CYBERSMART NOT THAT SMART ANYMORE

I am a well versed IT Engineer in multi-facet IT systems and a client of Cybersmart for many many years and always had excellent service. The then MD Laurie Failkov was hands-on and had a no-nonsense style and things got fixed very quickly. I have a very decent ADSL package too and cannot complain about that. My complaint is about their SERVICE LEVEL AND SUPPORT STAFF S****S. They changed their accounting system to a self-serve client zone environment which is good in itself, but this is where the chaos started. The support desk staff (except for two) are really useless, they can take you call, escalated to the SENIOR and that is it. And after a long thought I decided to write a complaint's letter to them and is still waiting for an answer. Herewith the letter: it makes for good reading.

Sirs,

Normally I do not complain and try to sort out issues with the right knowledgeable people. But recently I ran into a support “wall” of staff that does not have the know-how to support issues and I cannot get hold of someone who I can talk to about problem solving. All what I understand from the support desk they help with minor issues such as “clear your cache”, “restart your router”, “perhaps you have a line issue” etc. and “I’ll escalate an email to a senior…”; I can send an email myself which I have done many times, but the response is not always there.

As a seasoned IT Engineer with more that 35 years of IT experience and who worked in all facets of the IT field, Networks Systems, Server Systems, Integrations, but mostly architecture, systems design & development, I understand what it takes to deliver an excellent support service for these systems.

I cannot say the same for your hosting department, perhaps the same for the ADSL support crew. There was however one person who were very helpful, and it was Jaden; thanks to him we have pinned down issues and have it speedily fixed. From the other staff the usual answer is “You can send a mail to the hosting department and ask them to call.”

Honestly, I would have appreciated it if an expert could answer the phone or at least return a call to sort out issues, to ask the right questions and give the correct suggestions. eMail does not work – a phone call does but holding the line for 30 minutes+ after speaking to a “representative” is not a norm, as I just did now.

My complaint goes so deep that one of my clients has lost his domain (bagdadcafe.co.za) due to an accounts department error with the cut-over to a new system – they did not take into consideration the signed debit orders and I assured my client after he received notices that he do not have to worry – it is just a notice and the funds will automatically be deducted from his account. Needless to say, one or other China mining company grabbed the domain name after the domain renewal expired . Furthermore, all my personal domains were transferred to one of my clients and by accident I discovered it. Thanks to Malon, he was very helpful to restore the chaos, but bagdadcafe.co.za is still gone – renewal date is 09/10/2019 and I asked Malon to see if we can get it back.

So, I do not know if my complaint will be received in good faith and whether it will be helpful or not to get more knowledgeable support staff or quicker personal response from the experts, but for now I feel it is chaos. And the best of all, I do not want to move away to another ISP purely because I have faith in you guys, and I’ve come a long way with Cybersmart.

Kind regards,

THEY CANNOT CLAIM TO THAT SMART ANYMORE....