iBurst struggles with poor service levels
Over the last few weeks iBurst has been on the receiving end of criticism against the company online. The complaints include poor service levels, billing problems, unfair account suspensions and poor telephonic support.
One iBurst subscriber who contacted MyBroadband said that he has been ‘triple charged for January 2010’, but is finding it very challenging to resolve this problem. “Does anybody know what is happening at iBurst? It is impossible to get through to them as nobody answers the telephones,” he said.
Consumers go online to look for help
iBurst remains the company on top of the complaints list for ‘companies who don’t respond’ on the consumer activist website Hellopeter. Over the last five days iBurst received 24 complaints, ranging from poor support to the unfair suspension of accounts.
A recurring theme on Hellopeter is the lack of telephonic support. According to one user he has unsuccessfully been trying to get hold of iBurst’s accounts department for nearly a month. “I have been trying to get in contact with iBurst since 17:30 last night. I’ve phoned an enormous amount of times, staying on the phone for 5-10 minutes each time, all to no avail,” said another iBurst subscriber.
Billing system problems
It is well known that iBurst has been battling with its new iBoss billing system in recent months, something which still seems to dog the company.
When quizzed about the problems in early January iBurst CEO Jannie van Zyl said that the company underwent a tremendous amount of change in recent months, and that “iBurst is fully aware of these problems and are working around the clock to stabilise the systems and provide the desired levels of service.”
Van Zyl added that their call centre was moved to a new location during the December / January period and that this resulted in some issues with answering calls speedily at the time. “But the move is now near complete and we are confident the call centre hiccups are now behind us,” Van Zyl said in January.
iBurst was contacted for feedback, but the company said that they could not immediately comment on the complaints from subscribers.
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