smiling once again.


regards

CyberSmart Team

[zubeb]

I have been calling Cybersmart (fail) for the past week. They take on average 12 minutes before answering their calls. I explain to the support person my problem but nothing happens about it. I call again and have to explain the problem each time to a different person.

[PPJ]

After the TRL and Cybersmart debacle I went through I will NEVER do business with, or reccommend, those 2 companies to anyone.

There is just one word for them both: PATHETIC

[zubeb]

Ok, sent an email to Laurie and got a call back in 10 minutes. Although he is not in the office, he has promised to sort out my issuue. I must note that I was happy with Cybersmart speed on my 4MB line that's why I plan on continuing with them. I'll keep you guys updated on how it pans out.

TRL on the other had are.............................geez i got no words left for those scumbags

[iceblue]

Well I am glad to see they are monitoring the forums. I have sent a PM and will update on the outcome.

[zubeb]

Ok my issues sorted out with Cybersmart in less than 24 hours after emailing Laurie......thank you Laurie.
I must note that going through their support desk is a pain but I would suggest sending emails instead.

[iceblue]

They called me yesterday and emailed me as well today to sort things out. Also explained why I never got a response to my emails. So everything is good and well again. Thanks

[Totempole]

Good to know, thanks for posting.

[Stripe]

yo I know how you feel. they take days to respond to my latency issue e-mails. Just threaten to move to another ISP. If my internet lag doesnt get fix today, whether its their fault or not, I'm moving anyways.

[Koosi]

Indeed, they are great when things work, terrible when they go wrong, and don't want to help you.

I am sitting without ADSL today, Cybersmart are, of course, unwilling to get involved because its apparently a TELKOM problem.

[iceblue]

Is your line with them or Telkom? After my line speed upgrade it refused to sync the new speed (stayed at 384). It eventually turned out to be a fault on Telkom's side but Cybersmart sorted it all our since my line rental is with them as well.

[Koosi]

Well I am personally certain my current issue is a Telkom one. In my case, Cybersmart are not really able to do much. They tell me they've requested Telkom to do something, Telkom ignores them.