Why do Iburst still have a HelpDesk?

I called two of their departments today only to be told to call back later. One claimed their systmes where down and the other claimed their website was down. No wonder I've got no connection.

I've had such a bad experience from them. They keep taking my money after I cancel services (for over a year) and there is no customer service what so ever.

VERY POOR!!! Telkom is far far better.

They wont be getting any more of my money.
 
I guess we will wait for Jannie to come back

Is there still head of customer service @ iBurst?
 
Apologies for any problems caused by the move of the call centre. Please report any current problems and I'll escalate them for resolution. This will hopefully improve the experience for everyone.
 
NWI said:
Your customer service manager needs to be fired. I have spent countless hours on the phone with your call centre trying to get money back that you stole from me and guess what - ITS BEEN A WASTE OF MY TIME.
when I asked to speak to a supervisor or manager I am told they are not available. What a disgrace
Can you give us the contact details for the Customer Service Manager or even the Call Centre Manager, do these people actually exist????
My problem is still not solved and I want my money back
who is going to help??
Click to expand...
Oh, that old chestnut.:o
 
oh poor IBURST.... How much longer can they survive? How they have any clients left amazes me....
 
Perhaps their CEO or chairman can send out a lovely E-Mail again to all the people saying how things aren't REALLY that bad..... bwahahaha. Aren't we due for one?
 
NWI said:
Your customer service manager needs to be fired. I have spent countless hours on the phone with your call centre trying to get money back that you stole from me and guess what - ITS BEEN A WASTE OF MY TIME.
?
Click to expand...

The fastest way to get money back when being stonewalled is to send a fax with the words FINAL DEMAND in big fat letters on the first page.

Address it to the CEO and on the second page state you have attempted to collect your money via the helpdesk and was stonewalled.

Unless you have your money within 24 hours, you will assume criminal intent and lay criminal charges agains the CEO with the SAPS.

Such a fax usually breaks down the walls, and if not, matters are resoved very speedily when the SAPS arrives to speak to the CEO "to investigate".
 
Ronald, more suggestions to escalate to the Customer Services Department.
HelpDesk (Call Centre) Consultants, for better customer support:

1. Read e-mails properly to ascertain what the customer's request is, before sending a reply on things which weren't asked for and the queries which should need attention, remain unanswered.

2. Stick to your promises. When you promise to call back a customer, do so, and within the said time. Don't wait for customers to follow up themselves.

3. Give customers the correct advice / assistance. If you don't know something, ask someone who knows. I have experienced receiving different answers from individual HelpDesk Consultants for the same problem. Problem still unresolved!

4. Get proper training.

5. Dealing with issues / problems should happen much faster.

6. Better telephone manners - cutting off customers frequently is not cool.

7. What about implementing a toll-free number for cellphone calls. Calling the HelpDesk could result in one hefty phone bill at the end of the month, because holding on for 20+ minutes is the norm.

8. They should remember that the image of a successful business depends on the quality of their customer service.

Ronald, thanks for saving face for Iburst - we do appreciate it!
 
JeanetteR said:
Ronald, more suggestions to escalate to the Customer Services Department.
HelpDesk (Call Centre) Consultants, for better customer support:

1. Read e-mails properly to ascertain what the customer's request is, before sending a reply on things which weren't asked for and the queries which should need attention, remain unanswered.

2. Stick to your promises. When you promise to call back a customer, do so, and within the said time. Don't wait for customers to follow up themselves.

3. Give customers the correct advice / assistance. If you don't know something, ask someone who knows. I have experienced receiving different answers from individual HelpDesk Consultants for the same problem. Problem still unresolved!

4. Get proper training.

5. Dealing with issues / problems should happen much faster.

6. Better telephone manners - cutting off customers frequently is not cool.

7. What about implementing a toll-free number for cellphone calls. Calling the HelpDesk could result in one hefty phone bill at the end of the month, because holding on for 20+ minutes is the norm.

8. They should remember that the image of a successful business depends on the quality of their customer service.

Ronald, thanks for saving face for Iburst - we do appreciate it!
Click to expand...

Not intented to attack anyone :p

BUT we all know that from the list above Iworst will not be able to comply with one request................. been there done that .......... switched to ADSL with 22 days of my "contract" remaining

The issues raised above is TRUE issues I've also had, I've cut my losses and walked away realizing that IWorst is a sinking ship

:)
 
iBurst said:
Dompiet,
What can we do to retain you as a subscriber?
Click to expand...

Easy :D

a) Supply a SERVICE
b) Offer assistance for your clients
c) Employ COMPETENT people
d) Have a HELPDESK
e) Answer the phone lines you are supposed to be reachable by
f) Get PEOPLE to answer the phone - not an automated "your call is important to us. We are experiencing high call volumes " That is NOT a service - it's a pain in the behind
g) Offer bandwith at competitive prices - 1 gig for R 29.00 would fall in that category
h) Stop sending clients SPAM emails
i) When employing staff, make sure they have got at least Grade 2 and they know how to switch on a calculator
j) Stop saying install an external aerial to get promised speeds - I've got 2 installed
k) Have an accounts department that actually are prepared to help the customer
l) Have a Retensions department that knows what day of the week it is


Should I go on ????????????
 
When I read these I am usually confused as I dont experienced these issues you guys are getting from iBurst.

When I phone for techincal or account related stuff, they always been helpful and usually call me back when promised, they even follow up in a few days to see if everything is still ok. I havent had any issues with them lately.
 
diegoa said:
When I read these I am usually confused as I dont experienced these issues you guys are getting from iBurst.

When I phone for techincal or account related stuff, they always been helpful and usually call me back when promised, they even follow up in a few days to see if everything is still ok. I havent had any issues with them lately.
Click to expand...

Probably they know that you will bother Shaun Green and not everyone has the time to do that
 
diegoa said:
When I read these I am usually confused as I dont experienced these issues you guys are getting from iBurst.

When I phone for techincal or account related stuff, they always been helpful and usually call me back when promised, they even follow up in a few days to see if everything is still ok. I havent had any issues with them lately.
Click to expand...

We all know you are an undercover Iworst employee, maybe even Jannie himself trying to improve the image of Iworst.

Its not going to work, because unlike Iworst thinks, their subscribers are not idiots.
 
native,
Any subscriber can escalate an issue to Gcebile if the normal channels fail or come up short. Shaun Green does not represent iBurst any more.
GimmeGigs,
diegoa is not an iBurst employee. I think he is an astute individual who achieves more using a carrot than a stick.
 
iBurst said:
Dompiet,
What can we do to retain you as a subscriber?
Click to expand...

You know its actually quite funny when someone asks you what they can do to retain you as customer, and then the silence is deafening :confused:

What's the point in asking, if nobody is interested in sorting the basics out :confused:

But then again, what did we expect :(
 
diegoa said:
When I read these I am usually confused as I dont experienced these issues you guys are getting from iBurst.

When I phone for techincal or account related stuff, they always been helpful and usually call me back when promised, they even follow up in a few days to see if everything is still ok. I havent had any issues with them lately.
Click to expand...

Didnt you say , you are gonna stop posting on iburst forums?
We all know by now that you have the perfect experience with iburst.
You are the minority now stop brown nosing for iburst please.
 
r00igev@@r said:
native,
Any subscriber can escalate an issue to Gcebile if the normal channels fail or come up short. Shaun Green does not represent iBurst any more.
GimmeGigs,
diegoa is not an iBurst employee. I think he is an astute individual who achieves more using a carrot than a stick.
Click to expand...

No, he/she is, (ok maybe not an official employee, but he/she is in there somewhere, perhaps one of Jannie's friends or family)

You can go and check his/her posts. Every time someone says something bad about Iworst, immediately there he/she is with the 'aww...they rock' rhetoric.

It is obvious because it is not normal behaviour. No normal person would look at every Iworst post and then when something bad is posted, he/she instantaneously post something positive.

What does he/she do? Just trawl the Iworst forum all day long looking to post something positive?

It is obvious. Its a shill. No doubt.
 
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