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View Full Version : OT: Slap in face for loyalty (Telecom)



|llus|oN
14-03-2004, 05:02 PM
Ok, so we all know the adverts on tv where Telecom is trying to lure back customers who have strayed from the fold by offering 25% off their toll calls for six months AND after six months of staying with Telecom $50 off their phone bill. Well having been one of the loyal ones who have never 'strayed' I wondered what they were going to give me. After a lenghtly discussion last night I was told they would give me the 25% off my toll calls FOR THREE MONTHS. "Yeah right!!" I thought and asked to speak to a supervisor. Was told "one would call me tomorrow (sunday) morning". No call by 3pm so I rang them, to be told that the 25% was already in effect and that it was for the full six months. No joy however on the $50 off the phone bill. Same answer from the supervisor who I FINALLY got to talk to.
Ok .... so if I want to reap the same rewards as the unfaithful the option is to BE unfaithful. Tomorrow I change to Telstra-clear, or another provider, for a week, then change back (unless they offer the same or better) and get paid the full amount for being a DISloyal customer. Makes a whole lot of sense doesnt it? NOT... What a way to do business.

Odin
14-03-2004, 05:47 PM
Telecom couldn't give a single toss about those that have stuck with them, after all why should they try to lure you back they are already getting the money from you. <Sarcasm> Most companies respect loyalty but not telecom. I am switching to another provider and intend to switch back just before the April 4th cut off then after six months I'll tell telecom where they can shove their call plans and switch again.

I know many people who have stuck with telecom for over a decade, despite being tempted many times to change they decided to remain loyal (myself included) and they feel that the advert by telecom is nothing but a kick in the teeth for all their years of loyalty. Well I say screw you telecom if that's the way you want to treat your loyal customers then I'll take what I can and then bugger off to another provider.

I also have no intention of ringing telecom and informing them of my outrage at their lack of respect for their loyal customers, because as far as I am concerned if they are to stupid to see if for themselves no amount of talking with them is going to make them understand. The only thing that will get through to them is the massive exodous of their loyal customers who have just been slapped in the face with a dead fish.

Winston001
14-03-2004, 07:11 PM
I have to agree. The problem is that the concept of loyalty has diminished in the general population. People shop around - why not you might ask?

Well there is no reason not to look and gain some knowledge of the choices. But where it goes wrong is that the same people (you and me) expect the local shop to offer free advice, sponsor club newsletters, and give our kids a holiday job.

We then decide to buy something and instead of buying locally paying normal retail, order online or drive to another city to do the shopping there.

This market view of the world is just natural to the bright new generation of management. Thus the Telecom people don't even think about loyal customers. Perhaps they actually think we are suckers.

We am lucky enough to pay three telephone companies (it was four at one time) between work and home. What a mess. I am convinced that we are paying twice at times but sorting it out is impossible. Unhappily the easiest and therefore the most straightforward choice is to return completely to Telecom. Which is why we've done nothing. X-(

mikebartnz
14-03-2004, 11:48 PM
>The only thing that will get through to them is the massive exodous of their loyal customers who have just been slapped in the face with a dead fish.
Are you realy surprised with a company like Telecom that they are prepared to give non loyal customers a better deal. That is why I left them back in the Bell South days

Odin
15-03-2004, 08:48 AM
Nope not really, but one can hope even in the face of adversity such as telecom :D

John H
15-03-2004, 09:26 AM
There is a certain irony in this topic being posted on a site run by NZ PC World!

I am not sure what the current state of play is because I haven't looked at a renewal notice since I last renewed my sub to NZ PC World, but when I last did a few months ago, a similar situation existed for "loyal customers".

If you were a new subscriber to NZ PC World, you received a free gift (from memory it was an FM radio).

If you were a loyal subscriber, not matter for how long, what did you get when you renewed your sub? As I believe the americans say, zip, nada...

Now we need another radio in this home like a hole in the head, but that was not the point - new subscribers get something extra, loyal subscribers are taken for granted. It does leave a bad taste in the mouth.

John

|llus|oN
15-03-2004, 12:31 PM
Ok ... the update: Rang telstra-clear and the nice lady (well they have to be dont they?) got me all signed up, no problems, at pretty much the same prices as I was gonna get from telecom INCLUDING their 25% discount for six months. Then just before I am about to hang up she throws out the baited hook. For the first two months all NATIONAL toll calls (not to cell-phones) will cost me no more than $1 each for up to two hours (as in they are 'capped'), no matter what time of the day. Now I have to think about whether its even going to be worthwhile bothering going back to telecom just to get a $50 rebate off my phone bill in six months time. I'm already guessing its not.

robo
15-03-2004, 02:42 PM
I know what you are all talking about, but humbly suggest we minimise vitriol and try to stick to the facts.
Winbacks from the opposition is a way to increase market share AND reduce the other guy's - so has a lot of appeal to marketers. What the heck, there's nothing stopping you from being a toll-carrier ****. I went to TCL because I got a Black Caps hat for my kids (I suppose I can go back now for the other deal). My toll bill is tiny so I don't care about who I use.

I am pretty sure most PC World promotions will apply to existing customers renewing (even before they are due to end, and they tack 12 months onto the existing). I have checked with subs and this is the case, renewing gets you in the draw and also when they are doing tools, etc, you get those. You don't want the radio, trust me.
I specifically recall similar equal treatment of existing subscribers/customers by the Listener, and some banks in their promotions and draws.
robo.

John H
15-03-2004, 02:52 PM
Thanks for clarifying that robo. I didn't want the radio, really! It was just the business ethics behind a promotion not applying to loyal customers and being taken for granted that I found hard to take at the time.

It looks like a different deal next time then :-)

Now my cellphone is with Vodafone, my ISP is Paradise, and I am moving closer to having a Linux-only environment, and

IF ONLY

Saturn had come to my suburb of ChCh I could have got away completely from both Telecom and Microsoft!

I don't want to get away from NZ PC World robo...

robo
15-03-2004, 03:12 PM
Glad to hear it, John, although some might argue PCW's local market dominance makes us an evil empire. I reckon the key thing is dealing with the big guy is okay if they earn/deserve your business. Nobody makes us buy things we don't need, but you can't really blame companies for products they offer that you don't want.
Windows Millennium comes immediately to mind in that class, there are plenty of other examples out there.
robo.

robsonde
15-03-2004, 03:35 PM
got to love competertion is the market :-)

I have been with saturn for over a year, very happy with the service and the price.

decided to see i if could cut a better deal.....

rang telecome to see what they can do for me if I went back, got an offer of %25 off tolls(not to cellphones) for 6 months and then a $50 credit.

rang saturn and told then what i had been offered.

they offered %10 off ALL tolls(including cellphones) and then $75 credit, plus a 1 month free line rental.

I never intended to switch back to telecom but just be spend 20 minutes on the phone i have cut a sweet deal.

POWER TO THE PEOPLE!!!!

more players in the market mean customers win every time.

John H
15-03-2004, 03:40 PM
True robo. I guess what I find most difficult is when an organisation has a monopoly or near to it, and then acts with the arrogance displayed by some who shall remain nameless - they appear to believe "they know best what we want", and there isn't much you can do about it because of their market dominance.

Companies that become the so-called "industry standard" or who have a monopoly on the local loop come to mind... NZ PCWorld is in a kind of different category - I don't HAVE to read a computer mag, whereas I have to have a phone, and client demand means I am compelled to work to the "industry standard" in the production of documents.

But hey, I am just a beached, anachronistic, socialist whale, so I am out of step with this Brave New World.

robo
15-03-2004, 04:57 PM
You don't work for the Commerce Commission, do you?
robo.

robsonde
15-03-2004, 05:04 PM
LOL

no , i just like to get a better deal on my phone :-)

~~~~~ s y ~~~~~
15-03-2004, 06:21 PM
Thank you, I have now got myself 25% too :D Stupid Telecom :p

Does this only cover national, international, and cellphone calls? We don't make any.. :(, but it's still a good feeling to tell someone off from the company you'd dump if there were other providers in your area....

robsonde
15-03-2004, 07:19 PM
i think every deal is diffrent......

I got %10 off all tolls from saturn.

telecom offered me %25 for natnal tolls only

if you want to know what you discount covers then it might pay to ring them back and ask.

Misty
15-03-2004, 07:50 PM
.....and here's me thinking that Windows Millenium is great !!!!

:_| :_| :_|

robo
17-03-2004, 07:37 AM
It's all happening. The Herald has instructions on how to get the discount for yourself as an existing customer. Front page news and everything.
robo.

Steve Askew
17-03-2004, 07:48 AM
Yep heard on the 7.00am TV1 news that the Telecom deal was also open to ALL existing customers that ring & ask for it.

Catch was they wern't going to tell you about it. Good on ya Telecom.
We had Telecom reps knocking on our door last week trying to buy us back.

Now I will have to ring telstra & see if they can convince me to stay :-)

Steve

Susan B
17-03-2004, 09:03 AM
Robo, you had better make this thread sticky!! :D

robo
17-03-2004, 09:20 AM
I think it will float around a while anyway, Susan.
It's become big news, but some of us heard it here first.
robo.

Susan B
17-03-2004, 09:40 AM
> It's become big news, but some of us heard it here first.

I hear just about everything here first. :8} :p :D

LMAO

godfather
17-03-2004, 11:01 AM
Response received from Telecom to email request for the offer to apply to existing accounts, made early this week:


Dear [....censored....]

Thank you for your request.

We certainly value our loyal customers and we are not trying to disadvantage or offend the customers who remain loyal to Telecom. As is the case with any business in any sector, competition remains a strong focus.

Telecom is not proactively able to undercut our competitors pricewise due to the Kiwishare agreement, so we are unable to offer these types of discounts to all of our customers. The discounts that we offer for customers who transfer to Telecom are just that, one off discounts as a thank you for choosing Telecom.

These discounts are generally for a limited time only and the standard direct dial charges are billed when the deal expires. This is no different to Sky TV offering free installations to new customers or Power companies offering $50.00 discounts to people who change from one company to their own.

The reward for loyal customers staying with Telecom is discounts throughout the year, special calling offers, Fly Buys, one bill, 24 Hour Faults service, superior customer service, an established network and advancing technologies.

I apologise if you somehow feel hard done by and assure you that we are always thinking of new ways to reward our existing customers, such as new competitions, cash giveaways, the opportunity to participate in the School Connection Programme, Quick Call etc.

As a gesture of goodwill for your continued loyalty to Telecom, I have added the 25% discount off toll calls from your home number for the next 6 months. At the end of this 6 month period, your tolls will be billed at the standard Direct Dial rates applicable at that time. You will be able to enjoy this discount as from today.

If we can assist you any further with this matter, or any other please feel free to contact Telecom on 123

We will be happy to help.

Yours sincerely


[...censored...]

For National Manager, Customer Services

Miami Steve
17-03-2004, 11:34 AM
There's nothing in that article about the $50 credit after 6 months. As I never make toll calls, the 25% is not much use. Does anybody know whether the $50 credit will be applied to ALL customers who register?

Cheers
Miami

karent
17-03-2004, 11:42 AM
Heard a Telecom manager-of-something-or-other on 11am news today saying the deal was open to all Telecom customers, and that they never meant to mislead anyone... The item went on to say that Telecom could stand to "lose millions". My heart bleeds.

godfather
17-03-2004, 11:56 AM
> There's nothing in that article about the $50 credit
> after 6 months.

You need to see the letter they were sent, and to put it in context they are saying clearly "no" to the $50

This is no different to Sky TV offering free installations to new customers or Power companies offering $50.00 discounts to people who change from one company to their own.

In that area they are correct.
When Sky offer something free to lure customers they don't give it to existing customers, and neither do power companies.

Glassman
17-03-2004, 12:16 PM
Just got off the phone to telecom asking for the same deal as new customers.

They gave me the 25% discount on toll calls for 6 months BUT they would not give me the $50 off the phone bill.

Odin
17-03-2004, 09:54 PM
No Comment :D :D :D

tedheath
17-03-2004, 10:16 PM
I don't make toll calls, I do voice calls on my computer. Total cost $12.00 for a microphone from Warehouse stationery.
So the 25% will make no diff to me. I guess the 25 % reduction they will lose will more than be made up by the traitors switching accounts back to Telecom.
I am a loyal Xtra customer but if I wasnt It would take more than $50 for me to change. Not worth the hassle whats $50? I can drink twice that on a night on the piss.


tedheath

mikebartnz
18-03-2004, 09:11 AM
What do you drink Glenmorangie.