Just for kicks. The “base” iPhone plan in Canada (by our favorite company Rogers Wireless) is advertised at $60/month. This plan manages to offer what I like to call “No Value Whatsoever” – whereas Rogers believes it offers their customers “flexibility” and “special value bundles”. I don’t know how Yoga relates to this, and unless Rogers hired a marketing person who believes that “special value bundles” is synonymous with “getting stabbed in the eye and kicked in the face” – I think that someone has a very perplexing idea as to the meaning of the word “value”.

As if it weren’t bad enough, let’s see what the actual cost is if you want your phone to be usable. By usable I mean have a half decent number of text messages, Call Display and a moderate 6GB of data (now advertised at $30/month from Rogers if you sign up before August 31st). So now what’s the cost of those 150 minutes plus a half decent amount of data?

$ 60.00 - Basic Voice Plan
$ 30.00 - 6GB of Data
$ 15.00 - iPhone "value pack" to get call display and some text messages
$  6.95 - Standard System Access Fee
$  0.50 - 911 Fee
$  5.62 - GST
—————————————
$118.07 per month.

This might be off by a few cents, because I don’t know if they charge GST on the System Access Fee and 911 Fee. But as far as I’m concerned, and for all intents and purposes, the real cost of actually having an iPhone on the basic plan with the features that actually make it usable for what it’s designed to be is almost DOUBLE the advertised price set out by Rogers.

I don’t know what you call that, but I call it lying, cheating your customers and downright scummy business.

I wanted to write to you to share my growing concern over the excessively expensive price plans provided by Rogers to their cellular customers. This is something I’ve been upset (even angry) about for a number of months, but the recent release of the iPhone plans has pushed me to the point where I have to make myself heard.

I can only hope and pray that you will listen to myself, and the literal thousands of others who have grown extremely and excessively tired of what I would call the price gouging of your faithful customers.

When it came time for me to get a new cell phone (August 2007), I specifically chose Rogers because I knew it was inevitable that you would be the exclusive provider of the iPhone in Canada. My wife and I now both have a ”$25/month” cell phone plan with Rogers, and this is where my frustration begins. Personally, I don’t know how it is legal to advertise a ”$25/month” cell phone plan, when after you add the features needed to make the phone usable (I don’t believe a cell phone is any use without voicemail, call display, call waiting and call forwarding, along with several hundred text messages) – plus add a bunch of special System Access Fees and 911 Fees and Random Other Fees – our two ”$25/month” plans total over $100/month, WITHOUT going over our minutes. How is this legitimate? How does this have any semblance of reason at all? While I lived in Singapore, I had a cell phone plan with 200 minutes, unlimited incoming text and 1000 outgoing text, voice mail, call display and call forwarding (plus the phone was free) – for SGD $18.90 / month (about $14 Canadian dollars).

The reason I am writing this now, is because in addition to being frustrated to the point of being near furious with my existing phone plans, your recent addition of the iPhone, and the voice/data plans associated to them are downright laughable.

Oh, it’s a value pack, alright

Then, the idea that you can advertise a “Value Pack” – which basically includes Call Display and a few text messages, for FIFTEEN DOLLARS A MONTH – is verging on absurd. There aren’t even words in the English language to describe how much “Value” that package does NOT deliver. Actually, if you have the time and generosity to reply, I would love to hear how you can describe this as a “Value Pack” at all. It seems to me that this package should cost about $5/month. Rogers, however, is charging 300% of that. Then there is the interesting idea that your base plans give us “Bonus Text Messages”. Oh Yay! Seventy-five “Bonus Text Messages” with my $60/month voice plan that’s going to cost me ~$70.82/month after all my special fees are added.

Would you like some ‘bonus’ text messages with that kick in the face?

I’m also quite confused and perturbed as to how you offer Visual Voicemail as standard with an iPhone (as it should be) – but don’t offer Call Display as part of the base package. How does it make sense that I can watch my phone ring, have no idea who’s calling, wait for the call to go to voicemail, NOT know who’s calling unless I subscribe to some $15/month “Value Pack”, or purchase Call Display for $7/month, but after the person leaves me a voicemail, I can see on screen who called me. Does that make any sense at all? To anybody?

I can’t even describe how much of a marketing debacle the launch of the iPhone has been for Rogers. To have a “something special is coming July 11” banner on your web site, for days, along with no plan information is one of the biggest marketing blunders I’ve ever seen. The iPhone was essentially a product of infinite value, handed to you by Apple. I believe that the iPhone could have actually been a turning point for Rogers. A turning point where your company decided that actually caring for and listening to customers was more important than corporate greed. You could have advertised that phone 38 ways from Wednesday, and had customers lined up out the doors for miles, handing you hundreds and thousands of dollars, millions of dollars, in three year contracts to get their hands on it – and you could have offered us decent prices, decent plans, and a semblance of fairness. But instead, Rogers took their monopoly, completely botched the largest marketing opportunity their company has seen in the past decade, AND decided to kick their customers in the teeth all in one foul swoop.

I am sick and tired of being gouged on my cell phone plans and random service charges. I am so sick and tired of customer support that can’t answer my questions. I’m sick and tired of trying to get my Call Forwarding to work, and finally getting through to a technical support person telling me “Oh, sorry, our $3/month call forwarding is broken right now, I have to set you up with our $2/month call forwarding.” (I wish I could say that wasn’t a true story).

Please, for the love of all things holy and good in this world, make a change. Make a difference. Do something for your customers. For once. Please. Prove to us that you actually listen, that you actually care, and that the voice of the customers can actually make a difference. Prove me wrong.

• Get rid of the crazy “System Access Fee”.
• Give us fair rates for our iPhones.
• Stop pretending that $15/month constitutes an “iPhone Value Pack”. There is no value to be found in that package at all.
• Give us fair rates for unlimited data, for all phones, not just iPhones.
• Start modeling your business after other companies who care for and listen to their customers.
• Start modeling your business after other companies who care for and listen to their customers.

That’s when I’ll sign a 3 year contract. That’s when I’ll line up at 5am, and wait 83 hours if I have to, to get my iPhone.

Please. Listen to us. Prove me wrong.

Estimating development time of software is one of my least favorite things to do. Usually, I’m pretty good at it, but that doesn’t change the fact that it’s

• Time consuming
• Often grossly inaccurate
• Usually done while flying by the seat of your pants, with a marginal (at best) understanding of the functionality that you need to estimate.

I’ve always been a pessimistic estimator, and it’s something that people I’ve worked with for a long time understand and appreciate (even if they make fun of me for it, at times).

Some people might think it’s crazy to be a pessimistic estimator, because any estimate that you give to a client that’s padded by 50 or 100% is potentially going to be high. It might be a lot higher than some other shop who might totally low-ball an estimate just to land a contract.

In my opinion, in my way of doing business, the risk of a dissatisfied customer from a blown budget due to a low-ball estimate is significantly greater than the risk of losing a few contracts because of pessimistic estimates.

I would rather estimate high and exceed expectations by coming in well under budget; even if it means that I lose some work along the way because someone felt my estimates were too high.