After hearing of lots of people having problems i felt I should put them down. Below is just my complaint to them and of one other user.
Mine:
The other user:
And these are just 2 of many complaints...
I will never ever use cybersmart again. Its both cheaper, and more reliable to just use Webafrica or axxess.
Hi
There are a couple of points raised here some which are valid some are a figment of someones very vivid imagination. I will try address each one in turn
a) With regards to our terms of use. This subject has been dealt with ad nauseam on these forums. So as not to repeat myself please refer to my response here:
http://mybroadband.co.za/vb/showthread.php?t=118629&highlight=cybersmart+terms&page=6
b)With regards to slowness, we have experienced a bandwidth shortage between Feb till end of May. Bandwidth that we ordered in November last year did not arrive and when it did arrive, the order was only partially fulfilled. We do not have an issue now, in fact we are relatively undersold and if your account is slow is more likely than not that you have the DNS settings of another ISP, which is one of the reasons that our terms and conditions are as they are. We have already ordered our next upgrade even though we are undersold at the moment and if this upgrade is not available by the end of July, there is a potential of slowness. We have no indications as yet that there will be a delay.
c) If there is a mistake because you used your account in two places and the one line is a 4mb line and the other is a 384Kb but when the system checked it detected a 4Mb line, we will ALWAYS give you a credit even though you should not have been doing this in the first place.
d)The accounts are locked automatically to your location so that if your account is stolen, it cannot be used elsewhere. You must have a fair amount of cheek to steal an account, realise that it does not work because it is locked and phone in to ask for it to be unlocked. The voice calls are recorded so we don't do a security check as we deem the voice recording sufficient in a dispute to determine whether the customer did or did not authorise the location to be unlocked. If a location is unlocked erroneously and the voice calls indicate that it was not the customer that authorised it, the gigs will be refunded in terms of our "no stolen gigs" guarantee. There is a fine line between functionallity and security and we deem the security of a voice recording is sufficient for this particular function. If you require a bank details changed, you will need to fax a signed copy of the new details to us.
e)With regards to voice calls jumping around. The asterisk implementation was outsourced. This was a mistake. We have now brought this in-house and the problem has taken a while to fix. You will not jump around anymore. With regards to the system saying "estimated hold time 5 minutes" which then goes to "estimated hold time of 10 minutes" this is an indication that there is a general problem and that the current number of operators are not coping with the number of incoming calls. We have recently implemented a new system where this anomoly is detected, standby operators are sms'ed and are asked to take up additional load. This usually solves the problem.
f) With regards to nightrider not working. Please take note that there was a general offer to this forum to trial the offering for free before release. In fact there were even a couple of snide remarks that this was a marketing ploy. There were only 15 people who took up this offer and we did extensive testing of the product. Only once I received an ok from every one of the guys trialling did we release the product. I feel that we made every effort to determine correctness before releasing the product commercially, but as with every software release, it is possible that there are still errors and we will endeavor to fix every one of them as soon as humanly possible. An error report of "it does not work properly" does not really help isolating the error. I have recently received a well documented error report that shows that nightrider usage is not accounted correctly if the download starts at 1am and stops before 2am, I am working on this problem currently and it should be fixed before the end of next week at the latest. In the interim as a workaround, make sure your router does not disconnect between 1 and 2 or start the download after 2. I have worked in the open source environment for a number of years and it is a general accepted policy that a software bug/exploit is reported to the company with a "proof of concept" of when the bug/exploit occurs. The company is given a reasonable timeframe usually between 2 to 4 weeks to remedy the problem before the bug or exploit is released to the public or the company is flamed on a public forum. Since we were not afforded this courtesy I think the comment "it doesn't work" is a little unfair especially since the product is not even 2 months old and especially since the person who said this has not cancelled the nightrider service. The reason I can say this for certain without knowing who the person is, is that nobody has cancelled the nightrider service.
Regards
Laurie
I know my way around the internet well enought to make that statement!
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