Looks like we could have a new customer in Ottawa!

We mere mortals can barely comprehend what it would be like to be paid millions of dollars per year, but apparently their problems sometimes are just like our problems.

Like when they have to deal with one of The Big Three for their Internet bills for instance. Yahoo!’s news blog, the Daily Buzz, is reporting that Sentators defenceman Erik Karlsson, who is paid $6.5-million per year, is in the middle of a very public feud with Bell over his bill and his Internet service.

He’s spent Tuesday tweeting complaints about Bell , highlighting every remark with angry exclamation points. (What? No CAPS?

Canoe.ca managed to capture the tweets, which are no longer visible on Karlsson’s account:

I hate BELL.! Paying way to much for way to little. I thought it was 2013 not 1999.!! Omg figure something out please.

— Erik Karlsson (@ErikKarlsson65) October 1, 2013

Bad service is one thing, but bad customer service? That’s another!

Perfect!!! sat on the phone for 2 hours trying to figure out why my internet is not working and the supervisor hangs up the phone. Classy

— Erik Karlsson (@ErikKarlsson65) October 1, 2013

After noting the perhaps Karlsons’ troubles could be related to the fact that the Toronto Maple Leafs are owned by Bell, the Globe’s James Mirtle offered his opinion:

It turns out, it’s not just the cost, although what Bell is charging is ridiculously high. It’s also the quality of his service. In a later tweet, Karlsson wrote:

I’m happy to pay for whatever as long as it’s working. But why pay when things never work, as I said its 2013. Figure it out!

— Erik Karlsson (@ErikKarlsson65) October 1, 2013

Isn’t it refreshing to hear that even players in the NHL are having the same real world problems we are? Of course Erik Karlsson could avoid all that if instead he chose to go with an Internet Service Provider who actually cares about their customers.

Even those who only make $6.5-million/year.

wl_save_internet

Beyond telecom.

Last week we posted a video titled Who Are We? which illustrated in less than three minutes our operating philosophy. It was intended to be an in-house video used as a reminder to our employees on what we are all about – but it was such a great message we decided to simply put it “out there.”

It ended with two simple words:

Beyond Telecom

What does that mean exactly?

We are a telecommunications company. It’s what we do. But it’s what telecommunications allows people to do now, not telecommunications itself, that drives us.

We live in an information driven world. We all rely on the ability to connect to learn, to work and for play. Telecom has become an absolute necessity for us all to live and operate in today’s reality – and in the future it will be even more so.

The thing is, other telecom companies see this increased connectivity as a license to gouge. They see this dependency on telecom as a method to extort the maximum dollars possible out of their own customers.

We here at Worldline are against that. We’ll never do that.

  • That’s why have no contracts.
  • That’s why our Internet is unlimited, with no extra charges if one of our customers goes over some arbitrary “cap.”
  • That’s why we have the lowest priced High Speed Internet in the country.

Telecom is no longer about telecom. It’s about the way we all live now, and we have decided that we want to be the company that provides our customers with:

SEWTWCH    That’s “Beyond telecom.”

Getting Past the Spin of the Big Three

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Once upon a time Canadians didn’t have much of an option when it came to Unlimited High Speed Internet, but as more choice has sprung up, more and more are fleeing The Big Three looking for a better deal, better service, less hassle, not contracts…

You know, like what we do here at Worldline.

Unfortunately the reality for mobile telecom in Canada is far more problematic. Pretty much the only real options available are The Big Three and they are doing everything they can to keep it that way. Witness the current coordinated marketing bombardment underway telling Canadians that the worst thing that could possibly happen to anyone, anywhere, anytime would be to have a fourth national mobile phone option in the Great White North.

The Vancouver Observer documents how they’ve invested some of their record profits into an expensive PR campaign, including misleading full page newspaper ads, in a clear effort to try to convince Canadians that cell phone service is not as bad as we know it is.

They report:

Big Telecom’s ads rely heavily on a recent report on cell phone prices from Wall Communications that was commissioned by the government and the CRTC. Other reports on cell phone prices differ, with the well-respected J.D. Power Report concluding that Canadian cell phone bills rose by 13% in the last year – that’s thirteen times the rate of inflation!

We all know how Big Telecom loves to cherry-pick information. Here’s what you need to know about the Wall Report:

  • Telecoms expert Michael Geist responded to the report by pointing out that “Canada is described as being “on the high side” for virtually every key category, with only the U.S. faring consistently worse.”

  • Why does the U.S. seemingly fare worse in the report? Expert Peter Nowak has the answer, explaining that “On the wireless side, the new Canadian entrants are included, yet down in the United States, only AT&T, Verizon and Sprint are counted.” – no wonder Canada seems to fare better, when cheaper U.S. providers were excluded from the comparison entirely. This is a bit like comparing the cost of a Ford or Toyota in Canada to the cost of a BMW or Mercedes in the U.S., and concluding that cars cost cheaper in Canada!

  • There were similar issues with the comparisons to cell phone providers in the UK, with expensive providers like BT and Vodafone being included in the comparison, while much cheaper providers such as Tesco and GiffGaff were not.

  • Nowak also points out that the Wall Report compares just six countries, three of which (Canada, Japan, and the U.S.) are among the most expensive in the world for wireless. Nowak explains that “When additional countries are included in comparison – the Wireless Matrix compares 50, including 19 developed nations – Canada’s standing isn’t so middle-of-the-pack.”

  • Reddit user NowNowGuys makes a great point: “The ad is spinning the fact that on one or two tiers of service, the US is even worse than Canada. The report also compared only 6 countries, Australia, Canada, US, France, UK and Japan.”

  • Why weren’t more countries included in the report? According to Peter Nowak, report author Gerry Wall says he “wishes he could include more countries in his comparison, but he simply isn’t given the budget to do so.” – no prizes for guessing why the government wouldn’t want to provide funding for a proper assessment of Canada’s high cell phone prices.

  • Where there has been a price decrease, it’s because our more affordable, independent providers are finally making their presence felt.The report found that new independent providers such as Mobilicity, Public Mobile and Wind Mobile were between 14% and 39% less expensive than the Big Three depending on the level of service. (Wall Report, page ii). Data plans from independent providers are 39% cheaper than the Big Three. (Wall Report, page ii). These indie providers are are in a precarious position because while we have made some progress, the government has yet to undo regulatory protections for Big Telecom incumbents, and level the playing field.

wl_save_internetCherry-picking, slanted data, isolated stats. That’s how the spin is supposed to be forcing Canadians into believing something that isn’t in their best interests.

However, one has to suspect since the last debacle over capping Internet limits to screw the likes of NETFLIX, this isn’t going to work.

There’s a trust deficit with The Big Three that this current misinformation campaign is only making worse.

So much so that Canadians are actively hoping for an American behemoth to come north in the hopes of saving us from our mostly homegrown telecom companies.

And just how weird is that?

Worldline is Hiring – Want to Help Spread the Word?

worldline_iconWe’re Growing, But We Want to Grow Faster!

As you probably already know, Worldline is providing a great service at a great price for a hundreds of thousands of Canadians each and every day. Since we’ve gone all social this year, we’re hearing from these folks on places like Facebook and Twitter, about how satisfied they are to have us as their Unlimited High Speed Internet and Digital Home Phone provider.

That kind of feedback has re-invigorated us to not just continue to grow, but to grow exponentially faster, because there are so many Canadians out there who are still getting gouged.

In other words, we’re on a mission – and we’re hoping some of you want to come along with us.

Pay It BackFirst, we have the “Pay it Back” program. Once you sign-up for our Home Phone & High Speed Internet Bundle you can start referring friends and family to this same service. You receive $5 off your monthly bill for a year or $60 for anyone signing up using your name.

That means sign-up 11 people and your bill becomes ZERO – ZIP – NADA.

Second, we’re introducing something new. Well, new for us anyway, because telecom companies like Bell, TELUS and Rogers have been doing it for years.

Join the “Convenience Crew”

If you are interested in getting more “hands-on” helping us spread the word, you can now make yourself some serious dough along the way.

We’re putting together a team of Worldline sales representatives we’re calling “The Convenience Crew” in a test region of Kitchener and Waterloo who are going to be going door-to-door signing up new Worldline customers.

Armed with all the tools they need; tablet computers, online ordering and on-site credit card readers, this group of highly motivated people will be hitting the road, letting the everyone in the area know that they don’t have to just take it anymore.

Canadians have options, and their best option in the Kitchener/Waterloo region is their own local Internet and phone company.

For each customer who signs up for one of our services, the crew member receives a very, very serious commission.

As a result Worldline gets a new customer. That new customers starts saving up to $600.00 on their telecom bills, and the crew member gets to put money in their pocket.

It’s win-win-win.

We’re certain that if we find the right people for this, this new program can take off, and we’ll institute it in communities across the country.

Do you want to help us spread the word about Worldline? Do you know someone who would be perfect for this?

Send résumés to the head of our HR department, Amanda Little, via email at careers@fibernetics.ca.

Can’t wait to have you come on board.

A Worldline Review

tumblr_mpkyxirvXG1qd2pfmo1_500How do you combat a bad, or worse, an illegitimate, review?

We here at Worldline are relatively new to this whole “social thing,” and having spent years with our heads down, working hard at keeping our existing customers happy while acquiring new ones, there is plenty that we’ve missed online.

Plenty.

Search engines like Google and Bing or review sites like Yelp or Redflagdeals provide prime Internet real-estate for folks to rant about how bad they think a company is – all with essentially zero accountability.

When we read these, the first thing we do (now), is figure out if they are our customer, and if they are, we get in touch and fix the problem. If you go to our Facebook page, you’ll see plenty of cases where we’ve resolved an issue, and in the end we’re both happy. Problem solved.

However, there are these other “reviews” from mystery posters. People who sound like they are just making stuff up. Who are they exactly? What is their agenda? Who do they work for? Those are the questions that pop to the front of our minds – because in most cased they are talking about us in a way that doesn’t sound a lot, or even a little, like us.

They’re complaining about our overcharging them (when our prices have never been anything like what they are saying), or us forcing them into signing a contract, (which we don’t have), or us charging a cancellation fee, (which we don’t do) or my favourite, us charging too much for Cable TV (a service we don’t, as yet, have).

There have long been reports and rumours of businesses posting negative reviews of their competitors’ products or companies, but according to the LA Times, new research shows that now, more than ever, people are writing extremely negative reviews about products they never purchased.

Duncan Simester, a marketing professor at MIT, and Eric Anderson of Northwestern University did a study based on reviews posted on the website of a major private-label apparel company that generates hundreds of thousands of reviews.

The duo found that about 5% of the product reviews were written by customers with no record of actually purchasing the item. Those reviews were “significantly more negative” than the remaining reviews.

Digital Home PhoneFor Worldline, whose reputation is everything, this is a problem because studies show that 72% of consumers say they believe the reviews posted online. We also know that people looking for Unlimited High Speed Internet and Digital Home Phone services are searching online.

In just a few minutes a new one of these reviews, truthful or not, can hurt the excellent reputation that we have spent years developing and frankly, earning.

It’s a problem we are now confronting head on, challenging those that are, simple put, nonsense, and dealing with those who do have a legitimate point on a case by case basis.

We guess the bottom line is, when you’re online doing research, never believe everything you read.*

* except for here of course.