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Go Large customers to be credited
Go Large customers to be credited22 February 2007
We have proactively advised the market today that we will credit customers on our Go Large broadband service following an internal technical review that identified an issue with how internet traffic is being managed on the plan.
The Go Large plan was introduced in October and was one of the firstlarge-scale broadband servicesto feature no monthly cap on the amount customers can download or use when web surfing.
Kevin Bowler, GM Consumer Marketing, said all Go Large customers will be credited for monthly plan charges incurred since 8 December 2006, when the issue arose, through to the end of February 2007.
Currently with around 60,000 customers on the Go Large service, the refunds are expected to total $7.5- 8.5 million.
Credits will vary depending on how long a customer has been on Go Large. For a customer who has been using the plan since 8 December and is still on the plan, the credit is expected to be between $130 and $160.
"Following customer feedback, our own review has shown that the process involved in managing Go Large internet traffic since early December is not what was originally intended or communicated to customers."
The issue is specific to the Go Large plan, which accounts for less than 10% of the total number of customers using broadband services.
Go Large was promoted as having traffic management applied to certain applications, but since December the traffic management process has affected all forms of activity.
"Clearly it is not an ideal situation and therefore we are crediting Go Large customers for plan charges incurred during this period," Mr Bowler said.
We will be contacting Go Large customers directly in the next two weeks and automatically crediting their accounts during March or April. Customers do not need to apply or do anything to receive it.
We have also decided to temporarily stop signing up new customers onto the Go Large plan until we have completed further reviews into the service.
All existing Go Large customers will have the option to stay on the plan with a revised traffic management policy, to change to other broadband plans if they wish or cancel their service.
"In this instance with the Go Large plan our internal technical review showed we had made an error and we believe that we are doing the right thing by crediting customers." |
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新西兰卡车重卡交流群 305595431 这里是新西兰卡车，重卡驾驶者及爱好者交流经验共享信息的平台。分享驾驶乐趣，交流维修保养经验。
发表于 2007-2-4 11:49:18
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