Hi All,
I am new here, but I want to tell you about my customer service experience with iBurst.
I signed and fax the application on Thursday, 12 October 2006, to the designated number and promptly received an invoice (IN106016). In conversations with the sales consultant 1, I arranged payment and pick-up of my modem and starter pack on Saturday, 14 October 2006. It was confirmed that the sales consultant would be at the office.
On Saturday between 10:55 and 11:15 I dialled the following telephone numbers to make arrangements; 011 807 1482 / 011 803 0411 / 0861 247 665463. None of these were answered, which lead me to the fact that your offices are closed on a Saturday.
On Monday, 16 October 2006, I phoned at 10:00 to get everything sorted out. I spoke sales consultant 2, who was very apologetic and wanted to help me. He promised to look into my problem and phone me back with a solution. I am still waiting. At 12:00 I called again and asked for consultant 2. He could not even remember my name, not to mention my problem. I was transferred to consultant 1. It sounded as if he adopted the attitude that I was a problem customer and the sooner I cancel everything the better.
I expected a company that is trying to provide a alternative solution to Telkom would have great customer service as it is their opportunity to stand set the bar really high. Their product might be good, but they do not have any customer service. It seems as if they have already fallen into the trap of many South African companies with poor customer service.
Needless to say, I will be going to Telkom for my fast connection. At least I know what to expect from them and I cannot be disappointed.
I am new here, but I want to tell you about my customer service experience with iBurst.
I signed and fax the application on Thursday, 12 October 2006, to the designated number and promptly received an invoice (IN106016). In conversations with the sales consultant 1, I arranged payment and pick-up of my modem and starter pack on Saturday, 14 October 2006. It was confirmed that the sales consultant would be at the office.
On Saturday between 10:55 and 11:15 I dialled the following telephone numbers to make arrangements; 011 807 1482 / 011 803 0411 / 0861 247 665463. None of these were answered, which lead me to the fact that your offices are closed on a Saturday.
On Monday, 16 October 2006, I phoned at 10:00 to get everything sorted out. I spoke sales consultant 2, who was very apologetic and wanted to help me. He promised to look into my problem and phone me back with a solution. I am still waiting. At 12:00 I called again and asked for consultant 2. He could not even remember my name, not to mention my problem. I was transferred to consultant 1. It sounded as if he adopted the attitude that I was a problem customer and the sooner I cancel everything the better.
I expected a company that is trying to provide a alternative solution to Telkom would have great customer service as it is their opportunity to stand set the bar really high. Their product might be good, but they do not have any customer service. It seems as if they have already fallen into the trap of many South African companies with poor customer service.
Needless to say, I will be going to Telkom for my fast connection. At least I know what to expect from them and I cannot be disappointed.
