Wasn't too impressed by the headline in today's eMarketer --…
“Optus has a clear, single-minded focus on delivering a superior customer experience.”
- Paul O’Sullivan, Chief Executive
I’m really not so sure. And I think the answer I received will surprise you, especially in the times the company is in. Here’s my letter to Optus.
We have been long-time customers of Optus cable. In fact, I believe we’ve been customers for over 10 years.
I was really disappointed with the fact we had not had our plan updated for sometime. Recently, during a call with a very helpful technician, I asked quite generally “are we on the fastest plan possible?” Because I had recently used a neighbours cable internet, and noticed how much faster it was.
To my surprise (and delight) we were offered a package TWICE as fast, and with twice as much downloads, for $10 cheaper a month.
Needless to say, my family and I quickly calculated how much money we may have saved, or in fact, what a better service (read: experience) we would have relived would have been.
I would like an explanation as to why we were not notified of such a significant update, give that all marketing and communications activity is lead by your service and speed of connection.
I would further like to our account to be considered for credit or upgrade of service as a result of this experience.
I submitted this via their customer feedback website, and was quickly given a call (big tick). Then I spoke to “Ian” who told me that:
- Nothing can be done as the onus is on me to pay attention to advertising (which has been deemed misleading anyway)
- That people don’t often check their @optusnet.com.au addresses enough to find out about offers
- That their calls to customers (via tele-sales I assume) are often ignored
- That’s it is really hard to reach everyone with the amount of channels out there
I’m not even angry: I’m just disappointed. It’s clearly just too hard to value loyal, long-term customers. Especially when we were paying a premium price, for such a ordinary service.
I’m sure if I missed a payment, their automated system would pick it up. So why couldn’t their automated system check in with me if my plan is 2-3 years old? Let alone more.
The onus is on us to simply pay more attention to their marketing communications. I’m not adverse to ever hear from a company, trying to make my experience better. Am I asking too much? I don’t think so, Vodafone offers many people the same compensation on mobile plans for poor service and experience.
Mr. O’Sullivan, hear me out: are you happy with this? Or should I just pay attention to everyone’s advertising and marketing and select another provider.
Yes, I work at an agency; no, none of these views are theirs. But I’m fairly sure this is what we’re charged to everyday: look after our customers, retain our customers and do what we can to look after them.
Don’t you agree, Paul?