CriticalConsumer
Senior Member
Just something I posted today on Ed Hall's blog:
Unused bandwidth carry over and technical support...
Ash B. | Monday, November 06, 2006 | 16:22
Good day Ed and everyone else,
Yes this is another one of those NEGATIVE posts!
I am currently on a 3GB package with a desktop modem. I however have not used all of my cap and had something like 800MB left over, but your policy states that there is NO CARRYOVER!
I do think that this is TOTALLY UNFAIR since I legally paid for that bandwidth and I rightfully should have access to leftover bandwidth that could be carried over to the next month.
I would appreciate if you could look into providing this to clients at no extra cost - R600 is alot of money and 800MB is a lot of data!
Secondly, you technical support agents are not experienced enough to answer technical questions fielded by a technical person (i.e MSCE qualified person) to connect iBurst modems to a router - TWO LINES on a A5 card is not going to help the average non technical person.
Being passed from pillar to post is also something I do not have time for when calling in from a cellular phone...and i think to myself sometimes that I should bill iBurst for this due to tech support incompetencies.
Response times on issues logged with the help desk should not take 24 hours to respond to, instead they should be attended to within an hour of the problem being reported either telephonically or electronically.
Speed degrades are also not part of what I expect from a service that I pay so much for. Sure there some valid reasons for degrades occurring, but the number of occurrences is annoying. It seems to be the norm now that everything runs hunky dory and then a few days into the month, everything is slower than a dead snail.
I pay for a service which claims to be of world class, so i expect that level of service. iBurst is quick to debit money from account monthly, but not quick enough to resolve issues i may have...
Without the client, your company is nothing, remember that!
I hope things shape up for the better.
Thank you for allowing me my 2c worth.
Unused bandwidth carry over and technical support...
Ash B. | Monday, November 06, 2006 | 16:22
Good day Ed and everyone else,
Yes this is another one of those NEGATIVE posts!
I am currently on a 3GB package with a desktop modem. I however have not used all of my cap and had something like 800MB left over, but your policy states that there is NO CARRYOVER!
I do think that this is TOTALLY UNFAIR since I legally paid for that bandwidth and I rightfully should have access to leftover bandwidth that could be carried over to the next month.
I would appreciate if you could look into providing this to clients at no extra cost - R600 is alot of money and 800MB is a lot of data!
Secondly, you technical support agents are not experienced enough to answer technical questions fielded by a technical person (i.e MSCE qualified person) to connect iBurst modems to a router - TWO LINES on a A5 card is not going to help the average non technical person.
Being passed from pillar to post is also something I do not have time for when calling in from a cellular phone...and i think to myself sometimes that I should bill iBurst for this due to tech support incompetencies.
Response times on issues logged with the help desk should not take 24 hours to respond to, instead they should be attended to within an hour of the problem being reported either telephonically or electronically.
Speed degrades are also not part of what I expect from a service that I pay so much for. Sure there some valid reasons for degrades occurring, but the number of occurrences is annoying. It seems to be the norm now that everything runs hunky dory and then a few days into the month, everything is slower than a dead snail.
I pay for a service which claims to be of world class, so i expect that level of service. iBurst is quick to debit money from account monthly, but not quick enough to resolve issues i may have...
Without the client, your company is nothing, remember that!
I hope things shape up for the better.
Thank you for allowing me my 2c worth.