Foxtel offering April 2004 dates for new connections

[K.BERRINGTON]

I posed as a potential new connection at a Foxtel shopping centre
display this week. I asked when I could get connected, I was told that
the other customer who was there at the same time as me had been give
April 12th as a connect date.

I then blew my cover and demanded to know why they were giving
preference to new customers when long time 5 year customers who had
upgrades cancelled such as my self, were being refused a new date
and told to wait for a call which never comes.

Of course they denied this so I told them that they were full of lies
and and you couldn't believe anything that they say. A foxtel CSR on
the phone even agreed with me that existing customers were being
shafted.

I also tried the Dick Smith Connection pack route but it didn't work.
After three phone calls I confirmed that I could buy a Dick Smith
connection pack for $149.95. Get a booking date currently 6 weeks
away. And then cancel my current service (not under contract) the day
that they arrive to install the new digital connection. However when
the DSE assistant went to process they sale we were told by a foxtel
CRS "sorry it appears that you are an existing customer and we cant
process the sale.
But don't worry I and my supervisor can put a special code on your
account so that you will get a call back and get the same connection
date as if you were a new customer."

It's all getting too hard, I have told them to call me back when they
can do it and i will think about it. I believe that if you really want
to get digital that you should disconnect completely and then apply
for a new service.

[Froggy]

"I then blew my cover and demanded to know why they were giving preference
to new customers "

Sounds like you were demanding a smack in the face . Get in line like
eveyone else you fucking line-jumper.


preference to new customers
"K.BERRINGTON" <camera@presscamera.net> wrote in message
news:eb95f8bc.0404011605.302040d2@posting.google.c om...
> I posed as a potential new connection at a Foxtel shopping centre
> display this week. I asked when I could get connected, I was told that
> the other customer who was there at the same time as me had been give
> April 12th as a connect date.
>
> I then blew my cover and demanded to know why they were giving
> preference to new customers when long time 5 year customers who had
> upgrades cancelled such as my self, were being refused a new date
> and told to wait for a call which never comes.
>
> Of course they denied this so I told them that they were full of lies
> and and you couldn't believe anything that they say. A foxtel CSR on
> the phone even agreed with me that existing customers were being
> shafted.
>
> I also tried the Dick Smith Connection pack route but it didn't work.
> After three phone calls I confirmed that I could buy a Dick Smith
> connection pack for $149.95. Get a booking date currently 6 weeks
> away. And then cancel my current service (not under contract) the day
> that they arrive to install the new digital connection. However when
> the DSE assistant went to process they sale we were told by a foxtel
> CRS "sorry it appears that you are an existing customer and we cant
> process the sale.
> But don't worry I and my supervisor can put a special code on your
> account so that you will get a call back and get the same connection
> date as if you were a new customer."
>
> It's all getting too hard, I have told them to call me back when they
> can do it and i will think about it. I believe that if you really want
> to get digital that you should disconnect completely and then apply
> for a new service.

[digger1914]

Can you blame Foxtel? They have spent a heap of cash here, and they are already getting money from you. A new customer is new cash.

There may be (and are) moral issues here, but in a purely business sense, it makes sense!

[d-and-m]

As someone who has so far had to wait 7 weeks for a NEW connection to Foxtel I am totally fed up with those whining about how long it is taking for them to be UPGRADED.

You already have pay tv guys...digital foxtel is really not that big an improvement from what I can gather. You get more news, multiple angles on one footy game a week, some time lapse channels (woo hoo), and FBO. That stuff just doesn't seem to justify the amount of noise being made by people like the OP. If you already have satellite connection then the picture quality is not even much different.

I just think it's pathetic. Get a life.

And I totally agree with digger - it makes 100% business sense to install your new contracts first. Foxtel are struggling financially and are aiming to boost the number of subscribers - you don't do that by prioritising upgrades over new installs. It's definitely a turn-off for a new customer to be told that the earliest they can get pay tv is 6 months away. Who on earth is going to sign up then?

To be honest I've been surprised that Foxtel haven't allocated more install hours to new installations. Why bother upgrading existing customers at all at this point? They're not going away in a hurry. They should have staggered the so called digital revolution so that in first 2-3 months it was only open to new subscribers and then after that allowed existing customers to be upgraded. Would have been a whole lot more methodical.

[THE ROCK™]

This is what I have to say in regards to this:

>>> New subscriber installs: New subscribers signing up to the Foxtel network are getting better installation dates, because it makes 'business sense' to get more customers and increase market penetration. Isn't that Kim Williams main objective?!?!

Also, these customers don't recieve Foxtel at all. You still do.

>>> Cancelled (delayed) installs: We all feel your pain. It should have gone smoothly if it wasn't for the strikes. No doubt, you'll get installed with a 2nd priority rating. Hang in there.

>>> Those wanting Digital on demand (jumping queues): You are screwing it up for everyone. There is a queue, and the expected completion of the rollout is almost 2 years. I understand, you know Digital is "switched on" and you want it now, but you should have taken/should take the initiative and book early.

Seeking alternate methods to get Digital means you take others' place, and they get delayed and become unsatisfied. Remember, Foxtel only have limited installers. They don't let you do self-installation.

[mrXX]

I posed as a potential new connection at a Foxtel shopping centre
display this week. I asked when I could get connected, I was told that
the other customer who was there at the same time as me had been give
April 12th as a connect date.

I then blew my cover and demanded to know why they were giving
preference to new customers when long time 5 year customers who had
upgrades cancelled such as my self, were being refused a new date
and told to wait for a call which never comes.

Of course they denied this so I told them that they were full of lies
and and you couldn't believe anything that they say. A foxtel CSR on
the phone even agreed with me that existing customers were being
shafted.

I also tried the d**k Smith Connection pack route but it didn't work.
After three phone calls I confirmed that I could buy a d**k Smith
connection pack for $149.95. Get a booking date currently 6 weeks
away. And then cancel my current service (not under contract) the day
that they arrive to install the new digital connection. However when
the DSE assistant went to process they sale we were told by a foxtel
CRS "sorry it appears that you are an existing customer and we cant
process the sale.
But don't worry I and my supervisor can put a special code on your
account so that you will get a call back and get the same connection
date as if you were a new customer."

It's all getting too hard, I have told them to call me back when they
can do it and i will think about it. I believe that if you really want
to get digital that you should disconnect completely and then apply
for a new service.

Patience....everyone will get connected.

[TCITH]

I'm was an existing customer - yet I booked and was installed - this
conspiracy theory like carry on about new customers getting preference is
crap.

I suppose you also believe the govt is covering up aliens on earth as well.

act like an adult, this is just television, not some essential service you
must have tomorrow, be polite and considerate and you'll get further oh and
smile

[Mot Adv]

"Froggy" <froggy@hot.com> wrote in message
news:z_2bc.13$ac1.919@nnrp1.ozemail.com.au...
> "I then blew my cover and demanded to know why they were giving preference
> to new customers "
>
> Sounds like you were demanding a smack in the face . Get in line like
> eveyone else you fucking line-jumper.

Hey this is television, (I admit it's not that exciting) not immigration!

[JC]

i agree i did the same and rang as a different address up the road...guess
what i could get connected in 3 days...what a fukn joke
jc
"K.BERRINGTON" <camera@presscamera.net> wrote in message
news:eb95f8bc.0404011605.302040d2@posting.google.c om...
> I posed as a potential new connection at a Foxtel shopping centre
> display this week. I asked when I could get connected, I was told that
> the other customer who was there at the same time as me had been give
> April 12th as a connect date.
>
> I then blew my cover and demanded to know why they were giving
> preference to new customers when long time 5 year customers who had
> upgrades cancelled such as my self, were being refused a new date
> and told to wait for a call which never comes.
>
> Of course they denied this so I told them that they were full of lies
> and and you couldn't believe anything that they say. A foxtel CSR on
> the phone even agreed with me that existing customers were being
> shafted.
>
> I also tried the Dick Smith Connection pack route but it didn't work.
> After three phone calls I confirmed that I could buy a Dick Smith
> connection pack for $149.95. Get a booking date currently 6 weeks
> away. And then cancel my current service (not under contract) the day
> that they arrive to install the new digital connection. However when
> the DSE assistant went to process they sale we were told by a foxtel
> CRS "sorry it appears that you are an existing customer and we cant
> process the sale.
> But don't worry I and my supervisor can put a special code on your
> account so that you will get a call back and get the same connection
> date as if you were a new customer."
>
> It's all getting too hard, I have told them to call me back when they
> can do it and i will think about it. I believe that if you really want
> to get digital that you should disconnect completely and then apply
> for a new service.

[blackbird]

"TCITH" <TCITH@everybody.spamsomebody.sometime> wrote in message
news:406d2911$0$25657$afc38c87@news.optusnet.com.a u...
> I'm was an existing customer - yet I booked and was installed - this
> conspiracy theory like carry on about new customers getting preference is
> crap.
>
> I suppose you also believe the govt is covering up aliens on earth as
well.
>
> act like an adult, this is just television, not some essential service you
> must have tomorrow, be polite and considerate and you'll get further oh
and
> smile
>

Unfortunately, his attitude is very common in Australia today. People want
everything yesterday, but they want it at a discounted price.

Fact is, new customers should get preference as they currently have "no"
service and pay "no" subscription fees. By connecting them first, Foxtel
increases profits. Existing customers currently have a service and pay
subscription fees.

[TCITH]

"JC" <jc@jc.com> wrote in message
news:g2fbc.137216$Wa.50392@news-server.bigpond.net.au...
> i agree i did the same and rang as a different address up the road...guess
> what i could get connected in 3 days...what a fukn joke
> jc

Sorry but this is just anecdotal crap - neighbour (right next door) existing
subscriber - he called Monday they are there right now doing the upgrade

[amber.2]

well im a telstra customer i can only ring india at least you can go on line and
go dirrect to foxtel i rang over 1 month ago and the earliest i could get was
the 12 july any other telstra customers having the same trouble?

[Glen Burns]

> >>> New subscriber installs: New subscribers signing up to the Foxtel
> network are getting better installation dates, because it makes
> 'business sense' to get more customers and increase market penetration.
> Isn't that Kim Williams main objective?!?!

I makes sence to the bottom line in the short term but in the long
term it destroy's customer loyalty. If they want to reduce churn they
have to focus on what they have first. The best idea would have been
to sort out most of the existing clients first with installs and they
have to boost numbers in the call centre, wouldn't be too hard to get
a few more workstations and casual employees for the next 12-24 months
and with any luck they will be able to stay on because of FOXTEL
committment to the customer gives them a great amount of respect and
generates some additional sales for them.

> >>> Those wanting Digital on demand (jumping queues): You are screwing
> it up for everyone. There is a queue, and the expected completion of
> the rollout is almost 2 years. I understand, you know Digital is
> "switched on" and you want it now, but you should have taken/should
> take the initiative and book early.

I attempted to book early. I put my name on the website hours after
the announcement and then attempted to ring the phone number to no
avail. As a customer for six years I deserve a lot better and a least
some one to answer my rather simple questions.

> Seeking alternate methods to get Digital means you take others' place,
> and they get delayed and become unsatisfied. Remember, Foxtel only have
> limited installers. They don't let you do self-installation.

Forget it. I have better things to do than to follow up a way to
increase my FOXTEL bill. An increase in basic, an increase in my extra
outlet and an increase in Entertainment Plus to get a bunch of
channels that don't justify an extra $20 a month.

Considering I have had FOXTEL for six years I am getting very tired
with the same repeats of the same shows over and over again and
general lack of service. They only channels that appear to make any
new stuff anymore are the news ones.

Disappointed and will leave things the way they are. Then if FOXTEL
chooses to communicate with me I migh tbe polite enough to tell not to
bother installing it as it just too much for them to cope with.

[wakeboardandy]

Actually Foxtel are concentrating on getting existing customers changed over first not the other way round as they realize there is a loyalty there. I got changed over on my date of march 22nd with no problems.

[B Forbes]

"K.BERRINGTON" <camera@presscamera.net> wrote in message
news:eb95f8bc.0404011605.302040d2@posting.google.c om...
> I posed as a potential new connection at a Foxtel shopping centre
> display this week. I asked when I could get connected, I was told that
> the other customer who was there at the same time as me had been give
> April 12th as a connect date.
>
> I then blew my cover and demanded to know why they were giving
> preference to new customers when long time 5 year customers who had
> upgrades cancelled such as my self, were being refused a new date
> and told to wait for a call which never comes.
>
> Of course they denied this so I told them that they were full of lies
> and and you couldn't believe anything that they say. A foxtel CSR on
> the phone even agreed with me that existing customers were being
> shafted.
>
> I also tried the Dick Smith Connection pack route but it didn't work.
> After three phone calls I confirmed that I could buy a Dick Smith
> connection pack for $149.95. Get a booking date currently 6 weeks
> away. And then cancel my current service (not under contract) the day
> that they arrive to install the new digital connection. However when
> the DSE assistant went to process they sale we were told by a foxtel
> CRS "sorry it appears that you are an existing customer and we cant
> process the sale.
> But don't worry I and my supervisor can put a special code on your
> account so that you will get a call back and get the same connection
> date as if you were a new customer."
>
> It's all getting too hard, I have told them to call me back when they
> can do it and i will think about it. I believe that if you really want
> to get digital that you should disconnect completely and then apply
> for a new service.

Once again a worthwhile gov't would not allow this. There should be no
discrimination here. And a good way to shaft them and get what you want is
to disconnect and reconnect - making them service your house twice. If a lot
of the existing customers do this Fox could end up with more install woes!
:)

[B Forbes]

"blackbird" <blackbir@net.com> wrote in message
news:406e065a@usenet.per.paradox.net.au...
>
> Fact is, new customers should get preference as they currently have "no"
> service and pay "no" subscription fees. By connecting them first, Foxtel
> increases profits. Existing customers currently have a service and pay
> subscription fees.
>

Thanks for that Einstein. A brilliant statement of the absurdly obvious
and an equally brilliant job of interpreting the facts exactly wrong.
Congratulations.