bad first impressions
Just so there is no doubt, I do work for Cybersmart and I can guarantee you that mlunga does not.
If you look at all the posts to these forums concerning Cybersmart we have been critisized for a large number of things, including being a "start up", "having a crappy website", "being an apartheid ISP" and other equally flattering comments. All these comments we have taken to heart and as far as I know we have addressed all of them. A new complaint has arisen that our telephonic skills are not up to scratch. This is the first time this particular issue has been raised and it will be addressed like all the others. If you can tell me who the person is that you spoke to and what he said that offended you, I will take it up with the person concerned. You can post this information here or you can contact me directly on my cell, 0832750616 (please do not leave a message if you get my voice mail, sms me and I will phone you back).
Whatever we do is aimed at keeping our price to the consumer the lowest in the industry. Since we are currently the lowest and these forums are constantly monitored by our competitors (none of whom admit working/owning an ISP), we choose not to disclose certain information telephonically or otherwise that may compromise our competitive advantage. This is common business practice in all industries and I find it bizarre that this industry deems it necessary that ISP's disclose their suppliers as well as their input costs.
The reasons for our terms and conditions have been well documented both on these forums and on our FAQ,
http://faq.cybersmart.co.za and they are necessary to maintain our price, profitability and business direction. I have had people phoning me on my cell at 6am on Sunday waxing lyrical about how unfair the terms and conditions are, even after they have read the reasons. If you feel it cathartic to hurl abuse at me on the weekend you are most welcome to do so, it is a service I provide free of charge. We would much prefer that you raise your concerns verbally or on these forums than vote with your money and not subscribe, however, I do not monitor these forums that often, so the issue will probably be addressed sooner if you phone me.
Just a quick summary of what we have done resulting from comments on these forums as well as customer complaints.
1. We have got rid of our "purple monster" website after criticism here and
elsewhere of having an unprofessional site.
2. We give you an option of doing a "rolled topup" so that whatever you do
not use of your topup get carried through to the following month after
being accused of "stealing the topup"
3. Our flexicap option charges you per Mb after you reach your 3Gig Cap and
then allows you to topup if your per Mb rate is higher than the topup
rate. This after having being told by chris from Acron Business solutions
that it was unfair that we force people to topup in 3gig increments when
he only ever goes over by a couple of Mbs.
4. Our Capsaver option which allows you to save your unused portion of your
cap indefinitely was introduced when John Andrew Littlefield
(
[email protected]) said that he could never benefit from a "rolled
topup" because he never topped up and could we introduce this service.
5. We have tried to make the wording on all our documents less technical
after numerous complaints that customers did not understand the wording.
So, as can be seen, if you raise an issue we will do our best to address it. The current issue is that we have no telephone skills, hopefully that will be point 6 in my next post.
Regards
Laurie
.
