Iburst described by it's customers. A sampling

SO-CALLED CUSTOMER SERVICE

The query I published on their f/book query site:

I was told by the iburst 'advanced support team' that they can't fix the
echoing problem on my Dad's VoIP phone.We have to check with the
router's manufacturer (which Iburst have supplied us) so this has now
become our problem. I reckon this is because their 'advanced support
team' don't have a clue about VoIP or anything else for that matter

This was after 2 weeks of them not getting back to me and listening for
hours to the WAKA WAKA song on their switchboard which I am now able to
sing very well.

In case somebody at Iburst is reading this the fault ref is
001-00-177846...there were MANY fault refs logged before...this is just
the latest one.

My thanks goes out to the following indivduals at the 'advanced support
team'

Peter - Favourite quote " It must be the signal strenght...check the
signal strenght"
" The webphones are buggy" "I'll get back to you"

Phenyo - Favourite quote " I've got one on the system support guys
looking at this...I'll call you back later today (its now
thursday...that was Tuesday)"
"We dont support the software on your router (that Iburst supplied)
please check with the manufacturer regarding the echo problem"

This btw was after 2 weeks of asking about the echo problem

This is worst service I have received from any company. Its ok though
because I work for one of the major players in the Telecomms market.
They happen to agree with my sentiment
Oh I dont care if you delete this post. I've been doing some research in
your so-called customer service and see your company has become rather
popular in this regard.

(email on file)

REALLY PATHETIC SERVICES

I got an HSDPA 24month contract with iBurst, everything was working fine untill someone broke into our home and stole my modem & sim card, so i went to Vodacom and bought a new 3G card and requested iBurst to do a sim swop, on the 27-07-2010 i received the new sim card. Then i requested for over a week that iBurst activate the sim card which they say they did but on the Saturday i went to a Vodacom shop as instructed by iBurst helpdesk, firstly Vodacom cannot do a sim swop for an iBurst customer and secondly Iburst never ever changed the account to the new sim card number... I've been struggling now for 2 weeks to get iBurst to do the "sim swop" on the system and actually activating it! I got numurious ref numbers, tickets logged by "managers" at high priority but still no service.. BUT still i must pay for a full months service... and not to speak about my phone bill for keepping on the line for over 15min each time..

(email on file)

Billing department = stealing department

Hi,

I had (have) a 2 year contract that was supposed to expire on 28 JUL.

Firstly,
During the course of the two years it happened twice that my bank account was debited double. They would take the R485 on the 3rd of the month and then again on the 10th or so.
Then to get your money back you must send them a bank statement?! Were an easy target to fix their cash flow...

Secondly, and worse
I tried to give advance notice so that my 24 month contract does not become a 25 month contract.. It is impossible. You cannot give such notice and I was told to phone on the exact date that mycontract expires. Then they STILL bill you for month 25 .. your notice month. !? So it's a 25 month contract then, scammers!
Fine now month 25 is almost finished and guess what, I receive another invoice for September, month 26 then!? Another phone call and another reference number.. they will not stop taking money from my bank account!! I have now instructed the bank with a STOP order.

Absolutely amazing that a large company like this gets away with these things!

Regards
--
Martin (email on file)

I think they are just thieves out to make a fast buck

1. Account no. WO151771

2. Name : Karin (name and phone number in email on file)

3. Paid 2 years upfront

4. Mostly I can use my e-mail

5. Cannot surf the net as the pages I would like to open

Either freeze on my screen so they cannot be used

Alternatively upon re booting the same thing happens over and over,

Since almost day one.

They take my money for something I cannot use!!!

I think they are just thieves out to make a fast buck!!!

It would be nice to get my money back to be able to use

Another service.

Iburst - never never ever

Moved from Telkom and thought we get better internet service as the cables were always a problem

Got 8Gig internet package and voip phone to my dismay after 3 months hair pulling out and with technical support to unblock websites(never knew they can do it)
Internet resets too often, unable to browse websites besides iburst
My voip phone sounds like a cellphone with little signal breaking up - even with 100% signal

What the hell do we pay for - bad service connection?

If only I'd known, I want to cancel, right now

Pierre. (email on file)

I have been waiting for a response…

… from iburst since the 26th.jan 2010 my complaint was overcharging even though there was a R10.00 cap on 500mb.

This month they have taken on my stop order R629.89 [my package is R229.00/month] no explanation just take? I attach my emails to them. I will be so pleased when this contract ends in June of this year. Email response is zero. Telephone response is zero.

They cannot give a real time usage even though this was promised last year when they “Updated their system” Let the buyer beware. Be warned their hands are in your pocket! Unvalued customer. Regards.

Arthur. (emails on file)

Have you ever tried to get through to I burst by telephone?????

Make sure you have food and water near by. Because trust me you will be on hold forever.

Never, have I had such bad phone service from anyone. In fact while I am typing this I am on hold, having tried to get through to them a number of times. The phone is just never answered.

Are they still in business? Are they still alive? Post apocalypse, companies will answer there phones faster than this.

Ok, no more joking. 10 min and still no answer.

Frank Hackney

iBurst Sucks

• Global • Basic Info • Type:
Internet & Technology - Computers & Hardware
Description:
* iBurst signal is unstable

* Helpdesk Support is useless

* When calling any department there, you spend at least 10 mins on the phone wondering what the hell is going on while you are hold and the menus are repeated to you. Leaving you wondering if you will ever get through to someone.

* You call or email the helpdesk (or virtually anyone) and you will be very lucky to get a reply.

* Their SMTP servers (outgoing mail servers) deliver mail hours, if not days later, if you are lucky enough that they deliver your mail at all.

*They have shady business policies. e.g. They will not inform you when your 24 month contract has come to an end. They will continue to bill you as per the 24 Month contract pricing.

*They claim to deliver speeds which I have never, ever seen(and I support,sell and install iBurst, I have no choice in the matter). I think you have to be on top of the base station to achieve these "high speeds".

*Incorrect billing problems

*etc, etc, etc.... I could go on all day.

sourcelink

Lies…

To whom it may concern After hearing numerations iBurst adds claiming 1Mb line and up to 17x faster than dial up, and being able to carry over excess on my bundle, I decided to join immediately. After a couple of months I have come to the realization that this was nothing but a bunch of lies and was indeed false advertising.

My iBurst connection has always been terrible and nowhere near 1mb, but it has been progressively worsening as time goes by.

Downloading a file at an average of a mere 32kb/s. Not only are download speeds extremely slow but my connection is constantly being dropped, where I have to re-enable my modem time and time again regardless of the fact that my signal sits at 90% + (excellent). This then makes iBurst a much worse option than dialup as the iBurst connection keeps dropping time and time again. I have tried every possible route. sourcelink

Worse than Telkom!

I don't know if that is a retorical question, regarding getting your money back for accumulated bandwidth, buti n my dealings with iBurst, they are not interested in trying to keep their clients, or give any kind of reimbursments. They prey on the next sucker that rolpes themselves into a contract.Really, they do not care if u had great signal for a year and you now u cannot even work from day to day. U will spend hours trying to justify to them why you should have a signal test. Chances are they won't have a plausable reason for your problem. They know clients with 24 month contracts can't cancel. If you want to cancel on a 24 month contract you have to pay up the remainder of the contract, which is pretty pointless since u r still paying the full amount and no longer have internet access. God I hate that company, I love telkom in comparasin to iBurst and I'm not very fond of telkom as well. Anyway just thought I could come and vent my frustrations with iBurst here.
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From HelloPeter.com

1) http://www.hellopeter.com/search_results.asp

THIS IS INCREDIBLE - however unfortunately the norm from Iburst!

USERNAME robins
TIME
DATE SUBMITTED 10:59:26
Tue 3 Jul 07
TOTAL POSTS 2
find all posts by robins

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THE INCIDENT I was on a month to month contract, I faxed through the cancellation form at the of March, expecting my last debit at the end of April (30 day notice period). End of May I get debited again. When I called them, the seventh person I spoke to said they couldn't cancel the account because of an outstanding amount - R469 from my first month which they never debited. The outstanding amount never appeared on any of my statements. Wierd, but ok. I asked why nobody contacted me about this when I sent through the cancellation form. They couldn't give me an answer. If I hadn't phoned at my own expense, they would still be debiting, my subscription would still be active and there would still be an 'outstanding amount'.

Eventually, the account was cancelled, middle of May. I had no use of the service, the accumulated bandwidth as well as the remaining bandwidth for May is gone (AFTER they debited me for May). This month I got an sms from my bank - they tried to debit me R 1038 for June???? (I'm assuming it's my CANCELLED subscription as well as the outstanding amount which never appeared on any of my statements).

Totally unacceptable. I will NEVER deal with iBurst again! EVER!

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SUPPLIER'S RESPONSE
Time: 12:52:04
Mon 9 Jul 07

Hello robins

Sincere apologies for not getting back to you sooner to get your query sorted. Please allow me to sort out and get back to you ASAP.

many thanks

Shireen Powell

CUSTOMER'S FEEDBACK
Time: 10:19:34
Fri 6 Jul 07 Not impressed: 36 hours later ... no reponse whatsoever. I've taken my cancellation form to my bank and told them to refuse WBS Holdings debits ... just in case they keep trying to debit me.

2)Newest news from Iburst. An we always welcome their input and comments:

Hi Mark

Your feedback is invaluable to us. Thank you. We are really sad that we lost you as a client and that didn't address all your concerns while you were still with us.

We are seriously embarking on a Customer Service strategy that will change all these negative perceptions. Please know that the Head of Customer support is now addressing your comments with each individual you named.

Calia Douca
Iburst Marketing Manager

3)Dear Mark

Thank you for your email. Please let me know if I may be of assistance to you or any of the group members with regard to iBurst services.

I will escalate it accordingly and make sure you get feedback.

Let me know.

Thanks

Kind regards
Pearlene Singh
Head: Legal

iBurst

Instant, Fast, Wireless Internet

4) Dear Mark

I refer to the iBurst logo placed on the facebook website placed by your group.

This email serves to notify you that the reflection of the iBurst logo on the website in the format of iBurst with a line across it or “no entry” so to say is illegal and an infringement of our intellectual property rights.

I am fully aware of the facebook website and the idea behind it which includes people’s view and opinions, however disparaging a company’s intellectual property on a website is a clearly unlawful.
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