Sorry 2degrees I am moving on!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Sorry 2degrees I am moving on!

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#2925406 11-Jun-2022 20:57

Eva888: A few days ago I received an email from Vodafone. One piece impressed me very much. That the CEO Jason Paris would personally give his email out at the end. Copied below ... Thanks to everyone who got in touch with feedback and suggestions following my last update. I read every response and tried to personally respond to all of them.

Do you really think that the best use of a CEO's time is reading and responding to every email? Maybe there's a team of people called either Paris or Jason who deal with complaints. If the CEO does read every email himself they'll never stop.

Delorean

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#2925409 11-Jun-2022 21:01

@linux

You have had the same experience I did with 2D. I packed up and went to Vodafone 3 yrs ago and now I wouldn’t shift. @jasonparis has changed the way I perceived Vodafone and I have had numerous friends and business associates move hundreds of connections to Vodafone over the same period due to Jason’s reputation of being active with customers for even a single $40 connection through to the $100k pm accounts.

That’s something I respect from a leader of a major telco and I would happily keep supporting a company with that culture.

With the 2D merger, you do wonder if they will continue give high incentives to attract new customers only to loose them once the contract expires..

It’s interesting that Vodafone doesn’t force you into a contract for broadband if you supply your own router. Whereas Orcon did.

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alasta

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#2925414 11-Jun-2022 21:19

I am also pretty happy with Vodafone. The only time I've needed to interact with them over the last couple of years was when I moved house and the service was actually really good.

I've had one network related problem when I was in Masterton earlier this year and had problems making calls and using data despite being in an area with good coverage but, apart from the Vodafone TV fiasco, that's really the only thing I can fault them on in recent memory.

Eva888

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#2925415 11-Jun-2022 21:21

Bung:
Eva888: A few days ago I received an email from Vodafone. One piece impressed me very much. That the CEO Jason Paris would personally give his email out at the end. Copied below ... Thanks to everyone who got in touch with feedback and suggestions following my last update. I read every response and tried to personally respond to all of them.

Do you really think that the best use of a CEO's time is reading and responding to every email? Maybe there's a team of people called either Paris or Jason who deal with complaints. If the CEO does read every email himself they'll never stop.

Of course I don’t think Jason Paris answers every email but I do suspect he has a team sorting out the problems in those emails he receives because his name is involved and it’s then a matter of pride. Good luck to him.

What I see is a sincere effort being made to change the negative image and keep prices down. I have free super Wi-Fi mesh plus landline and HFC for around $63. Am very happy with VF

farcus

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#2925424 11-Jun-2022 21:47

What I see is a sincere effort being made to change the negative image and keep prices down. I have free super Wi-Fi mesh plus landline and HFC for around $63. Am very happy with VF

you can't deny, that despite his ongoing efforts, and presence on geekzone, Voda still has some of the worst cust service out there.

Linux

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#2925442 11-Jun-2022 22:14

I have calmed down now had time to think it over

2degrees is a rock solid ISP I would just like to pay the price that is offered to new customers on the website

@sarahrykers Can I speak to someone in the retention team that actually would listen to me? The guy I spoke today was having a off day or should find a new job doing something else

I do not want a new TV or fridge with my broadband connection these offers do not interest me from other ISPs

michaelmurfy

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#2925450 11-Jun-2022 22:42

2degrees are a solid ISP and to me price isn't everything.

I understand that when I joined 2degrees, and for many years after I have gotten some deals thrown at me and I am thankful about this. But how I see it, costs have gone up for providers and Chorus has raised their wholesale pricing while also "forcing" providers to move to 300Mbit plans which makes the ISP's network busier resulting in more investment needed for their own network. We've already seen Voyager raise their prices for this reason.

This sort of behavior happens everywhere - Sky, other providers including mobile providers and in the banking industry with home loan rates. I see that 2degrees are offering half price mobile for 6 months for new customers but honestly I'm not going to phone up and demand it for the same reason I am not going to phone up and demand the discounted new customer rate.

I'm happy paying what I am now and being out of contract - there is still some uncertainty with the 2degrees merger in terms of their network and I'd rather just be free to shift where I want right now in case they suddenly turn into a terrible provider for example... 2degrees are a business, they're going through a merger and their staff are likely a little stressed out because of this also. Just give their staff a break for now as they may just be adhering to business rules while the merger is in progress.

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nztim

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#2925451 11-Jun-2022 22:52

I have just come out of contract with Sky Broadband (Can’t believe its already been a year)

Not going to lock in again or switch at this point as who knows what is happening with 2D/Vocus network merge

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

jonathan18

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#2925473 12-Jun-2022 07:11

By way of contrast, I rang 2D on the same matter earlier this week and had a much better experience. Phone was answered fairly quickly (2-3 minutes) and the CSR was absolutely fine to deal with. In my case, I wasn’t wanting to stay with my current plan (900/300, or whatever it is) as, since I signed up for the current contract, 300/100 has been released which is fine for us. They offered me $10 off the $89 monthly charge, which I thought was ok. Still thinking of shifting due to CGNAT, as otherwise would need to pay $10 a month for static IP - thinking about it, I may see if they’ll restore the free static IP for that year under contract, as otherwise I really don’t see the need to move. Yeah, I don’t think service is quite what it was in earlier days, but given the context that’s understandable. Most crucially, it’s a reliable service…

RunningMan

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#2925484 12-Jun-2022 08:18

Linux:[snip]

I would just like to pay the price that is offered to new customers on the website

@Linux this is the key point right here. Assuming the new deals are not loss leaders (and I can't imagine there is sufficient margin to do that), why on earth do they not give existing customers the same offer? The perception/optics is terrible from the existing customer point of view and most will treat it like a slap in the face and walk, much as your reaction was. If nothing else, the perception is it is totally against the kiwi expectation of businesses acting in a fair and reasonable manner.

Even Vodafone, with their reputation of particularly poor recent customer service, are making contact with customers to put them on cheaper plans that better suit the customer's needs.

EDIT: As for price rises, nobody likes them, but people understand inflation. It's the perception that being an existing customer means you get a lower class of treatment that's the issue.

JasonParis

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#2925494 12-Jun-2022 09:29

Bung:
Eva888: A few days ago I received an email from Vodafone. One piece impressed me very much. That the CEO Jason Paris would personally give his email out at the end. Copied below ... Thanks to everyone who got in touch with feedback and suggestions following my last update. I read every response and tried to personally respond to all of them.

Do you really think that the best use of a CEO's time is reading and responding to every email? Maybe there's a team of people called either Paris or Jason who deal with complaints. If the CEO does read every email himself they'll never stop.

Morning. It's my job to know what is happening within the business, and the best way to do this is to hear directly from our customers. It is a massive time commitment, but it's been a great use of time to date and has helped me shape our strategy, priorities and investment profile.

Cheers

Jason Paris

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#2925495 12-Jun-2022 09:31

cokemaster:

My friend and I each had a very similar experience with 2 Degrees regarding prices going up after contract expiry. This is almost a carbon copy of it, including the wait times.

Completely agree @Mehrts. If providers value acquisition over retention, so be it. However, so far my journey with Vodafone with JP at the helm has been very positive, I have recently been 'right planned' by an awesome NZ team lead and I'm extremely happy with the experience (so much so, I brought another connection across... 9 on account and counting).

Brilliant - that's our plan. Our focus shouldn't be on attracting new customers, it should be growing our relationship with our existing customers by looking after them brilliantly. It's the best way for us to run the business and the best marketing that we could ever have his existing customer advocacy.

Cheers

Jason Paris

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#2925497 12-Jun-2022 09:35

Linux:

@cokemaster I agree with @jasonparis active on Geekzone the thought has crossed my mind this afternoon about moving my Fibre connection to VodafoneNZ

Do it...you know you want to....and you have your own personal account manager here to help. jason.paris@vodafone.nz

Jason Paris

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#2925498 12-Jun-2022 09:37

RunningMan:

Linux:[snip]

I would just like to pay the price that is offered to new customers on the website

@Linux this is the key point right here. Assuming the new deals are not loss leaders (and I can't imagine there is sufficient margin to do that), why on earth do they not give existing customers the same offer? The perception/optics is terrible from the existing customer point of view and most will treat it like a slap in the face and walk, much as your reaction was. If nothing else, the perception is it is totally against the kiwi expectation of businesses acting in a fair and reasonable manner.

Even Vodafone, with their reputation of particularly poor recent customer service, are making contact with customers to put them on cheaper plans that better suit the customer's needs.

EDIT: As for price rises, nobody likes them, but people understand inflation. It's the perception that being an existing customer means you get a lower class of treatment that's the issue.

ahem - now best ever service since records began, 100% of our business call center back in NZ and the majority of the rest on their way...but still a long way to go before we are nailing it. Customers (rightly) have long memories - so we are going to continue to need to really lift our game and become remarkable to win some of our old customers back. That's the plan.

Jason Paris

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#2925501 12-Jun-2022 09:38

Eva888:
Linux:

@cokemaster I agree with @jasonparis active on Geekzone the thought has crossed my mind this afternoon about moving my Fibre connection to VodafoneNZ

A few days ago I received an email from Vodafone. One piece impressed me very much. That the CEO Jason Paris would personally give his email out at the end. Copied below*

*Kia ora

I hope you are well and have had the opportunity to re-connect with family and friends as travel and border restrictions continue to ease and take advantage of some awesome Vodafone roaming deals. I'm looking forward to finally seeing a Vodafone Warriors game on home turf next month, and hoping it improves their luck this season!

Here at Vodafone New Zealand, we remain totally focussed on things closer to home, which means keeping you connected, expanding our mobile coverage across Aotearoa New Zealand, giving you great value and continuously improving the service you get.

Thanks to everyone who got in touch with feedback and suggestions following my last update. I read every response and tried to personally respond to all of them. Three clear themes emerged, and I wanted to let you know what we're doing on each of them:

Better Connectivity
No surprises that keeping you connected was your number one concern. We're investing hundreds of millions in a better, smarter, network to do just that. Last year we upgraded our mobile network across the country, with over 400 upgrades and 165 new sites providing more 4/5G.

We've continued at pace this year, bringing 4/5G to sites from Kaeo in Northland to Gore & Invercargill in Southland, and everywhere in-between, including 27 sites in Hamilton alone – with heaps more to come.

All of this hard work and investment is paying off and we were recently recognised as the best mobile network across Aotearoa New Zealand by independent global leader in mobile testing, Umlaut. Their report also found Vodafone had the highest performance in major cities, towns and roads; Vodafone customers in major cities enjoy the best browsing and YouTube streaming experience, and Vodafone provides the best overall voice experience.

However, we know we have a lot more work to do – and we are onto it!

Better Communication
You also told me that sometimes you still face challenges trying to talk to Vodafone. We want to provide you with an easy experience regardless of where, when and how you want to interact with us.

We have already made some big moves on service improvement over the last 12 months, bringing our business call centres back to New Zealand, as well as taking a hyper-local approach to SME by creating local account teams right across the country.

These changes have seen our call wait times reduce to an average of just 85 seconds. However, we know too many of you are not getting the help you want fast enough, which is why we are expanding our hyperlocal approach across all of Vodafone, bringing most of our offshore service roles back to Aotearoa, as well as hiring more people in regional New Zealand towns and cities.

We are also super excited to be launching our very first 'Hyperlocal' Service Hub in Manukau this month. These hubs mean we will have even more of our people in your local communities who have that all important local knowledge and will be able to understand and solve your issues and connectivity needs first time.

We have also recently announced the buyback of our retail stores, which were jointly owned with a partner, and are now 100% Vodafone owned. In bringing our retail under full Vodafone ownership, it will help ensure customers get a consistently great experience no matter how they choose to contact Vodafone, be it in-store, on-line or on-call.

Doing it tough
Finally, I received many humbling emails sharing stories about kiwis doing it tough right now. I know that many are feeling the pinch on cost of living whether it's at the pump or the supermarket and our team have been looking at how we can help ease this pressure.

Broadband is now an essential service whether it's for working, learning or keeping the family entertained. We don't control all the costs for these services and have been advised by some local fibre companies of an increase in costs for retail providers like Vodafone to access fibre. Companies like Chorus, Enable, UFF and North Power will all be charging more for fibre and copper services in 2022.

We do control the costs for services that are provided using Vodafone's own network, such as our Wireless Broadband service, or the HFC Broadband service (available in parts of Wellington, Kapiti and Christchurch). I'm pleased to commit to you that Vodafone will not be increasing the prices on Wireless Broadband or HFC for at least the next 12 months.

In addition, we continue to offer the lowest Pay Monthly Endless plan in market and we're looking at ways to make it cheaper and easier to connect with us. More to come on that later in the year.

It was amazing to be able to bring Vodafone back to New Zealand in 2019 and as you can see, this means that we are focussing and investing 100% of our time and money on New Zealand and on the things that are most important to you.

I'm very excited about the network and service improvements we are making. I'll be in contact later in the year with more details of even more exciting customer initiatives.

As always, please feel free to email me at Jason.paris@vodafone.nz. I'm happy to help.

Ngā mihi

Jason Paris
Jason Paris
CEO

Always here to help! JP

Jason Paris

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