Cybersmart Customer Service

[x_RuDz_x]

Ok so I am here to rant about Cybersmart's customer service.

I work for an ISP myself and we log calls with Cybersmart every now and again, i'd say about 4 - 8 times a week.
When we do this however we have to wait, literally, days for any sort of feedback. We don't EVER get a mail saying "hi we are looking into you're issue" or something similar.

Mostly, the problems would go away by themselves before we get any feedback. Phoning in doesn't help either. All you get is a "we are looking into this and will phone you shortly" but that also never happens. Today we needed to escalate yet another call to their manager as the NOC is clearly to incompetent to phone or mail their clients.

Quite frankly I am fed up with Cybersmart and wont ever recommend them to anyone like I used to before and I for their NOC I would seriously suggest some proper Customer service training like we all did when we were in support.

Thanks,

 

[who.is.michael]

They have customer service? First I hear of it.

Seriously, do yourself a favour and go visit their premises - then it will all make sense.

There is a bunch of people that sit around chatting to each other; (looks more like a shebeen in a township, chicken and alcohol are both missing - though you can still smell it) most seem rather unadept at using a computer - not sure if it is the case, but those that were in front of the terminals took an awful long time to enter a few key strokes. (maybe their "system" was slow)

The strategy is to use a middle man (reseller like www.trltech.co.za), so you are not forced to deal with this BEE mess.

Regards

mike

Here is another, better get used to it: http://mybroadband.co.za/vb/showthread.php/333984-Plugg-ISP.?p=6552516&viewfull=1#post6552516

 

[Lounger]

I had to laugh.

Where are there premises? Like to take a camera

 

[who.is.michael]

Apologies if the above seems crude (although truthful), however dealing with BEE companies gets to you after a while...

First Floor
72 Canterbury Street
Cape Town
8000
Tel: 0214600402

Security is tight, one can understand why - just inform that you have come to collect a modem.

http://maps.google.co.za/maps?q=72+...oid=F7y2lcYRDx7uJnD4HVP1rQ&cbp=12,294.95,,0,0

 

[x_RuDz_x]

No no it can sound as crude as it will, I also believe that is the problem we are facing.

I'm not being racists, it's not about color, it's about the fact that they cant hire the best candidates who come for interviews anymore, they cant hire based on skills anymore, they have to employ by color. Our company is facing the same crisis now as we do not have enough blacks in the company, so we have to employ more, and people who you can see and hear, knows what they are talking about, gets shown the door so a BEE rating can improve.

Anyway back OT: We have escalated the last 5 calls, logged within the last week with no feedback from Cybersmart, with a manager of theirs who provided us with an e-mail address that we can mail that takes priority over the [email protected] calls. I've logged a call this morning using that address and after 2 hours, no feedback yet. Will have to wait and see.

 

[Quixotic]

Symptoms of BEE all over. Minimalistic command of English. Just unable to string a long sentence (more than 3-4 words) together. They lose the purport of what you are saying once beyond first or second sentence. Almost as if their attention span is measured in seconds. Their ability to grasp basic logic (x=y so y=x) seems to elude them. Concept of cause and effects seems alien to them. A stock answer, picked from a list, is the extent of their skill. Often I find myself having to repeat and trying a slow step by step simpler explanation (limiting myself to words of a few syllables).

 

[mika1000]

They have customer service? First I hear of it.

Seriously, do yourself a favour and go visit their premises - then it will all make sense.

There is a bunch of people that sit around chatting to each other; (looks more like a shebeen in a township, chicken and alcohol are both missing - though you can still smell it) most seem rather unadept at using a computer - not sure if it is the case, but those that were in front of the terminals took an awful long time to enter a few key strokes. (maybe their "system" was slow)




The strategy is to use a middle man (reseller like www.trltech.co.za), so you are not forced to deal with this BEE mess.

Regards

mike

Here is another, better get used to it: http://mybroadband.co.za/vb/showthread.php/333984-Plugg-ISP.?p=6552516&viewfull=1#post6552516

this made my day!!!!!


+ 1000000

 

[who.is.michael]

When reviewed in the above manner, it does seem humorous, however on a serious note;

The one's that are to blame is the profit takers, (CEO's / management / share holders)

-These new entrants into the IT industry require training on an ongoing basis and should you wish to make use of "cheap" labour then at least have the decency to assist people to fulfill their responsibility.

This is capitalism at its worst.

Any person, client or employee deserves more.