Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




12 posts

Geek
+1 received by user: 5


# 140717 18-Feb-2014 16:40
Send private message

It was exciting to read on Orcon's website that 'Our pencils are always sharp',  suggesting that Orcon is progressive and innovative, but a few phone calls later and their pencils are looking decidely blunt.    Since customer service has been outsourced to the Philippines, the reps seem able to read only from the script, anything not written in the blurb sheet can not possibly be discussed.   One of the customer service reps showed her lack of basic geographic knowledge when she assured me she was unable to connect my call to head office in Auckland, but if I'd wait she'd be happy to connect me to Northcote! 

The purpose of my call to Orcon's customer service was to request a modification to my current 30 GB ADSL Genius account.  My request was for a simple upgrade to VDSL.    It's plain stupid to pay for 80 GB data when we're using less than 10 GB used each month.  Why shouldn't one be able to have a significantly lower traffic cap at a significantly lower price while benefiting from technology we've had to wait so long for in NZ?   After all we're not all gamers, film-watchers and Facebook addicts. 

But no, such a challenging request is not going to see the light of day it seems.    The reason was not easily forthcoming.  After repeatedly failing to elicit any valid reason for such inflexibility, I suggested a couple of logical explanations and it was eventually agreed that probably it is the narrow-minded billing software that won't allow anything other than the couple of VDSL plans to be offered.   So the question arises:   why does Orcon not use the much-vaunted 'sharp pencils' to write software and a customer service script which will provide more flexibility for the consumer, instead of persisting with the corporate self-righteousness that has become so evident in many industries today?

Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3
1819 posts

Uber Geek
+1 received by user: 52

Trusted

  # 989783 18-Feb-2014 16:50
15 people support this post
Send private message

A pencil that is always sharp is a pencil that is never used.

1217 posts

Uber Geek
+1 received by user: 233

Trusted

  # 989784 18-Feb-2014 16:52
4 people support this post
Send private message

Hi Stan,
I've asked our Head of Marketing to respond to this, our product/plan decisions are decided there, not in our Call Centre as you can imagine.




Regards FireEngine


 
 
 
 


925 posts

Ultimate Geek
+1 received by user: 291


  # 989809 18-Feb-2014 17:22
2 people support this post
Send private message

61339: ...
The purpose of my call to Orcon's customer service was to request a modification to my current 30 GB ADSL Genius account.  My request was for a simple upgrade to VDSL.    It's plain stupid to pay for 80 GB data when we're using less than 10 GB used each month.  Why shouldn't one be able to have a significantly lower traffic cap at a significantly lower price while benefiting from technology we've had to wait so long for in NZ?   After all we're not all gamers, film-watchers and Facebook addicts. 


The single largest cost (to my knowledge) in providing DSL service is the charges paid to chorus for the line.  Bandwidth is comparatively cheap, so the step from 30GB to 80GB doesn't cost the ISP very much at all compared to the step from ADSL to VDSL.  Does any ISP provide VDSL service including a phone line for less than $85/mo?

5050 posts

Uber Geek
+1 received by user: 3773

Trusted
Lifetime subscriber

  # 989818 18-Feb-2014 17:26
9 people support this post
Send private message

61339: ... The purpose of my call to Orcon's customer service was to request a modification to my current 30 GB ADSL Genius account.  My request was for a simple upgrade to VDSL.    It's plain stupid to pay for 80 GB data when we're using less than 10 GB used each month...

Basically you are asking Orcon to create a new custom-made product, just for you.




Sideface


8650 posts

Uber Geek
+1 received by user: 2975

Lifetime subscriber

  # 989835 18-Feb-2014 17:42
7 people support this post
Send private message

if you use less than 10gb per month why do you even think you need faster internet?

$20 more a month for about 3x the speed down and 10x the speed up and 50gb more data and your complaining?

1217 posts

Uber Geek
+1 received by user: 233

Trusted

  # 989843 18-Feb-2014 17:59
6 people support this post
Send private message

Ok from our Head of Marketing:

"We saw how significantly people’s data usage grew with the rollout of UFB. There’s such a step change in usage that we wanted to encourage people to take a cap that wouldn’t offer bill shock, and would enable customers to get full use out of their premium service."

Now it is true that at the time we launched UFB we built a 30GB plan but the take-up was tiny so when VDSL was built we dropped that plan in favour of being able to offer Unlimited and 80GB plans at great value.

To be honest on VDSL or UFB you would go through a 30GB so quick you would almost certainly pay more than the $10 delta to the 80GB plan in overage before you could react to your data usage alert.




Regards FireEngine


xpd

Chief Trash Bandit
9698 posts

Uber Geek
+1 received by user: 1659

Mod Emeritus
Trusted
Lifetime subscriber

  # 989861 18-Feb-2014 18:14
Send private message

Feel free to take over my 5GB plan and pay the extra overage to take it up to 10GB ;)

But youd be paying more than you are now :)





XPD / Gavin / DemiseNZ

 

Server : i5-3470s @ 3.50GHz  16GB RAM  Win 10 Pro    Workstation : i5-3570K @ 3.40GHz  16GB RAM  RX580 4GB Win 10 Pro    Console : Xbox One

 

https://www.xpd.co.nz - Games, emulation, geekery, and my attempts at photography.     Now on BigPipe 100/100 and 2Talk

 

Emulation - The art of getting your $4000 PC to run an 80's system - and still fails.


 
 
 
 




12 posts

Geek
+1 received by user: 5


  # 989870 18-Feb-2014 18:33
Send private message

Jase2985: if you use less than 10gb per month why do you even think you need faster internet?

$20 more a month for about 3x the speed down and 10x the speed up and 50gb more data and your complaining?





Methinks you're missing the point by quite a margin.   My contribution is not intended as a complaint, but journalistic comment with a touch of humor (akin to Sideswipe in the NZ Herald) reflecting upon vacuous verbiage on a company website and what that company is willing to deliver in reality.    The cost of broadband in NZ is somewhat inflated (trying to be nice about being continuously rorted by proxy), so if my small comment results in better or even more flexible service to the hapless consumer, then it will have done its job.   If there is an element of complaint, then it is about the outsourcing of customer service.  

Strangest thing happened when intervening for an elderly relative with Vodafone ISP.     VF customer service had been outsourced to Egypt and I spoke to an expectedly well-spoken fellow who had been born in Egypt and, after being brought up in London, graduated from Canterbury University.  His accent and manners were delightful, quite royal.  As in the Orcon case, he was again mandated to follow a company script, however, when unable to address the issue, he willingly shared some of his life story before switching the call back to NZ.    The pleasant exchange quickly deteriorated when the local NZ VF customer service clerk came on line.   Ironically she spoke with such a thick Indian accent that I was unable to understand her, resulting in my having to start all over again.   Moral of the story:  Local is not always better. 

2866 posts

Uber Geek
+1 received by user: 686

Trusted
Lifetime subscriber

  # 989872 18-Feb-2014 18:37
3 people support this post
Send private message

interesting peoples expectations that companies should bend to what they need and when they don't get it the company is at fault.Companies need to make money thats why they exist, unless of course we go totally socialist and all the telco's are owned by the State then I would guess the threads like this would be more prevalent.

I think the explanation given is entirely reasonable the fact the call centre is in the Philippines has nothing to do with thread topic.




Galaxy S8

 

Garmin  Vivoactive 3




2866 posts

Uber Geek
+1 received by user: 686

Trusted
Lifetime subscriber

  # 989875 18-Feb-2014 18:40
Send private message

61339:
Jase2985: if you use less than 10gb per month why do you even think you need faster internet?

$20 more a month for about 3x the speed down and 10x the speed up and 50gb more data and your complaining?





Methinks you're missing the point by quite a margin.   My contribution is not intended as a complaint, but journalistic comment with a touch of humor (akin to Sideswipe in the NZ Herald) reflecting upon vacuous verbiage on a company website and what that company is willing to deliver in reality.    The cost of broadband in NZ is somewhat inflated (trying to be nice about being continuously rorted by proxy), so if my small comment results in better or even more flexible service to the hapless consumer, then it will have done its job.   If there is an element of complaint, then it is about the outsourcing of customer service.  

Strangest thing happened when intervening for an elderly relative with Vodafone ISP.     VF customer service had been outsourced to Egypt and I spoke to an expectedly well-spoken fellow who had been born in Egypt and, after being brought up in London, graduated from Canterbury University.  His accent and manners were delightful, quite royal.  As in the Orcon case, he was again mandated to follow a company script, however, when unable to address the issue, he willingly shared some of his life story before switching the call back to NZ.    The pleasant exchange quickly deteriorated when the local NZ VF customer service clerk came on line.   Ironically she spoke with such a thick Indian accent that I was unable to understand her, resulting in my having to start all over again.   Moral of the story:  Local is not always better. 



oh well I missed the point as well and took it as a complaint thread, silly me, I also missed the humor maybe I'm just a grumpy old man that needs to get out more 




Galaxy S8

 

Garmin  Vivoactive 3






12 posts

Geek
+1 received by user: 5


  # 989878 18-Feb-2014 18:44
Send private message

FireEngine: Ok from our Head of Marketing:

"We saw how significantly people’s data usage grew with the rollout of UFB. There’s such a step change in usage that we wanted to encourage people to take a cap that wouldn’t offer bill shock, and would enable customers to get full use out of their premium service."

Now it is true that at the time we launched UFB we built a 30GB plan but the take-up was tiny so when VDSL was built we dropped that plan in favour of being able to offer Unlimited and 80GB plans at great value.

To be honest on VDSL or UFB you would go through a 30GB so quick you would almost certainly pay more than the $10 delta to the 80GB plan in overage before you could react to your data usage alert.





Fair comment and many thanks your observations re data usage,  though I fail to understand why surfing habits would change so dramatically over a wide demographic.     It does seem that (open) competition in the ISP arena has so far not worked any better than it has for electricity.   Most providers offer very similar plans conforming to your observations.     Which like electricity points towards a monopolistic source able to capture virtually the entire market and impose an unmoderated wholesale price upon the majority of retailers.    Watch the lead up to the election;   the matter will likely be discussed with some heat,  then promptly forgotten afterwards.

5050 posts

Uber Geek
+1 received by user: 3773

Trusted
Lifetime subscriber

  # 989885 18-Feb-2014 18:49
Send private message

jeffnz: ...Companies need to make money thats why they exist, unless of course we go totally socialist and all the telco's are owned by the State then I would guess the threads like this would be more prevalent. ..

If telcos were "totally socialist" this blog would not be permitted. :)




Sideface


2866 posts

Uber Geek
+1 received by user: 686

Trusted
Lifetime subscriber

  # 989886 18-Feb-2014 18:49
Send private message

61339:
FireEngine: Ok from our Head of Marketing:

"We saw how significantly people’s data usage grew with the rollout of UFB. There’s such a step change in usage that we wanted to encourage people to take a cap that wouldn’t offer bill shock, and would enable customers to get full use out of their premium service."

Now it is true that at the time we launched UFB we built a 30GB plan but the take-up was tiny so when VDSL was built we dropped that plan in favour of being able to offer Unlimited and 80GB plans at great value.

To be honest on VDSL or UFB you would go through a 30GB so quick you would almost certainly pay more than the $10 delta to the 80GB plan in overage before you could react to your data usage alert.





Fair comment and many thanks your observations re data usage,  though I fail to understand why surfing habits would change so dramatically over a wide demographic.     It does seem that (open) competition in the ISP arena has so far not worked any better than it has for electricity.   Most providers offer very similar plans conforming to your observations.     Which like electricity points towards a monopolistic source able to capture virtually the entire market and impose an unmoderated wholesale price upon the majority of retailers.    Watch the lead up to the election;   the matter will likely be discussed with some heat,  then promptly forgotten afterwards.


Interesting thoughts mine are slightly different, in the last 5 years I've seen huge moves in pricing and data caps, in the last year alone I'm on a far cheaper rate with more minutes and data. I don't think you can draw parallels with Electricity market but happy to be corrected on this.

I don't think Telc's are making the huge margins your post seems to infer but again I may be wrong.




Galaxy S8

 

Garmin  Vivoactive 3




2866 posts

Uber Geek
+1 received by user: 686

Trusted
Lifetime subscriber

  # 989888 18-Feb-2014 18:49
Send private message

Sideface:
jeffnz: ...Companies need to make money thats why they exist, unless of course we go totally socialist and all the telco's are owned by the State then I would guess the threads like this would be more prevalent. ..

If telcos were "totally socialist" this blog would not be permitted.


hopefully we won't get to find out after this years electricians




Galaxy S8

 

Garmin  Vivoactive 3




1217 posts

Uber Geek
+1 received by user: 233

Trusted

  # 989895 18-Feb-2014 19:07
Send private message

61339: ...though I fail to understand why surfing habits would change so dramatically over a wide demographic.


When everyone was on dialup, page designers and content developers carefully sized images for quick download due to the VERY limited bandwidth available.

As connections get faster, designers design more for quality and experience as the connection speed is less of a limitation. So to put it simply, perhaps 1000% more data needs to be moved to your machine to load the Herald's webpage than even 3yrs ago...




Regards FireEngine


 1 | 2 | 3
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Scientists unveil image of quantum entanglement
Posted 13-Jul-2019 06:00


Hackers to be challenged at University of Waikato
Posted 12-Jul-2019 21:34


OPPO Reno Z now available in New Zealand
Posted 12-Jul-2019 21:28


Sony introduces WF-1000XM3 wireless headphones with noise cancellation
Posted 8-Jul-2019 16:56


Xero announces new smarter tools, push into the North American market
Posted 19-Jun-2019 17:20


New report by Unisys shows New Zealanders want action by social platform companies and police to monitor social media sites
Posted 19-Jun-2019 17:09


ASB adds Google Pay option to contactless payments
Posted 19-Jun-2019 17:05


New Zealand PC Market declines on the back of high channel inventory, IDC reports
Posted 18-Jun-2019 17:35


Air New Zealand uses drones to inspect aircraft
Posted 17-Jun-2019 15:39


TCL Electronics launches its first-ever 8K TV
Posted 17-Jun-2019 15:18


E-scooter share scheme launches in Wellington
Posted 17-Jun-2019 12:34


Anyone can broadcast with Kordia Pop Up TV
Posted 13-Jun-2019 10:51


Volvo and Uber present production vehicle ready for self-driving
Posted 13-Jun-2019 10:47


100,000 customers connected to fibre broadband network through Enable
Posted 13-Jun-2019 10:35


5G uptake even faster than expected
Posted 12-Jun-2019 10:01



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.