Gekco
Expert Member
Hi guys,
I would like this to be a positive forum and for everyone to publish their suggestions/ideas/complaints here.
Some issues I personally sent to '[email protected]' as requested (Please add your own..)
A)
"Hi Jannie,
I do not know you personally, but have heard nothing but good from fellow members on the MyBroadband forums.
Congratulations on your new appointment.
It is my sincere hope that with you at the helm there will finally be a change for the better at iBurst.
P.S. – am writing this because I am awaiting a download to finish at great speed.. and I want to see iBurst survive.
Jannie – I joined iBurst for 2 reasons:
1) I hated Telkom because of the way they had been ripping of the SA consumer for years.
2) (And this is a lesser reason) Semi- Mobility.
Now I am sure I do not have to go into every reason/complaint already stated on mybroadband over the past few years..
But if I had to make a shortened list of my own:
1) Accounts – It is a nightmare.
2) Support – Better – but far from accessible or good enough. (** Can we not have a ‘live chat’ option please? **)
3) Telephone response times to Accounts/Support (I am not talking about the time it takes them to put you on hold and play that ‘You are important’ nonsense) – I am talking about the time it takes to get to speak to a human being. I often hold on for 10 minutes before the call gets cut off..
4) Once talking to said person it is very rare to find a competent person that can understand the problem.
5) Once one is transferred to the correct person (after maybe being cut off once or twice..) – they usually do not have the authority to make a decision to solve your problem.
6) The whole ‘Non existent’ packages ‘issue’ which is still being charged for to certain customers (You know when the prices / caps dropped and iBurst could not even send a mass mail forcing users to pick a new option..)
7) That is still going on today. It needs to stop.
8) That whole issue could have been a great opportunity to put a really positive spin on matters –Tell customers they are going to get more for the same price and who is going to be happy.
9) Technically I am not too unhappy with the product but the future worries me.
10) 3 Years ago 1MBs was acceptable – Now iBurst has to compete with 4.0 - 7.2MBs –What is the future plans regarding speed (excl WIMAX – or is everyone expected to migrate to WIMAX?)
11) The best advertising one can get is ‘word of mouth’.. 3 Years ago I was telling all my friends & acquaintances – ‘Get iBurst’ – Now I am telling them to stay away at all costs.
Shaun Green is the one exception to the rule – He has single handledly provided more good PR for iBurst than all the advertising combined. (Through actions – not words..)
I honestly want this company to survive and even thrive.
Please make it happen.
Jannie – It is a tough task you have taken on – but I’m sure if there is someone that can do it you will be the man."
B)
"Hi there,
1) The bandwidth booster prices are totally overpriced.
2) The 64Kbit after reaching one’s limit is good only for topping up if you are a business user such as myself.
3) What about a local bandwidth allocation?
4) I don’t care about any ‘extras’ such as e-mail addresses etc. (There is already things like Gmail & corporate mail addresses for that).
MOST IMPORTANTLY:
Can users please be informed via e-mail + your normal channels well in advance of any price changes so that we can decide whether we wish to migrate?"
C) FIN
Guys I know a lot of you are already mailing your suggestions to '[email protected]', but let's see if we can bring it all together here apart from the mails just as a matter of record/interest.
Cheers,
Gecko
I would like this to be a positive forum and for everyone to publish their suggestions/ideas/complaints here.
Some issues I personally sent to '[email protected]' as requested (Please add your own..)
A)
"Hi Jannie,
I do not know you personally, but have heard nothing but good from fellow members on the MyBroadband forums.
Congratulations on your new appointment.
It is my sincere hope that with you at the helm there will finally be a change for the better at iBurst.
P.S. – am writing this because I am awaiting a download to finish at great speed.. and I want to see iBurst survive.
Jannie – I joined iBurst for 2 reasons:
1) I hated Telkom because of the way they had been ripping of the SA consumer for years.
2) (And this is a lesser reason) Semi- Mobility.
Now I am sure I do not have to go into every reason/complaint already stated on mybroadband over the past few years..
But if I had to make a shortened list of my own:
1) Accounts – It is a nightmare.
2) Support – Better – but far from accessible or good enough. (** Can we not have a ‘live chat’ option please? **)
3) Telephone response times to Accounts/Support (I am not talking about the time it takes them to put you on hold and play that ‘You are important’ nonsense) – I am talking about the time it takes to get to speak to a human being. I often hold on for 10 minutes before the call gets cut off..
4) Once talking to said person it is very rare to find a competent person that can understand the problem.
5) Once one is transferred to the correct person (after maybe being cut off once or twice..) – they usually do not have the authority to make a decision to solve your problem.
6) The whole ‘Non existent’ packages ‘issue’ which is still being charged for to certain customers (You know when the prices / caps dropped and iBurst could not even send a mass mail forcing users to pick a new option..)
7) That is still going on today. It needs to stop.
8) That whole issue could have been a great opportunity to put a really positive spin on matters –Tell customers they are going to get more for the same price and who is going to be happy.
9) Technically I am not too unhappy with the product but the future worries me.
10) 3 Years ago 1MBs was acceptable – Now iBurst has to compete with 4.0 - 7.2MBs –What is the future plans regarding speed (excl WIMAX – or is everyone expected to migrate to WIMAX?)
11) The best advertising one can get is ‘word of mouth’.. 3 Years ago I was telling all my friends & acquaintances – ‘Get iBurst’ – Now I am telling them to stay away at all costs.
Shaun Green is the one exception to the rule – He has single handledly provided more good PR for iBurst than all the advertising combined. (Through actions – not words..)
I honestly want this company to survive and even thrive.
Please make it happen.
Jannie – It is a tough task you have taken on – but I’m sure if there is someone that can do it you will be the man."
B)
"Hi there,
1) The bandwidth booster prices are totally overpriced.
2) The 64Kbit after reaching one’s limit is good only for topping up if you are a business user such as myself.
3) What about a local bandwidth allocation?
4) I don’t care about any ‘extras’ such as e-mail addresses etc. (There is already things like Gmail & corporate mail addresses for that).
MOST IMPORTANTLY:
Can users please be informed via e-mail + your normal channels well in advance of any price changes so that we can decide whether we wish to migrate?"
C) FIN
Guys I know a lot of you are already mailing your suggestions to '[email protected]', but let's see if we can bring it all together here apart from the mails just as a matter of record/interest.
Cheers,
Gecko
So let's see how many of these we can kill.
?