IT web article - ASA

flyboy · Jul 6, 2004

http://www.itweb.co.za/sections/telecoms/2004/0407060958t.asp?O=FPT

This is the complaint I lodged yesterday in writing to ASA:

Advertising Standards Authority

Sentech Limited: Complaint of False Advertising, Misleading the public

To whom it may concern,

I wish to lodge an official complaint against Sentech Limited, Registration number 1990/001791/06 located at Augusta House, Fourways Gold Park, Roos Street, Fourways. Telephone number 011691-7000

Sentech Limited (hereinafter referred to as Sentech) is currently in the process of misleading the general public by ways of their false advertising by means of Television adverts, Billboard, Newspaper advertising.

Sentech advertises a product called MyWireless, hardware supplied by IPWirlesss in USA. The said product is advertised using terms such as “BROADBAND ACCESS” “128k, 256k, 512k internet access”, “wireless access”.

Sentech is currently throttling the majority of the users of the MyWireless product and the speeds received are a far cry from BROADBAND. Eg, on their 128k product, download speed are equivalent to a 28.8k modem – at the best of times. The 256k product gets speeds equivalent to a 33.6k modem and 512k users get speed equivalent to a 56k modem. Users pay on average between R650 to R1500 for this service.

Sentechs abuse of their government ties and abundant supply of money allows them to falsely advertise their product as a broadband product, which it is clearly not. I strongly object to ALL advertising of Sentech’s mywireless product, and I wish to lodge an official complaint against Sentech Limited and demand that all advertising be stopped until their adverts (of any form) contain the words “SUBJECT TO CONTENTION RATIOS AND THROTTLING”.

There are many many users with the same problem and we feel that Sentech should stop the false advertising which ends up with clients being tied up into 24 month contracts.
My email address is xxxxx@sentechsa.com or cell no xxxxxxxxxx

I would take great pride in your organisation if you address this issue with Sentech as a matter of urgency and put a stop to all their false advertising.

Yours faithfully.

xxxxxxxxx

hArTh · Jul 6, 2004

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by flyboy
 http://www.itweb.co.za/sections/telecoms/2004/0407060958t.asp?O=FPT

This is the complaint I lodged yesterday in writing to ASA:

Advertising Standards Authority

Sentech Limited: Complaint of False Advertising, Misleading the public

To whom it may concern,

I wish to lodge an official complaint against Sentech Limited, Registration number 1990/001791/06 located at Augusta House, Fourways Gold Park, Roos Street, Fourways. Telephone number 011691-7000

Sentech Limited (hereinafter referred to as Sentech) is currently in the process of misleading the general public by ways of their false advertising by means of Television adverts, Billboard, Newspaper advertising.

Sentech advertises a product called MyWireless, hardware supplied by IPWirlesss in USA. The said product is advertised using terms such as “BROADBAND ACCESS” “128k, 256k, 512k internet access”, “wireless access”.

Sentech is currently throttling the majority of the users of the MyWireless product and the speeds received are a far cry from BROADBAND. Eg, on their 128k product, download speed are equivalent to a 28.8k modem – at the best of times. The 256k product gets speeds equivalent to a 33.6k modem and 512k users get speed equivalent to a 56k modem. Users pay on average between R650 to R1500 for this service.

Sentechs abuse of their government ties and abundant supply of money allows them to falsely advertise their product as a broadband product, which it is clearly not. I strongly object to ALL advertising of Sentech’s mywireless product, and I wish to lodge an official complaint against Sentech Limited and demand that all advertising be stopped until their adverts (of any form) contain the words “SUBJECT TO CONTENTION RATIOS AND THROTTLING”.

There are many many users with the same problem and we feel that Sentech should stop the false advertising which ends up with clients being tied up into 24 month contracts.
My email address is xxxxx@sentechsa.com or cell no xxxxxxxxxx

I would take great pride in your organisation if you address this issue with Sentech as a matter of urgency and put a stop to all their false advertising.

Yours faithfully.

xxxxxxxxx
<hr height="1" noshade id="quote"></blockquote id="quote">

Nice.

You need to provide some kind of graphical illustration of the problem. Not many people know what a contention ratio is.

A simple graph would make the problem much more understandable e.g.
http://myweb.absa.co.za/james.mclaren/FraudulentAdvertising.png

I would strongly suggest you submit something like this as an addendum to your original complaint. You can modify the values to suit your own particular experiances.

-Professional information anarchist-
www.sentechhatesfreespeech.org.za
I support:
www.hellkom.co.za

flyboy · Jul 6, 2004

I am phoning ASA again and will then see if there are any technical terms they need explanation on and I'll also find out what sugar Sentech has been feeding them to shut them up. Im also gonna phone Dr Potgieter and tell her who else Im compiling reports for - that's make her crap her pants.
ITWeb already knows things she does not yet know ...

buffalobill · Jul 6, 2004

Nah, it's more simple than contention ratios. I expected something and I got 1/20th of that:

Spurred on by FlyBoy I wrote my own complaint. And it's really about expectations. Ignore the tech-speak. Okay, mine is not the greatest, but it's been a long day. What would really help is if anyone can find a hard copy of any print adverts and fax it through with their own complaint (remember to include any details on where and when the advert was placed). If you're going to make a complaint, steer away from emotion or technology - it's about what you feel you were promised versus what you get. Here's my own letter:

Having heard that a complaint has already been laid against Sentech about its MyWireless Internet connectivity service, I feel compelled to add my voice. Before signing into a 24-month MyWireless contract with Sentech, I researched extensively. My criteria were cost and the service on offer, which is as described on the Web site www.sentech.co.za:

“High Speed. Portable. Always On
“Up to 512 kbps of broadband at your fingertips.”

Based on my research into what was on offer (which is a choice between Sentech or Telkom), I signed up for Sentech’s 128kb MyWireless service.

By any definition, at least 128kbps (kilobits per second) is regarded internationally as the lowest standard to be called broadband (or high speed). By way of explanation, the fastest speed you can currently get on a dial-up modem to the Internet in South Africa is 56.6kbps.

While quite quick initially, the service has degraded in the last few months to even slower than the slowest modem you can buy on the market today. In fact, Sentech is now saying it will not guarantee more than 4.26 kbps on its 128 kbps package (see this message on http://www.myadsl.co.za/forum/topic.asp?TOPIC_ID=3662) and the maximum you can expect is 100kbps.

This is a mere fraction of the performance I thought I was buying. Even the purchasers of the premium MyWireless contract (512 kbps) package, by Sentech’s own admissions will not get what they expect.

I believe this makes a complete mockery of Sentech’s advertised packages and constitutes serious misreperesentation. This is not what I bought and certainly not what I expected.

My request is that you order Sentech to remove any advertising mentioning “High Speed” (since it is not); and that Sentech be ordered to publish a disclaimer on its Web site and in any advertising/marketing material to the effect that: “While Sentech endeavours to provide the highest possible connectivity speeds in terms of the package you sign up for, it will not guarantee more than 4.26kbps for 128kbps clients ....” and so on for the more expensive packages.

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I have an inferiority complex. But it's only a little one.

hArTh · Jul 6, 2004

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by flyboy
 I am phoning ASA again and will then see if there are any technical terms they need explanation on and I'll also find out what sugar Sentech has been feeding them to shut them up. Im also gonna phone Dr Potgieter and tell her who else Im compiling reports for - that's make her crap her pants.
ITWeb already knows things she does not yet know ...
<hr height="1" noshade id="quote"></blockquote id="quote">

Keep your enemy in the dark until you strike.

-Professional information anarchist-
www.sentechhatesfreespeech.org.za
I support:
www.hellkom.co.za

hArTh · Jul 6, 2004

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by buffalobill
 Nah, it's more simple than contention ratios. I expected something and I got 1/20th of that:

Spurred on by FlyBoy I wrote my own complaint. And it's really about expectations. Ignore the tech-speak. Okay, mine is not the greatest, but it's been a long day. What would really help is if anyone can find a hard copy of any print adverts and fax it through with their own complaint (remember to include any details on where and when the advert was placed). If you're going to make a complaint, steer away from emotion or technology - it's about what you feel you were promised versus what you get. Here's my own letter:

Having heard that a complaint has already been laid against Sentech about its MyWireless Internet connectivity service, I feel compelled to add my voice. Before signing into a 24-month MyWireless contract with Sentech, I researched extensively. My criteria were cost and the service on offer, which is as described on the Web site www.sentech.co.za:

“High Speed. Portable. Always On
“Up to 512 kbps of broadband at your fingertips.”

Based on my research into what was on offer (which is a choice between Sentech or Telkom), I signed up for Sentech’s 128kb MyWireless service.

By any definition, at least 128kbps (kilobits per second) is regarded internationally as the lowest standard to be called broadband (or high speed). By way of explanation, the fastest speed you can currently get on a dial-up modem to the Internet in South Africa is 56.6kbps.

While quite quick initially, the service has degraded in the last few months to even slower than the slowest modem you can buy on the market today. In fact, Sentech is now saying it will not guarantee more than 4.26 kbps on its 128 kbps package (see this message on http://www.myadsl.co.za/forum/topic.asp?TOPIC_ID=3662) and the maximum you can expect is 100kbps.

This is a mere fraction of the performance I thought I was buying. Even the purchasers of the premium MyWireless contract (512 kbps) package, by Sentech’s own admissions will not get what they expect.

I believe this makes a complete mockery of Sentech’s advertised packages and constitutes serious misreperesentation. This is not what I bought and certainly not what I expected.

My request is that you order Sentech to remove any advertising mentioning “High Speed” (since it is not); and that Sentech be ordered to publish a disclaimer on its Web site and in any advertising/marketing material to the effect that: “While Sentech endeavours to provide the highest possible connectivity speeds in terms of the package you sign up for, it will not guarantee more than 4.26kbps for 128kbps clients ....” and so on for the more expensive packages.

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I have an inferiority complex. But it's only a little one.
<hr height="1" noshade id="quote"></blockquote id="quote">

Things to add:
-You're now locked into a 24 month contract.
-You could have had the same or better speeds than what you get now with a 56k modem which would have cost you R50 pm from ISP X.
-State that based on passed ISP advertising in ZA, a package that was advertised as X kbps could be reasonably expected to perform at 80% of X on average.
-Emphasize the inconsistency of the service. "Slow speed token"
-Mention what the packages are costing.
-Mention press coverage and link to IT web articles. You can get the links in my site (See sig)

-Professional information anarchist-
www.sentechhatesfreespeech.org.za
I support:
www.hellkom.co.za

TrXtR · Jul 6, 2004

Erm, not to step on anyones toes ...

- By any definition, at least 128kbps (kilobits per second) is regarded internationally as the lowest standard
- to be called broadband (or high speed).

Can you maybe just point a reference to a definition that points that? Cause I definitly looked around, but all I could find under broadband, was the architecture, and not speed. Even though with the definitions Ive found, it seems still that they dont deliver broadband. It's just in a different context.

So it will be nice to see a definition of 128k somewhere, or something similar.

buffalobill · Jul 6, 2004

"Things to add:"
"-You're now locked into a 24 month contract."

Done that.

"You could have had the same or better speeds than what you get now with a 56k modem which would have cost you R50 pm from ISP X."

Cost is irrelevant and not the issue. Besides, if you want 24-hour access by dial-up it will cost you a LOT more from Telkom.

"State that based on passed ISP advertising in ZA, a package that was advertised as X kbps could be reasonably expected to perform at 80% of X on average."

Good point. I'll bring it up if they contact me back.

"Emphasize the inconsistency of the service. "Slow speed token""

It's consistently slow and even at its best not even close to the advertised spec.

"Mention what the packages are costing."

The cost is not the issue.

"Mention press coverage and link to IT web articles. You can get the links in my site (See sig)"

Again, not related to the advertising itself. The premise and the promise vs the reality.

We need to look at the advertising itself, what it says and implies versus what you get. The rest is unnecessary noise.

Now, can someone PLEASE find a MyWireless print ad and use it to back up a complaint to the ASA. It would also be handy if you could find out the name of the advertising agency and post it here. It will normally be at the bottom, just outside the border in very small print.

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I have an inferiority complex. But it's only a little one.

TheRoDent · Jul 6, 2004

Just take your mywireless modem's box cover for them.

<center><h6> MyWireless <s>Hacks</s> Tweaks & Tech Info || Have you checked the fawking FAQ? Tired of bad Service? Want to compare speeds? We at least listen...</h6></center>

Scarface · Jul 6, 2004

Take the MyWireless Modem **** with ??? The dog peed on mine the first night I had it...makes you think doesn't it

On a serious note...the fact that Sentech ties you in for 24 months and then not deliver what was promised may interest the Public Protector quite a bit...it's a bit of a different angle. Anyone willing to write him a letter...I think I might just do that in the morning.

-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<

Remove the rock from your shoe rather than learn to limp comfortably.
Stephen C. Paul / Gary Max Collins

buffalobill · Jul 6, 2004

Originally posted by TheRoDent
 Just take your mywireless modem's box cover for them.
________________________________________________

Mine's currently residing elsewhere, address unknown. In other words, it's on a dump. What does it say?

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I have an inferiority complex. But it's only a little one.

Luke7777 · Jul 6, 2004

Main things (untruths) on the box :
1. Enter the Sentech Broadband Zone
2. High Speed

gripen · Jul 6, 2004

I found one..

Men's Health, March 2004, page 112

In bold:
<blockquote id="quote">quote:<hr height="1" noshade id="quote">
Broadband Wireless.
..
High speed. ...
..
Enter the Sentech Broadband Zone.

<hr height="1" noshade id="quote"></blockquote id="quote">
and.. (I kid you not)
"MyWireless will astonish you"
also
"You'll be most impressed with the fact that with MyWireless there is no capping of your gigs, no throttling of your bandwidth .."

The necessary ad company info:
Scharrer/11037Men'sHealth

I hope this helps!

buffalobill · Jul 6, 2004

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by Luke7777
 Main things (untruths) on the box :
1. Enter the Sentech Broadband Zone
2. High Speed
<hr height="1" noshade id="quote"></blockquote id="quote">

Let's wait and see what happens. I'd like to hear Sentech explain what it means by "broadband" and "high speed".

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I have an inferiority complex. But it's only a little one.

nonroker · Jul 7, 2004

http://dictionary.reference.com/search?q=broadband

<blockquote id="quote">quote:<hr height="1" noshade id="quote">
The term has come to be used for any kind of Internet
connection with a download speed of more than 56 kbaud,
usually some kind of Digital Subscriber Line, e.g. ADSL.
<hr height="1" noshade id="quote"></blockquote id="quote">

flyboy · Jul 7, 2004

Hi All,

I have spoken to ASA about the complaint I sent. They sent Sentech a letter yesterday giving them 2 business days to reply. They requested copies of their radio and TV ads to be reviewed and looking at complaints changes have to be made. This is the first department working on TV and radio ads. Them print ads the same will happen, but I got to send them copies of the print ads. I dont have any. If anybody has copies of the print ads please send it to my fax no
0866 140 719
The lady at ASA dealing with the case says Sentech is also ordered to prove that the service they are offering as advertised is in fact broadband 128 / 256 / 512k. I told her not to rely on Sentech's tests and she needs to see the user tests. I emailed her the link to this forum so they can see the complaints and speed issues.

If anybody has print ads please send it to me so I can send them all to ASA.

gripen · Jul 7, 2004

I have print ads but dont have a fax. I could scan them only on friday though. I know that will be too late but I will see what I can do.

kickass72za · Jul 7, 2004

Greedy....what is your source of the print ads.....then others of us might be able to find them

Billy · Jul 7, 2004

Flyboy, I have faxed you two adverts, one from the golfing supplement of Finance Week and the other a copy of the literature that Sentech was handing out at the "Computer Fair" in May.
You could point out that the modem in the picture is not connected to the computer and that a buyer could be lead to the conclusion that this connection is also wireless.
Also their "always on" connection was off for at least 2 hours this morning from Mintek. During the time I have had My Wireless there have been several periods of down time, compared with 100% up time on Telephone, Electricity and Water.

hArTh · Jul 7, 2004

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by flyboy
 Hi All,

I have spoken to ASA about the complaint I sent. They sent Sentech a letter yesterday giving them 2 business days to reply. They requested copies of their radio and TV ads to be reviewed and looking at complaints changes have to be made. This is the first department working on TV and radio ads. Them print ads the same will happen, but I got to send them copies of the print ads. I dont have any. If anybody has copies of the print ads please send it to my fax no
0866 140 719
The lady at ASA dealing with the case says Sentech is also ordered to prove that the service they are offering as advertised is in fact broadband 128 / 256 / 512k. I told her not to rely on Sentech's tests and she needs to see the user tests. I emailed her the link to this forum so they can see the complaints and speed issues.

If anybody has print ads please send it to me so I can send them all to ASA.
<hr height="1" noshade id="quote"></blockquote id="quote">

Goody gumdrops! *claps hands with glee*

[8D] <- Never underestimate the power of many induviduals working towards a common goal!

-Professional information anarchist-
www.sentechhatesfreespeech.org.za
I support:
www.hellkom.co.za

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