Hi Jannie,
I am dissapointed with iburst. See, on Saturday I must have reached my cap. This doesn't happen often and when it does I just carry on with a throttled service which is fine as I mainly just surf the net and the wife uses facebook.
Well it just so happens that I needed to send an important mail on Saturday and no show.. So I think to myself, no problem - you have stated on this forum that you will honour all contracts until they expire (mine ends in September) and we will still get the 64kb throttled service.
So I phone up your contact centre and eventually get hold of someone after trying 5 times (and being placed on hold for ages and eventually giving up) Anyways on the fifth attempt I get hold of one of your guys. He tells me that with my problem I'll have to contact the accounts department and they will only be open on Monday. I was grumpy but seeing as there was nothing I could do I put the email on a USB flash drive and drove to my mates house to send the mail. Sunday I sit peed off cause no internet and the wife is giving me dirty looks cause she can't use facebook.
So I phone today and the lady states that the 64kb throttled service is only from the 5gig package upwards. I tell her I know all about iburst's new packages but that you have clearly stated that you will honour all contracts taken out before the changeover. She puts me on hold to contact a supervisor and after a while comes back on to tell me that unfortunately they cannot do that unless I have a 5gig contract. I again remind her of what you said but she does not want to budge - she tells me she can escalate the problem but it will take 72 hours.. Meaning that by the time I have internet access again it will be after April 1st when I get my 2gigs anyways..
The way I see it iburst is in breach of contract with me. On the 31st I will have been without internet access for 5 days. I'm sure you can imagine the inconvenience - I seriously just wish I could get out of my contract with you guys not because you offer an inferior product but because of the service you offer. How can your call centre staff not know what their own CEO has said to customers.
I am unhappy and you will be losing one of your customers come September.
I am dissapointed with iburst. See, on Saturday I must have reached my cap. This doesn't happen often and when it does I just carry on with a throttled service which is fine as I mainly just surf the net and the wife uses facebook.
Well it just so happens that I needed to send an important mail on Saturday and no show.. So I think to myself, no problem - you have stated on this forum that you will honour all contracts until they expire (mine ends in September) and we will still get the 64kb throttled service.
So I phone up your contact centre and eventually get hold of someone after trying 5 times (and being placed on hold for ages and eventually giving up) Anyways on the fifth attempt I get hold of one of your guys. He tells me that with my problem I'll have to contact the accounts department and they will only be open on Monday. I was grumpy but seeing as there was nothing I could do I put the email on a USB flash drive and drove to my mates house to send the mail. Sunday I sit peed off cause no internet and the wife is giving me dirty looks cause she can't use facebook.
So I phone today and the lady states that the 64kb throttled service is only from the 5gig package upwards. I tell her I know all about iburst's new packages but that you have clearly stated that you will honour all contracts taken out before the changeover. She puts me on hold to contact a supervisor and after a while comes back on to tell me that unfortunately they cannot do that unless I have a 5gig contract. I again remind her of what you said but she does not want to budge - she tells me she can escalate the problem but it will take 72 hours.. Meaning that by the time I have internet access again it will be after April 1st when I get my 2gigs anyways..
The way I see it iburst is in breach of contract with me. On the 31st I will have been without internet access for 5 days. I'm sure you can imagine the inconvenience - I seriously just wish I could get out of my contract with you guys not because you offer an inferior product but because of the service you offer. How can your call centre staff not know what their own CEO has said to customers.
I am unhappy and you will be losing one of your customers come September.
