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Topic # 87797 7-Aug-2011 15:50
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Signed up for the naked DSL plan - $55 a month, and can add data to the plan. All good, doesnt roll over like slingshot but with carefull planning should be able to have a minimal amount expire each month, and its cheaper.

Great I thought, looking at the pricing for snap

.

$70 per 100 gigs is the conclusion that I expect any reasonable person would get from this screen. Being that it says $70 for an additional 100GB of data, and at the bottom it says that I can top it up any time by going into my snap. So that to me means if I want 300 gigs, then it will just be 3x70 or $210 ontop of the $55 - so less than I pay slingshot for the same amount of data roughly each month.

But here is where they screw you over.. When you go to buy that extra data. look at this page!



Now it is $120 for 100gigs - thats almost twice the price I was quoted on the signup screen!

Apparantly this is not an error as ^AL on twitter has responded here

.



So anyway, they have promised to sell me data at one price, and then only after signup I have found that the prices provided were only for the "auto purchased" blocks, not the additional ones that you add when you run out. I can find no details of the prices for the additional datablocks anywhere on their site when looking at the home internet naked product, the only different prices are the business naked internet's data prices, which are not the same anyway.

What do you think? Gypped or not? Im going to make a complaint on monday about this, but it for sure is misrepresentation IMO.





Richard rich.ms

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  Reply # 502995 7-Aug-2011 15:57
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Reading it again, it actually looks like that 100GB at $70 is only available as part of the monthly plan. Any additional data would be at that $120/100GB price...

It would be good if there was some clarification on this though.
 




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  Reply # 502996 7-Aug-2011 16:00
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I dont really see how its any different from other ISP's, like orcon which let you choose the data per month than charge overage at $2GB



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  Reply # 502998 7-Aug-2011 16:06
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freitasm: Reading it again, it actually looks like that 100GB at $70 is only available as part of the monthly plan. Any additional data would be at that $120/100GB price...

It would be good if there was some clarification on this though.
 


There was nothing to indicate the higher pricing in the signup section, and IMO there is nothing to say that those prices are limited to one per month automatically purchased. I was planning on the $30 per 100 gig saving to go towards my purchases of the 3 nights of offpeak downloading during the month to make my total spend about the same as slingshot but with usable performance.




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  Reply # 503000 7-Aug-2011 16:06
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I don't think it would've been intentional, but it definitely needs clarification. I probably would have understood it the same way you had, richms.



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  Reply # 503001 7-Aug-2011 16:07
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RedJalapeno: I dont really see how its any different from other ISP's, like orcon which let you choose the data per month than charge overage at $2GB


They tell you about that before you have signed up, used it and then go to purchase an additional block.

Am tempted to can it and just stick with slingshot because of this...




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  Reply # 503004 7-Aug-2011 16:12
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The problem is that you can't see the additional gigage pricing without having an account. The way around it would be for Snap to publish their overage rates so that prospective customers can see it.




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  Reply # 503005 7-Aug-2011 16:17
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I have to agree with Richard on this - Snap appears to be being deceptive in it's offer and information. I've looked around the site, including the terms - and I can't find any way a prospective customer could determine what the top-up rates are, or even that they are in any way different to the stated data block rates.

As someone considering signing up to Snap (as Richard was a couple of weeks ago) there is absolutely no way to make an informed decision about the costs. I'd say this could easily be seen as making a false or misleading representation in regards to the price of a service for the purposes of the Fair Trading Act.

So what is Richard to do? He has terminated his services with one ISP and signed up with another based on a specific price expectation, which he has now found to be incorrect. I'd say at the least Snap should agree to sell him the data at the rate he reasonably expected it to be, and should make significant changes to their product pages to make the pricing clear (more than a tiny footnote too) so that others aren't similarly confused. Or better still actually make top-up blocks the same price as the primary data blocks.



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  Reply # 503007 7-Aug-2011 16:21
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No I havent terminated the connection with the other ISP, I still have it here because I cant deal without having internet, and was going to just run the slingshot connection as normal till I got complaint #2 and then disconnect it. The free backflip backup alone is worth keeping it for.

I have no doubt that it was misrepresented so I would be able to can it and not have to pay the contract termination fee and would gladly frontup to disputes if it came to that, but ideally I would like to get the service I was lead to believe that I was purchasing.




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  Reply # 503017 7-Aug-2011 17:00
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I am also with you on this one richms. Their pricing details and structure seem to be very misleading.
I am also with Slingshot and have considered shifting over to snap, but whenever I "test sign-up" on the snap site I am always left wondering about the situation of data over and above the allocated monthly cap.

If they made everything clearer, I may well have signed up a long time ago.


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  Reply # 503045 7-Aug-2011 17:56
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Well I have been looking at joining snap for quite some time now, and I was justr about to hit the signup button (along with a couple of my friends too) when I happened to browse these forums and saw this thread...
Needless to say I too like the OP thought that the data prices listed on signup "would" be what I would be paying for after signing up and wanting more data..

Very unhappy to find this information out, seems that Snap could be trying to pull the wool over peoples eyes by getitng them to sign up and then hitting them in the wallet with larger than advertised data topups..
Personally if I had signed up and found this information out afterwards like the OP I would be heading off to see my lawyer, this is clearly a case of misrepresentation...

I think for now I will be staying with Xnet, companies that hide Important information like this do not IMHO deserve to win those TUANZ awards that snap have been going on about...

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  Reply # 503051 7-Aug-2011 18:18
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I don't think that they did this intentionally, their new website has had numerous design issues, all of which accidental and due to a rushed release

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  Reply # 503052 7-Aug-2011 18:23
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Probably unintentional, but agree I appears a little underhanded.




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  Reply # 503054 7-Aug-2011 18:26
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RedJalapeno: I don't think that they did this intentionally, their new website has had numerous design issues, all of which accidental and due to a rushed release


I agree it is probably not intentional. But usability, good user experience and clarity are essential on low cost operations that rely on what's published on a web page to sell things...

 




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  Reply # 503058 7-Aug-2011 18:32
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Unfortunatly it is still very missleading...

I am with xnet and can set my cap at uncapped but still only pay for what I use.. - I thought looking at snaps "so-called" addon packs, that I could choose a small data allowance, and then just buy the $70 topups as I needed them, that way I would not have soo much go to waste every month since snap doesn't offer pay for what you use...
Seeing this thread has put a whole new light on things, losing a few bucks for not using your data is one thing, but the prices listed by OP for getting more data in the first place could make it very pricey indeed if you don't use all your data, not to mention the fact that you have to pay a hell of a lot more than initially lead to believe..
 

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  Reply # 503079 7-Aug-2011 19:33
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Design problems are no excuse for misleading information unfortunately. It seems quite likely that many customers have made the same assumption that Richard (and others here) have - and many of those people may not even realise their assumption is incorrect for many months until they have the need to top up their data.

The more I think about it, the more I think that Snap has an obligation to provide the data add-ons at the price it had to be assumed they would cost - in the absence of any other information the only conclusion it was possible to draw was that add-ons were the quoted costs for the initial plans. Basically that is has to be assumed that every customer has signed up with that expectation.

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