Smart Village fibre broadband service complaints
Smart Village, a provider of fibre-based services to a number of gated communities in South Africa, has told MyBroadband that it has resolved issues reported by users on HelloPeter and the MyBroadband forums.
Users of SmartVillage’s services have complained about connectivity problems and difficulties signing up for products.
Asked whether complaints about connectivity problems are indicative of a general problem on their network, Smart Village said that a minority of complaints do refer to general issues.
These are addressed and resolved as quickly as possible within service level agreement timeframes, Smart Village told MyBroadband.
“Smart Village is continually striving to retain its current high levels of uptime on its networks by investing and keeping its next generation technology up to date,” the operator said.
According to Smart Village, it maintains a 98–99% uptime on its networks.
“[Smart Village] acknowledges that we do have isolated faults, which we address as promptly and efficiently as possible within our publicised Service Delivery Commitment,” the company said.
This service delivery commitment is broken down by time of day and days of the week, and may be found on the “Contact Us” page on the Smart Village website.
Further questioned about the action taken to address subscriber concerns, Smart Village said that it has made a significant investment “by implementing a uniquely developed CRM System” through Oracle CRMOD.
“We have several available channels for the logging of Service Requests, new installations, complaints and escalations and are in ongoing communication to our customer base as defined by the above system’s workflow management process,” Smart Village said.
Smart Village client self-service portal (http://iz.smartvillage.co.za/smartvillage/default.asp)
Consumers have also complained that it is difficult to buy additional data from Smart Village and that they have struggled sign up for services; problems the operator says it has addressed.
Smart Village said that it has implemented a “Tier 1 billing platform and a tailored customer web interface” that lets subscribers monitor their usage and buy more data online, even when capped.
Though users continue to report receiving no response from Smart Village when trying to sign up, even when escalating the issue, the company said it has dedicated channels for users to query new applications.
It has a dedicated e-mail address where clients can send their applications and escalate their concerns, and contact may also be established through its website’s query form, Smart Village said. This is accessible from the “Queries” button on the “Contact Us” page on the Smart Village website.
“Any other queries may be directed to our Call Centre on 0861 845 5243,” Smart Village said.
More on broadband and fibre services
Smart Village FTTH network opened to ISPs
ROS: Internet, DStv, entertainment, security in a box
Broadband prices: Telkom ADSL vs Smart Village
Biggest broadband bandwidth users in SA
Loading ...