http://www.smh.com.au/it-pro/business-it/avoiding-extinction…
Avoiding extinction: lessons from the Dodo
joannatan on 02/12/2011 - 02:31
Comments
Even the article itself didn't seem to have a point. The comments however were pretty clear in the opinion most people have.
thats mean dodo try to improve their customer service. they recognize their mistake and trying to improve their service.
just to share my experience when i sign up their electricity 3 weeks ago. first talked with the sales guy, then he hand over to compliance department that read their term and condition for another 10-15 mnts, then a week later, i got the second call for quality assurance just to make sure that what i have been told is same what they got in writing. when i got the contract via email, it doesn't said about bonus that i got from the sales guys, and the quality assurance person that spoke with me told me that the bonus is listed on my account.
all up, they try to improve their service. i know in the past they got very bad reputation, cba also got bad reputation, then when ralph took over the ceo role, he did a lot of improvement. we just hope dodo do the same thing.
it is easy to remember bad thing from other people and it is easy to forget the nice thing of that person when you are angry or get wrong information
Don't know about their ISP business, but I signed up for their Electricity service recently, was by far the cheapest after a few comparisons (especially versus Origin).
Application process was pretty smooth, 12 month contract (for 10% discount) only has exit fee of $3/month remaining so not a big hit if they turn out to be terrible. There is a little catch that may put some people off - auto monthly direct debit payments based on expected usage, with 3rd month (end of quarter) bill tweaked to account for actual usage.
Strangely, there is an additional fee if you pay via direct debit from bank a/c, but no fee if you pay via CC?!
Even quarterly usage is an estimate most of the time, your meter is rarely checked and they adjust for past charges when they do get around to it.
did u get bonus when u sign up?
Hmm. Maybe you can share some opinion on this, rather than just dumping an URL?
From a quick glance, Dodo Internet was trying to re-invent itself by spending money on the core system rather than just marketing, including a "2200-strong contact centre in Manila" — do you really need that many people in the call centre to handle the complains? :P
Anyway. They might be changing but I have no idea. No one I know uses Dodo due to their past reputation, and that reputation might take a long time + a few more SMH features to get rid of.