[TelstraClear] Good one TelstraClear: looking after customers

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Good one TelstraClear: looking after customers

freitasm

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#43276 19-Oct-2009 14:21

Today I got a phone call from TelstraClear. The lady asked if I am aware we used 50GB over our 80GB allowance - yes I know about it. I decided it was a month as good as any to add the iTunes folder to our Mozy online backup, so it was a very long upload month.

She pointed out I am going to pay almost as the next plan up - and if I move now I can get 25 Mbps instead of my current 10 Mbps plan.

I said thanks, but it's not something that happens every month, so happy to live with it.

But very good they actually have alarms raising so they can make sure customers know their broadband is being "well used" and offering something better in case the trend continues.

If only the 25 Mbps plan was a little bit cheaper I would move to it.

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#265068 19-Oct-2009 15:35

I had the same call last week when I went to about 135GB for the month. I mentioned that it was cheaper to just pay the extra charge for usage then to go to the 25Mb plan and the guy agreed without being pushy about how much faster and better it would be. All in all not a bad experience for a unsolicited call from a telco.

It would be nice if they just had a 120GB plan without the added speed for a more resonable rate.

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xpd

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#265092 19-Oct-2009 16:29

Pity Telecom arent as good... we had one of our offices going overcap by 100gb for a while... not a single warning, even their emails wernt arriving to notify us. When I found out, I tried logging into the Telecom usage meter.... "wrong password" altho we had proven it was correct - had a fight to get it reset manually just on Telecoms end..
On the bright side, they did credit us so if the data so not all bad... but if they had warning systems in place like Telstra obviously do, then, well, we might still be with Telecom :-p

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#265097 19-Oct-2009 16:59

xpd: Pity Telecom arent as good... we had one of our offices going overcap by 100gb for a while... not a single warning, even their emails wernt arriving to notify us. When I found out, I tried logging into the Telecom usage meter.... "wrong password" altho we had proven it was correct - had a fight to get it reset manually just on Telecoms end..
On the bright side, they did credit us so if the data so not all bad... but if they had warning systems in place like Telstra obviously do, then, well, we might still be with Telecom :-p

When I was on a Caped Telecom Plan I always remembered them sending a email when I was within 25% of my cap and when I went over it.

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#265098 19-Oct-2009 17:02

Pity TelstraClear can't supply a good, reliable business ADSL service that isn't plagued with intermittent outages. Then good service like is mentiond here would mean more.

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#265105 19-Oct-2009 17:56

On the flip side, it's good to hear that the consumer service is up to the same standard as the business one >.>

ZactheRipper

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#265114 19-Oct-2009 18:40

cable internet needs what their (rather limited) adsl has, the ability to choose speed and bandwith independantly.

I usually use just over 10gb per month on my 10gb plan and it would be nice to have a 20gb plan at the same speed because i never need to download anything too huge.

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#265129 19-Oct-2009 20:06

Pretty impressed with that. By reading the title I thought it was sarcasm at first!

Would love to see more ISPs do this, after all it's in their interest to move customers up plans.

This should also be done if customers are say using 3gb of their 10gb plans. Would lose some money but in the end it is about keeping the customer happy right? :)

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#265139 19-Oct-2009 21:01

Playing devils advocate here...

Wouldn't you rather they got rid of the cost overhead of having people do those calls and put the saving into reducing their pricing?

People on the wrong plan could harden up and take personal responsibility for knowing how much they use and whether they are on the best plan for their usage.

Screeb

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#265317 20-Oct-2009 13:36

Trying to up-sell to a plan that costs far more than the one you're on is looking out for customers? They are well aware that you don't usually use as much bandwidth as you did that month. They are taking advantage of the fact that you did that one time, to suggest that somehow you would be better off by upgrading, which is not the case. It would end up costing you more on average, and they know it.

This isn't looking after their customers, it's looking after their bank balance.

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#265329 20-Oct-2009 14:13

I thought TC was going to launch new cable stuff this current year...didnt they have a big boozy launch earlier in the year?

Screeb

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#265359 20-Oct-2009 16:26

That was for releasing the Warp Speed plan in Wellington. They also mentioned DOCSIS 3, but that's planned for next year (or more likely way later than that, going by their track record).

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#265370 20-Oct-2009 17:10

"Would you like fries with that?"

freitasm

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#265373 20-Oct-2009 17:15

mattbush: I thought TC was going to launch new cable stuff this current year...didnt they have a big boozy launch earlier in the year?

Yes, that was for the 25Mbps plan with 120GB, which is what they offered me as described in my first post.

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martyyn

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#266433 23-Oct-2009 18:35

I had a similar call aswell. I sometimes go over my 40Gb cap by anything between a 2-20Gb. The rep told me I should move to the 80Gb plan so I wouldnt pay any overage charges.

I pointed out even with the overage I was still paying less than the monthly difference between the two plans and asked him why he was suggesting the plan change. He had no answer.

Now dont get me wrong, I like the pro-active stance towards customers, but give me a break. Why phone someone when its clear it would actually cost them more each month to do what your suggesting ?

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#266665 25-Oct-2009 10:39

martyyn: Why phone someone when its clear it would actually cost them more each month to do what your suggesting ?

i think you answered your own question.

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