Positive feelings

[The_Unbeliever]

Ever since Jannie took over at the helm, I'm starting to feel a bit more positive regarding iBurst.

There are signs that things are changing - and it seems for the better. There still are some customers who still complains about the singularly inept accounts department - and I do hope these will be sorted out to their satisfaction.

Reading through the iBurst threads regarding their accounts department, one can't help but wonder whether the acc department have made any effort to contact the customer as soon as a failed debit order was detected - but everybody continued in bliss ignorance.

Shaun and Jannie must be commended for their efforts, but a lot more effort still is needed to fix the tarnished image of iBurst.

I will be watching things with interest - but so far I have a positive feeling.

Libs

 

[Gekco]

The signs are there.
But is it too little too late?

In almost every case complaints lodged against iBurst could easily have been turned into PR success stories instead of the disasters that they have mutated to.
Had they been handled properly with a thought to the future retention of customers and the future of the company...

On a personal note.
My issues with debit orders have nothing to do with them being rejected.
Quite the contrary.

I am holding back on publishing any detailed information, because I want to give iBurst a chance to resolve this and respond properly.
It would only be fair.

Shaun Green has promised me in no uncertain terms that he would see to it that this is resolved by early Monday morning.

Whether what iBurst sees as resolution and my view of it are perhaps two entirely different matters.
Time will tell.

 

[Gekco]

To get some kind of indication of what is really happening at iBurst please check the following:

http://www.hellopeter.co.za/search_results.php?search=iBurst

This could probably only be regarded as a small sample of the real frustration experienced by users.
Not everybody knows about HelloPeter...

 

[Gekco]

And please have a look at the standard copy/paste types of responses given by iBurst on HelloPeter.

It goes something like this..

"Hello xxx,

Thank you for bringing your concern to our attention.


As discussed this matter has been escalated to xxx.
I will contact you shortly with feedback.


Kind Regards,
xxx"

Nameless, faceless and impersonal.

 

[Rustum]

I am sorry to say, Librarian, that so far Jannie's attempts to 'explain' what happened to me have been woefully inadequate, if not a wilful attempt to brush it aside or cover it up. In his post explaining how redeemed debtors have erroneously been handed over to Transunion, he misrepresents me as a debtor, and fails to add that iBurst's 'bad debtors' are in most instances products of iBurst's imaginative accounting. So even just in his framing of his response, he already fails to win my trust, this from a man who insists that he 'calls a spade a spade'.

Look at my thread comparing the language of Cybersmart's boss to that of Jannie's. Light years apart in terms of how and where the reader/listener would place trust and faith in sincerity.

Addendum: I am also intrigued by your and other's attempts to shine a positive light on this despite overwhelming evidence to the contrary, despite the continuation of issues that have a deep history. Evidence and history of bad experience are not overcome simply by moving on, by being or thinking positive, by spinning it into sunny thoughts. Rather, such things are overcome by confronting it, by staring it in the face. I am gaining a lot of experience in this regard, and, I am patient. As patient as evil.

Rustum

 

[Rustum]

Gekco

In almost every case complaints lodged against iBurst could easily have been turned into PR success stories instead of the disasters that they have mutated to.
Had they been handled properly with a thought to the future retention of customers and the future of the company...

True. One wonders whether the ignorance in this regard is wilful, deliberate, or whether it's actual ignorance.

 

[The_Unbeliever]

I know what is going on Hell(o)Peter at the moment... but let's give the new crew the benefit of the doubt.

If they really are willing and able to change, we will see it getting done, albeit slowly at first.

There still is a backlog of the old regime's mess that they have to clean out first before showing any progress. Being reasonable, I expect that the new team will first try to find the extend of the problem before trying to fix anything. (The same goes for a patient with a sore abdomen - the doctor will first try to determine the exact source [appenix, ulcer etc] before prescribing medicine/operation/death by nuclear bomb). In the meantime they have got a lot of unhappy customers with which they have to deal with, and sort a lot of problems out.

All of these could have been avoided by an competent accounts department - and whose customers got notification when their debit orders bounced. Not everybody is observant enough to monitor their monthly debit orders for failures.

If they had suspended accounts whose debit orders bounced, and pointed the problem out should the customer(s) have phoned, then everybody would be happier today. But, for some reason, the accounts department never did. (Is it possible that the current staff deployment at the accounts department is not up to standard, or can't handle the customers or system?)

 

[Gekco]

I know what is going on Hell(o)Peter at the moment... but let's give the new crew the benefit of the doubt.

If they really are willing and able to change, we will see it getting done, albeit slowly at first.

There still is a backlog of the old regime's mess that they have to clean out first before showing any progress. Being reasonable, I expect that the new team will first try to find the extend of the problem before trying to fix anything. (The same goes for a patient with a sore abdomen - the doctor will first try to determine the exact source [appenix, ulcer etc] before prescribing medicine/operation/death by nuclear bomb). In the meantime they have got a lot of unhappy customers with which they have to deal with, and sort a lot of problems out.

All of these could have been avoided by an competent accounts department - and whose customers got notification when their debit orders bounced. Not everybody is observant enough to monitor their monthly debit orders for failures.

If they had suspended accounts whose debit orders bounced, and pointed the problem out should the customer(s) have phoned, then everybody would be happier today. But, for some reason, the accounts department never did. (Is it possible that the current staff deployment at the accounts department is not up to standard, or can't handle the customers or system?)

Read my post above...

"On a personal note.
My issues with debit orders have nothing to do with them being rejected.
Quite the contrary."

None of my debit orders bounced.

 

[Gekco]

(Is it possible that the current staff deployment at the accounts department is not up to standard, or can't handle the customers or system?)

Now you're starting to hit the mark...