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Why does exetel choose to punish existing customers?

Posted: Sat Jun 02, 2018 8:54 am
by lonix
Price for NBN 50 plan is $59.99 for new customers, and $69.99 for existing customers.

In my opinion this is a terrible marketing move, you might win new customers, but you will lose existing customers.

I'm considering leaving for this discrimination!

I've been a loyal customer for nearly 10 years, ill be sad to go, but its what has to be done, sorry!

Re: Why does exetel choose to punish existing customers?

Posted: Sun Jun 03, 2018 7:03 pm
by KrishanK
lonix wrote:
Sat Jun 02, 2018 8:54 am
Price for NBN 50 plan is $59.99 for new customers, and $69.99 for existing customers.

In my opinion this is a terrible marketing move, you might win new customers, but you will lose existing customers.

I'm considering leaving for this discrimination!

I've been a loyal customer for nearly 10 years, ill be sad to go, but its what has to be done, sorry!
Hi there, As we escalated your query to our Residential Sales Department they have provided us the following response to provide you.

"Hi,

Please provide us your service number / Customer ID and your best contact number; so we will provide a response by tomorrow.

Sincere apology for any inconveniences caused.

Shannon
Sales Consultant - Residential Services"

Re: Why does exetel choose to punish existing customers?

Posted: Mon Jun 04, 2018 12:03 pm
by machine
I also would like to know the answer.

Reply on the forum where the question was asked.

AND, where do existing customers see the NBN plans available to them?

Re: Why does exetel choose to punish existing customers?

Posted: Mon Jun 04, 2018 12:10 pm
by machine
The way I see it......as do several of my friends that are also with Exetel ……

The loyal customers, many with 5+years are going to keep paying the high rate to subsidise the "new" members.

New members at no cost to Exetel.

Re: Why does exetel choose to punish existing customers?

Posted: Mon Jun 04, 2018 1:53 pm
by James
Or NBN Co give pricing to Exetel based on new orders, not existing orders?

Re: Why does exetel choose to punish existing customers?

Posted: Mon Jun 04, 2018 8:30 pm
by Chris T
I would think all NBN orders are new orders as ADSL connections have nothing to do with NBN Co. Am I missing something?

Re: Why does exetel choose to punish existing customers?

Posted: Mon Jun 04, 2018 9:28 pm
by James
If you are an ADSL customer, your price woudl be the same as a new NBN user.

Re: Why does exetel choose to punish existing customers?

Posted: Mon Jun 04, 2018 9:56 pm
by lonix
KrishanK wrote:
Sun Jun 03, 2018 7:03 pm
lonix wrote:
Sat Jun 02, 2018 8:54 am
Price for NBN 50 plan is $59.99 for new customers, and $69.99 for existing customers.

In my opinion this is a terrible marketing move, you might win new customers, but you will lose existing customers.

I'm considering leaving for this discrimination!

I've been a loyal customer for nearly 10 years, ill be sad to go, but its what has to be done, sorry!
Hi there, As we escalated your query to our Residential Sales Department they have provided us the following response to provide you.

"Hi,

Please provide us your service number / Customer ID and your best contact number; so we will provide a response by tomorrow.

Sincere apology for any inconveniences caused.

Shannon
Sales Consultant - Residential Services"
Sent you a PM

Re: Why does exetel choose to punish existing customers?

Posted: Mon Jun 04, 2018 10:51 pm
by KrishanK
Hi Leon,

This is to confirm with you that I received your private message and escalated with the Sales Department to contact you over the phone on the given mobile no. They will get in touch with you sooner as possible.

Re: Why does exetel choose to punish existing customers?

Posted: Mon Aug 27, 2018 11:22 am
by bjc
Chiming in late but I went through this bullshit also and have been with Exetel for 10yrs now.
I asked them "how do I cancel my current plan (which was over) and switch to one of the cheaper plans offered?" I got a reply that said they would prefer me to stay on the $109 plan (previously $89 until they raised it). That's all, didn't answer the fcking question so I replied again and got a reply back saying they'd expedite it because I have been a member for so long but then within 10mins of that email I received another saying they couldn't switch me as it isn't offered where I live so suck eggs!
Tired of their bull with regards to reps not speaking or understanding English, lack of transparency (outage in Qld, not where specifically) and that someone is onsite...on a Sunday night!? Give me a fcking break there is and if there is they're slower than it takes to get power back on after a cyclone!!!!

Currently looking for another nbn provider if anyone can tell who they've been with and liked? Exetel can go EADC.

Re: Why does exetel choose to punish existing customers?

Posted: Mon Aug 27, 2018 12:01 pm
by taniya
Hi,

please be kind enough to PM your service details so that we can get in touch with you and assist you further.