What has gone wrong at iBurst ?

iBurst used to be brilliant at customer service...not any more it would seem.<br> My entire iCall system was destroyed by lightening last night.<br> Everything from the aerial downwards 'blew up'.<br> Called them at 0900 and after 15 minutes on hold gave up.<br> Tried again later, another 10 minutes wait, but at least somebody told me that somebody would call me later that morning.<br> At around 1615 I again called and spoke to somebody in the Technical section, great people, the only ones at iBurst who care about their customers ?<br> Finally got the call from the sales department.<br> No, we cannot replace the equipment as you ask, as we no longer sell modems.<br> You will have to have one on contract.<br> Also seemed very confused about what iCall was and kept referring to Wi Fi routers.<br> I explained that I just wanted to replicate what I had before the lightning strike and was told to 'buy a second hand modem on the internet and then they would sent a technician out to look at the job.<br> Great emphasis on the fact that there would be a call out charge !<br> There was never in my mind any question of not having to pay for any work as I was the one who was requesting it.<br> Now a sad customer of 10 + years.