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Can somebody explain this Odido customer policy?

S
  • Sorin
  • is een Top Poster
  • 5 reacties

We currently have 3xmobile and 1xInternet/TV/phone subscriptions on the same address. There’s no fixed contract ongoing on any of these, so the would be “free to move”.

As I am looking to renew the contracts, before moving to another provider I have checked Odido’s website and found some very appealing discounts listed there and so I went to an Odido shop with the hope to close a nice deal. But to my disappointing I found out that:

  • The shop employees are not allowed to talk about the Internet/TV packages (which I found strange). Nor can this be done via Chat, only on the phone
  • The offers listed on Odido’s website are valid for new customers only. 

The shop employee has simply advised me to move to another provider if I want to get a good offer. 

Or otherwise to cancel the Internet/TV subscription and take temporarily a “klick&klaar” box. And after a couple of weeks to cancel the “klick&klaar” and ask or a new Internet/TV contract. And in this case I will be treated as a “new customer” and be able to get the prices as advertised on the website.

I really do not understand why would this workaround be needed. Looking at all involved logistics (sending equipment back and forth a few times+possibly the need for a technician for the installation when I come back as a “new customer”), I believe Odido will win a lot more (in terms of customer satisfaction and also financially) by just offering also to existing customers the discounts as advertised on the website.

Anybody from Team Odido willing and able to maybe spend a few words on this strange policy?

 

Thanks,

Sorin

Uitgelichte reactie

18 april 2025

Hello ​@Sorin 

If you look at all the providers, they all give you 6/8/10/12 months discount when you subscribe as a new customer but if you want to extend your contract than you will also get a discount but not as high as the discount for new customers.

You can call 0800-0092 to see what they can offer you.

    5 reacties

    Waqqas
    Super User
    Forum|alt.badge.img+15
    • WaqqasSuper User
    • Odido Superuser
    • 21181 reacties
    • 18 april 2025

    Hello ​@Sorin 

    If you look at all the providers, they all give you 6/8/10/12 months discount when you subscribe as a new customer but if you want to extend your contract than you will also get a discount but not as high as the discount for new customers.

    You can call 0800-0092 to see what they can offer you.

    Welkom op de Odido community!
    S
    • Sorin
    • Auteur
    • is een Top Poster
    • 5 reacties
    • 18 april 2025

    Thanks for your fast reply.

    You are correct about the new subscription discounts.

    However, talking to the Odido employee in the shop I got offered me for the mobile subscriptions exactly the same as advertised on the website. I do not understand why the policy for the Internet/TV is different.

    eric
    Super User
    Forum|alt.badge.img+14
    • ericSuper User
    • Odido Superuser
    • 9061 reacties
    • 18 april 2025
    Sorin schreef:

    Thanks for your fast reply.

    You are correct about the new subscription discounts.

    However, talking to the Odido employee in the shop I got offered me for the mobile subscriptions exactly the same as advertised on the website. I do not understand why the policy for the Internet/TV is different.

    The only logical explanation is that they all want new customers and offer HUDGE discounts under the first year costprice. There are offers sometimes with free playstations or LED tv's. I think what is important that you have an up and running stable connection. If you are happy with what they deliver, you pay a normal price and even than you can get some discount when you reapply for a year.

    Welkom bij de klant-helpt-klant Community van Odido.
    S
    • Sorin
    • Auteur
    • is een Top Poster
    • 5 reacties
    • 19 april 2025

    What you have mentioned can indeed be a logical explanation. What I cannot find as logical is that (as mentioned before) the mobile subscriptions can be extended at the price as advertised on the website, while the Internet/TV subscription not.

    The question which still remain is: would they want to attract NEW customers or MORE customers? As with this policy they might indeed attract NEW customers, but lose EXISTING customers. And end up with LESS customers (repeat what ZIGGO has done in the last few years).

    Diego van Odido
    Moderator

    ​@Sorin It is really nice to read that it has become so much clearer. To clarify a bit more, this was a decision taken by all parties involved who gave it a lot of thought. I will take your valuable feedback with me to bring up internally and would like to see a nice alternative for this in the future, or even for both options. Keep a close eye on this topic and who knows, we might get back to you sooner! 

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