Dear iiNet – A Love Letter

It’s nice to know you’re loved.

But when someone says it out loud or better yet, puts pen to paper… it leaves you feeling all warm and fuzzy inside.

So imagine our surprise – and delight – when we came across this letter of love from Hard Hat Purple Boots. It was so wonderful that we just had to share.

***

Dear iiNet,

You’re actually kind of awesome. If I could have a crush on a company, it would be on you. And, as for Finn? Well, let’s just say he speaks to my geek-girl sensibilities. 

We’ve grown together, you and I. If my memory serves me correctly, when I first signed up in 2008, you were one of the smaller players in the industry. And now look at you, you’re the second largest ISP in Australia! But you haven’t lost what made you special. Every time I call up, I get to speak to a real person, not a robot that makes me want to button-mash with rage. I appreciate that your call centres are based in Australia, and when I call, I can understand the person on the other end of the phone. Your employees are fantastic. They’re genuinely knowledgeable about technology and they’re able to suggest creative solutions – it doesn’t sound like they’re just following a script.  I’m sure everybody has bad days, and no workplace is always sunshine and roses, but your people always seem friendly and happy. Whenever I get off the phone, I tend to get the feeling that the person I’ve spoken to enjoys their job. 

You’ve moved with us from house to house, you got me through uni, and your periodic quota increases were always greatly celebrated. When I heard you had moved into mobile services, I was rapt. As soon as our contract with Optus ended this month, I signed Z and I up. (On a side note, your $20 plans really are fantastic value.) 

The contrast between you guys and Optus is incredible. I always used to dread calling about my Optus plan. Inevitably something would be not quite right, and I’d be transferred between various call centres in the Philippines and have to explain my story again and again, and hope that somebody would finally figure out what the issue was and make it right. When I had an issue with switching my phone over last week, the person I spoke to knew what the issue was, knew why it was happening, and then he put me on hold while he spoke to another department to expedite your back-end processes so that my phone would switch over quicker and I’d have access to 3G again. 

What really impressed me is that A) he took the initiative to fix my problem himself, instead of just transferring me over to another department and B) your systems are flexible enough to allow your employees to make these kind of changes and actually fix my problem. The issue I was having was all part of the normal switch over process, and at Optus, I’m sure I would have been told there was nothing that could be done. I really appreciate that the person I spoke to took time to implement a work around. iiNet – I feel like you care about me! You treat me like a person, not a customer cog in your corporate machine.

In conclusion, you’re everything I could hope for in an ISP – and more. I have big plans for our future together. The NBN rolls out in my area later this year, and I plan to sign up for the biggest, fastest plan you offer. I’m sure there will also be many other shiny, exciting things down the track as well.

Thanks for being awesome iiNet. Here’s to many more happy years together!

*****

Thanks Hard Hat Purple Boots. We love you too.

Happy Valentine’s Day to all!

The love letter first appeared on www.hardhatpurpleboots.blogspot.com.au and is reprinted here with the permission of the author.

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