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135 posts

Master Geek
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Flip NZ

Topic # 126859 22-Jul-2013 14:29 Send private message

We've upgraded our current plans to reflect what our customers (and the market) are demanding. 

Let me know what you think.

We're also looking into adding some calling into the bundles. What would you like to see?

Thanks,

Scott






flip.co.nz

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Wannabe Geek


  Reply # 864889 24-Jul-2013 10:36 Send private message

Looks good. I would join the 10gb per month option but I am under contract to Telecom until March.

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  Reply # 864894 24-Jul-2013 10:47 Send private message

no more $50 plan?
cheapest is now $55 as far as I can see.




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Master Geek
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Flip NZ

  Reply # 864898 24-Jul-2013 10:51 Send private message

NonprayingMantis: no more $50 plan?
cheapest is now $55 as far as I can see.



No - our customers were demanding more data each month. So at $55 you get 10GB all of which carries over, rather than 5GB for $49.95 which expires.




flip.co.nz

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Wannabe Geek
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  Reply # 884214 25-Aug-2013 14:11 2 people support this post Send private message


Not all Flip customers are impressed.
Some were satisfied with 5-GB of data per month. Not everyone spends their day on a computer and internet.
 
But more annoying than a price rise was that Flip did not bother to email customers (or at least, not this customer) beforehand to notify about an intended price rise.

The first that this customer learned about it was when I noticed the higher charge debited from my bank account.

(For the unacquainted with the ‘pay in advance’ system, each month on ‘billing day’ the following month’s invoice is emailed to the customer at 11-pm, then the company charges the customer’s credit card or debits his bank account at 12 midnight; one hour later).

That company demonstration of disdain for the customer decided me to choose to change to an alternative ISP (and yes, enter a contract) from next month. Yes, I choose to pay more money to buy more data than I need, over a principal. Some of us will, rather than moan and do nothing.

My ‘market feedback’ recommendation to Flip is-

- Email existing customers in advance to advise them of planned price rises, rather than presume they will read about it on your company website (why would existing customers visit your website when you don’t offer webmail?), or presume they won’t mind.

· Allow existing customers to continue with the price and data package they ‘signed up for’. To phase in changes just ‘close off’ that package option for any subsequent customers.

As for that hackneyed cliche justification of what ..."our customers (and the market) are demanding"...
(the very same 'brush off' phrase contained in a reply email I received from Flip customer service after I emailed to enquire about the higher charge) ...which customers?

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Subscriber

  Reply # 884239 25-Aug-2013 16:09 Send private message

T&Cs says

"We may vary our Charges from time to time. If we increase any Charge we will give you at least 10 working days’ notice. You can always check our current Charges by visiting www.flip.co.nz"

source: http://flip.co.nz/terms-and-conditions/

They don't exactly say how they will notify you...


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  Reply # 884240 25-Aug-2013 16:29 Send private message

I thought you guys were doing free broadband with homeline? At $55 dollars per month this is not the case, or was it ever the case?




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135 posts

Master Geek
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Flip NZ

  Reply # 884434 26-Aug-2013 08:47 Send private message

NedLudd:
Not all Flip customers are impressed.
Some were satisfied with 5-GB of data per month. Not everyone spends their day on a computer and internet.
 
But more annoying than a price rise was that Flip did not bother to email customers (or at least, not this customer) beforehand to notify about an intended price rise.

The first that this customer learned about it was when I noticed the higher charge debited from my bank account.

(For the unacquainted with the ‘pay in advance’ system, each month on ‘billing day’ the following month’s invoice is emailed to the customer at 11-pm, then the company charges the customer’s credit card or debits his bank account at 12 midnight; one hour later).

That company demonstration of disdain for the customer decided me to choose to change to an alternative ISP (and yes, enter a contract) from next month. Yes, I choose to pay more money to buy more data than I need, over a principal. Some of us will, rather than moan and do nothing.

My ‘market feedback’ recommendation to Flip is-

- Email existing customers in advance to advise them of planned price rises, rather than presume they will read about it on your company website (why would existing customers visit your website when you don’t offer webmail?), or presume they won’t mind.

· Allow existing customers to continue with the price and data package they ‘signed up for’. To phase in changes just ‘close off’ that package option for any subsequent customers.

As for that hackneyed cliche justification of what ..."our customers (and the market) are demanding"...
(the very same 'brush off' phrase contained in a reply email I received from Flip customer service after I emailed to enquire about the higher charge) ...which customers?


Hi NedLudd,

Sorry you missed our communications regarding this. For reference here is where we placed messages

- Emailed all our entire base. (Not sure what happened with your account sorry)
- Message on our 'what does Flip cost' page on our site
- Message and article in our online Support Centre
- Voice verification message in inbound sales 
- Message on the our welcome and activation email

In terms of our customers wanting plans and more data each month, this was measured by our satisfaction survey and general feedback received via email and phone. In terms of the market, our inbound sales team conversion rate has gone up since the new plans i.e. people calling about Flip are move receptive to our new plans than our previous solution

Hope this clears things up somewhat. If you wish to consider Flip in the future, don't hesitate to contact me direct and I'll sort something out for you. Appreciate if you missed our communications then it would not have been the best experience from us.

Scott 




flip.co.nz



135 posts

Master Geek
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Flip NZ

  Reply # 884435 26-Aug-2013 08:49 Send private message

coffeebaron: I thought you guys were doing free broadband with homeline? At $55 dollars per month this is not the case, or was it ever the case?


Was the case but we found far more people wanted plans from us.

https://flip.co.nz/what-does-flip-cost/






flip.co.nz

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