iBurst execs very helpful (unlike "regulatory" bodies)

After no response with lodging complaints with ICASA, ISPA and the DTI I really am wondering what these people are paid to do.

In frustration I tracked down the CEO of iBurst (reasoning he must have a substantial investment in its success) and explained my story to him about not being allowed to use a second-hand modem. He agreed with me there should be no reason for this and was quite angry with the staff who messed me around. The matter was resolved within hours and I definitely have the impression he wants iBurst to deliver quality service and not be another Telkom.

My advice: if you get no joy, take it higher, the people lower down forget it is you who are paying their salaries.

Nice one

Well done!!

Any chance of getting his email addy?

Yeah I think he might be quite interested in his support/account team's lack of assistance.

Sorry, I don't post personal contact information, but you can figure it out.

I've mentioned the common problems I've read of here, and how they're losing customers to Telkom, and his personal troubleshooter has committed to checking out the complaints here, hope it helps the other folk out.

I've mentioned the common problems I've read of here, and how they're losing customers to Telkom, and his personal troubleshooter has committed to checking out the complaints here, hope it helps the other folk out.

Click to expand...

I was told the exact same story urm 2 years ago... where are they on this forum? Ed Hall has left... they can't find a replacement, their blog never posts any of my complaints but only when I praise certain things...

hi, the prob with this kind of blogs is that a lot of the views can represent 1% of the users while 99% of users are happy with the service.

The other aspect is people who complain can be those that are simply releasing frustration due to their job, personal and financial difficulties on something easier to resolve (this should not be generalised hoewever).

Operators know evrey week how good or bad the ovreall service is by people leaving the service - it's called churn. so that gives an overall view of the quality situation which a lot of talking or complaining does not give a clear view of. Currently it is around 3-4% per year which is good compared to some GSM operator which are at 15-20%!

They also know what customers need to be happy and the feedback is very helpful for improving things continuously - Just remember that Rome was not built in a day and that if you're not more tolerant with the little guys and run for the big chief, he will end up having you for dinner in the end and no little guy to turn to any more for help.

Please PM me his details, cause complaining to iBurst managers in Cape Town, Joburg doesn't work, nor does ASA or ICASA...

ps Does anybody have the contact details of an IT / consumer journalist in Cape Town?

Did you mention the current policy with regards to P2P? What were his thoughts?

i had a similiar experience when iburst announced their email story. i spoke to the ceo and the matter was resolved in hours. as in i could use any smtp server i wanted.

sometimes complaining is just a waste of energy and u have to take matters higher.