For those who might be amused....
From: Michael
Sent: Friday, August 18, 2006 1:44 AM
To: 'Eugenia Williams'
Subject: RE:
[email protected] - What's happened to my access speed?
Importance: High
Hi Eugenia
Tradepage doesn’t want to listen to me anymore, according to them my equipment and signal is perfect – they very quietly and politely suggest I should speak to iBurst to make more bandwidth available during the day or add more towers as this is the only solution to my appalling daytime speed. Oh yes, just a caution – should anyone suggest I should get an external antenna again, I will stick the damn thing where they want it least!
As I translate this polite suggestion - “live with it” – iBurst makes claims they don’t intend to keep, (at least in the daytime only) in my opinion another small Helkom in the making.
I find it unacceptable that iBurst blatantly lures consumers to make use of their services with half truths, like the text reflected on their homepage. “As a result the iBurst network is able to provide data rates of up to 1 Mbps to each user” (note the bold text) When in fact these speeds are only available at three in the morning, that’s brilliant - but I’m sleeping at that time! (see attachments - I have many more of these should you feel these two attachments are not an accurate reflection).
What iBurst doesn’t tell you on their webpage is, that the best access speed you can hope for, is comparative to double that of a dial-up modem and should you as a customer like me dare complain - the technical staff are quite surprised and offended that you are not happy with an access speeds of 85 % less than what it is advertised to be. Believe me, I didn’t sign-up because you advertised access speeds of 126kbps, who will?
The technical staff, are also quite adamant that nobody else complains as, most customers are just thrilled in having this “high-speed broadband” that delivers worse speed and worse client service than Telkom, however that’s only in the day, let’s not forget. Come on, you surely must surf the Net or listen to your customers or are you living in your own dream world? Go to any blog where iBurst SA is mentioned and see for yourself, excluding the sites that are commercially marketing iBurst, of course.
Right, I said what I needed to say, so as to resolve this matter… From next month I will pay Tradepage their full fee whatever their portion is of the fee, since they have done their best e.g. call backed promptly when they said they would etc. (take note – customers like this for some reason) I will therefore pay iBurst 15% of the fee I should be paying, however should you disconnect my service, I will have no option but to draft a detailed letter to Damaria Senne of ITWeb, to prevent other consumers from being hoodwinked.
Feel free to suggest any other resolution or better yet, give me my speed! (In the day, when I need it) South African broadband consumers have had enough of being ripped off.
Patiently awaiting your positive reply.
Michael
iBurst user Cape Town