Constructive Criticism: Customer Service & Support Issues...

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LoneGunman

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Dear Customer Support

As I'm currently getting speeds more worthy of Sentech or a 33.6 modem, I've had a lot of time to consider IBursts possible gains during this time of an alleged so-called 'slowdown'.

As IBurst have to pay for every bit of data that is used up during normal operations, I'm curious about exactly what IBurst intend to do with the profit they have been accidentally making over the last few days - given that they have had a 70-80% drop in bandwidth usage, because of their apparent 'slowdown'.

Also, given that customers are being told that this slowdown will continue for up to a week, this then means that IBurst will not have to expend money to pay for the usual daily b/w usage during this time - therefore they are creating 'profit' for themselves for every day that the 'slowdown' continues.

So I would like to know how IBurst intend to pass on part of this massive artificial 'profit' they are making during this time, to their customers?

Are we to expect a discount on the monthly cost of IBurst determined by number of days at reduced speeds? 'Extra' gigs of download added to our so-called 'cap'?

What exactly are IBurst offering its customers, by way of compensation - as its clear that despite the appearance of technical problems, this current situation of a 'slowdown' is actually very profitable, in a real financial sense, to IBurst.

I look forward to a detailed response, and/or rebuttal of my perspective on the financially rewarding aspects of a 'slowdown' to the Company concerned.

Yours sincerely
'An Iburst Customer'
 
WBS - capping

Since the unused bandwidth will apparently not be carried from month to month, I think it is fair that the counter only counts bandwidth usage during the periods when one's usage actually exceeds 64 kbps (ie the throttling limit after capping).

An option for users to apply throttling, ie to stop the counter, will also be a good idea.
 
Who to shoot

1. I still wonder if it is still constructive to call the Helpdesk since most of the time they are not sure what the problem is.

2. As a paying customer I only need to know what is going on and is the problem going to reoccur every month when they try to save cash on bandwidth.

3. Secondly the whole thing of calling the Helpdesk and be in a queue for ever and ever only to be told that the problem will persist for a week. They need to have more people to answer calls since they seam to be saving cash.
 
It shouldn't be necessary to call the help except in cases of no service.

They provided on online incident report, it should be updated in advance or at the time of the incident in case it's unplanned.

They have a system to mail notifications, they should use it is above.

Damn, it doesn't require a rocket scientist to add / mail an incident.

If the available systems are used properly, they will probably require less helpdesk phone staff acting as glorified receptionists and be able to afford more people to FIX the problems.
 
My constructive crit :

Fire Tyrone

<edit>

For misrepresenting WBS by blatantly lying, telling people nothing is wrong and that they're the only one with the problem so it must be their system. Not doing his job by taking the complaint seriously and trying his old and trusted "MTU settings" excuse. Not fulfulling his duties as a call centre agent, not going the extra mile, not being a team player...... should I stop or go on?

</edit>
 
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my constructive crit, <edited by="ic" old_text="shut up">%insert_something_constructive_here%</edited>
 
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Provide a startup letter/document/booklet to your new users.
Containing:
Contact numbers, support hours, problem escalation route, garauntee's (LOL), how the cap works, login, password, how to change your password, how the modem works, what the lights really mean, how to improve your signal, how to create the dialup connection, what ppoe is, an entire 3 pages dedicated to troubleshooting every problem found thus far, how to re-install the drivers, TELKOM'S position in your network, the reason for the high bandwidth prices, the reason for the capping policy, WBS's profile and WBS's future plans.

I am such a wishful thinker. :eek:
 
call back

there seems to be a general problem with helpdesks in this country, you never get called back, I*** seem to be following the same trend.

I have been told on four occasions that I will be called back within an hour, only once was I phoned back and that was after about 4 hours.

so my question is how can we truly rely on a provider to carring our data reliably if there staff are not reliable.
 
i phoned yesterday talked to porsha cuz no one knew anythign about the throttling, she took my number and called later in the afternoon to tell me everything she could.
 
slimothy said:
i phoned yesterday talked to porsha cuz no one knew anythign about the throttling, she took my number and called later in the afternoon to tell me everything she could.
Click to expand...

Your grasp of the english language is obviously just as horrible as your understanding of afrikaans. This thread is dedicated for people who would wish to give the support centre CONSTRUCTIVE CRITISM.

I might as well post "my neighbour has a pet rabbit" because your post made absolutely no sense at all, nor brought enlightenment to the possible WBS staff who would read this and go, "hey, maybe we should go with this idea"

Wishing your internet will break and you would never come here....

yours sincerely,
noone in particular
 
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it was a response to the above post which never had constructive critism, and neither did yours, oh no newney WE WENT OFF TOPIC.

oh and don't crit my english language, seeing as you are afrikaans and I am english
 
How about answer emails, have people on Helpdesk that really do know a thing or two about pc's have I-burst resellers who actually knwo how to set the unit up on your pc (yes not charge you R340.00 and you have to do the work yourself because he doesnt understand how windows xp works lol)
Drop the stupid cap, giveus a real 1 meg speed, errrm ok ill stop now im tired lol
 
great post slimothy, i really got to thinking about your comment, and i must say, it changed the way i think about things... wow *applause*
 
I would like to add that they have services @ they're disposal to help people out.

* E-mail notification
* a Forum
* A Incident Report page,

But none of these seem to be updated by IBurst stuff on a regular basis, today is the 8th of April, and the Indident Report page has not been updated once, but we have had at least 2 e-mails from IBurst. But not one explaining the "slowdown" we have experienced.

I would like to see some people dedicated to E-mailing responses, i e-mailed the helpdesk 2 days ago. I haven't received a reply yet,

I also started a thread for why we can't use IRC as a means of communicating our situations with IBurst, instead of wasting or spending our money to phone constantly, i've read of people phoning 6 times a day to get a reply. And get given the same reply every time.
 
Had planned to get IBurst but after reading all your comments have invested in a pair of homing pidgeons instead.
 
Harrydoc said:
Had planned to get IBurst but after reading all your comments have invested in a pair of homing pidgeons instead.
Click to expand...
LOL Just beware of overhead wires, crop spraying, aeropleanes, etc :D
 
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