Forum Discussion

Michael_3077106's avatar
Michael_3077106
SMARTY Enquirer
07-04-2025

Customer Satisfaction

Dear smarty,
 
                   first of all i would like to express my severe frustration & anger  about getting to this point of contacting your company.
I have had to click on & re click articles trying to make contact which is a lot harder than trying to get out of a very large maze or even solving a rubik's cube.
The methods one has to go through on your page is just totally outrageous just to get to this point of emailing you.
There are no contact numbers & the web chat is non existent which i & many other users find totally unacceptable as paying members.
The reason for my email is that i want to cancel voicemail or deactivate it so i just get calls coming straight through & make it my decision to answer or not without having to go through the rigmarole of listening to msges through voice mail.
There is no 3 digit number to ring like any other provider like ee, vodafone etc for customer services or to hear your balance etc etc (Why??)
I recommend that you upgrade your service so even your paid members can actually get through to some one which will make it a lot easier than the current method you have in place at the moment as i certainly don't want to spend half an hour or even an hour trying to contact smarty on a computer or phone which you must agree that is unacceptable.
So please give your customers what they want which is an easier way to contact you.
 
                       Sincerely yours
 
                           Mr M. Edge...
Customer Support

5 Replies

  • MariaAr_2371195's avatar
    MariaAr_2371195
    SMARTY Pioneer
    18-09-2025

    I think the same, why it is so difficult to contact someone? Webchat is just an índex of generic answers, there is no way to contact anyone. No only I had rubbish connection all through the Summer, now I cannot get hold of anyone. It doesn't make sense to continue using this Company

    • MSF's avatar
      MSF
      SMARTY Guru
      18-09-2025

      MariaAr_2371195 Smarty keep costs down by not having telephone customer service.

      The web chat starts with a bot but usually offers the chance to go through to agents.

      The good thing is that you are not stuck in a long, expensive contract and so if it does not work well for you it's easy to move to a network that gives what you need.

  • MSF's avatar
    MSF
    SMARTY Guru
    07-04-2025

    Michael_3077106 You are not writing to Smarty here - this is the Community forum and we are customers like you.

    Nothing is likely to happen as a result of this post - you need to firstly try Smarty Support and then make a complaint if your issues are not resolved.

  • SmartyTrousers's avatar
    SmartyTrousers
    SMARTY Centurion
    07-04-2025

    Michael_3077106 Smarty keeps costs low by providing support online, just like Giffgaff and Voxi, etc. do. You may notice that the likes of EE and Vodafone, which do offer telephone based support, charge significantly more for their service than Smarty do. You pays your money and you takes your choice. Although I vaguely recall a recorded message strongly encouraging me to get help online the last time I called Vodafone, so even the more expensive providers would rather you didn't call them.

    Smarty's online chat certainly exists, and a chat can be started from the chat icon on the homepage. I've used it a handful of times in the past and haven't had any issues. Replies aren't instant, but I would just think of it as being like when you text someone.. they'll reply when they can. At least there's no waiting in a queue on the phone.