Crystal Web Support - Doing it right

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Grimster101

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Long story short, I decided to give Crystal Web's offer of trouble shooting non customers a try. And honestly, the friendliness, the helpful and knowledgeable support is the best I have EVER seen.

The support was quick to help me, very polite and quickly did what they could to provide information on my issues. In short, I have never in my entire life had such a smooth and helpful experience. Definitely something more companies should be like. You really showed me some amazing stuff there.

Crystal Web, you guys get my full support. And I think I'll definitely be taking you guys as my ISP soon enough once my speed issues are sorted and that I can test out that 1GB capped account! Till then, I highly recommend Crystal Web if you're looking for a new ISP.

Edit: And 24 hour support? My word, you guys are epic <3
 
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The Online Chat Support is very fast and very effective.

I've seen other ISP's claiming to have an Online System. I tried one of them a month ago. It was never answered. I was eventually given the option to leave a message with the promise that they would get back to me.

Till today I'm still waiting for them to contact me.
 
Hectic said:
+1
The Online Chat Support is very fast and very effective.

I've seen other ISP's claiming to have an Online System. I tried one of them a month ago. It was never answered. I was eventually given the option to leave a message with the promise that they would get back to me.

Till today I'm still waiting for them to contact me.
Click to expand...

Thats sad to hear. I've tried Telkom's online chat support. It's not actually very helpful. Sometimes you get answered fast though. But I still don't feel like Im talking with people who are very knowledgeable.
 
Yeah, I don't think that CW would claim that they can help with every problem, but they will try there best, that I'm sure of.

I've contacted support 02:00 in the morning and if the support guy can't help, the CEO hops online to try and help.

This scenario has happened twice for me.
They really try to accommodate.
 
It really is rewarding to get such positive feedback, and makes the guys feel so upbeat about what they're doing. Thank you for such a lovely bit of feedback, and we'll always continue to go over and above for all customers (and even non-customers).
 
Alles loop reg, altyd reg, kristal onderstening ♩ ♪ ♫ ♬ ♭ ♮ ♯
 
Hectic said:
Yeah, I don't think that CW would claim that they can help with every problem, but they will try there best, that I'm sure of.

I've contacted support 02:00 in the morning and if the support guy can't help, the CEO hops online to try and help.

This scenario has happened twice for me.
They really try to accommodate.
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CEO providing support at 02:00 is just the most amazing thing I've heard in a long time. I can't think of a single company that would go to such lengths
 
Wall said:
CEO providing support at 02:00 is just the most amazing thing I've heard in a long time. I can't think of a single company that would go to such lengths
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If I'm available, and can see that I can assist and have the time, I always make the effort to do so. It's also a very good way to keep an ear to the ground, so to speak.
 
Crystal Web said:
If I'm available, and can see that I can assist and have the time, I always make the effort to do so. It's also a very good way to keep an ear to the ground, so to speak.
Click to expand...

rest assured that when I do get DSL again, you will my preferred ISP simply because of your Customer centric approach.
 
Crystal Web said:
It really is rewarding to get such positive feedback, and makes the guys feel so upbeat about what they're doing. Thank you for such a lovely bit of feedback, and we'll always continue to go over and above for all customers (and even non-customers).
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You are most welcome =]
 
+1

I am currently using their Premium Business Capped service.... which rocks !!! I tested it streaming to 3 devices: raspberry pi (HD film), Netflix via my laptop and Sky News via my ipad... all at the same time... not one issue with any of the streams.

The Customers Support is excellent and I especially like the interactive chat facility.

This service is very impressive for streaming. Forget downloading, streaming is the future !

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Did I help you make the decision to move? Help me help you!

Crystal Web referral code: 126886400000195403
 
Crystal Web's customer service is one of the most compelling reasons to join them. It's just sad that good service has become such an anomaly.

Simfy and Wootware also have outstanding customer service. I should move from Afrihost to Crystal Web and enjoy the 'trifecta' of customer support in SA.
 
I must say I'm really blown away with CW. After another canceled their free-time promo on the very last cancellation day I decided to take a leap of faith and see what everyone was going on about. I've been with the other ISP for 7 years now but they have never impressed me to the scale that CW has.

Chats being online at 8:40pm at night with support available in mere seconds.
Problems Ive been having for months now like twitch buffering on low are suddenly just resolved (Able to watch High now on a 4meg).
Existing customers not being push and pulled into new accounts without prior agreement (Had a 150gb Xtreme account before it disappeared from their site and just confirmed that Ill keep it exactly the way it is.)

I look forward to the portal finishing beta and many years of service to come!
 
Gunblade said:
I must say I'm really blown away with CW. After another canceled their free-time promo on the very last cancellation day I decided to take a leap of faith and see what everyone was going on about. I've been with the other ISP for 7 years now but they have never impressed me to the scale that CW has.

Chats being online at 8:40pm at night with support available in mere seconds.
Problems Ive been having for months now like twitch buffering on low are suddenly just resolved (Able to watch High now on a 4meg).
Existing customers not being push and pulled into new accounts without prior agreement (Had a 150gb Xtreme account before it disappeared from their site and just confirmed that Ill keep it exactly the way it is.)

I look forward to the portal finishing beta and many years of service to come!
Click to expand...

How did they resolve the Twitch buffering?
 
Bryn said:
How did they resolve the Twitch buffering?
Click to expand...

I had a back and forth with my last isp for about 2 weeks on this matter. My line simply refused to use its full capacity whenever it was near prime-time. Talking about having a 4meg line only streaming at 130kbps. Eventually I grew tired of running the same 3 tests on 3 different accounts and I dropped the case tho it never worked for me until I hopped over to CW.

Now I get smooth High quality and semi-smooth Source but from looking at my actual net usage I can see that twitch is using pretty much all I have to throw at it. At this point I'm just waiting for my area to either get ftth or for telkom to increase the max speed. Thinking 10meg would be my sweet spot for dsl.

All in all they didn't actively fix it but a problem I've been having since October has just disappeared once I made the switch.

I have spoken to support a few times tho and I was taken aback at their resourcefulness and sincerity.
 
Don't know if I am able to mention where I work, other than to say it is at one of the most customer centric companies in the world. And being part of something that prides itself on customer service being it's top priority allows me to draw parallels with CW Support.

It is refreshing to see a South African company hold itself to such high standards, and the proof in the pudding is that even the CEO doesn't think twice about getting involved in the "support" area. Having been with CW since pretty much month 1, I don't see myself leaving any time soon.

And well done CW on the mobile data thing with Vodacom! Another win :)
 
Hi also move to them to test. All good so far. Only issue is that I can't log in to the client portal.
 
I've been with them for almost 2 years and I honestly haven't had a single issue.
The times when I had a question, their online support sorted me out super quickly.
I love them!
 
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