iBurst addresses account support problems
In a letter to their customers, dated 28 July 2006, iBurst informed users that "…the credit department hours have been extended for your convenience and are now 8 a.m. to 7 p.m. from Mondays to Fridays…"
MyADSL tested this claim and called iBurst just before 18:00 on Monday. The number was answered after about two minutes, but we were duly informed that the accounts department is closed. They said that it closes at around 5 pm and that it will open again at 08:30 in the morning.
iBurst confirmed their extended accounts department call centre hours. “I can confirm that the Accounts Call Centre is open from 8am to 7pm Monday to Friday. Our promise and our commitment to deliver world class-leading service and customer care is the reason why we extended the hours,” said Ed Hall, Head of Customer Support at iBurst.
While it is entirely understandable that iBurst may find it unnecessary to keep their accounts department open until 7 p.m. on weekdays or open it at 8 a.m., it is certainly not acceptable to make these claims and not deliver on them.
iBurst was quick to respond to this issue, and Hall informed MyADSL that an error that occurred in the Call Centre was to blame for the problem. “Action has been taken to ensure that this does not happen again,” Hall ensured customers.
Hall also thanked MyADSL members for the feedback regarding the iBurst service.
“I would like to say again that the MyADSL forums are great and that the feedback and comments posted provide valuable input to making the iBurst customer service experience to all our customers exceptional,” Hall said.
“We are committed to be the best. We don’t always get it right, but we certainly try to get it spot on,” Hall continued.
Hall also said that they will be in contact with the member which had an accounting problem today to rectify the issue.
It is encouraging to see that iBurst admits when they are at fault and reacts quickly to rectify any customer support problems that users may experience.
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