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

BDFL - Memuneh
60048 posts

Uber Geek
+1 received by user: 11134

Lifetime subscriber

Topic # 57679 21-Feb-2010 19:07
Send private message

One for you guys: do you think the "XT" brand is damaged after the problems in the last couple of months? Yes, no, and if yes, what do you think should Telecom do to recover it?

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
26229 posts

Uber Geek
+1 received by user: 5809

Biddle Corp
Lifetime subscriber

  Reply # 300781 21-Feb-2010 19:14
Send private message

I believe it's seriously damaged.. Infact I'd go as far as saying that virtually every cent spent on building the brand has essentially been wasted.

The big question is what Telecom can do to rebuild the brand. At this stage their only chance is through pricing, people will very quickly forget the history is the price is good.

2568 posts

Uber Geek
+1 received by user: 480

  Reply # 300782 21-Feb-2010 19:23
Send private message

Yes - damaged for sure.
1) Offer to let anyone that is having issues/concerns go back to CDMA without question - Small business owners need a service they can rely on.
2) Fix the problem PDQ
3) Perhaps offer a loyalty bond if people keep with them (Telecom) for x period of time they get a special credit.

Though I expect that the only thing they could do to repair the brand would be to have a system that doesnt fall over for say 12 months after an announcement that it was all fixed.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler


Try Wrike: fast, easy, and efficient project collaboration software
3873 posts

Uber Geek
+1 received by user: 634


  Reply # 300789 21-Feb-2010 19:39
Send private message

Yes, the brand has been seriously damaged and to be honest I think the only thing that will redeem it is time. Lots of time.

The irony is that historically Telecom has always been seen as a middle aged and conservative brand compared with Vodafone, and business users have tended to turn their backs on Vodafone's youth friendly image in favour of Telecom's perceived reliability. Many business users who are still on CDMA will be thinking of migrating to Vodafone rather than XT, so Telecom will need to do everything they can to cling on to their business client base, or suffer a big drop in ARPU.

536 posts

Ultimate Geek

  Reply # 300794 21-Feb-2010 19:55

When people hear XT they think of all the outages and being in the headlines for problems for the best part of two weeks.

I honestly don't know what could fix it.

I personally look beyond the appearance and more at the great pricing and coverage.

8020 posts

Uber Geek
+1 received by user: 387


  Reply # 300801 21-Feb-2010 20:02
Send private message

They will probably fix the problems then rebrand for sure. XT was a dumb brand name anyway.

2590 posts

Uber Geek
+1 received by user: 348


  Reply # 300802 21-Feb-2010 20:02
Send private message

To me it would be more damaged in the areas south of Taupo where the actual network problems have been as you could physically see the problems, north of taupo it will be the bad press.

Telecom would have to come back with something like a 100% satisfaction guarantee on all connections (post pay and prepay) so if more problems occur then the option of compensation is given or to switch to CDMA

128 posts

Master Geek


  Reply # 300814 21-Feb-2010 20:24
Send private message

1. Fix the problems once and for all - make sure they stay fixed. If necessary start migrating the network to Huawei - I'm sure they'll do a good price.

2. Ditch the XT brand and relaunch as Telecom Mobile under the new Telecom branding. This should cover the CDMA and 3GSM networks, at the end of the day customers don't care.

3. Make a big splash in launching the iPhone and the iPad ASAP leveraging the 850MHz 3G advantage while it lasts. Position these devices as heroes for a whole new category of 'Mobile Internet Devices' (MID's) along with Android phones and tablets in the near future. Give this MID category its own area in store with really skilled sales people and specialist support - again borrowing from the Apple store model.

4. Don't ever let this happen again.

20910 posts

Uber Geek
+1 received by user: 4109


  Reply # 300815 21-Feb-2010 20:26
Send private message

The problem with offering a switch to CDMA is the total lack of handsets for it now.


1215 posts

Uber Geek
+1 received by user: 148

  Reply # 300825 21-Feb-2010 20:58
Send private message

I agree the brand is seriously damaged, when XT launched we all commented at the time that the pricing plans were disappointing, telecom were charging a premium for what they believed to be a premium product.

The problems of the past few months mean that there is no basis to now charge a premium, pricing is the only real option to rebuild the lost ground.

667 posts

Ultimate Geek
+1 received by user: 46


  Reply # 300836 21-Feb-2010 21:19
Send private message

Yes it is seriously damaged.

The one thing I can see that they could do would be to slash prices.
I agree with timmyh on launching some new MID's and making a fuss about cheap data. i guess it just needs to be reliable.

1923 posts

Uber Geek
+1 received by user: 139

  Reply # 300856 21-Feb-2010 22:38
Send private message

Assuming they have no more problems, their next big hurdle will be the CDMA network shutdown and customer migration. It may well be round a little longer than they plan.

Of course any more hiccups, even minor ones, will simply be seen as more nails for a coffin. And I can't see them rushing into rebranding untill we've all had a good dose of amnesia.....

2072 posts

Uber Geek
+1 received by user: 24


  Reply # 300863 21-Feb-2010 23:15
Send private message

Yes damaged and then some. If the 67 year old tea lady at work, who has never owned a cellphone in her life says to me "Everyone hates Telecom now, because they have had so many problems in a short time. I'll be making sure all of my kids and grandkids are on Vodafone, because they don't have as many problems".

Now, I'm Telecom through and through, but this shows much the bad media has penetrated through to the absolute lay person. I cringed when she made the comment, and noticed others in the queue were nodding in agreement.

Unfortunately Telecom's name is mud in many places now. I've given up singing it's praises.

- Telstra HTC Touch Pro2 - Energy ROM WM6.5.5 20 Oct/Cyanogen Mod Froyo 2.2 - R.I.P
- AT&T Galaxy S Captivate 16GB on XT (now with brother)
- Samsung Galaxy S2 on XT- Runs ICS 4.0.3 Resurrection Remix 9.2
- Business Hours - Work In The Electricity Industry, After Hours - DJ/Turntablist - Will Scratch Vinyl For Free'
- What's next??? S3?

20910 posts

Uber Geek
+1 received by user: 4109


  Reply # 300865 21-Feb-2010 23:18
Send private message

Yet for those of us not south of taupo, its all been hearsay rather than experiencing problems ourselves.

Certainly not failed on me every time I have tried it.


33 posts


  Reply # 300866 21-Feb-2010 23:23
Send private message

One of my suppliers has just switched to Vodafone. About 20 handsets. They had been with Telecom for at least 12 years I've dealt with them.

322 posts

Ultimate Geek

  Reply # 300868 21-Feb-2010 23:40
Send private message

Everybody I know here talks and knows about XT outage. So the brand damage has been huge recently. I don't know how telecom can fix it. It's been a big failure. I won't be moving to vodafone because xt is superior to vodafone in signal strength and speed. But, ordinary people won't care about 3G, they care about txting and receiving calls. What they need is signal and sending and receiving txts. Business people are the ones who need to be well looked after, and they use lots of service and spend a lot of money on mobile bills. So the main target should be business people rather than general public. Young people only care about txting, they can't afford to switch carriers and they don't spend much on calls. So use some incentives to attract more business users back.

 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 »

Opera launches new mobile browser: Opera Touch
Posted 25-Apr-2018 20:45

TCF and Telcos Toughen Up on Scam Callers
Posted 23-Apr-2018 09:39

Amazon launches the International Shopping Experience in the Amazon Shopping App
Posted 19-Apr-2018 08:38

Spark New Zealand and TVNZ to bring coverage of Rugby World Cup 2019
Posted 16-Apr-2018 06:55

How Google can seize Microsoft Office crown
Posted 14-Apr-2018 11:08

How back office transformation drives IRD efficiency
Posted 12-Apr-2018 21:15

iPod laws in a smartphone world: will we ever get copyright right?
Posted 12-Apr-2018 21:13

Lightbox service using big data and analytics to learn more about customers
Posted 9-Apr-2018 12:11

111 mobile caller location extended to iOS
Posted 6-Apr-2018 13:50

Huawei announces the HUAWEI P20 series
Posted 29-Mar-2018 11:41

Symantec Internet Security Threat Report shows increased endpoint technology risks
Posted 26-Mar-2018 18:29

Spark switches on long-range IoT network across New Zealand
Posted 26-Mar-2018 18:22

Stuff Pix enters streaming video market
Posted 21-Mar-2018 09:18

Windows no longer Microsoft’s main focus
Posted 13-Mar-2018 07:47

Why phone makers are obsessed with cameras
Posted 11-Mar-2018 12:25

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.