Five times your ADSL cap

Hi Laurie, Regarding the KnightRider Product why is it necessary to move the Line to Cybersmart, can't I leave my line as is and still use the product.
 
For what it's worth I'm very happy with the service I've received from Cybersmart since applying for a DSL line on the 11th of June. I can remember the date cause of Cybersmart's useful online progress report regarding the application. I don't think a 9 day turn around time is at all bad considering weekends and the public holiday on the 16th. Also my standard Telkom line had to be provisioned for DSL.

Applying and completing the online application was quick and easy and the documentation required to complete the application is minimal and was accepted via email.

The rates offered appear to be highly competitive and I'm enjoying the consistent speed of the service compared with the 3G product I been using up to now.

So all in all a big thumbs up to Cybersmart...
 
laurie said:
Hi

Thanks for the valuable feedback. It is not often that someone takes the time and effort to document clearly and accurately what they believe the problem to be and to further make a commitment of signing up should the problem be solved. In exchange I will commit to see whether the terms specifically point 7 are made less onerous.

We went to great lengths to try justify each "onerus" condition, but it appears few people are reading these points. Bottom line and off the top of my head a number of things that other ISPs have set as default will not work with our accounts eg
smtp.saix.net
news.saix.net (this used to work but has stopped recently)
saix dns servers
our dns servers with other ISPs accounts
saix proxies

So if you don't cancel your account with your other ISP and you don't really know what you doing, then what we found was happening was that you would phone your other ISP because their email was not workig and they would say put in smtp.saix.net and their email would work, then our email would not, then you would phone us and we would say put in our mailserver (but the guy does not bother telling us he has another mail account) so the alternate mail address stops working. He then phones the other ISP and the cycle continues. The aim of this condition is to stop this nightmare from happening, because at the end of the day the customer moves away from both ISPs and we get a bad name because our support is "useless".

So, how would you suggest point 7 is modified, specifically to avoid the problem documented above. I will take this modified version to our lawyer and see if he can accommodate it. I am happy to take anyones suggestion to our lawyer as long as it deals with the above issue.

Bottom line is we do not act on point 7. As long as you know what you are doing and don't phone in for support then you may do as you like. However, if you phone in and you have a problem with some other email account or you have the wrong dns server and we realise you have another ISP we will politely refer you to the terms and conditions and say we cannot support multiple ISPs. So it is really not a case of being "too arrogant to want your business", we really want to be certain that we can support you effectively and the support problem becomes extraordinarily difficult if the setup can be potentially different on every single support call. It is far better for us to have people complain about our terms and conditions than our support and from what I can see from the majority of these posts it seems that our only criticism is the terms and conditions.

So your input in suggesting a modified term 7 will be appreciated as will your business.

REgards
Laurie
Click to expand...


I just want to make 1 statement. If you get services started which people like then there should be no reason for people to would even think of using another account.
I would suggest maybe if its possible to get you CapExtender 2 or 3 higher usages for the high usage people. If news server can be added. Like the news server proxy you had squid2.cybersmart.co.za to work. Just a suggestion give the people what they want and they will stay. I'm not saying at all give everything a cheap prices and free stuff. Not at all. Just be a good competitor . I won't even consider another ISP if the local had a bit higher package than just 20Gb and if cybersmart would allow news server download.
Another suggestion is something like openweb has. A openbrowse option. You guys can be the best ISP in South Africa if the options are just expanded a bit and the people are satisfied. I'm not saying you arn't doing it just the customers doesn't know what is planned and what could and will not happen. :)
 
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