Kayo Cancelled for 1 Day and They Won't Reactivate at The Original Rate

halfnhalf71 on 25/06/2020 - 10:01
Last edited 25/06/2020 - 10:49

Just curious on your thoughts (maybe a rant?) and if you want your Kayo to continue, don't let the payment fail for too long.

I signed up for the Telstra Kayo offer of $10 off ($15 from $25/month) but just after, i got a new credit card and forgot to update the billing on Kayo (there are a lot of direct debits to update!). Anyway Kayo emailed me to let me know that my payment failed but i didn't read the email for 4 days but by the time I read it they'd cancelled my service. Seems quick but ok.

I tried to reactivate through Kayo but couldn't (unless i wanted to go to the $25/month plan) so went to the Telstra portal and it said my Kayo offer was still active. So figured i'd cancel and then be able to reactivate the offer. So once you cancel in the MyTelstra portal, it stays cancelled :-/ I called Kayo and 'Maggie' said, "as the payment failed to process and a new payment method wasn't set in time, the subscription has been cancelled and you'll be unable to reactivate with this offer again."

I said, surely if you have a customer willing to sign up, for the sake of a bit of admin, a missed email and 1 day, i can reactivate. They said, sure but at the higher rate.

At the end of the day, I casted a game to my TV (on NBN100) last week in "HD" and the quality was pretty bad (SD) so i'm not too upset, but this just felt like really bad customer service? Or because technically i caused this to happen is it my fault so too bad so dad?

Poll Options

  • No available poll options yet.
Entertainment

Related Stores

Kayo Sports
Kayo Sports

Comments

  • GG57 on 25/06/2020 - 10:06
    +6

    Add a poll to your post; that will be quicker to gauge responses.

    BTW, it seems reasonable to me given your apparent inaction.

    • halfnhalf71 on 25/06/2020 - 10:46
      -1

      Yep, i see that side. I just think with people being less brand loyal, you'd need to up your customer service game to keep customers. Especially in cases like this where there is no malicious intent or downside for them to reactivate me, they are just being black and white. The cost of getting customers far outweighs the cost of keeping them but i think they've upped their customer base with people jumping off Foxtel so they are feeling like they can be less flexible? At the end of the day i was at fault so i have no choice but to cop it but it does show their hand in terms of flexibility.

      • GG57 on 25/06/2020 - 10:56
        +2

        I think you are being a little harsh, in that you received an email to update your card details (and I assume retain the deal you were on). If you had done that, everything would have been ok.

        In the case of Kayo, I don't think there is a comparable service at that price point, to lose customers to?

      • Innately Incognito on 25/06/2020 - 11:35
        +1

        It's probably easier for them to have a hard and fast rule than to negotiate with everyone.

        Say you post here saying it worked, the next guy is going to come saying, "Well, you were fine to do it for a 1 day cancellation, why not 2?" and then it progressively drags on and on.

        Similar thing happens with delivery companies. You can have two houses 50m apart in different suburbs with delivery fees 2x higher because one's metro and the other is classed as regional. Gotta draw a boundary somewhere, and inevitably someone is gonna suffer.

        In your case, if they let you back on cos it's a missed email and 1 day, the guy who has a missed email and 2 days is going to feel hard done by.

  • whooah1979 on 25/06/2020 - 10:16
    +2

    They said, sure but at the higher rate.

    That sounds reasonable. Once a deal is done it's done.

  • wombat81 on 25/06/2020 - 10:17
    +2

    I think you'll find in the fine print of that offer that you are only allowed to activate it once. Sure, the right thing to do might be to let you reactivate at the same price, but i don't think they have to.

    It's a case of asking nicely. If they say no, they say no. At the end of the day, you screwed up.

    I believe the beteasy 3 month free offer is still on, but i haven't checked.

    • Wilkshake on 25/06/2020 - 10:34
      +1

      Can confirm still on as of this morning.

    • halfnhalf71 on 25/06/2020 - 10:40

      Nice one, i'll have a look

  • mshanann on 25/06/2020 - 11:08
    +1

    Is that BetEasy 3 month free kayo offer still on?

    • GG57 on 25/06/2020 - 11:10
      +1

      Really? It was literally raised in the comment immediately before yours, and confirmed.

      • mshanann on 25/06/2020 - 12:22

        Aah my bad

  • [Deactivated] on 25/06/2020 - 19:31

    who's pays for kayo lol

Login or Join to leave a comment
Login Join