Loyal customers not valued?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Loyal customers not valued?

mnz01

4 posts

Wannabe Geek

#157585 5-Dec-2014 13:27

I'm a bit disappointed with Orcon. I've been on a Genius plan for >3 years, most recently on an Unlimited. I'm now moving cities and have arranged a move to the new address with Orcon. They signed me up to the new $95 Unlimited ADSL plan with 1 year contract, but some some reason can't give me the first month off free, even though new customers get this under same contract conditions.

Is it just me or is this a bit unfair? I'm in half a mind to cancel the Orcon account and sign up to a new ISP. Others are offering a similar deal (similar price for unlimited with one month free). I know the point of the offers is to attract 'new' customers, but what it also means is that that it doesn't pay to stick with one ISP - you're better off constantly switching to take advantage of the 'new customer' deals.

lasc

11 posts

Geek
+1 received by user: 1

Trusted

#1189339 5-Dec-2014 13:31

If you move to new place with current plan it should not be a fresh contract.

mnz01

4 posts

Wannabe Geek

#1189345 5-Dec-2014 13:40

lasc: If you move to new place with current plan it should not be a fresh contract. Can you PM me your username

I opted for a new contract as it is (slightly) cheaper than the current one ($95 instead of $99) and I'm happy with a 1 year term at the new address. In other words, I signed up for the conditions that a new customer would get, but being an existing customer means I'm not eligible for all the benefits that a truly new customer would get.

FireEngine

1223 posts

Uber Geek
+1 received by user: 221

Trusted

#1189347 5-Dec-2014 13:48

mnz01:
lasc: If you move to new place with current plan it should not be a fresh contract. Can you PM me your username

I opted for a new contract as it is (slightly) cheaper than the current one ($95 instead of $99) and I'm happy with a 1 year term at the new address. In other words, I signed up for the conditions that a new customer would get, but being an existing customer means I'm not eligible for all the benefits that a truly new customer would get.

Nor can that new customer offer become effectively a free month for all existing customers. Sorry but they are the rules marketing put in place.

Regards FireEngine

corksta

2405 posts

Uber Geek
+1 received by user: 382

Trusted

Subscriber

#1189353 5-Dec-2014 13:50

I think you'll find it's a common theme amongst most ISPs - incentives and perks are generally only offered to new customers.

JWR

821 posts

Ultimate Geek
+1 received by user: 272

#1189380 5-Dec-2014 14:36

mnz01:
lasc: If you move to new place with current plan it should not be a fresh contract. Can you PM me your username

I opted for a new contract as it is (slightly) cheaper than the current one ($95 instead of $99) and I'm happy with a 1 year term at the new address. In other words, I signed up for the conditions that a new customer would get, but being an existing customer means I'm not eligible for all the benefits that a truly new customer would get.

I changed from $99 a month to the $95 a month without having to get a new contract. At least that's what they clearly told me on the phone.

mnz01

4 posts

Wannabe Geek

#1189398 5-Dec-2014 15:15

corksta: I think you'll find it's a common theme amongst most ISPs - incentives and perks are generally only offered to new customers.

Exactly - which means there is an incentive to continuously switch ISPs. Of course, in most cases every new customer one ISP gets is a lost customer for another ISP. As I said, I can probably get a better deal if I move to another ISP. I would have thought that a smart ISP would have an effective counter-offer for customers thinking of leaving.

Nor can that new customer offer become effectively a free month for all existing customers. Sorry but they are the rules marketing put in place.

If I was staying at my current address and expecting a continuous connection with the same ISP, I would agree with you. But in this case, I probably should have cancelled my connection at my old address and found a new ISP for my new address rather than bothering with the move.

Lego

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old3eyes

9158 posts

Uber Geek
+1 received by user: 1364

Subscriber

#1189402 5-Dec-2014 15:20

About 4 years ago when I moved house in Auckland when I was with Orcon I had to cancel my old connection and then re-apply for a new one at the new house as if I was a new customer and had to go thru all the credit check crap again even though I had been with them for 10 years previously. I don't remember having to sign up for 12 months though as I had my own modem..

Regards,

Old3eyes

Clima

130 posts

Master Geek
+1 received by user: 38

Lifetime subscriber

#1189418 5-Dec-2014 15:54

When I joined Orcon in March 2010 it was 30 days to terminate.

No contract..

Their catchcry was "Customers not Captives" !!

mnz01

4 posts

Wannabe Geek

#1189437 5-Dec-2014 15:58

Well, decided to cancel the move and cancel my account instead with >30 days notice. Not moving until January so have plenty of time to decide which ISP to use at my new address.

toejam316

1516 posts

Uber Geek
+1 received by user: 888

Trusted

Lifetime subscriber

#1189545 5-Dec-2014 18:38

Yep - just gave my notice and set up for MyRepublic to take over my UFB services a few days before my Orcon line will end.

I explained to the CSR that essentially my choice was lock myself in onto a 12 month contract for a $10 price drop on my month to month with Orcon, or lock myself into a 12 month contract with the 3-free months + router (That I own and can do what I like with), which all told adds up to around $500 worth of stuff. It's a bit of a no brainer.

Between the call center's inability to easily escalate things that need escalation, and the seeming lack of attempts at customer retention it's easy to make the choice.

Join Quic Broadband with my referral - no sign up fee and gives me account credit

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.