Have to say I'm not very-impressed with SMARTY support so-far.
Since I joined SMARTY a couple of weeks ago, I've been having issues with very-low data-speeds in my local area, and constant issues in sending and receiving phone-calls (to other mobiles or landlines).
I reported this by e-mail to team@smarty.co.uk this Monday, and had someone called Rehan message me later that same day (from an address ending "@smarty.intercom-mail.com"). So-far they asked me for additional information, and after every single time I reply to them, I'm then asked to resubmit all of the following:
Full name; Date of Birth; Postcode; Last Payment Made to SMARTY.
Bit tedious to have to re-submit this after every single e-mail I send to them. Surely once at the start of the support would be enough? (Especially given I'm only asking for support, not to make payment or account changes where you'd need to verify each action.) ๐
Anyway... I've just followed-up after being out today with some more postcodes where I've tried doing calls, and tested my data-speeds, but got this AutoReply from Rehan's account:
Thank you for contacting SMARTY.
Please note that this email is no longer in use. Your message has not been forwarded, therefore we need to ask you to email us again at team@smarty.co.uk
Which I did. Only to then receive this AutoReply:
Thank you for contacting SMARTY.
Please note that this email is no longer in use. Your message has not been forwarded, therefore we need to ask you to email us again at team@support.smarty.co.uk
So apparently that's now the e-mail to use.
Anyway... I did forward my e-mail onto that new address, and yes... you guessed it... I also had to re-submit my full-name, date of birth, postcode and last payment made to SMARTY. ๐
Let's hope someone there does receive my forwarded e-mail and replies, as so-far I'm not sure whether to remain a customer if I cannot get my calls issue sorted, at the least.
And perhaps they could also consider (1) not asking for all that personal information after every single reply you send them during a support chat; and (2), if you change e-mail addresses, maybe be proactive and send anyone you've an active ticket with an e-mail to advise it has changed?
