Time to go to Carte Blanche

C

Conkill

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I believe it's now reach the point where we need to approach Carte Blanche in regards to this bad service, perhaps they can get to the bottom of iburst lack of support and poor network and then they can at least warn the public against signing up with iburst.

Now I'm fed up with my problem and the lack of support well non existend support for that matter I', launching an official complaint against them with ICASA and will be contacting Carte Blanche i would like to urge everyone that has been struggling with iburst and there support team to please let me know by posting your problem on this thread so that I can hand it over to Carte Blanche and allowing them to be able to contact you should the need arise.

I would just like to say thanks to iburst for not helping me, I was so dam stupid to have cancelled my Telkom ADSL line that was the worse decision I have ever made in my life, thinking iburst would be better than Telkom. I'm now going to make sure everyone sees iburts for what they are I've been putting it off for months being too busy, but now I will make sure that I follow through with actions against iburst.
 
You know your service is bad when customers say, "Man, I miss Telkom"!
 
More trolls ftl. Have you tried contacting Ronald as I previously suggested?
 
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diegoa said:
More trolls ftl
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why is this "trolling" ??? explain please. or should he just keep quiet, and sit in the naughty corner? is he making false accusations here? is Iburst service top notch?

maybe go look up the word trolling, or does it mean "anything bad anyone says about my beloved Iburst"? in your little world?

you are almost just as annoying as dusk
 
No, but constant personal attacks on a company is not what this forums is for. If you got a problem with them phone them or wait for them to get back to you via email or post it below:

http://mybroadband.co.za/vb/showthread.php?p=3698502#post3698502

I usually get fast turnaround times from Gcebile and Ronald, so be a bit more patient.

I never said they didnt have issues, but the constant attacks and whining in every post is getting out of hand, lame and tiring and at times is ruining the enjoyment for others who want to read these forums.

We all full well know what the issues are already, its been listed all over and I dont think they ignoring you, they probably very busy.

Try Screamer Wimax support they never get back to you peroid :P
 
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Conkill,

I received your PM , you will be contacted shortly.
 
You know what it's not a personal attack on a specific company, but lets see don't you think people should really know what they are getting into when signing up with iburst.

I have never in life experience such poor support and to top it all up I'm in the IT Industry so I'm pretty clued up on what's happening in the industry and when it comes to support that's the core of your business.

I have handled queries on behalf of clients ranging from Telkom, Mweb, Openweb, Cybersmart, Afrihost and lots more and with all of these companies I have either received a call back or at least an email answer within a day at the most, heck I have even contacted overseas support on various occasions and got reply's from them within 2 days at the most, but iburst for some amazing reason never emails you back never call you back even if you use there contact us form on there webiste and select yes please call me back you never hear from them. I once last year got a reply from them informing me that please could you call us because we tried to call you and you did not pick up so lets look into that statement from them they tried to call me on my cellphone and for some amazing reason the cellphone did not show any missed calls or any messages in my inbox so wow that's the way to deal with a problem let the client call you and if he can't get through and have to be on hold for hours and pay hundreds of bucks for the call on which he never got through that's fine and that's the clients problem money spend on trying to get throught to iburst on my cell is more than my monthly subscriptions and the best part is I never got through.

Lastly don't you think it's beyond sad that one has to actually have to post something on myadsl in the hopes that you will be helped, I mean what about all the clients that don't even know about myadsl for that matter poor people paying each month and the minute they need help they are screwed so no I'm sorry call this trolling or whatever stupid phrase you can think of, but this is ridiculous to say the least and we are the dam idiots for putting up with such bad service and just keeping quit about it, this my friend is what one would call typical South African or perhaps proudly South African you won't see this sort of crap of support fly in countries like UK or USA so why in the world should we putt up with this?

In Regards to screamer they are fairly new so they need some time to settle in same with neotell, when any new company start up they usually forget about support and tend to that also, but that will change and should it not well then we have a problem. Iburst on the other hand well they have been around for years and there were times when they we really on the top of the ball, one of the reasons why I canceled my Telkom account and switch to iburst, heck i had other option at the time, but iburst were stable, now Iburst I would say is still very stable in regards to providing internet, but for some reason they have no support structure and are having problems in regards to international access to certain website.
 
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I agree but I dont think they ignoring anyone, either they short staffed at the moment or currently very busy. Something I hope they will sort out soon. I dont try to phone their helpdesk at the moment :P

Its generally known in SA we dont have the best customer support :) I can wait up to 45min to an hour phoning City Power or Telkom and get cut off, or they dont return my calls, its not an isolated issue. Even with Screamer Wimax I am getting zero support or return calls from them and many are complaining about them too on two seperate forums. Neotel same issues.

Companies are not obligated to answer support queries on myadsl and hellopeter all the time, every minute of the day, so one needs to be abit more patient.
 
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I'm also in the IT Industry.

Support & Services always go hand in hand. Services must be given to the client at the "advertised" or marketed value, after that the Company must provide a Support Service which then helps with any client Queries (Beings Sales for New Products/Services, Technical Problems or Accounts : Finance/Administration)

Some company's offer Very good to Excellent Services hence their Support Staff do minimal work and mostly attend to "Setting up Queries", The Finance teams then only do Billing Queries etc.etc

Only once the services are unstable or if unexplained problems occur will the Support staff be bombarded with "other" queries. Examples , System Outages ; Slow Network Performance ; Certian Webpage Failure to open and Non-Service etc.


My 2Cents
Napalm
 
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They arent obligated to handle support queries made directly to the company (unless your contract specifies an SLA) but its a good idea if they want to stay in business.

I think its going to be hard for comments to be made that arent trolling. Lets face it - for whatever reason, iBurst has a negative reputation on these forums. I dont have an iBurst account, so I'm going to have to assume that the people who post are genuinely disappointed with the level of service. The problem is that, negative people are going to post negative things, and what you might call trolling is unavoidable. However, if you dont allow them to post, you make the MyBB forum pointless, since its primarily a discussion about broadband, including wireless, and the quality of such offerings. I think finding a middle ground between constructive criticism, venting (which you know will occur) and trolling is going to be extremely difficult.

But I know what you will say - as neither an iBurst customer nor an employee I should butt out. So I will.
 
Napalm is quite right there.

All im saying is to keep it all in one post which has been stickied already for this purpose. Be bit more patient, I know for a fact they are like busy bees in iBurst at the moment :P

Anyways I am sure Gcebile will sort yout m8 :)
 
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LOL @ diegoa ... Phone them....WAHAHAHAHAAHHAHAHA....tried that lately?

:twisted: :twisted: :twisted:
 
Remember the thread "Questions for Shaun".

I think that was successful.

Why don't we start a thread called "Questions for Ronald/r00igev@@r" and ask/forward all our technical questions in that thread.

That will make sure that Ronald will attend to each query asap when he logs in.

Instead of wasting time and going through every post to see if he can be of service.
 
TK-Sp3cialiSt said:
LOL @ diegoa ... Phone them....WAHAHAHAHAAHHAHAHA....tried that lately?

:twisted: :twisted: :twisted:
Click to expand...

I was been slightly sarcastic there, but what I really meant is phone Gcebile or Ronald. I know it takes ages to get to their support desk :P

And yes Madhawk, this is what I suggested yesterday. Hope Ronald is reading :P

I thnk the issue here is people need help and support with things and going through all the threads can be tedious and time consuming, having it in one place can speed things up a bit. Kinda need to follow Shaun Green example here, it worked very well at that time :)

Miss Shaun here :(
 
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It sounds to me as if diegoa has a chip on his shoulder but thats only my 2c ....
 
GoofySmurf said:
It sounds to me as if diegoa has a chip on his shoulder but thats only my 2c ....
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Hehe :)

Just trying to help make forums more constructive and easier on everyone to get faster feedback on. It can be frustrating on both sides.

It used to be a much better forum to handle all these issue a while back.
 
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Extract from Conkill:
"they tried to call me on my cellphone and for some amazing reason the cellphone did not show any missed calls or any messages in my inbox"

+1 - this happened to me last week, got an email from Kagiso (Iburst CRM) advising that my cell is "engaged" and he tried numerous time to reach me but to no avail.
my cell was on, I was receiving calls the entire day.......

Forget Iburst staff knowing about the IT industry....they do not even know what's going on in their own company...
 
Diegoa, respectfully,

is your own posting on multiple threads on the iBurst forum, complaining about complaining, and defending iBurst on many occasion, not in itself a form of trolling? I mean, if you are happy with iBurst, why don't you start a thread extolling its virtues, instead of denying, in a sense, others' right to complain in their threads? And ignore the complainant threads that in your mind makes MyBB an unwelcome place. I mean, why should you bother to read the threads if it makes you unhappy?

We've joked about this before, and I personally take your word that you do not work for IBurst. But have you ever thought of how your constant (and fervent) defense of them makes it appear to others, quite strongly, as if you do work for iBurst. I.e. your actions contradict your statement to the contrary. I'm not saying you're lying; I'm just pointing out a curious dissonance.

In that sense, you may be considered a troll in favour of IBurst, at the very same time that you accuse complainants of trolling (against iBurst). I mean, if the threads make you unhappy, you can ignore them; that you actually post in the threads, complaining about the complaining in the threads - i.e. that you actively engage where you could just ignore it - make it appear as if you have an agenda in favour of iBurst. Again, your activity comes close to trolling.

So, I'm pleading for a form of self-awareness, on your part, of how your own activity comes across to other posters and readers.

The number and intensity of complaints against iBurst is an index of the problems with iBurst, and not an index only of a user's psychology (whiner, moaner, troll). And, for many users, these problems have been ongoing (accounting, bad helpdesk service, no helpdesk service), and have been around for a very long time, even before Jannie became present CEO. When it was announced on MyBB that Jannie was taking over, there was much celebration and optimism; Jannie himself was very confident in turning around iBurst and at one stage said something like "It's early days, but we will eat this elephant".

No matter which side of the fence you're on, you have to admit that that projects a certain persona; perhaps now, after so long and the ship not having turned around, people are even more incensed because what is going on now contradicts that projected 'can-do' persona. And in that way one should also read the intensity of complaints as an index of people's disappointment (yes, have a thought for Dusk as well), instead of simply labelling them trolls, the latter especially because 'troll' is an easy label - it's kind of like the internet equivalent of the race card. And see how easily your own posting fits the definition of trolling.

As problems with iBurst service have been ongoing for a very long time, your plea for people's patience is also off the mark. And users normally complain after they have tried iBurst's publicised avenues for grievances. Exasperatingly referring them to Rooigevaar (why doesn't he have an "IBurst rep" nic, to make it easier for users?) or Gcebile does not recognise that they are kind of unofficial help. Why can iBurst not have the same (working) service on their own site, where the average user may look first as a customer? Why can iBurst not, at the very least, state on their site that users may contact Rooies or Gcebile at MyBB? That should be simple, shouldn't it, adding a link to their site? But why does iBurst not do it?
 
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