Nice to see others complaining as well. I thought they took it personal when they stopped responding to me
I have had no luck with them responding, so I might as well post the last letter to them here.
Oh,and they have a little survey on their site asking "How do you rate our new site?" - the rating for "It totally sucks" is 58%, lol.
Sent this one on the 24th Feb to the iburst helpdesk recycle bin, enjoy
Hi,
Since your capturing person incorrectly used capitals in my logon details password and email name, it has made it increasingly more difficult to try and remember how to duplicate your mistakes each time I attempt to logon to your site.
The only reason I want to log on is because I have no idea how much bandwidth I have left as your bandwidth remaining indicator on that silly, oversized dashboard has not been working for the best part of this month, or any other month for that matter. If you happen to employ at least one IT person, maybe they can provide an answer as to why they are unable to fix that for months now. Otherwise just make one up or, if it is still the same person that caused the massive crash in your `dashboard live update without notifying the client`I will understand your problem.
Oh, and if you look at any site with a password requirement, their link takes you straight to `reset password` and not to a general enquiry like this email I am now forced to send.
On the good side, I do appreciate the extra bandwidth that comes with my current package. It brings your cost more in line with your competitors and I have even swung some new customers your way on the strength of that.( you do have a problem in that area as not all your clients are benefiting from the same R/meg and it is causing grumbling, you are definitely going to lose customers about that)
While on that point, you may now keep the "extra 250meg free bandwidth if you cancel your postal mailing of accounts". Just a little refresher for your records: I promptly opted for the option, and was most surprised to see that all you did, was to stop sending it to my work address and took it upon yourselves to send it to my home address instead of only electronically. There seems to be a bit of a confusion on your side as now it is coming back to my original address. I never managed to get any answer from yourselves on why I never received my free bandwidth, and at this stage, I don't care. For the record, I do not require you to send me anything in an envelope ever, unless I win a prize and you want to send me money - just use my email in future.
Hopefully this reaches the right people to respond timely.
I am not really cross, just a bit frustrated at getting bad service from a co that should not tolerate bad service
Just on the odd chance that this reaches a mentally challenged person, or a person suffering from the `Peter Principle`(Wiki that if you don't know), or just to make your life easier, here is a summary:
1. Send me a password reset - right now please
2. Stop sending me mail and use my email only - for attention: Accounts dept.
---------------------
3.(optional)
Return the following as a reply to me in an email after filling in the blanks and making minor changes:-
Dear Theo,
Thank you once again for your constructive criticism. We do realise that your voice represents a huge percentage of our client base, most of them afraid to speak up about the problems they are having with iBurst, or totally indifferent. We will take immediate steps to ensure that any query sent to us will be sent to the correct department and red flagged for daily follow up by the person originally receiving the mail, until the problem has been solved and the client has received an answer to every comment submitted.
We promise never to send out a newsletter for "Things to do for Valentines day" in March ever again.
We have also instructed our very competent IT manager to "drive thru the site" personally and make a comment on the following:
1. the fact that a customer must first decide if he has a compliment or a complaint BEFORE submitting a mail off your site.- what about big complaints with small compliments...? or big compliments with small complaints?( please don't make new buttons for these, just make one for "Comments")
2.After deciding that you will flip a coin and you actually attempt to say something, you are confronted with a little box that has a view of slightly smaller than a matchbox(actual size) that scrolls to the right if you type more than about 27 letters, and scroll down after about 5 lines. (and Theo, the funny thing is that after our MD saw this mail, he told the IT manager to go get a matchbox, put it in the middle of an A4 paper and cut out its profile. He is now not allowed to read or compose any of his mail, unless he does it through that little square only, until he fixes the reply window and make it more user friendly and bigger.) We apologised for this, as it must have frustrated many of our customers in the past without us being aware of the problem, and thank you for pointing it out to us again. We will be sorting that out in the next( )
3.The IT Manager has also been given an iBurst user account for his sole unshared use, and a cap of 500meg. He is to install the dashboard and use it for all co and personal use. He may top it up if it gets below 100meg, as he will be able to see bandwidth remaining just like all our customers see it.
However, if he runs out of bandwidth due to the meter not doing what we promised our customers i.e., show the remaining
bandwidth, we will deduct from his salary R1.00 for every kb he exceeds his limit. He is also not allowed to logon to iBurst site to find out how much is left as we conveniently entered his email name starting with a capital letter and we did the same to his password, like we did to yours. (Sorry about that once again).
As a token of our appreciation for taking your personal time to attempt to fix our company, please accept ( )
And remember our new motto: "Your Complaint is our Problem."
Regards,
The iBurst Team
---- ----- ----
my email [email protected]
and for the brave,
my cell is 082 xxx
xxx signing off
________________________
I have had no luck with them responding, so I might as well post the last letter to them here.
Oh,and they have a little survey on their site asking "How do you rate our new site?" - the rating for "It totally sucks" is 58%, lol.
Sent this one on the 24th Feb to the iburst helpdesk recycle bin, enjoy
Hi,
Since your capturing person incorrectly used capitals in my logon details password and email name, it has made it increasingly more difficult to try and remember how to duplicate your mistakes each time I attempt to logon to your site.
The only reason I want to log on is because I have no idea how much bandwidth I have left as your bandwidth remaining indicator on that silly, oversized dashboard has not been working for the best part of this month, or any other month for that matter. If you happen to employ at least one IT person, maybe they can provide an answer as to why they are unable to fix that for months now. Otherwise just make one up or, if it is still the same person that caused the massive crash in your `dashboard live update without notifying the client`I will understand your problem.
Oh, and if you look at any site with a password requirement, their link takes you straight to `reset password` and not to a general enquiry like this email I am now forced to send.
On the good side, I do appreciate the extra bandwidth that comes with my current package. It brings your cost more in line with your competitors and I have even swung some new customers your way on the strength of that.( you do have a problem in that area as not all your clients are benefiting from the same R/meg and it is causing grumbling, you are definitely going to lose customers about that)
While on that point, you may now keep the "extra 250meg free bandwidth if you cancel your postal mailing of accounts". Just a little refresher for your records: I promptly opted for the option, and was most surprised to see that all you did, was to stop sending it to my work address and took it upon yourselves to send it to my home address instead of only electronically. There seems to be a bit of a confusion on your side as now it is coming back to my original address. I never managed to get any answer from yourselves on why I never received my free bandwidth, and at this stage, I don't care. For the record, I do not require you to send me anything in an envelope ever, unless I win a prize and you want to send me money - just use my email in future.
Hopefully this reaches the right people to respond timely.
I am not really cross, just a bit frustrated at getting bad service from a co that should not tolerate bad service
Just on the odd chance that this reaches a mentally challenged person, or a person suffering from the `Peter Principle`(Wiki that if you don't know), or just to make your life easier, here is a summary:
1. Send me a password reset - right now please
2. Stop sending me mail and use my email only - for attention: Accounts dept.
---------------------
3.(optional)
Return the following as a reply to me in an email after filling in the blanks and making minor changes:-
Dear Theo,
Thank you once again for your constructive criticism. We do realise that your voice represents a huge percentage of our client base, most of them afraid to speak up about the problems they are having with iBurst, or totally indifferent. We will take immediate steps to ensure that any query sent to us will be sent to the correct department and red flagged for daily follow up by the person originally receiving the mail, until the problem has been solved and the client has received an answer to every comment submitted.
We promise never to send out a newsletter for "Things to do for Valentines day" in March ever again.
We have also instructed our very competent IT manager to "drive thru the site" personally and make a comment on the following:
1. the fact that a customer must first decide if he has a compliment or a complaint BEFORE submitting a mail off your site.- what about big complaints with small compliments...? or big compliments with small complaints?( please don't make new buttons for these, just make one for "Comments")
2.After deciding that you will flip a coin and you actually attempt to say something, you are confronted with a little box that has a view of slightly smaller than a matchbox(actual size) that scrolls to the right if you type more than about 27 letters, and scroll down after about 5 lines. (and Theo, the funny thing is that after our MD saw this mail, he told the IT manager to go get a matchbox, put it in the middle of an A4 paper and cut out its profile. He is now not allowed to read or compose any of his mail, unless he does it through that little square only, until he fixes the reply window and make it more user friendly and bigger.) We apologised for this, as it must have frustrated many of our customers in the past without us being aware of the problem, and thank you for pointing it out to us again. We will be sorting that out in the next( )
3.The IT Manager has also been given an iBurst user account for his sole unshared use, and a cap of 500meg. He is to install the dashboard and use it for all co and personal use. He may top it up if it gets below 100meg, as he will be able to see bandwidth remaining just like all our customers see it.
However, if he runs out of bandwidth due to the meter not doing what we promised our customers i.e., show the remaining
bandwidth, we will deduct from his salary R1.00 for every kb he exceeds his limit. He is also not allowed to logon to iBurst site to find out how much is left as we conveniently entered his email name starting with a capital letter and we did the same to his password, like we did to yours. (Sorry about that once again).
As a token of our appreciation for taking your personal time to attempt to fix our company, please accept ( )
And remember our new motto: "Your Complaint is our Problem."
Regards,
The iBurst Team
---- ----- ----
my email [email protected]
and for the brave,
my cell is 082 xxx
xxx signing off
________________________
...