When plans are upgraded, should users be contacted?

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davidcole

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#142440 13-Mar-2014 10:12

Should companies contact users when plans are upgraded?

My mother in law has been paying $75 for the (at the time) base telecom package for home line and 5gb of internet. When I look at this plan now it's 40Gb for the same money. And I gather it's just been increased to the 40 Gb from 30.

Should telecom have contacted her, and would she have a case for compensation, or it a case of buyer beware?

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Bung

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#1004732 13-Mar-2014 10:40

That was a starter plan that got retired rather than upgraded. Does Your MIL use the 5G?

Maybe it would have been nice to get a reminder that better options are available. I've found that Telecom has rung me at times to let me know that I wasn't using something I was paying for or that there was a better option. Certainly every time I've rung them they look at the current package.

xpd

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#1004740 13-Mar-2014 10:46

Telecom contacted my parents and let them via a note on their bill I believe - however it was done , my folks knew it had been changed without my getting involved.

XPD / Gavin

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davidcole

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#1004758 13-Mar-2014 11:06

Bung: That was a starter plan that got retired rather than upgraded. Does Your MIL use the 5G?

Maybe it would have been nice to get a reminder that better options are available. I've found that Telecom has rung me at times to let me know that I wasn't using something I was paying for or that there was a better option. Certainly every time I've rung them they look at the current package.

Has started to, now that she's using TVNZ onDemand (of which I take exception with their martketintg uses 1% of your monthly cap...)

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#1004763 13-Mar-2014 11:08

davidcole: Should companies contact users when plans are upgraded?...

Yes - it is in the best interests of the company and the customer.
A simple email will suffice.
I have always been advised of any upgrades. (Orcon, Telstra Clear/Vodafone).

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Tk421nz

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#1004778 13-Mar-2014 11:13

Telecom and most other providers mostly use bill inserts or notes on the bill to advise this stuff as well as a lot of traditional advertising. The problem is most people choose to take no notice of bill inserts or don't fully read their bill, no company can realistically be held responsible for people choosing to not read something that was sent to them. That is my opinion on the matter anyway.

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#1004796 13-Mar-2014 11:44

Tk421nz: ...The problem is most people choose to take no notice of bill inserts or don't fully read their bill...

... but most people read their emails.

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richms

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#1004802 13-Mar-2014 11:51

Most people I know would click "SPAM" on anything marketing like that and then complain when their actual bills go into the spam folder in the future.

Richard rich.ms

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davidcole

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#1004806 13-Mar-2014 11:56

Given my mother in law has not commented on the $1.50 charge coming for paper bills in May, I'd guess she looks at the amount on the bill only.