$1 charge = corporate contempt for customers

Forums › One NZ (including Farmside) › $1 charge = corporate contempt for customers

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#173606 25-Oct-2008 20:23

I'm going by what I read in the Herald (a perilous job, I know)... the story said lay offs in NZ, jobs going to Manila if I recall correctly...

happy to be corrected though. That's my memory of it and I haven't looked the story up recently.

Edit: used supplementary brain (Google) and found this story. Describes it as a trial... I'm sure there's a follow up story more recently but this story describes 130 jobs going in a "shuffle" in NZ while more work was transfered off shore.

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

nzbnw

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#173614 25-Oct-2008 21:20

Yes, the Herald strikes again!

.

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richms

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#173635 26-Oct-2008 00:27

I have no idea how those OECD comparisons work, but most people I know have found they are better off on telecom flexi then on the vodafone plans. Add to that the telecom freedom and it would be another 1-200 a month for someone I know to be on vodafone then telecom.

If calling the people in egypt would actually result in getting a call back when they say someone will, then it would be tollerable. But when I have called and they have being no help to me and I have not being called back its a massive insult to have paid $1 for no help.

Richard rich.ms

JoeBloggs

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#173647 26-Oct-2008 01:34

Seriously rich, I've reviewed both the flexi offerings from Telecom and comparative Vodafone choose in as unbiassed a fashion as I can. My conclusion was that the flexi would suit those unable to restrain themselves to a portion of minutes every month (those unable or unwilling to "budget"). The choose is still far better value if one sticks to the limits. I understand not everyone can do this though. I took it a step further and wonder why users don't just sign up for the 35/35 'professional services' deal for business people that Telecom offers if they want a flexi anytime. Now THAT plan is better than anything Vodafone offers to single customers.

The flexi my time is laughable but where Telecom still holds the fort is with its offpeak standalone packages - Vodafone forces users to bundle these into an existing daytime minutes package. One could argue that normal users will make at least a few daytime calls in any given month, and at the 99cpm rate Telecom charge, this can easily add up.

All in all though, most people can honestly say that while each company has a slight advantage, plan-wise, in some areas, users come out about the same. Certainly far from $100-$200 difference every month (unless we're talking $10,000 invoices). In what way do you conclude that users are significantly better off with Telecom, specifically referring to a dollar for dollar comparison?

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#173650 26-Oct-2008 02:16

The best case I know of is someone who will one day be onsite all day and need to make loads of calls, then other days not have to touch the phone. Bills varying between 120 and 300 depending on the usage.

I suspect the oecd ratings just have a standard usage pattern and then choose the most appropriate plan from the offerings to get it. And even if they did that and the standard offer was 400 offpeak and 0-10 onpeak mins like anyone with a desk job ends up doing it still works out better on telecom. I and several people I know have run the figures and unless you set a target and use it to its maximum and no more, the simple per min rate works out cheaper overall with no unused wastage and no huge penelty rates for using more then you purchased in the cap. The only thing holding back is the phone selection and that most people they know are on VF. With T-day coming up it will change the first, and possibly the second as others move, I am already intentionally not topping up my vodafone since most people I need to get in touch with are either telecom customers exclusivly or have both networks on them most of the time. Use the N95 on a data only plan and a budgo telecom handset for calling. When I have to give the n95 back I will prob not be replacing it with another vodafone handset. The $1 charge has totally put me off the idea of putting credit onto my vodafone.

infact, when my mate was back in NZ for a couple of weeks, he got a vodafone sim to use when here, he got a $20 topup for it, but uppon learning that the IOU was $5 now he just did that and gave me the topup. I ended up giving it to mum since I wasnt able to sell it to anyone for face value.

Richard rich.ms

ajw

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#173677 26-Oct-2008 11:27

As the effects of the worldwide credit crunch and once NZ Comms enters the marketplace likewise the numerous MVNO's that are also supposed to be entering the mix Vodafone will have no choice but to lower prices or lose market share.
I near guarantee that Contact energy is now starting to bleed customers due to their greedy pricing and arrogant attitude to their customers.

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#173684 26-Oct-2008 12:00

I actually don't mind the idea of $1 charges to reduce the nuisance calls, if it works then thats terrific and I applaud the idea.

However, for me the huge elephant in the room is the frequency at which Vodafone's internal systems, self-service IVRs, and websites simply fail to work. The whole online account management website is very poorly designed and really horrible and slow to use.

I love using self-service options rather than ringing and waiting in queues.. if only Vodafone could step things up a level and keep things running smoothly it would be great (and would also surely reduce the no of calls to the helpdesk!) - but this just isn't the reality from my experience (and others anecdotally).

2c.

JoeBloggs

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#173695 26-Oct-2008 13:25

Rich, as you point out, those unable to stick within limits are better off on the flexi. However, most of the people I know usually stay within a certain band each month - with minimal effort (including myself). I guess our lives are just a little boring

As a comparison: VF Choose vs Telecom Flexi Anytime: 50, 60, 100, 120, 200, 250 and 300 minutes (inc GST):
NB with all choose plans 60 and above, Vodafone is offering free text 600 and a free bestmate, but this is just comparing calling.

Vodafone

50: $39.95
60: $39.95
100: $59.95
120: $59.95
200: $109.95
250: $109.95
300: $137.45

Telecom

50: $45
60: $45
100: $61
120: $69
200: $101
250: $119.50
300: $137

Let's be honest here, that's a pretty fair comparison and there isn't a hell of a lot of difference. When you throw in free texting and a bestmate, it skews it more in Vodafone's favour. There would be savings if the customer deviated past a +-30% threshold each month and I just don't know anyone besides the odd builder who had a bad month that does this.

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#173697 26-Oct-2008 13:30

RedJungle: I actually don't mind the idea of $1 charges to reduce the nuisance calls, if it works then thats terrific and I applaud the idea.

However, for me the huge elephant in the room is the frequency at which Vodafone's internal systems, self-service IVRs, and websites simply fail to work. The whole online account management website is very poorly designed and really horrible and slow to use.

I love using self-service options rather than ringing and waiting in queues.. if only Vodafone could step things up a level and keep things running smoothly it would be great (and would also surely reduce the no of calls to the helpdesk!) - but this just isn't the reality from my experience (and others anecdotally).

2c.

Exactly right.

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taniwha

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#173724 26-Oct-2008 18:23

i've often considered switching to vodafone --- but the 24 month lockin contract stopped me.. so i got a prepay sim to tide me over till telecom's UMTS network is up. The $1 everytime something goes wrong is crazy -- if something goes wrong i'll stop using the feature ever again instead of calling their helpdesk.

ajw

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#173726 26-Oct-2008 18:36

I recently went on a post paid plan, but found most of Vfone's plans are only good within network, I wanted a plan where I can call all mobile networks, I settled on the Flexi Mytime 200 which enables me to call all networks as part of the deal.

Is it any wonder that NZ Comms wants the issue of mobile to mobile calling sorted out by the Commerce Commission before they enter the marketplace.

Here is a operator that entered the marketplace and did not sort out the issue of mobile to mobile termination payments.

WWI Sells Vega to Mobitel and Simobil, Bids Farewell to Slovenia

Ljubljana, 19 April

US mobile operator Western Wireless International (WWI) has decided to sell the network of its Slovenian subsidiary, Vega, to the two leading mobile operators in the country, Mobitel and Simobil for EUR 5m. The move marks the end of WWI's rocky five-year adventure in Slovenia.

According to Telekom Slovenije, its mobile arm Mobitel, which is the leading operator in the country, is to purchase 191 base station locations with all the accompanying equipment for EUR 2.5m.
Meanwhile, Slovenia's second-largest mobile operator, Simobil, will buy 135 Vega base stations, also for EUR 2.5m.
In Wednesday's press release, Simobil said the acquisition would improve the quality and coverage of its network. Moreover, it said it would offer favourable terms for Vega subscribers to switch to Simobil's network.
Vega commented on its decision Wednesday by saying that it regretted having to pull out of Slovenia. "The company now saw prospects in terms of changes on the Slovenian electronic communications market that would justify additional investment," Vega said.
According to Vega, its subscribers will be able to continue using the Vega network until the end of May whereupon they would have to switch operators while keeping their number.
Telekom Slovenije also announced on Wednesday that it signed with Vega a deal on the mutual withdrawal of lawsuits.
Vega and WWI will therefore withdraw the SIT 48.8bn (EUR 203.7m) damages suit against the state and Mobitel that it filed last year for obstruction of competition. Telekom Slovenija, meanwhile, is to stop legal action against WWI for unpaid bills, Telekom added in the press release.
In response, Economics Minister Andrej Vizjak said the decision for Vega to withdraw the lawsuit against the state was logical as "Vega's claim was completely unfounded".
"We will now avoid unnecessary court courts," added Vizjak, who believes WWI's decision to leave Slovenia will not have a negative impact on foreign direct investment in Slovenia.
"Every foreign investment is a business project that must be feasible and for which the government cannot be held accountable...those making business decisions must assume responsibility for mistakes," he added.
Vega entered the Slovenian market in 2001 and immediately launched an aggressive advertising campaign that was successful at first.
But after the initial boom, the company saw the number of its subscribers stagnate at 30,000, which is only 2% of the Slovenian market, well below initial plans of 20%.
Vega often complained of not being given a fair chance because of a lack of competition on the market. Government officials claimed that Vega's poor standing in Slovenia was a result of poor decisions on Vega's part.

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antbs

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#173727 26-Oct-2008 18:37

Whats the problem? You only get charged if you speak to an actual person. I called Vodafone last week with them delaying my txts to my phone, got charged the $1 and got a representitive within 30 seconds and then got my $1 back after it was sorted out.

I would rather pay $1 a speak to a customer representitice in 30 seconds then not pay and wait 15 min. But I can see how people may take this charge negatively. By the way Paul, has the number of calls to your centre decreased dramatically since the charge? Is it working?

my $0.02...

msian

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#173728 26-Oct-2008 18:39

as soon as another company/telecom offers gsm ill leave vodafone. We are paying heaps for calling as it is.. and now have to pay extra for calling helpdesk? sheesh. lack of competition = higher cost and selfish decisions. look at australia... much more competition. hundreds of dollars cheaper a month. everything in nz is crap. broadband, now even mobile services.

Screw You Guys, Im Going Home!

taniwha

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#173731 26-Oct-2008 18:48

nummber portability solved one of the reasons people stick with a telco who treats them bad.. More GSM networks in NZ means you don't even need to buy a new phone.

unfortunately vodafone countered this freedom by requiring a 12 month contract to open a new account -- and then they changed it to 24months.
So, you stlil get locked in

I dunno about you folks, but my life isn't the same old same old for 2 years. I have no idea what my mobile needs will be in 2010. I'm not tying myself to vodafone, who are an ever changing creature from great to awful and back again in 12 months.

VFNZPaulBrislen

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#173732 26-Oct-2008 19:00

anthonybs: Whats the problem? You only get charged if you speak to an actual person. I called Vodafone last week with them delaying my txts to my phone, got charged the $1 and got a representitive within 30 seconds and then got my $1 back after it was sorted out.

I would rather pay $1 a speak to a customer representitice in 30 seconds then not pay and wait 15 min. But I can see how people may take this charge negatively. By the way Paul, has the number of calls to your centre decreased dramatically since the charge? Is it working?

my $0.02...

Calls to the call centre are down by 60%. Instead of wait times of 45 minutes, we have wait times measured in seconds.

Works for me.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

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