Vodafone retention call- A Joke or April fool

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone retention call- A Joke or April fool

geekbhaji

222 posts

Master Geek

#170979 1-Apr-2015 10:26

I have some representative from Spark, asked If I want to switch my Internet to them, they will provide me with Free phone line + National Calling + 12 months Lightbox+ Unlimited internet+ $100 credit etc.

So I sent Vodafone an email to their sales group, if they can do anything to retain their customer.

I got a reply that they have logged my request.

Another reply from a nice guy who told me that he has forwarded it to Sales team with a reference number. I should expect a call from them..

After few days I received a call, and the joke starts here:

He asked me about what spark is offering, which I told in detail.

Then he said that he can look for a suitable unlimited plan for me, and yay! he found one, but I have to pay $20 extra even if Spark is giving it to me for same price.

Vodafone cant match Spark's deal and He cant find a better deal. So I asked if he can add some extra data or anything , I will stay with Vodafone. He said the system wont allow him to do anything unless I sign up for their unlimited plan with 1 year contract and pay Extra $20.

Joke ends here.

Question: If Retention Team CAN'T do anything or system is not allowing them to do anything, then why do they have a Retention Team??

Humor makes us humans !

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458 posts

Ultimate Geek

#1275027 1-Apr-2015 10:29

If you don't like their offers switch to Spark...

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#1275031 1-Apr-2015 10:31

Or have a look around, you never know, there might be even better deals out there.

Demeter

709 posts

Ultimate Geek

Trusted

One NZ

#1275033 1-Apr-2015 10:34

The retention team are there to help alleviate churn because of customer issues, etc. They don't just exist to offer better deals than competitors. The margin on a broadband plan is almost nonexistent as it is, it wouldn't make sense for them to offer a discount that ends up making a loss in the end. Sorry, I know that's probably not the answer you want to hear, but that's just how it is.

geekbhaji

222 posts

Master Geek

#1275034 1-Apr-2015 10:34

AidanS: If you don't like their offers switch to Spark...

See how active is 'Spark'

. Quick response to grab a customer.

Oh and as far as "their offers" are concerned, the issues is they haven't offered anything.

Humor makes us humans !

NonprayingMantis

6434 posts

Uber Geek

#1275042 1-Apr-2015 10:39

'Retention team' doesn't simply mean 'give you anything you want'

You haven't said what the actual price Spark quoted you is, so it's hard to know what is reasonable, but generally retention teams have some leeway to give you stuff and make sure you are on the a current plan, as well as resolve issues around things like connection problems.
But sometimes they just prefer to let you leave if matching the offer would require making a straight loss on you as a customer.

No point keeping customer who costs you money every month.

johnr

19282 posts

Uber Geek
Inactive user

#1275043 1-Apr-2015 10:39

@geekbhaji Are you under a contract term with VodafoneNZ at the moment? Retention sometimes just have to let customers walk due to demands that are not reasonable and not a good business decesion

John

geekbhaji

222 posts

Master Geek

#1275045 1-Apr-2015 10:40

Demeter: The retention team are there to help alleviate churn because of customer issues, etc. They don't just exist to offer better deals than competitors. The margin on a broadband plan is almost nonexistent as it is, it wouldn't make sense for them to offer a discount that ends up making a loss in the end. Sorry, I know that's probably not the answer you want to hear, but that's just how it is.

Understandable-Agreed but....................

If I disconnect Vodafone and re switch, they do give 2 Months free Internet with one year contract and free modem etc. that will even the cost for keeping an existing customer by giving them some freebies.

Humor makes us humans !

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geekbhaji

222 posts

Master Geek

#1275050 1-Apr-2015 10:42

johnr: @geekbhaji Are you under a contract term with VodafoneNZ at the moment? Retention sometimes just have to let customers walk due to demands that are not reasonable and not a good business decesion

John

Hi John, No I am not under contract with Vodafone.

Humor makes us humans !

johnr

19282 posts

Uber Geek
Inactive user

#1275051 1-Apr-2015 10:44

geekbhaji:
johnr: @geekbhaji Are you under a contract term with VodafoneNZ at the moment? Retention sometimes just have to let customers walk due to demands that are not reasonable and not a good business decesion

John

Hi John, No I am not under contract with Vodafone.

So you have a working ADSL or VDSL connection? If ADSL then you could look at moving to VDSL if you are in coverage and then you would get a free modem, Also are you on Naked xDSL or clothed?

NonprayingMantis

6434 posts

Uber Geek

#1275052 1-Apr-2015 10:45

geekbhaji:
Demeter: The retention team are there to help alleviate churn because of customer issues, etc. They don't just exist to offer better deals than competitors. The margin on a broadband plan is almost nonexistent as it is, it wouldn't make sense for them to offer a discount that ends up making a loss in the end. Sorry, I know that's probably not the answer you want to hear, but that's just how it is.

Understandable-Agreed but....................

If I disconnect Vodafone and re switch, they do give 2 Months free Internet with one year contract and free modem etc. that will even the cost for keeping an existing customer by giving them some freebies.

you know that saying "It costs ten times as much to get a new customer as it does to retain one" The above is why.

They can retain most customers by offering very small amounts - $10 per month or whatever, because for most people switching is a hassle and so they won't do it.
However, to entice a customer away from a competitor, they need to make a considerably better offer.

Yes, this means that new customers get better deals than existing customers, but if you don't like ti you need to show this by changing your behaviour. Going with an ISP that does this behaviour means you are supporting that system.

If you prefer to go with an ISP that treats new and existing customers equally, find one that does that, and don't be tempted by 'amazing' sign-up deals that give you heaps up front and then forget about you later. (i.e. don't go with Spark, Vodafone, Slingshot, Orcon)

geekbhaji

222 posts

Master Geek

#1275054 1-Apr-2015 10:46

NonprayingMantis: 'Retention team' doesn't simply mean 'give you anything you want'

You haven't said what the actual price Spark quoted you is, so it's hard to know what is reasonable, but generally retention teams have some leeway to give you stuff and make sure you are on the a current plan, as well as resolve issues around things like connection problems.
But sometimes they just prefer to let you leave if matching the offer would require making a straight loss on you as a customer.

No point keeping customer who costs you money every month.

I haven't asked them to match. Just asked if they can add anything. They could easily get away saying 'will add 10 Gigs' or 'will add national calling' or 'will add caller ID or 'will add another bestmate'

I mean anything, which shows little effort and care for customer.

Humor makes us humans !

johnr

19282 posts

Uber Geek
Inactive user

#1275056 1-Apr-2015 10:48

They could not add another Bestmate to start with, The system is limited to the number of Bestmates customers are offered

geekbhaji

222 posts

Master Geek

#1275057 1-Apr-2015 10:48

johnr:
geekbhaji:
johnr: @geekbhaji Are you under a contract term with VodafoneNZ at the moment? Retention sometimes just have to let customers walk due to demands that are not reasonable and not a good business decesion

John

Hi John, No I am not under contract with Vodafone.

So you have a working ADSL or VDSL connection? If ADSL then you could look at moving to VDSL if you are in coverage and then you would get a free modem, Also are you on Naked xDSL or clothed?

@John
I am with their on their cable network. Nah not naked.. its 80GB plan with phoneline.

Humor makes us humans !

johnr

19282 posts

Uber Geek
Inactive user

#1275058 1-Apr-2015 10:50

geekbhaji:
johnr:
geekbhaji:
johnr: @geekbhaji Are you under a contract term with VodafoneNZ at the moment? Retention sometimes just have to let customers walk due to demands that are not reasonable and not a good business decesion

John

Hi John, No I am not under contract with Vodafone.

So you have a working ADSL or VDSL connection? If ADSL then you could look at moving to VDSL if you are in coverage and then you would get a free modem, Also are you on Naked xDSL or clothed?

@John
I am with their on their cable network. Nah not naked.. its 80GB plan with phoneline.

So Spark can offer you a Cable (HFC) connection?

geekbhaji

222 posts

Master Geek

#1275073 1-Apr-2015 10:55

johnr:
geekbhaji:
johnr:
geekbhaji:
johnr: @geekbhaji Are you under a contract term with VodafoneNZ at the moment? Retention sometimes just have to let customers walk due to demands that are not reasonable and not a good business decesion

John

Hi John, No I am not under contract with Vodafone.

So you have a working ADSL or VDSL connection? If ADSL then you could look at moving to VDSL if you are in coverage and then you would get a free modem, Also are you on Naked xDSL or clothed?

@John
I am with their on their cable network. Nah not naked.. its 80GB plan with phoneline.

So Spark can offer you a Cable (HFC) connection?

Nope only ADSL.

But speed isnt' a big issue here. Its residential and my wife use it only for streaming online radio or blogging etc.

Humor makes us humans !

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