My trip to WBS offices, and meeting Shaun Green

w1z4rd

w1z4rd

Karmic Sangoma
Joined
Jan 17, 2005
Messages
52,146
Reaction score
8,340
Location
127.0.0.1
First off, the okes there are looking really stressed, they are not having a good time at the moment.

I said hi to both Shaun and Dylan. Pretty much, what I got told, is that the current slow down is effecting 30% of the Iburst users (which I believe is a very generous figure).

No one I spoke to seemed to know what was happening (Well at least I was not given and specifics on the matter), Shaun mentioned that he was giving Louis until tomorrow night to sort out the problem, and was going to give him the benifit of the doubt. I may have got this wrong, but it seems they were only recently aware of the MSN/IRC issue.

Sean also mentioned there were a couple of hiccups with the bandwidth monitor.

While I appretiate Shauns efforts to help us out (and he was about the only hopeful person there to speak to), but I came away from that meeting with no confidence. My attempts to get a reseller account for the future was met with an "ill email you later", and my attempt to meet with the marketing person plugged even more. There seems to be a lot of chiefs there and not enough injuns.

On the plus side, their call center is looking pretty spiffy :) And they have ordered 15MB more bandwidth, however since I got such a mixed reaction there, I cant say things are looking good.

Im giving it until tomorrow, then I will order ADSL, its that simple for me. I am loosing money here, and I cant afford to loose anymore.

Im sorry, but I have tried to stay as loyal as possible, but this is costing me way more than the subscription fee.
 
Pan I think thats the right attitude, if you are losing money then you just can't wait around forever, so give them untill Wednesday night and then if you're not getting any luck just make the switch. I think thats it in a nutshell.
 
pan - I side with slim here. If you had the choice of phone providers, would you stay with telkom? If you have a choice between 'broadband' ISPs, and iBurst sucks for you, why stay?
 
I must admit I find myself in the same situation, I am trying to be patient and loyal however its a lot more difficult since launch, prior to launch I "forgot" about all the incidents and mistakes. I will stick around a bit longer in hopes of better service.
 
vowthorn said:
oh look sentech II...
Click to expand...
:) - but seriously let's not go there - I don't want to miss watching "Baywatch Sydney [Bristow]" bcos there's a war in the iBurst forum tonight - as a former supporter of the "time for war?" thread, methinks we need to calm down here - post about problems, and please let forumites post about the experience they have right now - the flame wars start when you try to constrain & stop freedom of speech.
 
You can't compare sentech to anything...there is nothing worse...been there...almost died.... :-)
Compared to sentech iburst is way better from my own personal experience.
 
sure I think iBurst is waaaay better to sentech... i know... i used sentech

the problem with iBurst seems to be as Pan describes it... Too many chiefs... look at where it landed Sentech... I dont know how committed iBurst is... and from the current actions not very committed except maybe for Shaun, and even that is questionable as he is famous for appearing on these forums adding NOTHING constructive which is fine... if he did not work for WBS.

We see him representing WBS. Well I see him as representing WBS and he has failed to come on here to reassure us or anything.

So going back to what Pan describes... it sounds like WBS are in DEEEP **** and are not communicating this... time is the teller of many things.
 
I must admit, I still use my 512KB sentech and it kills my iburst atm. Yeah its more expensive but I get close to "advertised" speeds and its far stable. Hopefully WBS will get things right. Cause I hardly use my iburst anymore, just too damn slow.
 
alchamy said:
I must admit, I still use my 512KB sentech and it kills my iburst atm. Yeah its more expensive but I get close to "advertised" speeds and its far stable. Hopefully WBS will get things right. Cause I hardly use my iburst anymore, just too damn slow.
Click to expand...

WBS should work for everyone... my office use sentech as well... the 512 and at the moment it is slaughtering iBurst with certain things...

But at night Sentech cannot compare to iBurst

and allround iBurst cannot compare to Telkom ADSL.

Telkom arent just a monopoly for nothing... they seem to know what they are doing unlike two bumbling wireless companies... who only deliver sometimes...
 
vowthorn said:
...
the problem with iBurst seems to be as Pan describes it... Too many chiefs... look at where it landed Sentech...
Click to expand...
Ok, just as a matter of interest how big was the Sentech MyWireless operation ITO staff - numbers? Like Pan said, it looks like WBS could be extremely understaffed if customers were in the queue for ~20 minutes last week when all this started - that indicates a high volume of calls with not enough people to deal with the workload. It's no wonder WBS need some part-time people to handle the workload - if all this supposition is true it supports what Pan said about the staff looking really stressed out.

There is ofcourse a way to confirm all this assumption - has anyone spoken to new helpdesk people yet - or come across some new names that you haven't heard before?

I can name some of the people: Tshepo, Thato, Smitty, Portia, Tyrone, Dylan [naturally], mind goes blank here...

Who else is there taking calls on the helpdesk?

Added [the list so far using feedback in posts following this post]:
  1. Tshepo
  2. Thato
  3. Smitty
  4. Portia
  5. Tyrone
  6. Sheila
 
Last edited:
i spoke to shaun about this, he mentions something about getting more staff soon
 
ic said:
Ok, just as a matter of interest how big was the Sentech MyWireless operation ITO staff - numbers? Like Pan said, it looks like WBS could be extremely understaffed if customers were in the queue for ~20 minutes last week when all this started - that indicates a high volume of calls with not enough people to deal with the workload. It's no wonder WBS need some part-time people to handle the workload - if all this supposition is true it supports what Pan said about the staff looking really stressed out.

There is ofcourse a way to confirm all this assumption - has anyone spoken to new helpdesk people yet - or come across some new names that you haven't heard before?

I can name some of the people: Tshepo, Thato, Smitty, Portia, Tyrone, Dylan [naturally], mind goes blank here...

Who else is there taking calls on the helpdesk?
Click to expand...

IC in all honestly as a paying customer of iBurst I actually couldnt give a fiddle what their internal problems are. It's so easy for people to say 'pick another product that works' I can imagine their companies have the same standards and services as iBurst.

Fact is iBurst's launch was laughable. A week into it and look at this forum... MORE problems then resolutions. ZERO communication to ibursters. WHat? am I meant to respect them for trying? Sorry... respect is earned... right now they should repsect their customers who are paying them.

If this was a free service(ride) then for sure I wouldnt complain... BUT it's not free... and right now is OVERPRICED and for this I will complain and complain and complain until something called customer service is at it's highest.

I had to phone DATAPRO tonight... That is service!!!!

I don't need a kid on the other end of the line at WBS answering all my questions with: I Dont know... cuz I will happily do that for 20 bucks a hour as long as I can drink on the job.

And all this for 700? Pathetic.
 
VT, sure, I hear you, but I am looking at using the staff numbers as a measure of whether we have a chance in hell of getting the Customer Service & Support that we are paying WBS for [in addition to bandwidth that is, and in some cases modems on a 24 month contract].

Just humour me on this one - has anyone spoken to any new helpdesk orcs lately [other than the ones I listed offhand in my previous post]???
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X