I've just read Seth Godin's post "Just because they say it" and it reflects pretty much what we see in the New Zealand telecommunications market in general:
I get more complaints about the bad customer service provided by cell phone companies than just about any other sort of organization.
We're waiting for the bait and switch, for the service to fade out, to be stuck, once again with a company that doesn't care. It might very well be that this time it's different.
The challenge to a marketer that chooses to enter a market with a miserable history of customer abuse is obvious: you can claim to be better, to be unevil, benevolent even, but people just aren't prepared to believe you. It doesn't fit the consumer's worldview. So, you could be the honest politician or the quality contractor or the direct marketer with no fine print and no spam, but you better be prepared to prove it over and over before we believe you.
Actually we have to consider that it is part of human nature to complain when things are wrong, but you read very little when things are right.
I can't complain about either Vodafone New Zealand or Telecom New Zealand really. I use both as my mobile communications providers and never had a problem.
For my fixed communications I use TelstraClear. They have superb cable modem service, way ahead of the DSL provided in the rest of the country by Telecom New Zealand. But wait time of 45 minutes when calling the help desk... That's the problem. Lucky I only had to do that a couple of times last year - none so far in 2007.
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