Shocking Phone call with IBurst

Of the many times I've called helpdesk most times it was between 20 and 30min, only twice it has been under 5min.

In fact if I weigh it up it would have been cheaper to purchase an extra 1GB than what the phone calls cost me.:sick:
 
Hi all

mlipp, please pm me, thanks

I will give feedback to the outcome of this.

Thanks
Ed
 
/me thinks that when subscribers call and wait for more that 5min it might have been due to the fact that the iBurst Network is screwed.
 
First up, not saying this didn't happen, but I work in the Telecoms industry (not Telkom) and we get complaints like this all the time. I think the thing to remember is that there are two sides to every call, plus all the exchanges in the middle. If there was a problem with dropped calls or not being able to dial, there could be other explanations.

As for the consultants, if their call centre is setup as it should be, there should be recordings of all calls. You are well within your right to request these. Just supply them with the calling party id.
 
evilspinach said:
I've waited a good 20 minutes on a number of occasions. Two hours does seem an exaggeration though...
Click to expand...

Well, I have only phoned them about 3 times, usually in the morning. :p

Most of the time I know better than to try and get help for things I know they wont have answers for.
 
I've only phoned them when I hit the "cap of death" so I only had 2 options open to me...........either hang on and wait or purchase an extra 1GB.

Even though it would have been cheaper and less frustrating to just purchase the extra bandwidth I don't see why I should since the 64kbps is supposed to be part of the service I pay for every month.
 
Shocking e-mail!

I think Iburst is losing the plot!I was owed a refund which was promised in 7 days. 2 Weeks passed and nothing. I asked them if they could please see to the refund or I'll take my business elsewhere. The reply to that was...your account has been cancelled!!!!:confused: :mad: What the hell!Get a life iburst, customers will be leaving you like a sinking ship.The true test of a company is only witnessed when a problem needs to solved. Good luck!:D
 
Hi Wintergarden, I have received your email and will get to the bottom of the refund. Sorry, this should not have happened.

Thanks
Ed
 
Hi All

Feedback on the call made by mlipps fellow office worker....

All incoming calls to the call centre are recorded. mlipp mentioned 3 calls made, one to the technical call centre and 2 to the sales call centre. The recording software starts to record the call when the receiver on the phone is picked up. I listened to the one made to the technical call centre and the conversation was polite and friendly, then transferred to sales. Nothing wrong with that.Tracking the call to the sales call centre, it gets disconnected, the agent picks up the phone, pushed the wrong button...its at this point that it gets confusing for me, no recording because there was no conversation....I then tracked the third call and it goes directly through to one of our corporate sales gals. There is no answer on the call as she is out.

Now, I have also tracked another 2 calls and I am looking into these today.

More later...
 
Absolutley, the box sits in the server room and only the IT Manager has access to it. Finger print access, the works...

Access to the recordings through the logger is limited to me, the Sales Manager and my Call Centre Manager and we only have listening rights, no permissions to edit, delete, etc etc...

Ed
 
Well then the mlipp's 'college' must be talking crap. I wonder what the motive behind bad mouthing was??
 
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