Terrible Customer Care

Item: Cybersmart
Rating: 1
Author: Bennie van der Merwe

I have been with Cybersmart for many years now but I think I have come to the end of the road with them. I am giving up on their "accounts" department! Their Support department has always been great though. My issue is that I moved to a new place at the end of March 2017 only to find that Telkom had made a mess of things at the exchange side. During the resolution of the problem with Telkom, two Telkom technicians told me over the phone that I am 3.3 km from the Telkom exchange and CAN infact get an ADSL line speed of 10 Mbps (I am on 4 Mbps because I was too far away previously). I requested Cybersmart's accounts department to request an upgrade to 10 Mbps from Telkom (I rent my ADSL line from Telkom via Cybersmart). Usually it takes a couple of days for Telkom to respond and then for the Cybersmart accounts people to get back to me with that respone. Only this time the response came right back from the Cybersmart acounts department stating that the Telkom "specialist" says I can't get 10 Mbps. I email the accounts department back stating that this is an obvious lie from Telkom. They did not check. How could they have doen so in a matter of hours if they normally take days to respond? Please, I ask, go back and tell Telkom that two of their own technicans informed me that it is indeed possible to go to 10 Mbps, AND that I have been through this exact same thing with Cybersmart and Telkom at a previous address. At that address they did in the end give me the 10 Mbps line (a fantastic quality line btw), but which Telkom also said was "impossible". In my email to Cybersmart accounts I stated flat out that I think Telkom employees respond immediately with the "impossible" answer just so they don't have to do anything! So what does the Cybersmart accounts person do? She forwards my email directly, as is, to Telkom!!! Nice going Cybersmart! With people like this in your accounts department, you don't need any enemies! You can shoot yourself and your customers in both feet, no need to even get up for that! Why do I rent my Telkom ADSL line via Cybersmart? SO THAT YOU CAN HELP SORT OUT THE TELKOM ISSUES. HELP. ASSIST WITH. Not to just be the middle man and pass messages to and fro!!! BTW, when (at the end of January 2017) I informed Cybersmart of my planned move at the end of March 2017, I explained all about the new address, the when and the where, and also that I had already informed Telkom of the fact that I was going to move. A couple of days later I get a phone call from the Cybersmart accounts department lady saying she had received my email and she asked "DID YOU INFORM TELKOM OF THE FACT THAT YOU ARE MOVING?". For real? Serious? Do you read your customer's emails or do you just scan the first line and then do whatever it is YOU GET PAID FOR? Are the Cybersmart accounts people so LAZY that they DON'T even READ the emails they receive from their own CUSTOMERS? My answer would be a resounding YES!!!!

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