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Topic # 89976 12-Sep-2011 21:20
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Dear 2degrees,

I was setting up an account for a friend recently and was struck by what I see as an oddity in your system.

My friend only receives the odd call sends SMS messages; she tops up up ten dollars each month and snaps up your great SMS package.

I thought it would be an excellent idea to set her up with a monthly automatic top up so she could set the pack to renew each month and the top up each month so she'd be able to set and forget it.

Unfortunately, the minimum top up for your site is twenty dollars. I can understand this, credit merchants are bastards :P

What I found odd was the lack of flexibility in your regular top up system. A perfect work around would be allowing perhaps a single month, two months or six month range. This would allow your customers the ability to top up once every 'X' months rather than every month.

As it is currently, none of the people using your SMS package alone can also make use of your automatic top up system; being that they would top up twice the minimum amount each month. This seems like a significant oversight being that you are the market leader when it comes to value SMS packages and must pull quite a portion of the market due to that.

Kind Regards,
1080p 

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  Reply # 520188 12-Sep-2011 21:32
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Another great idea would be the ability to select the balance that triggers an auto top-up - I'd love to set it at (say) $10 so I know I'll always have enough credit for my $6 data pack to rollover. That said, I see 2degrees have changed when the warnings about data packs running low are sent - so perhaps other people have suggested it but making this change is difficult.

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  Reply # 520191 12-Sep-2011 21:34
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Hi 1080P - perhaps your friend might want to setup a standard Auto Topup rather than a Monthly Auto Topup.

This would mean that their phone would only be topped up once the balance went below $2.50

I do like the suggestion of the bi-monthly or even 6 monthly auto topups!
 

 
 
 
 


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  Reply # 520244 12-Sep-2011 23:06
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IMHO The problem with letting someone auto-top up the value of the text package only is they are less inclined to spend money on calling and other services. If you top up twenty dollars you might be more inclined to make that extra call or buy that data pack on a whim...



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  Reply # 520347 13-Sep-2011 10:30
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I have considered the standard automatic top up. Unfortunately she has an odd amount ~$5 already credited to her account that she'd like to keep for a call in case of an emergency.

In this case an amendment like what nicks suggested would be perfect. It is all about being able to control your balance which at this time is a very difficult thing to do with this system.

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  Reply # 520349 13-Sep-2011 10:36
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nicks: Another great idea would be the ability to select the balance that triggers an auto top-up - I'd love to set it at (say) $10 so I know I'll always have enough credit for my $6 data pack to rollover. That said, I see 2degrees have changed when the warnings about data packs running low are sent - so perhaps other people have suggested it but making this change is difficult.


Because of the way that the triggers work in the IN, it's not possible to have a custom trigger for each subscriber. What we can do is offer a limited set of options to choose between (say, $2.50, $5, $10). The capability to offer a $5 threshold is already there - it needs to be exposed to the self care channels. Your best bet is to complain to customer care if you would like this enhancement.

Although we do read Geekzone, it's not quite the bellwether for 'average Joe's' opinions that a lot of geeks like to think it is. :-)

Edit: speelng.




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These comments are my own and do not represent the opinions of 2degrees.


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  Reply # 520519 13-Sep-2011 15:42
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SaltyNZ: 
Because of the way that the triggers work in the IN, it's not possible to have a custom trigger for each subscriber. What we can do is offer a limited set of options to choose between (say, $2.50, $5, $10). The capability to offer a $5 threshold is already there - it needs to be exposed to the self care channels. Your best bet is to complain to customer care if you would like this enhancement.


What would be brilliant is not a custom trigger but some way of working out when a pack purchase fails that the customer has auto top-up on... so that when my $10 data pack purchase fails, the system notices that auto top-up is turned on and does an auto top-up and retries the data pack purchase.  This would solve all my problems.



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  Reply # 520695 13-Sep-2011 21:36
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Cheers for the tip on the $5 possibility, I'll ask about it :)

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  Reply # 521353 15-Sep-2011 10:24
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Thanks for the feedback.

We appreciate your comments and are aware of the requests for this service (and others), we're always looking at ways to improve our services. Comments like this are 'sent upstairs' and we try to respond to customers wishes when possible.

@deadlyllama - if you PM your MSISDN I'll look into why the pack failed to renew. By setting a MATU the day before expiry should mean there's always enough on the account to pay for the data pack - http://www.2degreesmobile.co.nz/prepay/topping-up/auto-top-up.

^POB

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  Reply # 521510 15-Sep-2011 15:16
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2DegreesCare: Thanks for the feedback.

We appreciate your comments and are aware of the requests for this service (and others), we're always looking at ways to improve our services. Comments like this are 'sent upstairs' and we try to respond to customers wishes when possible.

@deadlyllama - if you PM your MSISDN I'll look into why the pack failed to renew. By setting a MATU the day before expiry should mean there's always enough on the account to pay for the data pack - http://www.2degreesmobile.co.nz/prepay/topping-up/auto-top-up.

^POB


Oh, I'm not on MATU, I'm on "auto topup when your balance is low".  Packs ($10 for 100MB) haven't renewed when my balance was > $10 but < $2.50.  Although it sounds like that "$2.50" figure will be changeable soon which will semi-solve that problem.

Also, trying out Google Music Beta on a 100MB cap is a bad bad idea, it chews through the megabytes even when you're not using it. 

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  Reply # 521570 15-Sep-2011 16:37
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deadlyllama:
2DegreesCare: Thanks for the feedback.

We appreciate your comments and are aware of the requests for this service (and others), we're always looking at ways to improve our services. Comments like this are 'sent upstairs' and we try to respond to customers wishes when possible.

@deadlyllama - if you PM your MSISDN I'll look into why the pack failed to renew. By setting a MATU the day before expiry should mean there's always enough on the account to pay for the data pack - http://www.2degreesmobile.co.nz/prepay/topping-up/auto-top-up.

^POB


Oh, I'm not on MATU, I'm on "auto topup when your balance is low".  Packs ($10 for 100MB) haven't renewed when my balance was > $10 but < $2.50.  Although it sounds like that "$2.50" figure will be changeable soon which will semi-solve that problem.

Also, trying out Google Music Beta on a 100MB cap is a bad bad idea, it chews through the megabytes even when you're not using it. 


Agree, but in the meantime, I would advise to set up a MATU so when the pack does expire you'll have the funds to renew and keep an eye on your balance in Your 2degrees in case it's running low before the expiry date.

^POB  

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