Price change information possibly not showing up on bill

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nyquist

88 posts

Master Geek
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Topic # 161966 25-Jan-2015 16:02

We recently received our online bill this month with a large heading on the first page stating, "IMPORTANT NEWS ABOUT PRICE CHANGES. Please read messages over the page."

As this has been discussed a few times here, I was expecting information regarding the February price changes for our broadband plan, but on the second page there was only information about 'Home to mobile calling caps now $5'. Right underneath there was a lot of blank space... possibly for the missing price change information?

Or was the price change message only just about home and mobile calling?

Jase2985

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Subscriber

Reply # 1221946 25-Jan-2015 17:44

https://www.spark.co.nz/shop/internet/adsl/

what do you want to know?

the 40gb and 80gb plans are going up by $4 per month from feb 1 on ADSL and VDSL and they are no longer offering the 150gb plan

i assume thats what you are talking about as you have not specified what service

nyquist

88 posts

Master Geek
+1 received by user: 3

Reply # 1222053 25-Jan-2015 21:09

Thanks. I had a quick look at the website before so I have an idea what our new price plan will be. However, I wanted to highlight an issue in Spark's bill message i.e large headline telling us to read about price changes on the second page but there is only a small section about calling caps and a lot of blank space.

Very confusing to be directed to an important piece of Comms only to find missing information and not ideal for customers expecting confirmation of pricing and any other changes to their plan.

rugrat

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Reply # 1222185 26-Jan-2015 01:55

It's on my second page.

At top of page and highlighted in blue it has prices changes for broadband plans, and then it mentions about $4 price rise and has a web page link for more info.

Maybe it depends on what web browser being used. Looks like it loads as a pdf on mine.

Edit: The part about the $5 cap is below the bit about the price change, only difference is background is a slightly darker grey.

Seems strange slowing on some bills and not others, as wouldn't think the $5 part would show up if browser not capable of showing it.

TroyRF

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Spark NZ

Reply # 1223097 27-Jan-2015 11:37

I've got this one. :) What's happening is that customers are only being shown elements of the price change that are specifically relevant to them, rather than an exhaustive list of all possible changes.

(If you're not certain that the information you've received is correct, pop me a PM with your details and we'll take a look.)

The team responsible for the comms have seen this thread - all feedback noted. Thanks!

Jase2985

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Reply # 1223407 27-Jan-2015 17:34

That makes sense in a way, but why not just advertise it to all customers? someone might be thinking of changing plan or something like that and it could have an impact

nyquist

88 posts

Master Geek
+1 received by user: 3

Reply # 1223508 27-Jan-2015 20:05

@rugrat the $5 cap information is at the top of the second page, and then a lot of blank space after that

@TroyRF seems like there might be a missing element on the bill rather than incorrect info as per screenshot below:

As we are currently on ADSL Unlimited and will receive a decrease, perhaps this scenario was missed out from the personalised bill message?

ETA: Or perhaps the price change element somehow did not make it when the pdf was generated...

Jase2985

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Reply # 1223576 27-Jan-2015 20:57

the extra message was for those with an increase, not a decrease :)

nyquist

88 posts

Master Geek
+1 received by user: 3

Reply # 1223723 28-Jan-2015 07:16

Ah, then they shouldn't have put this price change heading/message in the first page of the bill and in the email if we weren't meant to get any info. Gets confusing :)

Though, I would have thought any changes to pricing plan needed to be confirmed, whether increase or decrease? Could be wrong.

Edited to reupload screenshots.