Polemus
Expert Member
Let me start off with saying the following:
-------------------------------------------------
If you work for a company, it is your duty to take responsibility for your actions, and always work towards improving the company's' image. If you work in a call centre, it is your duty and responsibility to take care of your clients.
-------------------------------------------------
So i ran out of bandwidth at 15:00 today. I quickly went onto the iburst website(15:15) and decided to take the 24hr uncapped booster (seeing though my bandwidth will be refreshed in 9 hrs). I topped it up and waited the 15 mins for it to reflect, i restarted my router a few times, but still had no internet by 15:45. I went to the "Booster Purchase History" page, and noticed that it is not reflecting. I then thought, okay, maybe something went wrong with the order, so i did it again. 5 Mins later, i did a quick check, and i still had no internet.
My first reaction was to phone iburst, and make sure that i am not purchasing multiple items here, without it reflecting. so i phoned and i spoke to:
Sifiso (Technical Support) : Sifiso told me that i indeed purchased two 24hr uncapped packages, and i will have to pay for both. i then told him that the iburst system does not reflect it, so how was i suppose to know. he then told me sorry... that's how we work, we can't reverse it, i will have to pay double. I then got upset and asked to speak to a supervisor or manager. Sifiso then put me through to:
Tendani Tshivhenga (Manager): After a heated debate, and Tendani making a whole bunch of unrelated comments, she finally understood where i am coming from, but told me that all the people that deals with this is in a meeting. I then asked her for all those names cause i am gonna find out if they were really in a meeting, or if they are merely trying to avoid me. When i said that, she asked me to hold on, a few seconds later, i got told, no-worries, she spoke to Shabill Oma (Accounts), and they will do a credit for me. We cleared the air, and left on very friendly terms.
At 16:45 i still had no internet access, so i phoned iburst again, and eventually got though to
Itho (Technical Support): i told him that i have no internet access, and i topped up 1h30min ago, and he replied quite smartly... "Sir you have to wait", i then asked how long, cause the 24hr uncapped is now already on 22h30, and he once again replied, and i quote "Sir, Wait!". I then got very upset, cause he is not interested in getting more info, and i asked him to please find out how long it will take. He then replied saying that i must hold a sec while he finds out. i was placed on hold and next moment i was speaking to:
Collin Tlo (accounts): Collin was not prepped for me, he just answered a ringing phone and i was on the line. I explained it all nicely to him, and he promised me that Enoc (Technical supervisor) will phone me back before 17:00. I waited till 17:30 and gave iburst another call, as i still had no internet. the person that answered was:
John Gonga (Technical Support): John went ahead and told me they have endless problems with the "24 Hour Uncapped" booster package, and that it is not currently working, he also said that iburst is thinking of dropping that service. He then topped me up with 1gb just so i can have internet. I then asked if i can speak to Enoc, to find out why he never called me back, and to my surprise john replied: "I am Enoc Sir" i then said, "but you told me your name is John" to which he replied "We are the same person". :wtf: Enoc/John then said he will try to put a credit for the 2x "24hr Uncapped" purchased, to which i said: "Don't try, DO, it is not working, how can you sell it", Enoc/John then said, okay, they will.
I am now finally back online, but... i am going to pay R250 the end of the month for 1gb top-up, and they will give me a credit note for the month after to reverse the R200 charged for a service that is not working.
Does it sound fair that i pay this month for something that is not working, and only get the credit note next month.
Last thing (carrying on, on my opening line)... If iburst closes down, don't sob cause you lost your job, it is your own fault for treating customers like they are of no value to your business.
-------------------------------------------------
If you work for a company, it is your duty to take responsibility for your actions, and always work towards improving the company's' image. If you work in a call centre, it is your duty and responsibility to take care of your clients.
-------------------------------------------------
So i ran out of bandwidth at 15:00 today. I quickly went onto the iburst website(15:15) and decided to take the 24hr uncapped booster (seeing though my bandwidth will be refreshed in 9 hrs). I topped it up and waited the 15 mins for it to reflect, i restarted my router a few times, but still had no internet by 15:45. I went to the "Booster Purchase History" page, and noticed that it is not reflecting. I then thought, okay, maybe something went wrong with the order, so i did it again. 5 Mins later, i did a quick check, and i still had no internet.
My first reaction was to phone iburst, and make sure that i am not purchasing multiple items here, without it reflecting. so i phoned and i spoke to:
Sifiso (Technical Support) : Sifiso told me that i indeed purchased two 24hr uncapped packages, and i will have to pay for both. i then told him that the iburst system does not reflect it, so how was i suppose to know. he then told me sorry... that's how we work, we can't reverse it, i will have to pay double. I then got upset and asked to speak to a supervisor or manager. Sifiso then put me through to:
Tendani Tshivhenga (Manager): After a heated debate, and Tendani making a whole bunch of unrelated comments, she finally understood where i am coming from, but told me that all the people that deals with this is in a meeting. I then asked her for all those names cause i am gonna find out if they were really in a meeting, or if they are merely trying to avoid me. When i said that, she asked me to hold on, a few seconds later, i got told, no-worries, she spoke to Shabill Oma (Accounts), and they will do a credit for me. We cleared the air, and left on very friendly terms.
At 16:45 i still had no internet access, so i phoned iburst again, and eventually got though to
Itho (Technical Support): i told him that i have no internet access, and i topped up 1h30min ago, and he replied quite smartly... "Sir you have to wait", i then asked how long, cause the 24hr uncapped is now already on 22h30, and he once again replied, and i quote "Sir, Wait!". I then got very upset, cause he is not interested in getting more info, and i asked him to please find out how long it will take. He then replied saying that i must hold a sec while he finds out. i was placed on hold and next moment i was speaking to:
Collin Tlo (accounts): Collin was not prepped for me, he just answered a ringing phone and i was on the line. I explained it all nicely to him, and he promised me that Enoc (Technical supervisor) will phone me back before 17:00. I waited till 17:30 and gave iburst another call, as i still had no internet. the person that answered was:
John Gonga (Technical Support): John went ahead and told me they have endless problems with the "24 Hour Uncapped" booster package, and that it is not currently working, he also said that iburst is thinking of dropping that service. He then topped me up with 1gb just so i can have internet. I then asked if i can speak to Enoc, to find out why he never called me back, and to my surprise john replied: "I am Enoc Sir" i then said, "but you told me your name is John" to which he replied "We are the same person". :wtf: Enoc/John then said he will try to put a credit for the 2x "24hr Uncapped" purchased, to which i said: "Don't try, DO, it is not working, how can you sell it", Enoc/John then said, okay, they will.
I am now finally back online, but... i am going to pay R250 the end of the month for 1gb top-up, and they will give me a credit note for the month after to reverse the R200 charged for a service that is not working.
Does it sound fair that i pay this month for something that is not working, and only get the credit note next month.
Last thing (carrying on, on my opening line)... If iburst closes down, don't sob cause you lost your job, it is your own fault for treating customers like they are of no value to your business.
Last edited:
