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Forums › One NZ (including Farmside) › TCL customers and end of TCL Contracts
crazed

484 posts

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#136334 23-Nov-2013 17:07
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Afternoon All,

Just a quick question in relation to those of us who are on TCL contracts that are coming up for completion.

The reason I'm asking is that with ours being one of them, if we allow the contract to expire and return to normal pricing, it will cause a $80 increase per month for our ADSL and Phone. Is there painless, straight forward processes in place to help out these customers and make sure they don't get caught by sudden HUGE increases in month bills? We are currently looking at other services from other providers, but if the offer is good then we may stay.

What is being done for customers in this boat?




CraZeD,
Your friendly Southern Geeky Fellow :P

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NikT
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  #940516 25-Nov-2013 17:48
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crazed: Hi Nik,

Our contract ends in Jan 2014, so still another month to go, but have had issues with this sort of thing before, when the retention/sales teams have failed to get in contact with customers until after the expiry date, and then get hit with large bills.

The reason I was questioning this early was the fact of the TCL/Vodafone merger and a couple comments from Vodafone staff on forums that the process of changing TCL customers over to Vodafone's billing system is a headache. So I was asking if there was reliable processes in place for this purpose.


You shouldn't actually need to change billing systems. On the back end, they're being linked together - the 'migration' from one side to another was only necessary when customers wanted specific deals that were only available on one side and not the other, or were moving from previously-Vodafone ADSL to previously-Telstraclear cable. The systems are now being linked together, and the newest ADSL plans are available to all customers who was previously on both sides of the merger.

I know the sales folks have been able to credit people back when they weren't aware their contract-triggered discount was expiring. Really not an ideal situation, that one, leading as it does to large scary bills, but this shouldn't be a problem in the near future as the new plans are steering away from discounts that only last the specific length of the contract term.

Hope that helps!

 - Nik




Product Manager @ PB Tech

Smartphones @ PB Tech | Headphones @ PB Tech

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