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7 posts

Wannabe Geek


Topic # 109909 28-Sep-2012 18:14 Send private message

World Exchange appear to have not told existing customers about their 4(-5?) month old Fusion plan - $70/month including first 5GB of data for free ($6.50/month less than $71.50 + data that I have been paying)!

I understand World Exchange has maybe 50000 (Fusion?) customers, I am curious if anyone has been told about (phone call, email, …) this identical named and featured cheaper plan or are we all being ripped off. I never look on their website (I use MS Outlook) but when I looked at their Fusion plan advert the other day the plan looked just like mine until I had a closer look.

I have enjoyed being with World Exchange for several years but I am unimpressed that they have treated me like this…anyone else feel the same? (The $25-$30 doesn't so much concern me but the moral principal does.)

(I couldn’t find any posts on this which suggests either everyone or no one knows or no one cares….apologies if this has already been posted)

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1295 posts

Uber Geek
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  Reply # 693076 28-Sep-2012 18:21 Send private message

I wasn't told but was following the thread where the new plans were announced. I just called up and they flicked me over straight away.

Their may have been a notice on one of their invoices though? I seem to recall something like that.


124 posts

Master Geek
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  Reply # 693083 28-Sep-2012 18:28 Send private message

jbard: I wasn't told but was following the thread where the new plans were announced. I just called up and they flicked me over straight away.

Their may have been a notice on one of their invoices though? I seem to recall something like that.




same situation for me. was lucky enough to notice it mentioned in the forums. After going back to an old invoice did see an ad for it.
I got the impression I would be changed automatically and it took another month for me to realise I had to ring and ask for the change




7 posts

Wannabe Geek


  Reply # 693087 28-Sep-2012 18:36 Send private message

Thanks for the replies.

I have only just started using Geekzone…seems to me that there will be 459000 non Geekzone World Exchange customers that will continue paying $6.50 more because they don’t realise and because World Exchange are not telling them.

I also would have thought they would change existing customers over automatically or at least advise them by a suitable titled dedicated email.

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  Reply # 693137 28-Sep-2012 20:14 Send private message

From memory they advertised new plans on one or more of the monthly invoices.

I think last time someone asked about auto migration to new plans, there was issues with term contracts for some customers, which meant this wouldn't happen.

Be aware the plans are not identical feature-wise to the old - e.g. there is no throttle on overage with the new plans.



7 posts

Wannabe Geek


  Reply # 693179 28-Sep-2012 21:46 Send private message

Thanks for the warning regarding the features...World Exchange told me they were identical plans.

I never noticed any ads on the invoices before this, I also pay by direct debit and when I do look at the invoices I just look at the call and account info/costs.......You are correct though there is a subtle ad on one invoice, the 31/5/12 one, but even if I noticed the ad, I'd have to have given it a second look to cotton on to the plan being new and different to what I had (I thought mine was $70...it was when I signed up).

Regarding the contracts I wonder how many people this applies to...I wasn't on a term contract and there is no term on the new Fusion. Still think they could have changed or contacted those that could change immediately.

PS.
I see I had a typo with the number of customers in my last post...I meant 49000 customers who might still be paying $71.50 plus data (I wonder how many World Exchange Fusion Customers would be on Geekzone?)

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  Reply # 693184 28-Sep-2012 21:51 Send private message

Same with any ISP, you have to keep up with the goss.



7 posts

Wannabe Geek


  Reply # 693187 28-Sep-2012 22:07 Send private message

But you don't have to apply to your bank when they raise the interest rate on your account...they righfully put it up along with all their other customers.

I respect your opinion but there is too much to do in life to be checking if an ISP is going to do this sort of thing...I am sure they'd (have to) tell me if they were raising there charges.

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  Reply # 693259 29-Sep-2012 07:41 Send private message

Seekay: [snip] (I thought mine was $70...it was when I signed up).


Like the price for everything else you buy, this changed when the GST percentage changed nationwide.

I think there may have also been some offer of tweaked prices around that time to coincide, where the base rate dropped back to $70 and the data rate increased (or something along those lines) - again, went out with the invoices, and you had the option of which one to go with.

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  Reply # 693262 29-Sep-2012 07:47 Send private message

Seekay: But you don't have to apply to your bank when they raise the interest rate on your account...they righfully put it up along with all their other customers.

I respect your opinion but there is too much to do in life to be checking if an ISP is going to do this sort of thing...I am sure they'd (have to) tell me if they were raising there charges.


ISP's and telco's will virtually never auto migrate customers to new plans, because new plans are typically never exactly the same. As pointed out above there are differences, and if they'd moved customers there would be plenty now on here complain ing about being moved to a plan without giving permission! As a classic example just look at mobile plans where as pricing has reduced many features such as per second rounding has been dumped in favour of per minute rounding

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  Reply # 693267 29-Sep-2012 08:03 Send private message

sbiddle:  As pointed out above there are differences, and if they'd moved customers there would be plenty now on here complain ing about being moved to a plan without giving permission! As a classic example just look at mobile plans where as pricing has reduced many features such as per second rounding has been dumped in favour of per minute rounding


Good point. Unless the new plans are identical in every way except a lower price, then they should not auto migrate people, as someone may have chosen a plan based on a specific feature that is important to them, which they then lose.

124 posts

Master Geek
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  Reply # 693269 29-Sep-2012 08:12 Send private message

RunningMan:
sbiddle:  As pointed out above there are differences, and if they'd moved customers there would be plenty now on here complain ing about being moved to a plan without giving permission! As a classic example just look at mobile plans where as pricing has reduced many features such as per second rounding has been dumped in favour of per minute rounding


Good point. Unless the new plans are identical in every way except a lower price, then they should not auto migrate people, as someone may have chosen a plan based on a specific feature that is important to them, which they then lose.


I would have thought an email to us all would have been pretty easy to inform of the new set up and lay out the options

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  Reply # 693278 29-Sep-2012 08:22 Send private message

Cloudy:

I would have thought an email to us all would have been pretty easy to inform of the new set up and lay out the options


I remember getting some sort of notification at the time, but can't for the life of me remember what form it was in. Given the invoice arrives by email, I assume a notification came that way too, but it is only an assumption (and you what what they say about making assumptions!).

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  Reply # 693288 29-Sep-2012 08:36 Send private message

Seekay: Thanks for the warning regarding the features...World Exchange told me they were identical plans.

I never noticed any ads on the invoices before this, I also pay by direct debit and when I do look at the invoices I just look at the call and account info/costs.......You are correct though there is a subtle ad on one invoice, the 31/5/12 one, but even if I noticed the ad, I'd have to have given it a second look to cotton on to the plan being new and different to what I had (I thought mine was $70...it was when I signed up).

Regarding the contracts I wonder how many people this applies to...I wasn't on a term contract and there is no term on the new Fusion. Still think they could have changed or contacted those that could change immediately.

PS.
I see I had a typo with the number of customers in my last post...I meant 49000 customers who might still be paying $71.50 plus data (I wonder how many World Exchange Fusion Customers would be on Geekzone?)


So basically you expect to be told about the new plans, but freely admit that when world exchange did tell you about the new plan via the one medium that you should ALWAYS read, the bill, then you skim over it and ignore it.

They are in a lose lose situation here. If they migrate customers automatically they would get complaints about people being forced onto a plan they don't want, but if they tell you about the new plans via an ad on the bill, you ignore it.


124 posts

Master Geek
+1 received by user: 4


  Reply # 693310 29-Sep-2012 09:24 Send private message

NonprayingMantis:
Seekay: Thanks for the warning regarding the features...World Exchange told me they were identical plans.

I never noticed any ads on the invoices before this, I also pay by direct debit and when I do look at the invoices I just look at the call and account info/costs.......You are correct though there is a subtle ad on one invoice, the 31/5/12 one, but even if I noticed the ad, I'd have to have given it a second look to cotton on to the plan being new and different to what I had (I thought mine was $70...it was when I signed up).

Regarding the contracts I wonder how many people this applies to...I wasn't on a term contract and there is no term on the new Fusion. Still think they could have changed or contacted those that could change immediately.

PS.
I see I had a typo with the number of customers in my last post...I meant 49000 customers who might still be paying $71.50 plus data (I wonder how many World Exchange Fusion Customers would be on Geekzone?)


So basically you expect to be told about the new plans, but freely admit that when world exchange did tell you about the new plan via the one medium that you should ALWAYS read, the bill, then you skim over it and ignore it.

They are in a lose lose situation here. If they migrate customers automatically they would get complaints about people being forced onto a plan they don't want, but if they tell you about the new plans via an ad on the bill, you ignore it.



He He. Of course! They are an omnipotent corporation and should know what I'm thinking



7 posts

Wannabe Geek


  Reply # 693337 29-Sep-2012 10:42 Send private message

Thanks for everyone?s comments?great that all Geekzone members knew about the new plan through forum post(s).

World Exchange?s revenue would drop up to $300000/month if all their existing 50000 customers (if all were on Fusion) were to change their plan?I just can?t help thinking World Exchange have no motivation to change these customers over in a hurry.

The new plan will however have achieved its purpose in that it will look/be competitive to prospective new customers who will have looked at their website.

Sorry to raise old news, I didn?t realise it had been posted previously (I?m new to Geekzone) but it just didn?t seem to be handled fairly by World Exchange.

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