It seems to me that you are introducing some fat here.
Is it not the case that everyone has to pay somehow and everyone has to pay this $3.00 fee?
So, why don't you just increase your monthly plan rates across the board by $3 instead of trying to hide the additional cost as an extra fee? Is it so your advertised rates for service appear lower than the real cost that we pay? That sounds like the fine-print and deceptive stuff we are used to from our friends at Telstra and Dodo and not the straight-up, no-nonsense stuff we expect from Exetel.
While you're at it why don't you split out your monthly charges into Exetel admin component, electricity component, traffic component etc, etc??? It's the same logic. What's so special about the payment processing fee that gives it special status such that it gets to be separated off???? Honestly, whose policy is this? Could you please sack the marketing genius at Exetel who thought up this initiative, because that is the fat I am talking about. Is this person proud of such a crap policy? Were they hired from Telstra? Get back to being real guys.
Yes I will stick with Exetel. Yes I think you guys a good. Doesn't mean I have to like this little grubby policy however.
Everything you do matters. Either good or bad.
Please note: you can not reply to this email because you will never get it because I cannot reply to your e-mail and this is not an e-mail.
From: Exetel Notification [mailto:email@example.com
Sent: Friday, 7 November 2008 5:06 PM
Subject: Increase In Account Administration Fee
Exetel currently charges an 'administration fee' of $1.10 per monthly customer account to those customers who pay by credit card . currently customers paying by direct debit are not charged an 'account administration fee'.
This email is to give the contractually required 21 days notice(today being 7/11/2008) that from the 1/12/2008 (in 23 days time) Exetel will be increasing this 'account administration fee', on all accounts irrespective of whether they are paid by direct debit or by credit card, to $3.00 per customer account each month.
Should you consider this fee increase constitutes a significant variation in the terms and conditions of the supply of services to you by Exetel then you should make arrangements to transfer your current Exetel services to another provider prior to midnight on 19/12/2008 (in 42 days time). Should your service still be in contract there will be no contract early termination penalty if you elect to terminate your service on or before 19/12/2008.
This notice period, is in accordance with relevant Federal legislation (Telecommunications Act) & Industry Standards.
Exetel operates its business extremely efficiently by automating as much of its back end processes as is possible and by charging the absolute minimum it is able to for its services without incurring a trading loss. We have absolutely no 'fat' in either the staffing of our operation or in the pricing of any of our services and therefore have no 'reserves' to deal with adversely changing circumstances in the Australian economy and in turn how those adverse changes may affect our ability to continue to operate.
If it had been, prudently, possible to not increase this fee then we would not have done so. In our judgment, after a great deal of consideration and analysis, it is necessary for us to ensure we are able to continue to provide services at the levels we currently do in to the near and medium term future.
We also understand that no increase of price in a service is ever welcomed by any user of services. Should you decide it's in your best interests to change your Exetel service(s) to another provider we will be sorry to lose you as a customer and thank you for your custom and wish you every success with your new provider in the future.
Annette Linton, Steve Waddington, John Linton
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