What more can I do????

B

bcboomslang

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Here is an email I sent the callcentre on tuesday. This is after several tries DAILY for the last while before and now after the holidays. IF i get throught to the heldesk (which does not happen often - in fact the last week I have been able to get through only once after at least four tries a days), the system is apperently still down. I work in a IT department and if our systems are down more than a hour, the technical guys would be out of their jobs so fast... I am really starting to worry. I have never had any issues before, but this relatively simple issue is making me really angry... What should I do next. I wonder if putting in a call to the police for fraud would not help, since I am being charged for something I am not getting and that is being advertised on (even this) website/s.

Here goes:

"I can not get hold of the call centre today. Please call me urgently – .........

My contract expired the beginning of December 09. Due to the change to the new contracts the system had an issue with releasing the complimentary gift card that I got with the renewal. To facilitate the release the consultant said they will put me on the Xtreme 5Gig package until I receivedand activated the card. Thereafter I must call and they will upgrade the package to the 8Gig package that I wanted and that this will be at no charge. (Call reference number 065881 - very helpful and finding a way to help me even though there was a problem always gives a customer a smile).

I phoned after receiving my gift card and they said there was an issue with the system, they will call me back – no call back occurred. During the next week I logged several calls again regarding the same issue, each time getting the response that the system is either off or the option to migrate my package is deactivated and they will call me back later the day – again no call backs were received for any of the calls). Due to leaving on holiday I then left this issue till Jan 4th. I still see that I am on the Xtreme 5Gig package (get this: for 337 months no least - due to expire in 2032) and due to the fact that it was not changed I “lost” 3Gigs in transferred bandwidth: I had 5Gb – 1.5Gb used = 2.5Gb (2496.3148 Mb) transferred to January. So I could have had 5.5 Gb transferred (8-5 = 3 + 2.5) -> that means I in effect lost 3Gb that I paid for. I have retried again on the 4th Jan without any luck – same excuse, there is a problem on the system, I must please try again later. Today 5 Jan 2010 I can not get through to the call centre at all. I have now wasted a lot of time and energy and not to mention the phone bills in this regard.

I expect this to be resolved ASAP otherwise I will take this further. This is very bad service and in this current economy is an indication of serious carelessness by a service provider. It is a very competitive environment and I would expect better service from a normally very efficient provider."

So then a little while later got a automatic generated letter from iBurst stating they will look into the issue in no later than 48 hours. This was tuesday. Guess what? It is friday (more than 48 hours later in my way of counting) - no call, no mail and no resolved issue! No I ask you what more can I do? Helpdesk still unreachable! I tried all IVR's but no response on any. It just keeps ringing.
 
OK even here I get no response! I have lost my patience. I (finally) got through to the help centre and again got a response of they are struggling to enter their system and I must try again in a little while (WTF!) I said I am not going to - this has now taken too long. They then said they will call me back - which I also refused since I am still waiting for ANY call back I was promised last month. After a rant, the consultant somehow did get onto her system (funny that it just suddenly now works) and could see my details. She said there was already five tries registered for the change but all has failed. This was the times when I actually got through AND the system was up. She tried again - guess what? IT DID NOT WORK AGAIN - she will now escalate this. ONLY NOW? Why was this not escalated when I tried for the second time?

I just hope I don't accidentally meet someone who works at iBurst since I may just take my frustration out on them.
 
Have you thought about laying charges of fraud and theft against the directors of iBurst? I'm surprised nobody has done this yet, it is perhaps the only way that they will get the message that a broken accounting and billing system is unacceptable.

Perhaps the first person you can lay a charge against is Jannie van Zyl.
 
use some paragraphs, maybe then someone will read it?
 
Keeper said:
use some paragraphs, maybe then someone will read it?
Click to expand...

Uhm, there IS! Six to be precise (although technically there is another as well if you include the one line introduction to the beginning of the letter). I do not know if your browser displays differently but on mine I can clearly see some.
 
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What you need to do is get a new ISP. iBust is not on the ball. We all hoped and there was a few sparks of things improving when Jannie took over but alas this seems to have fizzled into oblivion.

Time to get ADSL (like I did TELSCOM 3x4MB line :D) if the service is not available in your area I would suggest MTN. I get great speeds when I am out and about (in the areas I frequent I must add CPT Western Cape)
 
bcboomslang,
Apologies for your experience. I will escalate the issue.
 
bcboomslang,
Please can you PM your contact and account details.
 
Ag nee Dompiet, why so negative?? At least Ronald is trying to help - after the deafening silence of IburstHelpDesk!

Cut Ronald some slack - I know he sticks to his promises to escalate issues which he can't deal with himself. It is a bit unfair to dump months (if not years old) issues on him alone. I've had the same bad customer service from IburstHelpDesk which also left me in a negative, miserable, gatvol and frustrated state, but when someone like Ronald is prepared to do something about the situation, let's appreciate it, rather than putting him down.

So just for New Years' sake - show a tiny bit of positivity. :-)
 
bcboomslang said:
Here is an email I sent the callcentre on tuesday. This is after several tries DAILY for the last while before and now after the holidays. IF i get throught to the heldesk (which does not happen often - in fact the last week I have been able to get through only once after at least four tries a days), the system is apperently still down. I work in a IT department and if our systems are down more than a hour, the technical guys would be out of their jobs so fast... I am really starting to worry. I have never had any issues before, but this relatively simple issue is making me really angry... What should I do next. I wonder if putting in a call to the police for fraud would not help, since I am being charged for something I am not getting and that is being advertised on (even this) website/s.

Here goes:

"I can not get hold of the call centre today. Please call me urgently – .........

My contract expired the beginning of December 09. Due to the change to the new contracts the system had an issue with releasing the complimentary gift card that I got with the renewal. To facilitate the release the consultant said they will put me on the Xtreme 5Gig package until I receivedand activated the card. Thereafter I must call and they will upgrade the package to the 8Gig package that I wanted and that this will be at no charge. (Call reference number 065881 - very helpful and finding a way to help me even though there was a problem always gives a customer a smile).

I phoned after receiving my gift card and they said there was an issue with the system, they will call me back – no call back occurred. During the next week I logged several calls again regarding the same issue, each time getting the response that the system is either off or the option to migrate my package is deactivated and they will call me back later the day – again no call backs were received for any of the calls). Due to leaving on holiday I then left this issue till Jan 4th. I still see that I am on the Xtreme 5Gig package (get this: for 337 months no least - due to expire in 2032) and due to the fact that it was not changed I “lost” 3Gigs in transferred bandwidth: I had 5Gb – 1.5Gb used = 2.5Gb (2496.3148 Mb) transferred to January. So I could have had 5.5 Gb transferred (8-5 = 3 + 2.5) -> that means I in effect lost 3Gb that I paid for. I have retried again on the 4th Jan without any luck – same excuse, there is a problem on the system, I must please try again later. Today 5 Jan 2010 I can not get through to the call centre at all. I have now wasted a lot of time and energy and not to mention the phone bills in this regard.

I expect this to be resolved ASAP otherwise I will take this further. This is very bad service and in this current economy is an indication of serious carelessness by a service provider. It is a very competitive environment and I would expect better service from a normally very efficient provider."

So then a little while later got a automatic generated letter from iBurst stating they will look into the issue in no later than 48 hours. This was tuesday. Guess what? It is friday (more than 48 hours later in my way of counting) - no call, no mail and no resolved issue! No I ask you what more can I do? Helpdesk still unreachable! I tried all IVR's but no response on any. It just keeps ringing.
Click to expand...

Before you renewed with iBurst you should've read myBB, HelloPeter etc. Things are going from bad to worst over there. Bunch of amateurs, a real company in that position would've hired a public relations company to defend their image. Their reputation is being torn apart online and as a former iBurst customer, I'm not suprised.
 
Rate My ISP,
What do we need to do to motivate you to become a customer again? It would also be helpful in having your opinion about what brief a public relations company needs to defend an image (or is it it really only about having a presence on myBB, HelloPeter, twitter, etc)?
 
I think before even getting a PR company involved, actually get the thing working.

iBoss was implemented to supposedly resolve bandwidth monitoring and accounting issues that have dogged iBurst now for at least 3 years. It was announced with big fanfare here, but clearly wasn't put through extensive, rigorous enough testing. There was also much applause when the present CEO took over; he made some promises several months ago that iBurst would be turned around. Evidence suggests that he was being optimistic.

Having a presence here (no longer at HelloPeter) may speed up resolution for those fortunate iBurst users who know to google and find this forum (note the influx of new MyBB users on the iBurst threads), but, as has been asked many times: Why can't iBurst have user issues resolved on their own site where, naturally, a customer might look first.

Again, this is not to detract from the work that individuals like Shaun has done, and now Ronald and Gcebile are doing. But, really, the model is perverted: IT Company X cannot resolve customer issues via it's own, branded online presence; instead, customers have to google to find a forum independent of IT Company X where reps from the very company will respond.

Does iBurst have a link on its site to lead frustrated customers to MyBB? Why not? That at least will show that iBurst is willing to help its customers in general, rather than the few fortunate to know that they have reps at MyBB. Or, why can iBurst not establish a forum independent of its own wobbly network - to ensure that it works - and therefore show commitment to resolving customers' problems?

From this, from the range of recent complaints here at MyBB (unresponsive helpdesk and disregarded emails - nothing new; it is continuous from pre-Van Zyl days), one cannot help but think that iBurst does not care an iota about the customers and that the presence at MyBB is merely to contain adverse publicity.

Dit gaan die verstand steeds te bowe.
 
iBurst said:
Rate My ISP,
What do we need to do to motivate you to become a customer again? It would also be helpful in having your opinion about what brief a public relations company needs to defend an image (or is it it really only about having a presence on myBB, HelloPeter, twitter, etc)?
Click to expand...

Once upon a time I actually really liked iBurst, their connection was good and coverage was excellent - it was dealing with the people that was bad, debit orders went wrong, I got cut off, they said I did not pay, I sent accounts dept proof of payment, phoned iBurst asked them to put me online as I have work to do online, they say accounts department has already gone home and they can't help me.

iBurst reputation is taking a beating, people are complaining left light and centre. Yet no official response from iBurst, the bandwidth monitor is not working, this is not working, that is not working. This is chasing customers away and putting prospective clients off. Which is bad for business, despite me being sometimes harsh towards them, I don't want to see them fail, I want more competition, each time I have to buy Vodacom data, I have to gulp and my stomach turns as it's twice the price I paid at iBurst. The reason I mentioned a PR company because now it seems that iBurst does not care, perhaps the new CEO is not well versed in reputation management. When PicknPay got caught up the poison controversy they took out full page adverts, ran TV ads to calm people down. Read myBB iBurst customers are in a state of panic. When I iBurst does not reply they assume iBurst is at fault, we assume iBurst is at fault - which may not always be the case. You guys must defend yourself, If a car fitted with Potenza's slides off the road and people blame the tyres on internet forums. Bridgestone's PR machine will go on the offensive and say: hey lets wait for blood alcohol results from the driver, or lets wait for tests to be done maybe the tyres was not inflated to recommended specifications (not Bridgestone's fault). But when iBurst customers complain and iBurst does not defend themselves we assume the customer is right and perhaps iBurst is hiding the fact that things are falling apart behind the scenes. We don't know what is happening. You guys no longer respond on HelloPeter. Tacit means consent, if I say iBurst is a sinking ship and advise people to cancel and cut their losses (which I've done on myBB), iBurst did not come out and say: please give our new CEO some time, he was left a dead duck by the previous regime etc. I need to stop now :)
 
Ronald,
The other problems that people encounter (at least me) problem of slow speeds during day due to overload of towers: (and it is not lowest yet!) It can be said that it is slower than 384k ADSL unlim. offering for same value where it can be done more in data volume. User leaves for better offering...

People complain about latency that cannot be used for gaming... User leaves for better offering...

Summary, why people leave:
1) Billing and monitoring issues.
2) Price for value.
3) Quality of service.
In my opinion, that makes people leaving...
 
I firstly want to thank Ronald and Gcebile for getting my problem sorted out. Your help is what I expected from the iBurst team. I checked my package and saw that it has been solved and I am now finally on the package I required.
 
Fix the iBoss system which was deployed in August of 2009 and still does not seem to be working.

Fix the bandwidth monitoring system.

Fix your interaction and feedback with customers.

Fix your debit order system.

In short fix the whole bloody company.

Sorry I'm getting a bit tired of pointing out all the obvious problems here...
Never mind to speak of the untold damage the company's reputation has undergone.

How about a public apology?
Instead of the continual blaming of 'the system' which seems to be permanently down.
 
I just browsed the comments on Hellopeter.

I feel so embarrassed for iBurst...:o

The ship is sinking so fast, it's not even funny anymore.

A lack of response from Jannie on these forums, shows you how serious the problem is.
 
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Madhawk said:
I just browsed the comments on Hellopeter.

I feel so embarrassed for iBurst...:o

The ship is sinking so fast, it's not even funny anymore.

A lack of response from Jannie on theses forums, shows how serious the problem is.
Click to expand...

I concur.
 
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