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# 140717 18-Feb-2014 16:40
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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?

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  # 989818 18-Feb-2014 17:26
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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.




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  # 989843 18-Feb-2014 17:59
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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.




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  # 989872 18-Feb-2014 18:37
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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.




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