TCL customers and end of TCL Contracts

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crazed

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#136334 23-Nov-2013 17:07

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,
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#940284 25-Nov-2013 12:47

Hey there,

The Sales folks do attempt to contact customers before their terms are up. Happy to ask them to get in contact with you, just flick me a PM with your account details. :)

Cheers,

- Nik

Product Manager @ PB Tech

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crazed

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#940510 25-Nov-2013 17:38

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.

CraZeD,
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#940515 25-Nov-2013 17:48

Call up TCL/Vodafone, and let them know your current TCL contract is finishing up soon. They will transfer you to right person who can make a good deal in return for your 12-months contract commitment.

I did mine at the start of November even though my contract was due to finish up in Dec.

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#940516 25-Nov-2013 17:48

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

crazed

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#940564 25-Nov-2013 18:59

Cheers will give them a call and see what comes out of it.

CraZeD,
Your friendly Southern Geeky Fellow :P

crazed

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#940797 26-Nov-2013 07:46

Nik,

Just a quick question, the new contracts, are they against the service as a whole or the Plan?

CraZeD,
Your friendly Southern Geeky Fellow :P

foamfollower

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#940835 26-Nov-2013 09:14

My contract was finishing on 4th December. A very quick phone call sorted everything. Very happy and impressed.

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#940848 26-Nov-2013 09:42

crazed: Nik,

Just a quick question, the new contracts, are they against the service as a whole or the Plan?

I believe the service - there has always been some flexibility to change if you find the plan you've signed up for does not meet your needs, or your needs change, e.g. get a new gamer flatmate/gamer flatmate moves out. The sales team should be able to clarify this for you, though. :)

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crazed

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#941047 26-Nov-2013 13:32

Well I hit them up today, and was offered a $99 150GB package or $109 250GB package, the standard ones off their website with a 12 month contract.

Felt a little deflated after that call. I thought in return for a 12 month contract they usually offer something in return? but to offer the standard plans? Where is the incentive to stay?

They did offer BestMates but hell that's default on the plans anyway lol.

CraZeD,
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NikT

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#941054 26-Nov-2013 13:40

crazed: Well I hit them up today, and was offered a $99 150GB package or $109 250GB package, the standard ones off their website with a 12 month contract.

Felt a little deflated after that call. I thought in return for a 12 month contract they usually offer something in return? but to offer the standard plans? Where is the incentive to stay?

They did offer BestMates but hell that's default on the plans anyway lol.

That's the flipside of steering away from price increases at the end of contract terms. :)

You can get $30.00 off of the naked DSL plans or $10.00 off of the broadband & landline plans if you have an on-account mobile with Vodafone as well. Keep an eye out, things are getting better all the time.

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crazed

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#941057 26-Nov-2013 13:45

NikT:
crazed: Well I hit them up today, and was offered a $99 150GB package or $109 250GB package, the standard ones off their website with a 12 month contract.

Felt a little deflated after that call. I thought in return for a 12 month contract they usually offer something in return? but to offer the standard plans? Where is the incentive to stay?

They did offer BestMates but hell that's default on the plans anyway lol.

That's the flipside of steering away from price increases at the end of contract terms. :)

You can get $30.00 off of the naked DSL plans or $10.00 off of the broadband & landline plans if you have an on-account mobile with Vodafone as well. Keep an eye out, things are getting better all the time.

Thanks for the reply Nik, but haven't touched a on-account mobile in years. Will sit down with the Wife and see what we want to do, there is deals out there, but it comes down to price vs service vs support so its time for the decisions lol

Cheers for your help.

CraZeD,
Your friendly Southern Geeky Fellow :P

r2b2

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#941215 26-Nov-2013 18:57

crazed: Well I hit them up today, and was offered a $99 150GB package or $109 250GB package, the standard ones off their website with a 12 month contract.

Felt a little deflated after that call. I thought in return for a 12 month contract they usually offer something in return? but to offer the standard plans? Where is the incentive to stay?

They did offer BestMates but hell that's default on the plans anyway lol.

Yeah I admit I was a little unhappy that you have to sign up for a 12 month contract and get nothing - least new customers get a free modem out of it!

crazed

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#941223 26-Nov-2013 19:14

r2b2:
crazed: Well I hit them up today, and was offered a $99 150GB package or $109 250GB package, the standard ones off their website with a 12 month contract.

Felt a little deflated after that call. I thought in return for a 12 month contract they usually offer something in return? but to offer the standard plans? Where is the incentive to stay?

They did offer BestMates but hell that's default on the plans anyway lol.

Yeah I admit I was a little unhappy that you have to sign up for a 12 month contract and get nothing - least new customers get a free modem out of it!

Yea they did mention the Vodafone Station or something, but when they checked I only got a new netcom last year so no point in getting another lol.

CraZeD,
Your friendly Southern Geeky Fellow :P

r2b2

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#941224 26-Nov-2013 19:15

crazed:
r2b2:
crazed: Well I hit them up today, and was offered a $99 150GB package or $109 250GB package, the standard ones off their website with a 12 month contract.

Felt a little deflated after that call. I thought in return for a 12 month contract they usually offer something in return? but to offer the standard plans? Where is the incentive to stay?

They did offer BestMates but hell that's default on the plans anyway lol.

Yeah I admit I was a little unhappy that you have to sign up for a 12 month contract and get nothing - least new customers get a free modem out of it!

Yea they did mention the Vodafone Station or something, but when they checked I only got a new netcom last year so no point in getting another lol.

Just noticed that you were actually talking about ADSL where you might actually be able to get a new modem. On the cable plans apparently its only for new customers.

NikT

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#941465 27-Nov-2013 08:49

r2b2:

Just noticed that you were actually talking about ADSL where you might actually be able to get a new modem. On the cable plans apparently its only for new customers.

There's only two cable modems available - the Motorola Surfboard SB5101 & the Cisco DPC3008. The latter is the DOCSIS3.0/WarpSpeed 130Mbps hardware, and is installed for free if you upgrade to a 130Mbps plan.

Or did you mean a wireless router? :)

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