Ben Boyle lives here!

Big pain in the Pond

Today I got bill shock. Well, not bill shock exactly. More like, quota shock. Here's my email to BigPond's contact us form.

I wish to make a number of complaints.

I am a wireless customer. I have just reached the end of 12 months so the price for all plans has doubled. Due to situations explained in this email, I am set to embark on this second year paying $90 for 2.5 GB for this first month. I am extremely unhappy.

Complaint #1: I wish to complain about the high prices. At half price, the plans were at the high end of broadband pricing. At regular price, now, they are ridiculously high.

I have limited choice in broadband provider. ADSL is unavailable at my residence, due to a technology blocker (pair gain). Telstra have not fixed this in the years I have lived here (since 2000) and BigPond profit as a result by charging a premium for wireless broadband. Complaint #2: pair gain system still limiting my choice in broadband. Complaint #3: BigPond not offering discounts to customers suffering due to technology limitations with Telstra infrastructure

So having just entered the second year as a BigPond customer, knowing this would cost more, I switched down to the 5 GB plan. Someone at your end chose this time to link my BigPond and Telstra mobile accounts, with the result two days were shaved from my last month (ended yesterday, 24 October). Complaint #4: don't merge accounts (for simplicity on your end) at the customer's expense.

Because of this account merge, my usage meter — which I check regularly — was saying the monthly period was September 27 to October 25. I assumed this was inclusive and today (25 October) learned it was not. Thinking today would be my last day before changing to the 5 GB plan, I left Steam to download a new game. This morning I learned that 2.5 GB has already been consumed from my new (5 GB) quota. I hoped it would download the files from the (unmetered) gamearena steam server. Apparently this was not the case. Complaint #5: get the gamearena steam server working so customer's can benefit from unmetered content.

All of this has made me very disappointed with the service. Can you do anything to help me? Here's a summary of those complaints and the actions I would like to see in response.

Complaint #1: I wish to complain about the high prices.
Action: please offer better prices!

Complaint #2: pair gain system still limited my choice in broadband.
Action: remove the pair gain (or please explain to me why I suffer pair gain, and when — if ever — this situation will be resolved!)

Complaint #3: BigPond not offering discounts to customers suffering due to technology limitations with Telstra infrastructure
Action: offer me a discount! Broadband costs me so much more because of this pair gain :(

Complaint #4: don't merge accounts at the customer's expense.
Action: don't shave days off account/quota, add days on. Make this a win:win situation for customers, not an opportunity to steal a few more bucks.
Action: reset my quota for October-November. I lost 2+ GB because of you ended the last billing period prematurely. Don't make it cost me this month's quota.

Complaint #5: get the gamearena steam server working so customer's can benefit from unmetered content
Action: Unmetered content is used as a major selling point on BigPond, start delivering on the promise! I've read gamearena can't control the steam server. I don't care about excuses. Fix it!

In much anticipation of your reply, by which I will judge whether I can remain a BigPond/Telstra customer. Between my wife and I, we have 2 iPhones, a home phone and Internet. We've taken it all away before and can do so again — it's painful though. Here's a prime opportunity to help a customer and win some loyalty.

Hoping you can offer us a reason to stay.

With Left 4 Dead 2 (another big download + gaming time) due out 17 November, I hope something good happens to allow me to enjoy the Internet. $90 a month for 5 GB though, it's just too expensive. Is it time to move house? Somewhere with broadband, like say, California?

Labels: broadband, customer service, tiny rant

•  andrew said:

  That's the pits. I'm sorry to hear it. I hope Telstra take some action to rectify this for you. If not, let me know, I can bring you the files later in the month.

• The chance for comments is gone. Shame, 1 is never enough.

Rejoice! GST cancelled!

Today I received the scoop from the ATO (Australian Taxation Office): Notice of cancellation — goods and services tax (GST).

No more GST? You’d think that would be bigger news, but there was nothing on TV. Just this personal letter. Well, not too personal. I was greeted as “Dear Sir/Madam”. But it was addressed to me by name — in fairness, as a sole trader, that may be my “registered business name” which only coincidentally happens to be my real name. Oh wait. I see this cancellation thing only applies to me.

• You are not carrying on an enterprise
• You cannot be registered for GST
• We have cancelled your Australian business number (ABN)
• The cancellation is effective as of 11 August 2008
• If you are not satisfied … you may request a review. A fee will usually be payable. Your application must be in writing, setting out the reasons for your application and be lodged with the AAT within 28 days of the date of receipt of this notice.

Whew. Some of that was in a second letter. Cancelling my ABN. On my birthday. They only issued the noticed on 5 September and I only received it today. (Perhaps it was nice to not receive this on my birthday?)

Wow. Seems I haven’t worked since June 2006. That’s worked as a sole trader mind you, I’m still happily employed at Smart Service Queensland where I work to make user interfaces — and thus customer experiences — better. Which brings me to Tim Turner’s interesting work on government market segmentation. It describes four different market segments for government organisations. One segment is subject relationships.

The ATO have got this down pat. Australian business and taxation are their jurisdiction. They got the law on their side and they tell you how it is. Even if it is a month after the fact.

If you need to design a “government to subject” user experience, take note:

1. Apply the rules without informing the subject, as is your right.
2. Give the subject a token notification afterwards.
3. Do not address the subject personally: Dear Sir/Madam is appropriate.
4. Tell the subject how to appeal the application of rules, but warn them that they must pay for the privelege! To reiterate: do the thing, and then explain appeals. Don’t ask before doing!
5. Specify a different appeal process per rule applied. All appeals must be in writing, but they can go to different recipients. They are likely to be treated as entirely separate cases.
6. Remind subjects of other (potential) outstanding obligations. This is a blanket warning. Do not personalise to the subject’s circumstances.
7. Use “must” and “have to” a lot.
8. Do not engage in communication with the subject: no email or phone call, use the postal service.
9. Use a separate letter for each rule that has been applied (even rules that flow on from the application of previous rules).
10. Do not put your organisation name on the envelope, only a return address. Let your organisation name be known only when the letter is opened.
11. The letter must be signed (use a photocopied signature) by the highest ranking official within the organisation.

11 techniques to apply! Does this sound tongue-in-cheek? It isn’t supposed to. It's a list of observations from these letters that I feel effectively reinforced the “government to subject” experience.

Given I haven’t worked in 2 years, I really don’t need that ABN. And now I won’t have to fill out quarterly business activity statements. Nor request new digital certificates every time I rebuild my PC at home. And that is all good news! Woot :)

Labels: business, customer service, government, observations

•  Tim said:

  Ok, so the (academic) question here is: to what extent did the 11 things that they did actually differ from your expectations? Sure, on first principles, you might expect them to be more polite, more communicative, and even perhaps less rule-bound. But, really, you're a "subject" (as in 'subject of the crown' for those uninitiated to Ben's and my private wonder), of course they're going to treat you distantly, en-masse, and (in a word) efficiently.
  
  There's no doubt that the communication could be better framed, but wouldn't that just encourage a lot of ultimately useless questioning and hopeless attempts at appeals?
  
  Lovin' your work!
  
  :o)

•  Ben said:

  It absolutely is a subject relationship, so no shaken expectations at all. Maintaining a certain aloofness (perhaps "professional distance" is a better term) from subject seems appropriate. The ATO are at all times very consistent in this.
  
  Right down to the part where I didn't even expect to be hearing from the ATO about anything, yet don't question the appropriateness of such a letter to arrive. Subjects don't question the authority of the government I guess.
  
  Such a letter could not work in other segments. For customers and citizens, it would be unsolicited mail. In an established client relationship, the mail might not be unsolicited, but the contents of that mail - informing of an action without the consumer's prior knowledge and/or approval - that would be surprising. Surprising, as in not meeting expectations.
  
  But for subjects, all ok. Efficient eh?

• The chance for comments is gone. Shame, 2 is never enough.

Customer service disasters

August has been a busy month for us. Yes, in just one month we have enjoyed all this fun!

• I ordered 3 mobile broadband. I waited at home all day for delivery. Nobody turned up. I rang them and was told I had not supplied enough identification (even though I had filled out their arduous online signup form completely). I could scan and email (or fax) further identification, and then wait at home another whole day for delivery. No thanks.

• Our dishwasher played up. We called Electrolux to come and look. They couldn’t make an appointment time any sooner than two weeks later (two weeks washing dishes, ugh). The service guy got sick so they cancelled the appointment and rebooked for a time an additional two weeks later. We tried another company, Drac Services. They didn’t show up and told my wife she hadn’t been home when she rang to query. Turned out they’d gone to the wrong customer. Booked another time. Finally made it to our house a couple of days later. Five minutes to assess the problem ($70): motor burn out. Said it would be an easy fix, like pick it up and return the next day ($370). Didn’t pick it up until after the weekend. Didn’t return it for another two weeks after we rang to complain (twice). Charged more than $370 when additional GST slipped in there, even though we’d been told it was included in quote — which is their legal obligation. Haven’t paid them yet — hey, it has only been one week!

• Last week, twice the go card readers have flashed red when I ‘touched off’. I interpret this as not working, so I swipe the card again. Both times this has resulted in an extra $5 charge, followed by a call to Translink to get the money credited back to my go card. Which takes 10 working days. Too bloody slow, Translink. I’m still watching my go card account, where is my credit?

• Transferred a mobile phone, still under contract, to my wife. Ticked the boxes to transfer the commitment (new owner continues to pay contract). Billed $112 for “phone payout”. Three phone calls to Virgin Mobile to fix this. Standard answer from call centre staff is “We pass it on to the billing department. Call back in 10 days.” Oh, and of course, “No, you can’t talk to the billing department. We’re not allowed to do that.” On third call, ranted a bit. Threatened TIO and backcharging. Have been told it’s fixed. I am watching activity on my bank account very closely…

• The oyster light was not working in one of our four new ceiling fans. Electrician struggled to install them and recommended using a knife to prise off the glass covers. We couldn’t get the cover off to fix the light ourselves. Went back to Beacon Lighting to complain. Said they’d come check it that week. We called them the following week and they finally came around, and couldn’t remove the light cover without a hammer. Waiting on a replacement oyster light. Have light working with cover removed. Looks ugly.

• Decided to give Telstra a go for wireless broadband. After years of resentment that their landline quality is so poor we get substandard dialup and are blocked from ADSL. Worked out the maths and it is cheaper to bundle with a $20/month phone plan than buy BigPond wireless alone. Went into a Telstra shop yesterday to pick up a $20 plan. Seemed so easy until “We don’t accept 18+ cards as primary identification. We need your passport or birth certificate.” Stunned. Tried online signup for a laugh — where I learned they don’t even accept a birth certificate. It is impossible for me to identify myself adequately to Telstra online. However, I did note Telstra do accept a ‘Shooters License’. Tempting…

• Our washing machine was playing up. Still under (extended) warranty. Rang Horizon (Good Guys) and they can’t find our records. Washing machine broke yesterday — it does not turn on. Washing piling up quickly. You try it with a family of 6 (2 adults, 1 teenager, 3 kiddlies). Can’t call them until Monday. This is going to go well…

Labels: broadband, customer service

•  MuzeKez said:

  Oh bro..! So much bad customer service in so little time. :-( Sorry to hear that everything seems to be breaking / not working / not happening at the same time. I hope that it all gets sorted soon without too much more chasing up on your part. If I lived closer I'd come and pick up all your washing and do it for you!!

•  Ben said:

  Virgin mobile have billed me correctly. A good step.
  Telstra have replied to my complaint apologising for inconvenience (nice), wishing to retain me as a customer (nonsensical, I am not a current customer) and asking me to phone them (irritating).
  
  Mixed results there.

•  judygran said:

  My brother's carer rang me at 7.00am last Tuesday to tell me Robert had to have "all of his teeth removed". Took until Thursday afternoon to clarify with dental practice. Wondered why I was ringing. Said no such thing! This poor service is absolutely everywhere.
  Spent one hour in NAB last Tuesday trying to locate our property deeds. Last known place was with them at a branch they closed. Keep you posted.
  Sorry about the washing machine. Best buy a really big capacity, heavy duty one, and install a large Hills Hoist - the clothing ain't going to get any smaller!
  About the internet and phone - can't help you there.
  About Go Card - it's cheaper to buy an off peak ticket from the bus driver than to use the Go Card for off peak travel.
  Don't even start me about my employment!

• The chance for comments is gone. Shame, 3 is never enough.

Wiimote back in action

The bad news:

One of our wii remotes broke. The A-button stopped responding.

The ugly:

Nintendo said it would take them 20–25 days to even look at anything sent for warranty/repairs due to a backlog of work. Apparently a lot of people took their DS to the beach over summer. Note to everyone: sun, sand and surf fun for people, not so fun for electronic gadgets.

The good:

We got a replacement remote already! I only posted it last Wednesday so that was turned around in little more than a week. Less than a week if you allow for postage. Nice work Nintendo!

The disappointing:

I’ve always said service providers should overestimate when providing timeframes. A little conservatism allows time for the unexpected, or better yet, allows you to set and exceed expectations. Customers love it. What’s disappointing about this? In over two years where I work we have managed to consistently disappoint customers with inefficient service. Bummer.

p.s. 4 (Daniel really wanted to include that).

Labels: customer service, nintendo, Wii

•  Inspiral said:

  Good on you Nintendo!
  
  Everything Daniel related is brought to you by the colour purple or the number 4.

• The chance for comments is gone. Shame, 1 is never enough.