Nice One Orcon

Why is it that the little things are so hard? Why do I really dislike credit departments? Do you know how yours talks to your customers?

So today I got home after a long but great day at the office. I found a ‘letter’ from Orcon saying that I had 5 days to pay my overdue account or risk getting my phone and Internet disconnected. I previously took up the option to pay by American Express to make sure that it was always paid on time, along with my power bill.

I rang Orcon and their credit department answered way faster than their support help desk ever has, less than a minute! I gave them my details and said I had received the letter and the person on the phone (Philippines accent I think) responded with “and when are you going to pay it?” I was taken aback. As far as I knew, it was always paid on time by Amex.

It transpired that my Amex card expired at the end of July, but I never received the replacement that American Express subsequently told me they had sent. I didn’t receive anything from Amex asking why the card had not been authenticated, nor did I receive anything from Orcon saying the account hadn’t been paid. I spend over a thousand dollars a year with Orcon, so at least a response like “How may I help you?” Rather than “when are you going to pay?” might have been nice.

So Orcon, I paid your account, that I didn’t know was overdue, on my Visa and American Express will no longer get a commission on that monthly transaction.

If you know that’s how your ‘Accounts Receivable’ treat your customers, you should also know that they don’t like it.

The last company that spoke to me like that was GE Money, through which I once bought a Canon SLR camera on 12 months interest free and was about 5 days overdue (because I didn’t get a reminder note from them). That was about 5 years ago and I have never used them again and told lots of people who follow me, my story.

Maybe it’s time to shop around and see what packages your competitors are offering, Orcon….. I’m sure my blog and social media followers would welcome my opinion. For everyone else, if you use 3rd party call centers, it’s a good idea to check them out as a customer once in a while and see how they are representing your business, because they are your front desk, especially if you don’t have a bricks and mortar presence.

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Air NZ Customer Service

I was going to blog about 3D Bio-Plotting today and if this is of interest to you, bookmark or subscribe to the RSS feed. This is going to be a very exciting disruptive technology that has the potential to have a huge impact on our life expectancy and the health industry.

In my last blog I wrote about how John Donahoe, CEO of eBay has a good understanding of what business eBay is in and it isn’t helping people buy and sell things online, or about their recent purchase of Red Laser for comparison shopping.

I wonder if Air New Zealand really understand what their business is at times. If you read their Vision Statement and Guiding Principles, it doesn’t say anything about the travel experience, or about the social relationship with customers or being the facilitator of people’s dreams. In fact a lot that Air New Zealand does is about that, but at times they seem to lose track of that and of course their major focus is on delivering a dividend to their share holders. The bottom line is people do business with people, like me. Individuals who have feelings, not just bums on seats as they say in the hospitality business.

In What Would Google Do, by Jeff Jarvis, still one of my favorite books, this is what he says about airlines:

Air travel’s business model today is based on overselling seats, billing us for checking bags, charging us for pillows and pretzels and just about everything they can think of but air………………. Does that sound familiar. I know it is hard to run an airline profitably, but as someone who has traveled around the world at least a dozen times, there have been many years where I spent 4 months of the year travelling, I understand that traveling is stressful and tiring and little things like being stuck in transit at San Francisco Airport for 8 hours because the Air NZ counter doesn’t open till 90 minutes before the flight and they don’t have an interconnect deal with their partner Lufthansa can be frustrating. They don’t engender loyalty, which I can assure you cost them a lot of money from me from time to time. I have also declined the two invitations to take out an Air NZ Platinum American Express Card. Why would I support an organisation like that, which doesn’t put me first?

Anyway, I started this blog because of frustration over my latest experience with Air New Zealand. Now I have to say that all the people I have spoken to at their service center have been friendly and polite and helpful to a point. But they fall down on some simple things like detail.

So here’s what happened. Last year my wife an I booked flights to Sydney to attend a wedding in Hunter Valley. Prior to the wedding, we were told that my father in law had weeks to live as he had a recurrence of cancer that he was not going to beat. We had to cancel the flight for which we paid $944.20 including taxes and Air NZ said that due to compassionate grounds they would hang on to our money and allow us to rebook at a later date within 12 months, which we thought was reasonable.

I re-booked in January for a trip at the end of this month (I have flown with Air NZ a number of times since then including a trip to Rarotonga in October). I gave my credit card details for the $150 re-booking fee (for 2 of us). Yesterday I went to print off the tickets and organize travel insurance and there was no email. I rang the call centre to find out why and after being transferred and disconnected and waiting a while to speak to someone again, I was told that the flights had been cancelled because they hadn’t been paid for. I was flabbergasted. I gave her my credit card details on the spot, but on checking yesterday, my card account had not been debited. I have already paid in advance for accommodation and we had both applied for leave etc and made arrangements to meet friends over there etc.

Anyway, the nice friendly chap I spoke to went and spoke to his supervisor and apparently, they can still get us on the same flights, but it would now be more expensive for the transfer fee of the tickets. They wanted to talk to the call center person who arranged the booking for us and she is not back until Monday, so they will get back to me on Monday or Tuesday.

So here’s the thing. I have no certainty for one or two more days that I will in fact get those flights and I may have to pay more for my tickets than the extra $150 which in itself would mean that we are paying $1,094.20 for 2 return flights to Sydney from Auckland, at the same time that Flight Center is offering one way tickets for $79 plus taxes (including one bag) at their travel expo.

I can’t believe that the supervisor couldn’t have just authorized the deal on the spot and taken my credit card details once again. What does it cost them for their time to document the discussions, chase the previous consultant who I believed had booked my flights, confirm back to the consultant who I spoke to yesterday and then have him ring me on my mobile to hopefully tell me they will honor the arrangement we had made in the first place. My cost is of course stress for myself and my wife as to whether we will be on the flights booked, that we won’t lose the money we prepaid for accommodation and so on, and it certainly sours our anticipation of a nice little holiday.

On top of that Air New Zealand have had the use of just under a thousand dollars of our money for free for a year. Wouldn’t it have been cheaper and more expedient to just say, sorry, something has gone wrong here, we can’t explain it, but if you will give us your credit card details again, we will send you a confirmation email in around 15 minutes. We hope you enjoy your trip with Air New Zealand. Then I would be writing a blog saying how wonderful and caring Air NZ was, even after they had clearly slipped up. It’s been my experience that often its not the problem but the way it is dealt with that makes all the difference. Frequently when a company has a problem and deal with it well, they will end up with more loyal clients than they would have had if the problem had not occurred in the first place.

OK, I’ve had my vent and will let you know if Air NZ fix things for me or not.

In the meantime, what about your experiences with airlines. What do you think of their visions and their customer service? Do you feel they have a good balance between customer service and shareholder satisfaction? Are you loyal to a particular airline? Why?

The Trouble with Orcon

I note that many people are reading my blog about Orcon and the trouble I have had since I signed up, so I feel obliged to give you an update.

Things have improved to some degree, I frequently have days where my connection only drops out 1 or 2 times, but I am still experiencing dropouts, disconnections this week:

• Saturday 16
• Sunday 31
• Monday 27

I also noted that people have found me when searching about the 2 for 1 movie tickets for a year that were promised as part of the connection deal. Well I signed up 4 months ago and still haven’t seen them. If they do arrive, I hope they will still be valid for 12 months and not the remainder of the year. But at this stage I’m not holding my breath on ever seeing them.

I don’t know if it is because of the interleaving, but our Caller ID doesn’t work on the phone about 50% of the time, which is annoying.

My wife wants me to go back to Telecom and thinks I’m an idiot for putting up with Orcon’s poor service. As a footnote, Orcon did come up with a $100 credit for my troubles. Funny thing is that a couple of weeks ago, even though my payment is made automatically by direct credit from my American Express Card, and I had the $100 credit, I got an email saying that my account was overdue and asking me to do something about it urgently. I was tempted to send one back saying that their service was overdue and could they give me a reliable connection urgently.

So, the bottom line? Still having plenty of disconnections, no 2 for 1 movie tickets as promised, intermittent caller id and no satisfaction. Should I be calling Fair Go?

Just another day with Orcon

For those that are following this blog, just a quick update. First of all, I still haven’t got the 2 for one movie tickets that they “send out every week”. I’ve had quite a good week until Saturday, only averaging about 2 disconnections a day, I can live with that.

I did get a bill saying I was overdue with $20 odd dollars on my account after they gave me a compensatory credit of $100 which is strange because I set up an autopayment with American Express to make sure I was always on time.

On Saturday I lost my connection 11 times and yesterday 21, but the good news is that for one of them, most Orcon subscribers lost their connections. Most of mine were in the morning when there were no olympics on the net yet, but the early evening crash was surely an ISP (not Orcon according to the voice message so it must have been Xtra) that didn’t take into account that TVNZ were showing the Olympics on TV. I watched it for a short while and planned to go back when the boxing started, but of course by then there was no connection at all.

So or those of you who couldn’t see some of the awesome streaming video on TVNZ’s website (and it was awesome while it lasted), you know how I feel. The only thing is that for me it is a regualr occurrence. I could have gone to the movies with my new 2 for 1 tickets I was promised, but they didn’t arrive, a bit like the service really.