Constructive Criticism: Customer Service & Support Issues...

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Pathetic speeds

Pathetic speeds on Iburst here are some stats from the Pretoria / Wonderboom area. Note the packet loss. :mad:

Date: 12/04/2005 (Tuesday), 09:36:48
Nodes: 6


Node Data
Node Net Reg IP Address Location Node Name
1 1 - 192.168.0.1 PRETORIA lasere18022005
2 2 - 196.30.31.101 Alexandra
3 1 - 192.168.0.97 Unknown
4 3 1 196.30.31.254 Alexandra fe6-1.gw10.jnb6.alter.net
5 2 1 196.30.156.34 Alexandra fe4-1-0.cr2.jnb6.alter.net
6 4 2 66.221.101.163 Arlington systemconsultants.com


Packet Data
Node High Low Avg Tot Lost
1 0 0 0 1 0
2 629 54 115 50 1
3 127 127 127 97 96
4 2456 65 138 51 2
5 3102 38 132 51 3
6 ---- ---- ---- 98 98

Getting what you pay for…………………
 
laserelectronics said:
Note the packet loss. :mad:
Click to expand...

Keep in mind that some routers/servers will drop ICMP packet requests ... Or am I missing the bus here?
 
As been repeated so many times on other threads. Please just inform your customers about problems you are experiencing.

Just be honest: Say: We have a problem, we don't know what it is > but well keep you posted (and please do!). Please give us a week or so.....

This way you WILL eliminate a lot of hatemail.

Just my 2c worth, LOL
 
i think it's pointless even mentioning any sort of critiscm at this point about wbs. they seem to be ignoring everything we are suggesting. with sean green missing in action due to ill health who seems to be the only person bent on customer service one is completely lost.

my only form of constructive and objective input into this wbs saga is that they either clone many shaun green's or hire many more people who share his passion and committment to getting issues resolved.

it is now the weekend and i have a suspicion that my problem will probably only be resolved on monday which is useless to me as i only get to utilise my iburst connection on the weekend.

but i know this is more of a rant and a waist of my time even posting anything because if wbs have proved one thing. they dont care what we have to say or suggest. the problem does not lay with sean green. it lays higher up with those individuals who seem to not be phazed by the current rubbish they are dishing out to everyone. wbs employees and wbs customers.
 
ic said:
Time for Mr Parvin to make an appearance & first & foremost apologise to us customers!
Click to expand...

i agree with you here... i assume Mr Parvin is afraid that the moment he steps out from his corporate sheild he is going to be bitched slapped by customers... which could have been completly avoided had they managed things right from step one, everyday they 'hide' real issues from us they loose credibility with the public.

bad move.
 
A nice idea will be if Mr Parvin and perhaps Shaun (or some puppet that cares) will engage in conversation with clients on IRC (or similar interactive means) under supervision of some moderators from this forum (to do damage control).

I refuse to waste money on calling them, they're in the ISP business, have provided online helpdesk facilities, why don't they respond to online queries??

Before the launch I was quite satisfied with the service, they even responded to my online queries, now after the launch my service has only deteriorated and I get the mushroom treatment... BAD PR!!!
 
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Tx IC

I actually meant for a one-time session being advertised here beforehand to just get some real answers on issues coming along for a while, not as a continuous support channel, specifically to get answers out of the horse's mouth so to speak.
 
Guys. I have a HUGE complaint,

Have any of you read the iBurst forum lately? Okey, Okay, I know that the techies are under stress, and I know that there are some really rude remarks made by client of which I do not approve at all. Especially the language use.

And I MUST say that I have e-mail'ed and used the helpdesk feedback form to complain about this (language I mean) as it is a public forum (not as if iBurst support seems to care though).

BUT: I am really concerned about the feedback, AND the manner by which this feedback from support helpdesk (I think its ont of them in any case. Read the threads and decide for yourself. Look at words like "we" and "us") is being conducted.

There is blatend and directed personal attacks made.

Am I the only person that gets offended by this sort of replies? Geeezzzz, I hope not.
 
Probably the biggest problem with their forum is that posts are anonymous.

There are many proven bulletin board systems available (eg vBulletin as used here), why not use one of the proven systems?

I have actually read through it today and agree with you.
 
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That forum is a total disaster. I cannot imagine how it benefits anyone...

I cannot imagine any serious business tolerating such a PR nightmare on their own website. If this doesn't scream, "WBS, company in chaos," nothing does.

If I were a member of the press, I would have an absolute field day...
 
i think wbs were actually counting on a succesful launch. I wouldn't blame them either. I was excited abou their launch because prior to lanuch everything seemed to be going really well and now it seems everything that could go wrong has gone wrong.

yes and that forum is a complete disaster... they should atleast have swear word filters like vbulletin. but from the word go that new website has some features that really need to be neatened up a bit.
 
I just can't believe that there is no moderator on the forum. The replies seems like it does come from WBS.

As soon as Shaun is feeling better I will give him a buzz to follow up on this.
 
One idea from the early days of the Internet: how about a status page that shows the utilisation of the major links - and even the minor ones. A graph like this will help users know when the link is slow because of technical problems, and when it is because of high traffic. This would also let soem of schedule downloads for the quiet periods.

MRTG used to be the tool of choice for this. Easy enough to set up and quite likely being used internally. I certainly hope there is some network management in use... :)

Problem is that this can be "politically" sensitive, so I just hope that iBurst is enlightened enough to know that openness is better than trying to hide their problems.
 
Everyone has been friendly to WBS for some time. Stuff their bullsh*t. You guys are JUST LIKE SENTEC. There is no counter argument. Helpdesk is pathetic (0/10), product pathetic (0/10). Yes, people like Mr. Green are friendly and nice, but IT DOES NOT HELP SOVLING ANY PROBLEMS. You guys are ruinning the SA broadband market by being another stuff up! So face it.


CONSTRUCTIVE CRITICISM AS NEVER HELPED WITH WBS!
LETS ALL GIVE THEM WHAT WE REALLY THINK AND HOPE THEY GO BROKE!

STOP HUMILIATING THE SA IT INDUSTRY BY OFFERING CRAP!
 
mfrench42 said:
Problem is that this can be "politically" sensitive, so I just hope that iBurst is enlightened enough to know that openness is better than trying to hide their problems.
Click to expand...

Nobody could accuse them of enlightenment so far... :(
 
Saint_DC said:
Helpdesk is pathetic (0/10), product pathetic (0/10)
Click to expand...

Well, that's a bit extreme. Personally, I think the product (Iburst) is very good. The company (WBS) delivering the product, however, is in a state of total disarray. I really think they want to deliver a great product at a great price with great service, but at present it is beyond their level of competency.

Hopefully, their performance since launch will halt their growth long enough for their competency to catch up. They don't really have much choice. They have a sunk a huge amount of capital into this venture, and unlike Sentech they are not state-owned. A failure to deliver means the loss of real money.

They have no other option than to get back on track. Sink or Swim.

Having said that, I'm just very glad that I'm on 30 day notice.
 
Better we go march to WBS all the clients then ull see how fast theyll try fix there stuff, We know they are under stress, but come on its been like this for long time for me since launch. I dont like it at all really, IC, did speak to someone at WBS about that but seems like nobody is doing anything
Bandwidth usage montor should look like this

DATE : TIME LOGIN : IP : BASE STATION CONNECTED : UPLOAD / DOWNLOAD | TOTAL
 
Mr Green!

Well done! Please note my new thread. However, being polite does not help all the pissed off people. Also everyone has already spoken to you and there has been bugger all done about it. Please get to a solution ASAP. I am begining to think you're kind words mean nothing. Try!

Thanks
 
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