Spark free lightbox limited to 1 per account

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itxtme

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# 255835 2-Sep-2019 16:01

I went to sign myself up to Lightbox using the voucher system. As my wife already used the voucher it wont let me sign up also. I chatted with a customer rep who informed me its limited to 1 per account despite having two eligible mobile plans. Having a look at their site and its only if you scroll down to the bottom of the page and spot through the 10 shouting carousel menus 'THINGS YOU SHOULD KNOW - LIGHTBOX' that there is only one voucher per Spark account.

I am annoyed because it was the Spark store guys idea to sign my wife up into my account to "save time" and make billing "easier".

I am also annoyed that their website hides this fundamental fact. Lets face it Spark is far from the cheapest, but there addon offerings give value, and when you cannot access that value its pretty damn annoying.

They are removing $12.99/month in value they advertise as a feature of their plans and I believe that is misleading. Have a look at their web page and tell me if I am just easily outraged :D

/EndRant

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BDFL - Memuneh
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# 2309572 2-Sep-2019 16:06

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I don't think it's hidden. It's there, like all other services.

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trig42

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# 2309577 2-Sep-2019 16:19

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Why do you need two lightbox accounts?

mattwnz

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# 2309579 2-Sep-2019 16:25

Can you separate the plans onto 2 accounts? Also do you need two lightbox accounts. I think each account lets you use 4-5 devices, and you can ask them to reset the number if you have already assigned them. So in terms of actual usability, you may not be any better off.

eracode

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# 2309581 2-Sep-2019 16:30

Spark/Lightbox:

Terms and conditions

I. Eligibility

The Lightbox Standard Plan is included with selected Spark broadband plans and selected Spark Pay Monthly mobile plans. Spark controls and operates the Lightbox service.
Customers can receive this offer if they have any combination of the following plans: Spark Business, Spark Residential Broadband selected plans and Spark Consumer Mobile.
Customers can receive this offer if they have a Spark Business account with a Rollover Mobile plan.
Customers can only have one free Lightbox subscription per account, even if the account has more than one line.
If customers disconnect their eligible Spark broadband or mobile plan, they will be charged for the Lightbox Standard Plan. The Lightbox Standard Plan is $12.99 per month.

itxtme

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# 2309585 2-Sep-2019 16:44

freitasm:

I don't think it's hidden. It's there, like all other services.

Yep certainly cant argue - it says it in the carousel, but I dont think its that clear. You have to spot the courasel amongst 9 others at the very bottom of the page and then you have to open it. There are *, +'s etc for everything else when terms apply and explanations. Its worth $12.99 and you cant access it, I think that is a pretty significant T&C.

Why do you need two lightbox accounts?

The 12.99 plan is two screens and we are more than 2 person family, plus I paid for it right!

Can you separate the plans onto 2 accounts? Also do you need two lightbox accounts. I think each account lets you use 4-5 devices, and you can ask them to reset the number if you have already assigned them. So in terms of actual usability, you may not be any better off.

Not sure, if I can separate the accounts, they are both under a 24 month plan so probably not. Certainly wasn't told about the downside of having both plans under one account at signup. I dont think I am outraged enough to bother going through all of that either , its more of a feeling it isnt quite right. I dont think that the majority of people looking at that page would ever see the term.

You are probably right about the usability, as at least not at this stage would I envisage using on 3 devices at once, but its the moral outrage I feel, sort of 😅.

itxtme

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# 2309587 2-Sep-2019 16:52

eracode:

Customers can only have one free Lightbox subscription per account, even if the account has more than one line.

Thanks, I do know its there in the TOS.

Like I said in the original post my point is more around are Spark really making that clear on there product page. The crux of my point is ultimately is it misleading?

I believe that it is, the way they have all of the features of the plan in a row like is showing on the site, but not have a little asterisk for what is arguably a large portion of the value to that plan (over 30% if on the $39 plan).

eracode

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# 2309593 2-Sep-2019 17:04

itxtme:

eracode:

Customers can only have one free Lightbox subscription per account, even if the account has more than one line.

Thanks, I do know its there in the TOS.

Like I said in the original post my point is more around are Spark really making that clear on there product page. The crux of my point is ultimately is it misleading?

I believe that it is, the way they have all of the features of the plan in a row like is showing on the site, but not have a little asterisk for what is arguably a large portion of the value to that plan (over 30% if on the $39 plan).

Well sorry you initially said “... their website hides this fundamental fact“ - which it doesn’t.

TBH being able to use that one account on multiple devices seems pretty fair to me. Spark Sport, for obvious reasons, only let their stuff be watched on one device at a time.

eracode

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# 2309595 2-Sep-2019 17:13

trig42:

Why do you need two lightbox accounts?

Maybe they each want to watch ‘stuff’ on LB that they don’t want the other to know about - but I doubt there’s much of that on LB. 😀

itxtme

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# 2309604 2-Sep-2019 17:22

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^ Exactly, and then she will know my single password for everything 😄

mattwnz

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# 2309610 2-Sep-2019 17:28

I do wonder why they don't have password protected profiles on a single lightbox account.

eracode

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# 2309618 2-Sep-2019 18:05

itxtme:
^ Exactly, and then she will know my single password for everything 😄

Ha ha - very good riposte! 👍

Bung

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# 2309654 2-Sep-2019 19:44

You can pay $3 extra per month to upgrade the Lightbox account to Premium and get 4 simultaneous devices. On the other hand if you have multiple qualifying mobiles/lines on your Spark account why don't Spark offer Premium Lightbox instead?

itxtme

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# 2309728 2-Sep-2019 22:32

^ Thanks didnt know that you could do that.

I was little surprised more people didn't agree it was misleading. It is the in the main portion of the advertising and they repeat the lightbox access twice on that banner. I kind of feel like the CC would frown upon such behaviour, as they use it to sell their plans but then (as I found out) take it away with the terms and conditions. Not hard to be more explicit, I mean the manage to do so with a *, ** & † without a problem for other conditions!

I cant really think of any other goods or services that a retailer advertise you a benefit but then remove it using terms and conditions because you bought two of them. Anyway I may just forward it on to the commerce commission to hear what they think, as while I dont desperately need or want another access voucher I do think its on the nose

mattwnz

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# 2309739 2-Sep-2019 23:47

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Maybe you could ask them if they would consider upgrading your account to premium lightbox, to take this into account?. Maybe they need an asterix next to wherever they use the word lightbox?. It does seem odd that one can only have a single account, but maybe it is something got do with their billing system and how lightbox is assigned to accounts?

1101

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# 2309868 3-Sep-2019 11:12

itxtme:

I chatted with a customer rep who informed me its limited to 1 per account despite having two eligible mobile plans.

That doesnt seem out of the norm to me.
1 a/c = 1 entitlement

"Its worth $12.99 and you cant access it, I think that is a pretty significant T&C."
Lightbox is not worth $12.99 . Its barely worth $1.99 :-)

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