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Statement from iBurst
- Thread starter Shaun Green
- Start date
Gekco
Expert Member
Perhaps the timing of Shaun's message had something to do with the following:
http://www.ioltechnology.co.za/article_page.php?iSectionId=2884&iArticleId=4463042
"
iBurst accused of 'unethical behaviour' [Comment on this story]
Carey Finn 19 June 2008 at 10h26
Submit your comment
Frustrated subscribers have accused wireless broadband provider iBurst of deliberately keeping them uninformed about migration to their new range of simplified, and in some instances, cheaper internet packages. Customers alleged that iBurst ‘hid’ the changes from them in order to earn more revenue.
iBurst launched a new product range on 1 April this year and MD Alan Knott-Craig Junior said that this was advertised via a number of press releases, as well as on the iBurst website. In two places on the website, it is stated that existing customers would not be automatically migrated to the new packages and would need to request a changeover. This statement is found under the Buy iBurst>>Wireless Packages tab, but customers have complained that it is not prominently placed. “You actually have to click on the link ‘Can I change to one of the new packages if I’m already an iBurst customer?’ for the website to display the message that you have to email them”, said Deon Pretorius, a disgruntled subscriber who published his email exchange with iBurst on the mybroadband forum.
Pretorius requested a migration from his Pro Addict package to a Pro Classic 3 Gig package after the new packages had been announced, but before they had come into effect. The old Pro Classic 3 Gig package provided 3GB of bandwidth (with a potential bonus of 500MB) at R599 per month, while the new Pro 3 Gig package provides 3GB at R449 per month (both on month-to-month contracts). “We assumed that we would be migrated to the Pro 3 Gig package once the new packages and tariffs came into effect,” said Pretorius. “This was a reasonable assumption to make, seeing as how we would still get 3GB of bandwidth, but at a reduced price, and the fact that the package names are so close to one another makes it reasonable to equate the packages.”
However, Pretorius noticed from invoices a month later that he was being billed for the old Pro Classic 3 Gig package, which no longer exists. He emailed the accounts department at iBurst to resolve the issue, but waited nearly two weeks for a reply, during which time he sent additional emails to the company. It then took a week for the next reply. iBurst initially offered to waive the migration fee of R99 and are now, Pretorius confirms, planning to pass credit on his account, but the details of this are not yet clear.
Pretorius’s posts on the mybroadband forum drew responses from customers in similar situations. “The general consensus is that this is unethical”, said Pretorius. “I wanted to make other subscribers aware of the migration issue, as it is affecting other people out there too.”
Knott Craig-Junior responded to the allegations by emphasising that iBurst had decided to let customers choose whether to remain on their existing package or migrate, should they find a package that better suited their needs. “We introduced new pricing in 2007 and in that situation we did automatically migrate our customers to new packages,” he said. “We received an equal amount of feedback from unhappy customers that felt we should not migrate them without permission.”
Knott-Craig Junior also said that iBurst did not launch a new pricing structure on 1 April this year. “Our existing packages did not change, we simply launched new packages.” He added that iBurst has received feedback that some customers felt it was not communicated effectively and said that they have tried to address each of these cases. “We always try to treat the customer as fairly as possible,” he concluded.
"
Thank the stars I posted on mybroadband.co.za and someone in the press saw fit to publish and inform the rest of the public...
http://mybroadband.co.za/vb/showthread.php?t=121675
My Question to you Shaun is to comment on the following article on IOL..
3 March 2008...
http://www.ioltechnology.co.za/article_page.php?iSectionId=2884&iArticleId=4284730
" iBurst recently announced price cuts on its broadband offerings, to take effect from April.
The wireless Internet provider announced the price cuts as part of a series of changes that the company will make during the year. iBurst is also launching an ADSL service in April, as well as WiMax, GSM-based broadband, 3G and voice services later in the year.
iBurst explained to delegates at the Broadband Summit held in Sandton last week that the changes are necessary to remain competitive in the IT market.
According to a report on ITWeb, iBurst head of product development, Antony McKechnie, said that although the company had nearly doubled its subscriber base from 35 000 to 60 000 customers in 2007, it was not delivering several services that customers wanted, including high bandwidth and increased mobility.
The launch of an ADSL service and voice product will bring iBurst into the arena with Vodacom, who will also be launching these services. Vodacom and iBurst will be competing with Telkom for the voice market, ahead of Neotel, who have yet to roll out commercial voice services.
iBurst's price cuts bring their broadband prices in line with their competitors once again, with consumers seeing savings of up to 39 percent on their products. The broadband packages have been restructured and the product line will be consolidated into seven offerings in April, from the 12 products currently available.
The Kickstart package will be retained, providing 40 MB for R49 per month. The Playa package will cost R149 for 500 MB, a reduction from the previous tariff of R195 for 400 MB. The Giga package will set customers back R199 for 1 GB, a shift from the previous R369 for 1.2 GB. A 3 GB package will cost R449 and a top end 5 GB deal, R599.
The prices of the Booster bandwidth bundles have also been reduced. A 100 MB booster has been reduced from R89 to R79 and a 500 MB bundle has been reduced from R189 to R149. The prices of the 1 GB and 3 GB bundles remain unchanged.
iBurst's current average speed is reportedly 600 Kbps, with a maximum speed of 1024 Kbps available. The company says that it is planning to increase its wireless broadband speeds to 2 Mbps this year.
However, this does not compare favourably with the 3.6 Mbps HSDPA available on the Vodacom and MTN networks. Both cellular providers launched their new HSDPA services in January this year, doubling the maximum speed of wireless broadband in the country.
Both MTN and Vodacom are offering the service free to subscribers with capable devices for the next few months - until the end of April in Vodacom's case. Thereafter Vodacom subscribers will have to pay R49 per month for the service. This will be added to their existing data contracts. MTN have yet to announce their tariffs. "
What... ?
"Price cuts", "consolidation:, "restructured" ???
Yet how does this gel with “Our existing packages did not change, we simply launched new packages.” ?
So yes by now you know who I am..
Am expecting [possibly] my iBurst service to get cut soon because of these posts..
(Although I don't know if my e-mail address has been flagged for special attention at IB HQ because TODAY for the FIRST time I got nearly INSTANTANEOUS response from accounts... within +- 20 mins... unbelievable... if only things could have gone this way prior to Accounts really becoming an issue...)
But hey, why bother lying when the truth makes such a good story?
Still, I think this entire issue would make for a good [equate] 'class action' lawsuit if any lawyer really wanted to take this up pro-bono on behalf of say +- 10,000 or more iBurst customers...
Any takers?
http://www.ioltechnology.co.za/article_page.php?iSectionId=2884&iArticleId=4463042
"
iBurst accused of 'unethical behaviour' [Comment on this story]
Carey Finn 19 June 2008 at 10h26
Submit your comment
Frustrated subscribers have accused wireless broadband provider iBurst of deliberately keeping them uninformed about migration to their new range of simplified, and in some instances, cheaper internet packages. Customers alleged that iBurst ‘hid’ the changes from them in order to earn more revenue.
iBurst launched a new product range on 1 April this year and MD Alan Knott-Craig Junior said that this was advertised via a number of press releases, as well as on the iBurst website. In two places on the website, it is stated that existing customers would not be automatically migrated to the new packages and would need to request a changeover. This statement is found under the Buy iBurst>>Wireless Packages tab, but customers have complained that it is not prominently placed. “You actually have to click on the link ‘Can I change to one of the new packages if I’m already an iBurst customer?’ for the website to display the message that you have to email them”, said Deon Pretorius, a disgruntled subscriber who published his email exchange with iBurst on the mybroadband forum.
Pretorius requested a migration from his Pro Addict package to a Pro Classic 3 Gig package after the new packages had been announced, but before they had come into effect. The old Pro Classic 3 Gig package provided 3GB of bandwidth (with a potential bonus of 500MB) at R599 per month, while the new Pro 3 Gig package provides 3GB at R449 per month (both on month-to-month contracts). “We assumed that we would be migrated to the Pro 3 Gig package once the new packages and tariffs came into effect,” said Pretorius. “This was a reasonable assumption to make, seeing as how we would still get 3GB of bandwidth, but at a reduced price, and the fact that the package names are so close to one another makes it reasonable to equate the packages.”
However, Pretorius noticed from invoices a month later that he was being billed for the old Pro Classic 3 Gig package, which no longer exists. He emailed the accounts department at iBurst to resolve the issue, but waited nearly two weeks for a reply, during which time he sent additional emails to the company. It then took a week for the next reply. iBurst initially offered to waive the migration fee of R99 and are now, Pretorius confirms, planning to pass credit on his account, but the details of this are not yet clear.
Pretorius’s posts on the mybroadband forum drew responses from customers in similar situations. “The general consensus is that this is unethical”, said Pretorius. “I wanted to make other subscribers aware of the migration issue, as it is affecting other people out there too.”
Knott Craig-Junior responded to the allegations by emphasising that iBurst had decided to let customers choose whether to remain on their existing package or migrate, should they find a package that better suited their needs. “We introduced new pricing in 2007 and in that situation we did automatically migrate our customers to new packages,” he said. “We received an equal amount of feedback from unhappy customers that felt we should not migrate them without permission.”
Knott-Craig Junior also said that iBurst did not launch a new pricing structure on 1 April this year. “Our existing packages did not change, we simply launched new packages.” He added that iBurst has received feedback that some customers felt it was not communicated effectively and said that they have tried to address each of these cases. “We always try to treat the customer as fairly as possible,” he concluded.
"
Thank the stars I posted on mybroadband.co.za and someone in the press saw fit to publish and inform the rest of the public...
http://mybroadband.co.za/vb/showthread.php?t=121675
My Question to you Shaun is to comment on the following article on IOL..
3 March 2008...
http://www.ioltechnology.co.za/article_page.php?iSectionId=2884&iArticleId=4284730
" iBurst recently announced price cuts on its broadband offerings, to take effect from April.
The wireless Internet provider announced the price cuts as part of a series of changes that the company will make during the year. iBurst is also launching an ADSL service in April, as well as WiMax, GSM-based broadband, 3G and voice services later in the year.
iBurst explained to delegates at the Broadband Summit held in Sandton last week that the changes are necessary to remain competitive in the IT market.
According to a report on ITWeb, iBurst head of product development, Antony McKechnie, said that although the company had nearly doubled its subscriber base from 35 000 to 60 000 customers in 2007, it was not delivering several services that customers wanted, including high bandwidth and increased mobility.
The launch of an ADSL service and voice product will bring iBurst into the arena with Vodacom, who will also be launching these services. Vodacom and iBurst will be competing with Telkom for the voice market, ahead of Neotel, who have yet to roll out commercial voice services.
iBurst's price cuts bring their broadband prices in line with their competitors once again, with consumers seeing savings of up to 39 percent on their products. The broadband packages have been restructured and the product line will be consolidated into seven offerings in April, from the 12 products currently available.
The Kickstart package will be retained, providing 40 MB for R49 per month. The Playa package will cost R149 for 500 MB, a reduction from the previous tariff of R195 for 400 MB. The Giga package will set customers back R199 for 1 GB, a shift from the previous R369 for 1.2 GB. A 3 GB package will cost R449 and a top end 5 GB deal, R599.
The prices of the Booster bandwidth bundles have also been reduced. A 100 MB booster has been reduced from R89 to R79 and a 500 MB bundle has been reduced from R189 to R149. The prices of the 1 GB and 3 GB bundles remain unchanged.
iBurst's current average speed is reportedly 600 Kbps, with a maximum speed of 1024 Kbps available. The company says that it is planning to increase its wireless broadband speeds to 2 Mbps this year.
However, this does not compare favourably with the 3.6 Mbps HSDPA available on the Vodacom and MTN networks. Both cellular providers launched their new HSDPA services in January this year, doubling the maximum speed of wireless broadband in the country.
Both MTN and Vodacom are offering the service free to subscribers with capable devices for the next few months - until the end of April in Vodacom's case. Thereafter Vodacom subscribers will have to pay R49 per month for the service. This will be added to their existing data contracts. MTN have yet to announce their tariffs. "
What... ?
"Price cuts", "consolidation:, "restructured" ???
Yet how does this gel with “Our existing packages did not change, we simply launched new packages.” ?
So yes by now you know who I am..
Am expecting [possibly] my iBurst service to get cut soon because of these posts..
(Although I don't know if my e-mail address has been flagged for special attention at IB HQ because TODAY for the FIRST time I got nearly INSTANTANEOUS response from accounts... within +- 20 mins... unbelievable... if only things could have gone this way prior to Accounts really becoming an issue...)
But hey, why bother lying when the truth makes such a good story?
Still, I think this entire issue would make for a good [equate] 'class action' lawsuit if any lawyer really wanted to take this up pro-bono on behalf of say +- 10,000 or more iBurst customers...
Any takers?
This has got to be the FUNNIEST post I have ever seen! whahahahahaha!!!
I feel sorry for you dude
why why why did you take iBurst?? 
RVFmal
Expert Member
- Joined
- Oct 27, 2004
- Messages
- 2,172
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This has got to be the FUNNIEST post I have ever seen! whahahahahaha!!!
I feel sorry for you dude
At the time it was the only option we had
(Although glad I could amuse 
)~looks at watch~ Oh look, Shaun "no spine, lily liver" Green still has not responded. Why am I not surprised?
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wcoetzee
Expert Member
cybersmart sounds good now hmm!
Shaun Green
iBurst Representative
Morning all
Awaiting the complete list of migration rules. Will post them as soon as they are received.
Cheers
Awaiting the complete list of migration rules. Will post them as soon as they are received.
Cheers
Shaun Green
iBurst Representative
Morning again
Download the migration form. Please fax the completed signed form and a copy of your ID to 086 503 9111.
http://www.iburst.co.za/documents/support/Subscriber Migration.pdf
Download the migration form. Please fax the completed signed form and a copy of your ID to 086 503 9111.
http://www.iburst.co.za/documents/support/Subscriber Migration.pdf
kaspaas
Expert Member
RVFmal
Expert Member
- Joined
- Oct 27, 2004
- Messages
- 2,172
- Reaction score
- 214
Erm, why would you need to wait on the complete list of migration rules Shaun? I thought that everything was available off of the website already (and one would expect as such after 3 MONTHS!).
That statement just reinforces the view that iBurst are inept.
And you really are reinforcing how spineless you and iBurst are in tackling things head on. The number of negative statements in the latest two posts and you cannot or will not try and defend yourselves.
This really is pathetic.
riverdusty
Senior Member
I'm with tradepage. I had to do no such migration form. They simply needed me to say in an email "I would like to migrate to such and such a package, opt out of PPU" and they did it. If a reseller can be so easy, why are iburst so complex?
RVFmal
Expert Member
- Joined
- Oct 27, 2004
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- 214
The difference I would assume is that TP actually give a cr@p about their clients and are willing to actually do some work to ensure that their clients are looked after.
iBurst (and a few other companies) would do well to take a leaf out of their book.
The sad thing is that TP are obviously having to do all the migration forms which in reality should not even exist. So well done to TP. I can only hope that you are looking at offering other connectivity options as, if this carries on much longer, iBurst will be losing more clients than they are signing up.
RVFmal
Expert Member
- Joined
- Oct 27, 2004
- Messages
- 2,172
- Reaction score
- 214
Humour is always good, but what makes me livid is that this company disrespects it's clients who are paying for a service.
Never in my life have I ever been made to feel like this as a client. The complete lack of accountability by the management, the ineptitude of the staff and the gross 'holier-than-thou' attitude of everyone involved there is disgusting to say the least.
Initially I thought that they would become a force to be reckoned with and I even advised some of my clients, friends and family to take up their services. The worst decision I have ever made and when the topic of conversation comes up with anyone about who to use, I immediately make sure that they understand who not to use. And to date not one person who has asked my opinion has taken iBurst and I aim to ensure that that continues.
Gekco
Expert Member
Well it rolls downhill...
Unfortunately in the same position here.
I am Webmaster of a a community based web site (amongst other things..).. and when ADSL was initially not available in the area... Recommended iBurst to a heckuva lot of people who took me at my word (based on the great service I received in setting up the connection from one of their contractors)...
Now I am sorry I even mentioned them.
Also a great thanks to Shaun for replying in such typical 'HIGHLY DETAILED IBURST' fashion to the questions raised in this and other forums...
One therefore has to take the view that he (Shaun Green) is not denying or refuting any of the claims made in the forums prior to his 'highly informative' reply...
Thus nobody made any claims that were unsubstantiated, incorrect or misquoted, seeing as how Shaun saw no need to respond (although he was asked to in a number of cases...) to any of these claims.. and he therefore accepts all of the claims and statements as valid...
Unfortunately in the same position here.
I am Webmaster of a a community based web site (amongst other things..).. and when ADSL was initially not available in the area... Recommended iBurst to a heckuva lot of people who took me at my word (based on the great service I received in setting up the connection from one of their contractors)...
Now I am sorry I even mentioned them.
Also a great thanks to Shaun for replying in such typical 'HIGHLY DETAILED IBURST' fashion to the questions raised in this and other forums...
One therefore has to take the view that he (Shaun Green) is not denying or refuting any of the claims made in the forums prior to his 'highly informative' reply...
Thus nobody made any claims that were unsubstantiated, incorrect or misquoted, seeing as how Shaun saw no need to respond (although he was asked to in a number of cases...) to any of these claims.. and he therefore accepts all of the claims and statements as valid...
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Yep - we're with tradepage as well.... and did the migration thing over the phone with no problem. The guy (Devan) actually said there would be a one-off fee of R99.
Even so - we are still having issues with our bandwidth monitor... haven't been able to access for a week though I was told by tradepage the problem would be sorted out when I called.... like when?
My hubby managed to access it via his PC at the office but here? Not a chance.....Having had to access the bandwidth monitor via Ian Halliday's password was way weird as well....*coughs.....
nocilah
Banned
your streamlined products just happen to be cheaper then what we were paying and in order to move to a streamlined product we are charged to do this.
and you would like to emphasise that you did not launch a new pricing structure?
I remember once years ago i phoned you and you were trying to tell me telkom was sabotaging iburst.
that was lame and that was when i realised you cannot be taken seriously. not you or your company.
Turiko
Banned
the reason why Shaun, you ass, is because everyone is VERY AFRAID of iBurst doing things automatically, especially when it comes to billing. And to use that as an excuse to not do stuff people are entitled to is the biggest joke of the year
Do you know how hard it is now to resell your product? I haven't resold in MONTHS because people DON'T WANT IT, they'll rather go for 3G or ADSL.....