Tracking of Issues

[rainbow]

Why does the automatic e-mail response one receives after sending an email to the helpdesk not reflect a tracking number and still only state 'We will respond to your query within 48 hours'. i have logged 2 issues today and will monitor response times and effectiveness. Standing by......

 

[iBurst]

Hi Rainbow


Please email me some contact detail.

I would like the contact centre manager to contact you regarding your idea.


Thanks

 

[rainbow]

Now at 24hrs plus and no response! Msybe the iBurst clock stopes over weekends? Standing by.........

 

[ambo]

I would like the contact centre manager to contact you regarding your idea.

Hi Shaun. I emailed you about a month back about the same issue... haven't heard anything back.

 

[iBurst]

Same suggestion?

Apologies for that.

All suggestions were moved onto either product development or in the case of Rainbows to the Contact centre manager.

 

[rainbow]

Now at 48hrs plus and no response! I maybe confused if the automated 'Dear Valued Customer' constitutes a response and I am expecting resolution to my issue. Standing by.........

 

[iBurst]

Hi Rainbow.

Could you send me the service request you sent onto the helpdesk.

I would like to see what has gone wrong.


Thanks

 

[rainbow]

Shaun service request info sent to Mpho - told there is a backlog against which my service requests are not traceable! Are iBurst experiencing capacity problens as well in handling issues? Now at 72 Hrs why am I not suprised!

 

[rainbow]

Now at 96 hours.........
Still no feedback Shaun?

 

[iBurst]

They have tried you on the landline and the cell.

Any other numbers we can try?