Testing the Contact Form

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regardtv

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Hi

Having had somewhat different experiences to some of the rave reviews concerning iBurst's helpdesk I thought I'd keep accurate track of my latest billing enquiry on this forum...

This post will get more info as events unfold ;-)


23 Jul 23:02 Submission of query via helpdesk form on iburst website

(As an aside, my previous query via the form took 11 days for 1st response)
 
Good luck with this.

I have used the helpdesk fform before and never got a reply. But I have tried using these forms on many other sites and also never got replies. I think the way to do things is just phone. Many companies obviously get way too many little useles comments or questions over these forms.

But im shure Iburst can handle the few questions that people post via these. But its definatley the worst way to get a response. Dont try and make this hard for yourself.. just phone them.
 
I gues with the latest developments at iBurst AKA WBS, they might just respond.

BTW it looks like more company employees are reading the forum
 
We have had a major power problem in Sandton. The local power grid station literally blew, its still smoking and this has affected us, mainly on the incoming telephone lines side.

I'm not making an excuse, but we may have a delay in responding today.

Cheers
Ed
 
Tested the contact form 2 weeks ago... still no response at all... will stick to using e-mail as at least that way some sort of response can be had, albeit it takes TWO WEEKS :mad:
 
JTech said:
Tested the contact form 2 weeks ago... still no response at all... will stick to using e-mail as at least that way some sort of response can be had, albeit it takes TWO WEEKS :mad:
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and it wont cost you any money holding on the phone when the guy blows his nose ... and then say errm yeah.... and 20 mins later you still listening to the cheasy "elevator music" holding for someone that not busy eating and that can give you the correct info... :eek:
 
I can't understand the point of these forms if they're never going to reply to them I mean where is the logic in that. They then sit with more work of having to write the bit of code to implement these forms and then also having to delete the emails.

Not very good for any company to just ignore these forms.
 
halicon said:
AFAIK its 086 and my understanding of these numbers is that it's a share call or something like that.
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Ja, its 086.. not 0800.

but you dont pay that much I think. Its not normal rates im shure..
 
Ekhaatvensters said:
Ja, its 086.. not 0800.

but you dont pay that much I think. Its not normal rates im shure..
Click to expand...
0860 - local call rate
0861 - national call rate
0862+ - premium rated
(I think...)
Anyway, this, along with 0800, assumes Telkom line, more from cell phone... And I, as some others, use iBurst because we don't have Telkom services, so it comes back to requiring proper email, web form, sms, skype, etc, support.
 
Ekhaatvensters said:
Ja, its 086.. not 0800.

but you dont pay that much I think. Its not normal rates im shure..
Click to expand...
Not so sure about that as last month I spent over R40 calling the help desk, and that was for 3 useless calls with them mentioning the dreaded "check your MTU...".:eek:
It seems the help desk have a list they read off when you call there, then when they realize you know what you are talking about they quickly shutup about the MTU.:rolleyes:
 
MrH said:
Not so sure about that as last month I spent over R40 calling the help desk, and that was for 3 useless calls with them mentioning the dreaded "check your MTU...".:eek:
It seems the help desk have a list they read off when you call there, then when they realize you know what you are talking about they quickly shutup about the MTU.:rolleyes:
Click to expand...

MTU? whats that? :D
 
When is the last time you had good service in this country?

I don't understand it, they pay people salaries, but when you contact them, it's like you accidently phoned McDonalds - mind you, maybe MickyD's might be able to help you!
 
MrH said:
Not so sure about that as last month I spent over R40 calling the help desk, and that was for 3 useless calls with them mentioning the dreaded "check your MTU...".:eek:
It seems the help desk have a list they read off when you call there, then when they realize you know what you are talking about they quickly shutup about the MTU.:rolleyes:
Click to expand...

Oh lol... oops. Well I would think it was at least a toll free number. I thought customer care lines etc should be.. must just be me and my crazing thinking again..

Well I found it quite nice that the guy I got shut up about MTU when he realized i knew what was going on.. at least they dont just keep repeating it to you, its just their basis. But some seem to be worse than others.. I dont call that place much..

What is nice however is that they dont hesitate to phone you on your cellphone if it is easier for you, and they obviously take the expensive cell rates on to themselves then.
 
AMAZING....

Seems the forums really do get read.

Actually got a call from accounts @ 16:45 today. Still waiting for the promised mail though.

So, Problem partially resolved ... also seems that this posting was "noticed"....

gotta love how a public inspection of service levels improves them ;-)

*wish the same could be said for telkom*
 
This is so sad .....

Got my next invoice... guess what, nothing that was telephonically promised had been done.

Monday I phone them and go fight again ... WHY oh WHY can ppl not just be competent and do their jobs?!

Supposedly iBurst is improving... I'm finding the exact opposite experience.
 
regardtv said:
This is so sad .....

Got my next invoice... guess what, nothing that was telephonically promised had been done.

Monday I phone them and go fight again ... WHY oh WHY can ppl not just be competent and do their jobs?!

Supposedly iBurst is improving... I'm finding the exact opposite experience.
Click to expand...

Oh no! :eek: And I though I was the only one!!! lol...

http://mybroadband.co.za/vb/showthread.php?t=50045

Just posted my story... :D
 
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