Call for Calm

[kaspaas]

Hi Guys,

the past few days are some I guess iBurst management would love never happened.

Many have said what they wanted, and the Big Boss at iBurst has apologised in public for what has happened. Finding the root cause of the problem, and acting on it obviously was not a single day's work. Having a Big Boss taking public responsibility is something almost unheard of!

From the postings this was obviously not acceptable to some - and the responses bordered on puking.

Jannie has only entered the management team less than a month ago. Let's give him his 100 days.

I'm quite confident that the mess around the debt collection (and other billing issues!) is the result of Jannie stepping up management focus on this department - and it resulted is some very rough handed human reactions - like if the Boss says, I'll do as he says without doing my best to have the best outcome of his instructions - never mind the disaster following.

At present I will not recommend iBurst to anybody - in spite of the bang for money they offer on smaller databundles - due to the admin/billing problems.

I'm open to give Jannie his 100 days - and I'm sure he won't disappoint me/us!

 

[The_Unbeliever]

Hi Guys,

the past few days are some I guess iBurst management would love never happened.

Many have said what they wanted, and the Big Boss at iBurst has apologised in public for what has happened. Finding the root cause of the problem, and acting on it obviously was not a single day's work. Having a Big Boss taking public responsibility is something almost unheard of!

From the postings this was obviously not acceptable to some - and the responses bordered on puking.

Jannie has only entered the management team less than a month ago. Let's give him his 100 days.

I'm quite confident that the mess around the debt collection (and other billing issues!) is the result of Jannie stepping up management focus on this department - and it resulted is some very rough handed human reactions - like if the Boss says, I'll do as he says without doing my best to have the best outcome of his instructions - never mind the disaster following.

At present I will not recommend iBurst to anybody - in spite of the bang for money they offer on smaller databundles - due to the admin/billing problems.

I'm open to give Jannie his 100 days - and I'm sure he won't disappoint me/us!

+1

 

[RVFmal]

The past few weeks have been interesting times for iBurst (as a viewer from the sidelines).

I do not envy Jannie in his endeavours to rectify the huge problems he inherited from the previous holders of the throne. We all knew that there were not going to be magic wands waved and problems miraculously being resolved and as with any new change in management and styles, there was going to be a fair bit of uncertainty and a few shaky moments that would unsettle people.

From my point of view of being a long time subscriber to the service, I have seen some improvement (as I am sure that we all have). Releasing Shaun from the tethers that held him back is a case in point. I have had solid support from the technical staff to some of the issues I have raised. I still experience problems, but, as has been pointed out, there is little that iBurst themselves can do (aside from further investment - which we all want to see, but need to take cognisence that these things are affected by a a variety of factors).

I am prepared to give Jannie his 100 days as he has inherited an horrendous mess on the accounts and billing side (among other areas that are problematic). To get these resolved will take an individual with a steady hand on the tiller, someone with management and patience skills that can be stretched to the limit, with the suave, smooth talking nature of a politician to keep calm the many who are baying for immediate change.

You cannot blame the consumer for becoming impatient as we have seen promises before and believe that we are entitled to a decent product, fair pricing, knowledgeable support and an accounts department who are quick to realise their mistakes and rectify any problems that might arise.

I can only wait and hope that all these will be forthcoming in the very near future and that Jannie has the demeanour to guide iBurst to a position of being a company lauded instead of denigrated.

 

[Ecco]

i dont use iburst, but was a at a friends place sunday and he couldnt even connect. Sad!

 

[kaspaas]

i dont use iburst, but was a at a friends place sunday and he couldnt even connect. Sad!

Don't get sad, GET SHAUN!

Please get him to contact Shaun ASAP - I can testify that Shaun has the resources to get connection stability issues sorted.

I'm using iBurst at home, and my connection is as stable as the ADSL at my parent's home.

 

[kaaskop]

If you really want iBurst work trough a different supplier like altech. Got mine trough them and they do the billing not iburst. If there's problems i can go knock on their door and tell them what i think of them.

 

[rpm]

Nice post Kaspaas.

It takes time to change a company around. Here is the article about the billing debacle: http://mybroadband.co.za/news/Wireless/8849.html

 

[Ecco]

Don't get sad, GET SHAUN!

Please get him to contact Shaun ASAP - I can testify that Shaun has the resources to get connection stability issues sorted.

I'm using iBurst at home, and my connection is as stable as the ADSL at my parent's home.

I will point the guy to this thread, and to Shaun.

 

[jannievanzyl]

Hi Guys,

the past few days are some I guess iBurst management would love never happened.

Many have said what they wanted, and the Big Boss at iBurst has apologised in public for what has happened. Finding the root cause of the problem, and acting on it obviously was not a single day's work. Having a Big Boss taking public responsibility is something almost unheard of!

From the postings this was obviously not acceptable to some - and the responses bordered on puking.

Jannie has only entered the management team less than a month ago. Let's give him his 100 days.

I'm quite confident that the mess around the debt collection (and other billing issues!) is the result of Jannie stepping up management focus on this department - and it resulted is some very rough handed human reactions - like if the Boss says, I'll do as he says without doing my best to have the best outcome of his instructions - never mind the disaster following.

At present I will not recommend iBurst to anybody - in spite of the bang for money they offer on smaller databundles - due to the admin/billing problems.

I'm open to give Jannie his 100 days - and I'm sure he won't disappoint me/us!

Thanks Kaspaas,

Clearly the historical problems with iBurst billing has created a huge groundswell and this last incident is therefore doubly unfortunate, especially as (for once) it's not directly related. But once you've got a reputation nearly any event will (understandably) be ascribed to the problem area.

 

[diegoa]

I am still waiting feedback to my queries today, and not gotten any answers.

 

[MidnightWizard]

End Game

@Rustum ,

In as few a sentences as possible , what are your conditions , what do you want for a final and conclusive end to this

MW

 

[bex.cpt]

Jannie I use iBurst a backup at the office and have not had slot of good experiences. I must agree with the original poster of the thread we should give you a chance to settle a baptisim of FIRE comes to mind.

Good luck it seems you are going to need it.

 

[Gekco]

Thanks Kaspaas,

Clearly the historical problems with iBurst billing has created a huge groundswell and this last incident is therefore doubly unfortunate, especially as (for once) it's not directly related. But once you've got a reputation nearly any event will (understandably) be ascribed to the problem area.

Jannie I wish to thank you on a personal note for the trouble you have taken to get my current issue resolved thus far.
I received a telephone call from someone at iBurst on your behalf earlier today.
I really appreciate it.

I will regard the specific matter as concluded once I receive the written e-mail confirmation of what was discussed and agreed upon.
It was agreed that the details would be e-mailed to me.

Although I can be hash in my criticism, I have always been one to give credit where it is due.
Once I receive that written confirmation, due credit will be given.

Thanks

 

[Rustum]

@Rustum ,

In as few a sentences as possible , what are your conditions , what do you want for a final and conclusive end to this

MW

Wizard, I responded; it was deleted. It was thought not to add value. It answered your question very specifically.

 

[kaspaas]

Thanks Kaspaas,

Clearly the historical problems with iBurst billing has created a huge groundswell and this last incident is therefore doubly unfortunate, especially as (for once) it's not directly related. But once you've got a reputation nearly any event will (understandably) be ascribed to the problem area.

I've had my round with billing as well last week regarding a failed DO.

The issues where communicated to Shaun, and, if billing are delivering according to promise, things will be sorted.

The communications from billing is close to a PR disaster, but Shaun already in private dowsed the fires.

Again: Best of luck!

PS: Looking forward to them R299 modems. If disposable cellphones can be sold profitable, why not iBurst modems as well

 

[iBurst]

Hi Diegoa

Check your messages.

I am there.

 

[iBurst]

Hi Bex.Cpt

Please dont forget to get me the contact detail..

Thanks

 

[Gekco]

Resolution

Thanks Kaspaas,

Clearly the historical problems with iBurst billing has created a huge groundswell and this last incident is therefore doubly unfortunate, especially as (for once) it's not directly related. But once you've got a reputation nearly any event will (understandably) be ascribed to the problem area.

Jannie and Shaun thank you very much!
I have received the written notification of the resolution to my current(now past issue.)
The resolution was more than fair and I am a happy man.

Shaun, thanks for going the extra mile yet again.
Jannie, thanks for getting involved in this personally and seeing it through.

If this is the way of the future - It is certainly a refreshing change.

 

[JacquesR]

Wizard, I responded; it was deleted. It was thought not to add value. It answered your question very specifically.

I saw that response before it was deleted, and certainly can't recall it violating any of the conditions of use on these forums. Any admin care to explain your censorship policy, which now appears to include deleting posts which annoy you?

By agreeing to these rules, you warrant that you will not post any messages that are obscene, vulgar, sexually-orientated, hateful, threatening, or otherwise violative of any laws. No attacks directed at any member or the forum / website will be tolerated.

 

[Gekco]

Censorship?

This censorship policy certainly bothers me as well.
I too saw most of those posts and in my opinion they did not violate the conditions of use.

Is myBroadBand (and I am posing this as a question not a statement) undermining it's own credibility as an authoritative source of actual user experience by removing posts which do not violate conditions of use?

These are the things I need to know.