Iburst Customer service.

D

Daveogg

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Here is my story.

I needed to change my banking details and buy a second UTD and link it to my existing account. I expected a frustrating morning - how wrong i was.

The help desk answered within a minute, and i explained what i wanted to a very helpfull gent. I was told that i would need to speak to accounts for the banking details to be changed and then logistics to purchase and link the UTD.

I was transfered to accounts and spoke to a very pleasant lady who within a few minutes had all the details captured, she then attempted to transfer me to logistics, but we got cut off. Before i could ring back my cell phone was ringing with Tim asking how he could help me. After i picked myself up from the floor, i explained what i needed, a application form was in my inbox within 5 mins and shortly after faxing it back my cell was ringing again, with Tim phoning to confirm some details and to tell me to expect the UTD tomorrow.


Thanks iburst, it is a pleasure to do business with you.
 
You are lucky. Try asking them to unblock an SMTP server for you. First thing you will hear is that they categorically deny blocking any traffic, that will then later shrink to not blocking SMTP traffic, which will later shrink to "we'll fix it if you send us an email with your reason for using your own SMTP server". WTF is that? Three weeks later ... its still blocked
 
haha, SMTP has always bee ntouchy down at Iburst. God himself might not even know why.

My experience with Iburst this morning was also pleasant.. well rather.
My call was probably answered even quicker, in about 10 seconds. And they actually helped me, not shure what the problem actually was but half way through them trying to sort it out, my internet came back to life.

Only hting was that they seem to just be reading out generic help comments, it was a bit like using Windowse Help. He asked me twice if to look in the bottom right hand corner of my screen for the I/B icon, but I told him the first time i connect through a router.
But hey, it was still pretty good.
 
That is true. They have those printed FAQ's in soggy old plastic covers stuck to their cubicles. If you want to experience something really funny, try foning mweb business and ask if they offer Ruby on Rails with their hosting packages. The first guy I got sounded dodgy, so I told him I need someone who KNOWS about the hosting, he told me that was him. So I asked him if he knows what PHP is, he says hold on, runs somewhere, runs back 5 minutes later and says that he has found out, its unix hosting ...
 
Oh my, the other f***** funny thing was when the manager at the call centre tried to explain to my why I can't use my SMTP servers. This was now after he said that they don't block SMTP traffic, but he can fix it if I send the email. He then proceeded to explain to me why I can't access the other servers. He explained to me that I am on the iBurst network, which I thought was a pretty no brainer. Then he said because I'm on the internal iBurst network I won't be able to access the SMTP server. Hows that for an ISP ... Then when I started snorting with laughter, he said that the other server is blocking me. Which is correct, few servers offer open relays. When I sort of got the idea going that I manage the servers, he said that I should get dial-up, I'll be able to use the servers from a dial-up connection ...
 
Sean, could you please clarify something for me.

As far as I knew, WBS or the iBurstGroup blocked smtp to all mail servers outside the iBurst network. This was done in attempt to kurb spam.
Why are WBS now unblocking mail servers requested by clients?
THIS MAKES ABSOLUTELY NO SENSE.

If you are going to start unblocking mail servers for clients....
Then unblock smtp to external mail servers for everyone.
 
It makes perfect sense, since iBurst is an ISP, providing internet connectivity. What use is an ISP that limits my choice of services?

If you think about it, BLOCKING SMTP DOESNT MAKE ANY SENSE AT ALL, it just pisses people off. If they want to block spam to a reasonable extent, just ensure that their own SMTP server is secure.
 
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Did you bribe them??

Daveogg, not sure what you did to get good service (for a change). I also once got a call from Iburst, but no, I didn't also have to pick myself up from the floor, I wanted to break the phone on the floor. A while back I tried to sort out my account with Accounts Deslowment. I spoke to a person and faxed all the details through. Nothing happened of course. After a few days I did the same with another person. Nothing happened again of course. Then on a long weekend I got a call on a SATURDAY! WTF! So I told the lady politely that I already faxed it to two persons and that they should sort their shlt out and not phone me on saturday. Goodbye

Tjorriemorrie
 
I was actually also quite surprised onre day when I couldnt get to my PC from the phone so Iburst simply phoned my cell sothat they could help me while I was at my computer.

I dont know if that is standard practise in Helpdesks but it seems pretty good to me.

So, why cant they simply employ IT technicians/capable people to answer the phone, I know its a BEE company so they have to push their numbers somewhere, but we need help from people like Shaun when phoning the helpdesk. These guys cant deal with any specific problems at all and DO just read out standard answers to all your problems. They even wanted me to dissconect my router and install the IBurst software off a CD just sothat I could give them a error number from the program. Once they have that they cant obviously just read me an answer to my problem as they know what all the errors mean. (they did write the program, im hoping they know what all the errors mean.)
 
I was actually speechless when I phoned the helpdesk last night. I dialed, It didn't even ring, just a voice saying "Helpdesk. How can I help you?" I almost forgot why I phoned.

A bit disappointing really, because I wanted to hear if they had changed that awful sales pitch on call holding... :D
 
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