Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




13445 posts

Uber Geek
+1 received by user: 1616


Topic # 190896 15-Jan-2016 14:07
Send private message

Like many Spark customers who got this free promotion, I signed up for the 12 month, or 1 year promotion. I setup a calender notification a few days prior to the roll over date, to give me plenty of time to cancel prior to it rolling over. That time has now come, however I noticed that it rolled over today, rather than in 5 days time when the promotion period should have ended (eg after 1 full year). I also noticed on their website, that is says that billing is every 30 days, which for 12 terms, equals 360 days. So the promotion appears to have been for only 360 days and not for 12 full months or 1 year (365 days)as was advertised. There was no warning email to say that the promotional period was about to end, and it was about to roll over, either like there should have been. The problem is that part of the condition of signing up is that they want your credit card, so instead of the service ending, it appears that it then charges your credit card. I was wondering if anyone else has been caught out by this? I suspect many people thought it was full a proper year, and not 5 days short of a full year.


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10
11506 posts

Uber Geek
+1 received by user: 5211

Trusted

  Reply # 1471960 15-Jan-2016 14:25
One person supports this post
Send private message

Am I right in thinking that Lightbox bills on a monthly basis? given that I would have thought the promotion was for free 12 monthly installments.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 




13445 posts

Uber Geek
+1 received by user: 1616


  Reply # 1471968 15-Jan-2016 14:38
Send private message

MikeB4: Am I right in thinking that Lightbox bills on a monthly basis? given that I would have thought the promotion was for free 12 monthly installments.


It appears their months are actually 30 days, so 12 terms are actually 360 days, and not a full year. But the promtion was for a year, which is 365 days. It does make it very confusing. My control panel shows that my subscription was due to end today, and I cancelled it, and it shows a balance of $12.99. Not sure if I have been charged or not, but but didn't get my full year from the promotion due to it appearing to be only 360 days, not 365 days. Lightbox have PMed me asking for my details so they can look into it. The problem though is that their control panel doesn't actually show the promotion and the end date for the free credit. It does show hire important it is to put a calendar reminder a good few days prior to the scheduled end date.

 
 
 
 


142 posts

Master Geek
+1 received by user: 29


  Reply # 1472037 15-Jan-2016 16:08
Send private message

Pretty sure the promotion was for 12 periods of Lightbox (e.g. 12x30). In any case, I got an email a few weeks ago saying my free offer had been extended for Summer so you might be ok anyway.

Have you tried looking in the Subscription area in 'My Account'? Mine shows how many 30 day periods are still covered by the Spark voucher.




13445 posts

Uber Geek
+1 received by user: 1616


  Reply # 1472050 15-Jan-2016 16:17
Send private message

staticnz: Pretty sure the promotion was for 12 periods of Lightbox (e.g. 12x30). In any case, I got an email a few weeks ago saying my free offer had been extended for Summer so you might be ok anyway.

Have you tried looking in the Subscription area in 'My Account'? Mine shows how many 30 day periods are still covered by the Spark voucher.



No I didn't get that email with the extra 2 months. Mine didn't have the Spark line, or the discounts remaining, just that it's renewal date was the 15/1. So I cancelled it, as I signed up on the 20th Jan 2015, so that is 360 days, not the 365 as advertised.

743 posts

Ultimate Geek
+1 received by user: 219

Subscriber

  Reply # 1472055 15-Jan-2016 16:21
Send private message

staticnz: Pretty sure the promotion was for 12 periods of Lightbox (e.g. 12x30). In any case, I got an email a few weeks ago saying my free offer had been extended for Summer so you might be ok anyway.

Have you tried looking in the Subscription area in 'My Account'? Mine shows how many 30 day periods are still covered by the Spark voucher.



I don't recall getting the extended email, but my subscription shows something similar to the above.  Hopefully Spark makes it permanent :)

1800 posts

Uber Geek
+1 received by user: 263

Subscriber

  Reply # 1472059 15-Jan-2016 16:24
Send private message

Original Spark email of 20/01/2015 states 360 days in subject.




Ross

 

Spark FibreMAX using Mikrotik CCR1009-8G-1S-1S+

 


Speed Test




13445 posts

Uber Geek
+1 received by user: 1616


  Reply # 1472131 15-Jan-2016 18:00
Send private message

Spyware: Original Spark email of 20/01/2015 states 360 days in subject.


Don't think I ever had an email advertising it. But the press release says 12 months, and nothing about 360 days as shown at http://www.sparknz.co.nz/news/lightbox-on-the-house/ . The press release on Geekzone was the same and mentioned a year and 12 months. 30 day billing period isn't a month, it is 30 days, so they should have either advertised it as a 360 days, or a 12 billing period offer when they advertised it. It is vital to know when scheduling a calendar to know the exact date it is due to roll over. 1 year is easy, 360 days isn't so easy to work out the exact day.



13445 posts

Uber Geek
+1 received by user: 1616


  Reply # 1472133 15-Jan-2016 18:09
Send private message

With help from lightbox I have reactivated it, and the 2 extra discounts are now showing.I wasn't showing like that prior to today, as I would have noticed that. After cancellation the screen looked like below, showing that there wasn't any discount being applied to the January total, but after reactivating, there now is and my screen looks like Staticnz's. Odd that some of us got emails and some didn't, as normally you have to manually apply the coupons.


15315 posts

Uber Geek
+1 received by user: 4035

Trusted
Lifetime subscriber

  Reply # 1472135 15-Jan-2016 18:15
9 people support this post
Send private message

If @lightbox were to provide me a free year of service, I can solemnly promise no matter what I won't complain about any billing or service issues at the completion of the term :)

I'll also note here in advance that if it works out I get 360 days, I also won't complain, or EVEN if they give me 350 days!





13445 posts

Uber Geek
+1 received by user: 1616


  Reply # 1472139 15-Jan-2016 18:22
Send private message

networkn: If @lightbox were to provide me a free year of service, I can solemnly promise no matter what I won't complain about any billing or service issues at the completion of the term :)

I'll also note here in advance that if it works out I get 360 days, I also won't complain, or EVEN if they give me 350 days!




Yes that's the point, as long as you know the exact number of days you are getting so you can schedule it in your diary. I am sure you would be a bit annoyed though, if you got billed for a month, when you thought you had scheduled the correct date to cancel it. It doesn't appear as though I have been billed, although the screenshot I posted suggests otherwise. Then you learn that customers have 2 extra months that they weren't aware of, as no email was received and you have cancelled it without being aware of that. The extra 2 months should give some access to Suits when it starts up again. But to Lightboxes credit they were responsive and resolved it, so thanks to Lightbox. But hopefully they can see that I have identified a few issues with the way things are displayed in the accounts page, including after an account was been canceled, where it implies there is an amount owing on the account.



13445 posts

Uber Geek
+1 received by user: 1616


  Reply # 1472178 15-Jan-2016 19:50
Send private message

I did notice in the initial email they did send when we signed up to the 1 year offer, the email did say "We'll get back in touch to remind you when your trial's about to expire"  The problem is this wasn't done. It looks like at some stage they extended it, but it doesn't appear all customers received that email, and it wasn't communicated anywhere else as far as I am aware.

BDFL - Memuneh
59399 posts

Uber Geek
+1 received by user: 10606

Administrator
Trusted
Geekzone
Lifetime subscriber

  Reply # 1472179 15-Jan-2016 19:50
11 people support this post
Send private message

Five days? Knowing that sometimes life gets on the way of things I usually put reminders for ten days.

People got 360 days of free streaming service? Should be happy.







13445 posts

Uber Geek
+1 received by user: 1616


  Reply # 1472186 15-Jan-2016 20:04
Send private message

freitasm: Five days? Knowing that sometimes life gets on the way of things I usually put reminders for ten days.

People got 360 days of free streaming service? Should be happy.



The free service for their Spark ISP customers, does keep their customer numbers up, similar to many magazines who send out free magazines to professionals to keep their readership numbers up. Plus it keeps people using Spark, and creates a point of difference for them as an ISP. I wonder if that is why I didn't get any notice of the additional 2 months, because I did change my plan I was on...hmmm  
These SaaS models often have to do this sort of thing with free offers for the initial first years, to gain traction as a service. 

The thing is that on their website it was advertised as 1 year (eg presume 365 days is 1 year), and they were supposed to send out an email warning when the 1 years was up, which wasn't sent. So if it was shorter, it was going to catch people out who hadn't noticed that it was only 360 days. So those people caught out, it likely wouldn't have all been free. But in fact, it now appears that it is now 420 days free. It is difficult still to know the exact day it is due to expire as it isn't shown in their control panel, so a 10 day reminder buffer is a good idea

gzt

9259 posts

Uber Geek
+1 received by user: 1318


  Reply # 1472190 15-Jan-2016 20:09
Send private message

mattwnz: But hopefully they can see that I have identified a few issues with the way things are displayed in the accounts page, including after an account was been canceled, where it implies there is an amount owing on the account.

Yeah hopefully these issues are not marked as resolved by 'give credit if anyone notices'..

Edit: did not read properly seems trial continued gratis for longer by default without asking.

15315 posts

Uber Geek
+1 received by user: 4035

Trusted
Lifetime subscriber

  Reply # 1472217 15-Jan-2016 20:56
One person supports this post
Send private message

mattwnz:
networkn: If @lightbox were to provide me a free year of service, I can solemnly promise no matter what I won't complain about any billing or service issues at the completion of the term :)

I'll also note here in advance that if it works out I get 360 days, I also won't complain, or EVEN if they give me 350 days!




Yes that's the point, as long as you know the exact number of days you are getting so you can schedule it in your diary. I am sure you would be a bit annoyed though, if you got billed for a month, when you thought you had scheduled the correct date to cancel it. It doesn't appear as though I have been billed, although the screenshot I posted suggests otherwise. Then you learn that customers have 2 extra months that they weren't aware of, as no email was received and you have cancelled it without being aware of that. The extra 2 months should give some access to Suits when it starts up again. But to Lightboxes credit they were responsive and resolved it, so thanks to Lightbox. But hopefully they can see that I have identified a few issues with the way things are displayed in the accounts page, including after an account was been canceled, where it implies there is an amount owing on the account.


Well whilst I understand your point, if @lightbox were to give me a free year, and then they charged me for 1 month, I'd consider that excellent value and probably wouldn't begrudge them that. Seems though that @lightbox did sort your issue which is outstanding. @lightbox seem like a wonderful company and very generous to give away a free year to some FORTUNATE people who I hope would be just as GRATEFUL as I would be :) 

 

(In case it's not been worked out yet, I just worked out that @ lets the involved party know you mentioned them) 



 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

New Zealand hits peak broadband data
Posted 18-Jan-2018 12:21


Amazon Echo devices coming to New Zealand early February 2018
Posted 18-Jan-2018 10:53


$3.74 million for new electric vehicles in New Zealand
Posted 17-Jan-2018 11:27


Nova 2i: Value, not excitement from Huawei
Posted 17-Jan-2018 09:02


Less news in Facebook News Feed revamp
Posted 15-Jan-2018 13:15


Australian Government contract awarded to Datacom Connect
Posted 11-Jan-2018 08:37


Why New Zealand needs a chief technology officer
Posted 6-Jan-2018 13:59


Amazon release Silk Browser and Firefox for Fire TV
Posted 21-Dec-2017 13:42


New Chief Technology Officer role created
Posted 19-Dec-2017 22:18


All I want for Christmas is a new EV
Posted 19-Dec-2017 19:54


How clever is this: AI will create 2.3 million jobs by 2020
Posted 19-Dec-2017 19:52


NOW to deploy SD-WAN to regional councils
Posted 19-Dec-2017 19:46


Mobile market competition issues ComCom should watch
Posted 18-Dec-2017 10:52


New Zealand government to create digital advisory group
Posted 16-Dec-2017 08:47


Australia datum changes means whole country moving 1.8 metres north-east
Posted 16-Dec-2017 08:39



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.