Really disappointing service and customer retention

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Really disappointing service and customer retention - considering moving provider

DeepBlueSky

547 posts

Ultimate Geek

#150437 22-Jul-2014 20:47

Called this evening to query why my daughter's phone had run out of credit after being renewed around 2 days ago. Found out that the auto plan disconnect feature had dropped her off her prepay plus the day before, and she had used up her credit on Web surfing.

So after talking to the Customer Service Representative I was told buy another credit and upgrade back to the prepay plus, I asked as this was a timing issue less than a day could 2Degrees sort this out no sorry was the answer buy some more credit. I asked to talk to the supervisor and was told they are busy and they will call back but they will say the same thing (so why bother was the underlying intent)

As a long time 2Degrees customer one of the originals I'm really annoyed and disappointed at the service or lack there of seems like you changed into just another Telco, my wife is on a plan and I'm seriously considering moving all the family account's to another provider.

I'm waiting for a call back from the supervisor to see if there is a better answer than oh well that's unfortionate buy another prepay.

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3885 posts

Uber Geek

#1093929 22-Jul-2014 21:07

So if I understand correctly. The plan was not updated in time and expired. Your daughter used all the data purchased, and somehow that is all the fault of 2 degrees?

Lazy is such an ugly word, I prefer to call it selective participation

Inphinity

2780 posts

Uber Geek

#1093938 22-Jul-2014 21:27

scuwp: So if I understand correctly. The plan was not updated in time and expired. Your daughter used all the data purchased, and somehow that is all the fault of 2 degrees?

Sounds to me like an auto-renew plan didn't auto-renew, and thus usage was charged as casual not pack rates.

sdav

846 posts

Ultimate Geek

#1093945 22-Jul-2014 21:45

It sounds like there was not enough credit to enable the auto renew and rather than auto renewing just chewed through the data... I'm on the fence, cause it depends how the conversation went IMO. If you were demanding they re-instate it and came across as aggressive then I can see why they would get their back up but if it was put to them nicely they may have lost a chance to do good thing! I doubt you would have written here if they had sorted this though ;-P

scuwp

3885 posts

Uber Geek

#1093949 22-Jul-2014 21:52

sdav: It sounds like there was not enough credit to enable the auto renew and rather than auto renewing just chewed through the data... I'm on the fence, cause it depends how the conversation went IMO. If you were demanding they re-instate it and came across as aggressive then I can see why they would get their back up but if it was put to them nicely they may have lost a chance to do good thing! I doubt you would have written here if they had sorted this though ;-P

If the OP had enough credit and the renew was a fault on the part of 2 Degrees then fair enough they should make it right. If the customer did not ensure enough credit in time for renewal then that's the customers fault, and I don't see why they should rectify that.

Lazy is such an ugly word, I prefer to call it selective participation

DeepBlueSky

547 posts

Ultimate Geek

#1093956 22-Jul-2014 22:20

Hi Scuwp,
I understand your point of view; but to have a condition that auto reverts back after two weeks seems dodgy as, I bet a tidy profit is made out of lots of people who are not on the ball as it was my daughter's account yes she made a mistake but I query the 14 day revert condition why does it exist.

I have yet to be phoned back by supervisor, I'll leave it tonight.

FYI I never raised my voice to the CSE but I was firm after receiving such a blase attitude.

If nothing else this has focused me on looking at other options out there, I buy our phones so we are not hindered by contracts.

friendlymonkey

180 posts

Master Geek

#1093999 23-Jul-2014 07:45

I don't think it's dodgy. In fact it's pretty nice of them to give you a couple of weeks, it is prepaid. It's clearly spelt out in the pack terms & conditions.

itxtme

2102 posts

Uber Geek

#1094010 23-Jul-2014 08:50

scuwp:
sdav: It sounds like there was not enough credit to enable the auto renew and rather than auto renewing just chewed through the data... I'm on the fence, cause it depends how the conversation went IMO. If you were demanding they re-instate it and came across as aggressive then I can see why they would get their back up but if it was put to them nicely they may have lost a chance to do good thing! I doubt you would have written here if they had sorted this though ;-P

If the OP had enough credit and the renew was a fault on the part of 2 Degrees then fair enough they should make it right. If the customer did not ensure enough credit in time for renewal then that's the customers fault, and I don't see why they should rectify that.

I take it you dont work in customer services then? Customer retention is a good reason for common sense to prevail. Genuine accident, I am sure 2degrees will put this right.

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scuwp

3885 posts

Uber Geek

#1094052 23-Jul-2014 10:01

itxtme:
scuwp:
sdav: It sounds like there was not enough credit to enable the auto renew and rather than auto renewing just chewed through the data... I'm on the fence, cause it depends how the conversation went IMO. If you were demanding they re-instate it and came across as aggressive then I can see why they would get their back up but if it was put to them nicely they may have lost a chance to do good thing! I doubt you would have written here if they had sorted this though ;-P

If the OP had enough credit and the renew was a fault on the part of 2 Degrees then fair enough they should make it right. If the customer did not ensure enough credit in time for renewal then that's the customers fault, and I don't see why they should rectify that.

I take it you dont work in customer services then? Customer retention is a good reason for common sense to prevail. Genuine accident, I am sure 2degrees will put this right.

Good customer service does not mean bending over backwards to the whim of every customer and always saying yes. If they did that for everybody they would be out of business. All telco's will have conditions that the customer must agree to and comply with. Good customer service is making these clear, and making it easy for the customer to comply (e.g. easy ways to top up, reminders, 14 day grace period etc). I sincerely wish the OP all success and do hope that the provider comes to the party, but I do not see how the OP can trash the telco's service for something that ultimately boiled down to the customer not following the agreed terms.

Lazy is such an ugly word, I prefer to call it selective participation

Stress

48 posts

Geek

#1094059 23-Jul-2014 10:15

Correct me if I'm wrong but doesn't it take quite a while for those auto renew prepaid plans to drop off if you have no credit? I'd also recommend looking at the usage online to track why it happened. 2 Degrees is usually pretty good customer service wise but there has to be more to it.

BTR

1527 posts

Uber Geek

#1094075 23-Jul-2014 10:33

DeepBlueSky: Hi Scuwp,
I understand your point of view; but to have a condition that auto reverts back after two weeks seems dodgy as, I bet a tidy profit is made out of lots of people who are not on the ball as it was my daughter's account yes she made a mistake but I query the 14 day revert condition why does it exist.

I have yet to be phoned back by supervisor, I'll leave it tonight.

FYI I never raised my voice to the CSE but I was firm after receiving such a blase attitude.

If nothing else this has focused me on looking at other options out there, I buy our phones so we are not hindered by contracts.

Your daughter made a mistake and needs to learn from it, sorry but thats life. This isn't a 2D problem at all, if I forgot to pay my power bill and haven't sorted it by their grace period can I expect them not to add interest or late fees???

Why not take it as a good time to teach your daughter a life lesson.

DeepBlueSky

547 posts

Ultimate Geek

#1094076 23-Jul-2014 10:34

Hi Guys,
I'm not dwelling on this that was last night, I still don't agree with the policy to auto drop off in the light of day still seems dodgy in my eyes.

This has not been helped by the fact the promised call never eventuated, don't promise if you cannot follow through there is one caveat in that my daughter may get called today I'll check tonight.

If not then I will walk, I don't make empty promises it is a genuine stuff-up our end I didn't read the small print ether, but a Telco that does not care to help their customers talks to me even more they are not worth staying with, and thats what disappoints.

DeepBlueSky

547 posts

Ultimate Geek

#1094078 23-Jul-2014 10:36

She is getting a life lesson no working phone till next month. She would be happy to just carry on I'm the stubbon one and I pay the bills.

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1094109 23-Jul-2014 11:09

Hi DeepBlueSky

Please can you pm your daughters number (plus 4 digit PIN or name, DOB & address for authentication) so we can look into why it didn't renew, see how it was handled on our side and get someone to call you back, if you still wish.

If there was any failure on our side we'll definitely put things right. Just to confirm all Prepay Value packs should auto-renew if there is enough credit at time of expiry. If there was insufficient credit the Value Pack will go 'on hold' for 14 days, if you top up in that time it should auto-renew. Please note that the original renewal date (the date the pack was originally purchased) remains the same.

Setting a Monthly Auto-Top-Up for the day before expiry should make sure the auto-renews each month.

We also advise customers to monitor their balances which you can do online at Your 2degrees or from your phone using the *100# menu (free service whether you're in NZ or overseas) or our mobile app.

Cheers
^POB

DeepBlueSky

547 posts

Ultimate Geek

#1094155 23-Jul-2014 12:22

I'll PM you I don't know her PIN but will send you the rest. I know why it didn't auto renew we missed the cut off date by a day doesn't help when she didn't let me know.

My issue was the attitude I know its a stressful job been on the other side when I was younger but you need to do your very best for the customers not just it is what it is take or leave it.

Anyway I'll PM you and thanks for looking into this.

nakedmolerat

4629 posts

Uber Geek

Trusted

Lifetime subscriber

#1094169 23-Jul-2014 12:44

DeepBlueSky: I'll PM you I don't know her PIN but will send you the rest. I know why it didn't auto renew we missed the cut off date by a day doesn't help when she didn't let me know.

My issue was the attitude I know its a stressful job been on the other side when I was younger but you need to do your very best for the customers not just it is what it is take or leave it.

Anyway I'll PM you and thanks for looking into this.

There you go.

Missed by one day. This is not 2degrees issue at all.

I'm sorry but there is a limit to what a business can offer.

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