Engin Customer Feedback Ideas

Here is some feedback I gave engin. Great company but like
all of us, dealing with growing pains :-)This email is in response to a couple of problems I have experienced and my wish that an enterprise like yours succeeds in taking care of these areas as you grow. Congrats on the initiative with Nokia on the N80 internet mobile. Now there are some ideas and a couple of grumps in here so be brave and see it through to the end 😎

Equipment Upgrades
Last night I was informed that by upgrading my Engin connection from an Engin2 box to an Engin3 box (which I did due to changing from Optus Cable to an ADSL supplier) would cost me a change of number as my numbercouldn’t change with my MAC address. This policy will put people off and irritate them when they replace a broken unit or upgrade.
Change of MAC address
Then I was told I could have a change of MAC address and then swap numbers of $30. Hmm, there is a solution for the customer who is improving their relationship with the supplier but I have to pay for the privilege. Note out of this process Engin was about to get another customer as I was giving the Engin2 box to a colleague to sign up.

BTW – this CSO was casual, had to refer to a supervisor on no less than 6 occasions and according to the lady I spoke to this morning, hadn’t put any notes in the system and the change of MAC address job actually hadn’t been done. Note: he was really stumped when he couldn’t put my new ISP into the system as it wasn’t in Engin’s database. FYI – I’ve gone with www.letsgo.com.au

Sign up Advertising

I was really disappointed in my sign up to Engin. I bought the Engin2 box from Harvey Norman under the following explanation from the salesperson.

$99 is the cost for the Engin2 unit but you get $33/month credit back so in fact the unit is free. What we found out was that only the National and Local calls were free and so we still had to pay for the plan and the International. I got next to know value out of the $99 local and national calls and felt ‘diddled’.

Softphone
I think that for people like myself who travel around Australia and New Zealand 10-15 times a year with our laptops, that enabling the use of the Softphone service ‘attached’ to the user’s standard home account so they can make outbound calls on a per use basis would be very attractive for a number of users. Having to sign up to another ‘account’ to use softphone when you may or may not use it doesn’t seem a good idea. Plus I would use it on my laptop via wireless around home or from my laptop at work for personal calls.

Call centre Scripts
Today I resolved the changeover of my MAC address which really was just a information change but the young lady I spoke to had to take me through a complete ‘New Account – terms and conditions’ script asking me questions and telling me about billing information I already knew about. The script also told me my billing would start today when it is already active (and clarified with the CSO) would continue to bill as per my original sign up
date.

BTW – This CSO was excellent, great empathy, sounded confident and knew how to find and impart the information I needed. Please congratulate her.

Second phone number
Again a value add service. I’ve upgraded to the new Netgear Engin3 router unit. It has the potential for two engine VoIP services but I am told I have to sign up for a complete new account. To me and I suspect most users this would be a deterrent similar to point 4. If I had the ability to use this service by paying an extra $3 to $5 a month then it might be attractive to have two lines attached to my Home Plus Plan.

You’ve made it. Thanks for hearing me out. I wish Engin every success and hope you will at least consider these ideas for implementation.

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