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WIND looks for feedback… admits “We had a lot go wrong in our first few days”

By on December 21, 2009 at 1:49pm in Asides, Mobile News, Various News, WIND Mobile

WIND Mobile launched last week in both Toronto and Calgary. We’ve heard that people embraced the new carrier, purchased devices and plans but no numbers of the first days have been announced.

An interesting post by CCO Chris Robbins was posted on their site that’s titled “Some Great Conversations!”. The basis around it how they’re looking for feedback to improve on some early “challenges” they faced the first few days.

Robbins states “We launched five days after getting the “green light”, so we were rushing. There are things like number porting and domestic roaming which required the cooperation of other wireless “partners”. We couldn’t expect our partners to be as motivated as we were, so some of those things are just getting fixed now… And a lot of the negative comments we’ve received through the WIND community, our stores and our care centre are justified. We had a lot go wrong in our first few days of operation. On launch day for example, almost everything that could fail, did fail. We’ve since recovered from some of those missteps, but for all of you who were impacted…who stood in long lines, or had to pay in cash, or got conflicting answers from different WIND people, I apologize and take responsibility.”

Ever since Globalive/Wind entered the wireless game in Canada they’ve always been upfront and very open with what they are working on. Either through the Wireless Soapbox or on the Wind website. They build the trust of Canadians, got them to express their pent up anger with the incumbent carriers as the above statement reads admitted they are not perfect and will keep working to please every one of their customers. Admitting errors is a noble move, especially early on.

However, most of the frustration with WIND to date is their HOME and AWAY zones. Since they do not have many cell towers they have to rely on the Rogers roaming agreement to service anything outside their area. Robbins said “Now I’m subjective (obviously), but even with that, I’ll be the first to admit that if you don’t live or work inside a WIND HOME Zone (essentially the GTA and Calgary right now, and Edmonton, Ottawa and Vancouver in early 2010), our plans don’t make sense for you. You’ll get a better price from the incumbents for your “normal” use because most of your calling (incoming and outgoing) won’t be long distance. I’d like to make everyone happy, but that’s just the reality of our offer.”

Even CEO Ken Campbell wrote today that “Clearly, this is a journey. We are constantly working to improve our offer.” Do you like what WIND has to offer? Their price plans? Coverage? Devices? Philosophy?

More here at WIND

Related posts:

  1. WIND Mobile hits the streets to perform “Random Acts of Kindness”
  2. WIND Mobile: “we’ll get some things right… and we’ll get some things wrong”
  3. WIND Mobile CEO says “We are not deterred”
  4. WIND to sell SIM cards hopefully “by the end of next week”

Discussion

11 comments for “WIND looks for feedback… admits “We had a lot go wrong in our first few days””

  1. Prices are ok you save compared to the other 3 but you’ll pay more bc of their coverage. I have an iPhone with Rogers and I actually pay less for voice and data as compared to wind

    I think they need to bring some new devices quickly as they don’t have a solid selection yet. It’s a large purchase for the bb so people better be ready to spend money

    Overall I was expecting more from wind. Maybe in a few years they will be better but not overly impressed

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    Posted by Anonymous | December 21, 2009, 2:10 pm
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  2. Personally, I think they should have established solid coverage areas in major cities coast to coast (perhaps largest cities in each province).

    Either way, they’ll certainly need time. The problem is, despite how great their service/plans may be, they simply need more coverage.

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    Posted by Pederson | December 21, 2009, 2:18 pm
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  3. Absolutely hate their price plans. $45 dollars is the minimum to get decent text messaging and $35 dollars is the only option for data for 5gb.

    $90 dollars after taxes.

    I pay for 500mb of data, use it constantly through the day and only use about 100-200mbs. I have 10,000 text messages, and 200 minutes, unlimited after 6pm. I can use it anywhere in Ontario. For roughly $67 after taxes and SAFs.

    As exciting as a new carrier was, I got into the hype, their plans needs to be more realistic. I’d like to meet the person that uses their cell phone to those ends because it’s just ridiculous.

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    Posted by @matahtak | December 21, 2009, 2:35 pm
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  4. I have to agree that their plans don’t seem like much of a great deal. I pay $30 for my voicemail at Rogers (150 min. a day) and an additional $15 for 1,000 text messages and unlimited web browsing.

    I was thinking of switching to Wind once my contract with Rogers is over this summer but their phone selection is quite limited so far and I don’t think their rate plans are that good of a deal.

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    Posted by MD | December 21, 2009, 3:22 pm
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  5. @matahtak
    you are clearly not seeing the value in their plans. I understand their plans aren’t suiting ‘your’ needs but it befits many frustrated users on the other carriers who take full advantage of their smartphones. When I use my smartphone’s browser (Opera Mobile 10) at its fullest capacity i would end up using 5GB+ in a month, easy. With Rogers i connect to wifi whenever i can and i still end up paying overage.
    I think what Wind is trying to do is give customers who are unhappy with their current providers (and that is most people who take full advantage of their smartphones) what they are unhappy about, which is ridiculous caps and prices.

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    Posted by Nadeem Khan | December 21, 2009, 3:22 pm
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  6. @matahtak, the minimum for “decent text messaging” is actually their $15 plan plus $5 for unlimited texts to all of Canada and the U.S.

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    Posted by Dave | December 21, 2009, 4:40 pm
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  7. There Plans are great for mega users. But all that I need is 200mins talk, caller I.D., voice mail, and 500Mb Data. Thats all. And it shouldn’t cost any more than $45, Period!

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    Posted by Zed | December 21, 2009, 7:00 pm
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  8. I like their plans and think they have the right idea, but the $15 plan should be $10 and there should be a $25 plan that’s the same but with unlimited incoming calls. There should also be a $25 data plan for something like 500 mb. Other than that bring us way more towers fast and a bunch more phones.

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    Posted by Dave | December 22, 2009, 12:57 am
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  9. As far as that statementall i can say is wow! and would only give Chris Robbins props for that.. you would never see no such hart felt apologizing reponice from tha big 3.. but one thing robbins needs to learn is as far as telcomms and us canadiens we will hardly ever be satisfied, happy or not complaining, or bashing carriers.. so get use to it or your gunna be in for a hard time.. lol i got madd respect for wind as a whole! i would even pay to not use there service.. i meen i pay out my a*s to not use my bell service… besides GB’s apon GB’s of data… besides that i use less then 100mins a month not calling the wife.. so i agree wind needs to releace some more realistic options for tha rest of us.. nation wide network needs to come first tho… :D

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    Posted by CRIMINALOGIC ® | December 22, 2009, 2:08 am
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  10. I think the first anonymous poster’s information is a little off. For about $10 more per month you get unlimited voice and unlimited data. Having said that, Wind would be better suited to allow for a $15-$20 500mb plan. You would certainly see some takers at that price point. I do know some heavy data and voice users though who are chomping at the opportunity to move to Wind, especially with the Bold’s amazing discount.

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    Posted by Dom | December 22, 2009, 10:36 am
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  11. Let’s get real. I’m a wind mobiel customer and my purpose of this message is to make wind better.

    They are still having these isue s in toronto area
    1.being charged romaing while it says wind home when im in toronto and having to cal in to credit
    2.some calls i am not receinvg getting “network busy” message and thi perosn was a rogers customeR!!! (i swear)
    3.phone says wind away when im in my home zone, not working right (not phone issues i returned it and same thing happening)
    that’s just the bgining GET IT FIXED WINd

    “We’ve since recovered from some of those missteps,”

    that IS A LIE!!!!!

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    Posted by Wind CUSTOMER | December 29, 2009, 8:53 pm
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