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DonGould

3892 posts

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#8178 9-Jun-2006 18:07
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I had a very interesting conversation with Rachel Osborn, Contact Centre Manager, Orcon Internet Limited, this afternoon.

I was actually ringing her to express my thanks as my wife and I have just switched back to DSL after a disastris 6 months on wireless (which is a whole other topic!).

The issue of their new $19.95 plan was talked about on here earlier this week. Bill shock was also talked about as being the only potential down side. I expressed a number of personal views which have now been backed up.

Should a user go over the 200mb limit then a quick call to the help desk to get them selves bumped to a more apropriate plan is all that is required. She expressed she would have no hesitation in bumping a customer to an appropriate plan over seeing them upset by imposing a $149.00 bill.

She also expressed that all their sales team were ensuring that they talked with the customer about this issue up front to make sure that the 200mb plan was the right choice. My personal experience talking to a CSR was that the CSR expressed that in most cases she hadn't been selling the plan anyway.

I have followed this issue up because I've seen instances of customers in Australia being charged ~$10,000.00 by Telstra for accounts they weren't controlling properly and I agree with everyone that it is an issue that we as a tech community need to stay on top of. In Telstra's case this type of action did more harm to their business than any amount of profit they might collect by over charging. It causes people to stick with dialup and away from the internet.

Cheers Don




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Bung
3495 posts

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  #38090 9-Jun-2006 19:25
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Seems like they are already worried that the low cap plan overages will cause trouble. Why don't they try rewarding users who don't achieve a more reasonable cap with a rebate similar to schemes run by power companies

DonGould

3892 posts

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  #38091 9-Jun-2006 19:40
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Bung: Seems like they are already worried that the low cap plan overages will cause trouble.

Actually I don't think they are at all.  I expressed that I think it's the geeks like us who are more worried about the impact.

This point was proven by the fact that it's on this forum that people have been talking about the potential of bill shock.

Bung:  Why don't they try rewarding users who don't achieve a more reasonable cap with a rebate similar to schemes run by power companies

Sorry, I don't understand what you're suggesting. 

Cheers Don




Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

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bradstewart
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  #38093 9-Jun-2006 21:55
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I think he means that if you dont use all your allocated data for the month that you would then get a rebate based on the amount that wasnt used. Would be a good way to encourage people to be careful with the amiunt of data they are chewing through

DonGould

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  #38096 9-Jun-2006 23:18
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bradstewart: I think he means that if you dont use all your allocated data for the month that you would then get a rebate based on the amount that wasnt used. Would be a good way to encourage people to be careful with the amiunt of data they are chewing through


Misses the point of the whole data allocation system thou.

It's all about user pays. If you want to put more load on the system then that's ok. You just pay for your load.

Personally I think the Orcon system seems the best I've seen so far (Woosh do just about the same thing). You go over your limit they just bump you into a new braket.

I had quite a long conversation about this issue with Rachel. She seems to favour not throteling data speed and I expressed the need to keep hold of data caps.

Cheers Don




Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz


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