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Ting Customer Q&A – Tim Reynolds

Tim Reynolds

Ting customer since: July 2012
Previous carrier: Verizon
Monthly savings with Ting: $27/mo.

Where did you first hear about Ting?:

Some online computer magazine article

What was it about Ting that resonated with you and made you want to switch?:

The fact that they are trying to change the wireless market by offering better plans that can be tailored to your usage.

Were you in contact with a mobile carrier before you made the move to Ting?:

No, i try to avoid leaving contracts early or signing them if i can.

What kind of savings are you seeing with Ting, month over month?:

$27/mo.

How many phones and/or data services do you have on your Ting plan?:

1

When you explain Ting to your friends, family and/or random passers by, what do you say?:

I say Ting is the antithesis of all other wireless providers and if they are interested not throwing away money to these other companies they should consider it.

Are you happy you made the move to Ting? Care to elaborate?:

Yes i am so far and i likely will continue to be.

What should we be doing better?:

Larger phone selection.

Ting Hangout – Nov 29 at 2pm ET

On November 29 at 2pm ET we’ll be doing a Google+ Hangout with members of the Ting team. We’ll be talking about everything from our bring your own device efforts and our own device lineup to our plans for the end of the year, for 2013 and beyond. We’ll touch on Ting for Business, we’ll get one of our talented developers up to talk about the ideas behind Ting control panel 2.0 and the recent changes to our devices pages as well as what’s next for the site as a whole. We’ll have swag. Someone will be walking away with a sweet new phone.

We’ll even talk candidly about our iPhone and Windows Phone; where we are, where we’re hoping to go and how we plan to get there.

We’ll also have celebrity guests*

It’s going to be a super fantastic online streaming party and everyone’s invited.

We’ll take all your questions via email (hangout@ting.com) Twitter (@TingFTW, #TingHang) or by phone (phone number coming soon).

The event will be live on Google+ and live streaming to our YouTube channel.

November 29, 2pm ET. Mark it.

*presence of celebrity guests depends very much on your definition of the word celebrity.

Where did Ting’s refurbished devices go?

Let us address the elephant in the Ethernet. We don’t currently have any refurbished devices on offer on the Ting devices page. Even though we have plenty to address demand sitting in our warehouse.

If you had your eye on a refurb device from Ting and that device is no longer available, we’re sorry. Refurbished devices will be back as soon as possible.

The problem

A huge rush of orders for refurbs using a particular promo code alerted our team that something might be amiss. A blogger had suggested purchasing refurb smartphones from us for next to nothing and not activating the device on Ting. It started a flurry of purchases from buyers that did not smell like future Ting customers.

We’ve been pretty transparent with the fact that service (minutes, messages and megabytes) is where Ting makes money. As we sell devices at or below our own cost (even before promos) and we don’t deal in contracts or other mobile business as usual, we would take a significant financial hit if these refurbs were never activated with us.

The solution

The actions we’re taking are twofold: first, as I mentioned, we’ve pulled all refurbs from the Ting lineup for the time being. Second, we’ll be changing the way promo codes work for some transactions.

Promo codes will continue to work as they always have for most first devices purchases, offering a dollar off discount on the purchase price. However for select devices, including very inexpensive refurbs, a Ting service credit will be offered instead. This way we’re able to give the same dollar value discount but that discount is delivered upon activation as opposed to on purchase. It’s an incentive to activate and ensures that devices aren’t being sold at significant cost to us and never activated on Ting.

As soon as that chunk of code and backend connecting has been completed, refurbs will once again appear in the Ting lineup. Our dev team is hard at work on the code necessary to make this a reality. We hope to have refurbs back in our lineup before the end of this month.

EYO(S)C is now live!

There hasn’t been a ton of anticipation surrounding our Embed Your Own (Savings) Calculator initiative, but I’m excited about it. If any of you are telling friends about Ting – either to earn yourselves $25 service credits or just to be good friends – and you have your own blog or website, you can now offer up your very own savings calculator.

Here is the embed code:

<iframe src=”https://ting.com/fb/calculator_wl” width=”900″ height=”500″ frameborder=0></iframe>

If you don’t know what to do with that (or have any problems) and you would like to have a Ting savings calculator on your site, we are happy to help. Just comment here and we will have someone geeky get back to you.

Meanwhile, I’m going to give it a try myself here:


Hey, look at me! I’m a coder! By the way, we intentionally stripped out any “Get Started” buttons after the calculation so that you can just include a button that links to your unique referral URL. Enjoy.

Ting control panel rolls out en masse

A couple of months ago, we opened up the new Ting control panel in preview mode to anyone interested in a sneak peek and willing to help us kick the tires. The feedback we received overall has been great (thanks for that!) and has helped to shape a few tweaks and updates to the control panel.

It’s now ready for prime-time: Effective today, the Ting control panel 2.0 takes over where the previous iteration left off for all Ting accounts. In other words, it’s time to say goodbye to the Ting control panel and its multicolored usage charts and hello to the new dashboard with its Pokemon Pokeball-looking usage charts… among other improvements too numerous to mention but not so numerous that we won’t mention a few in the next paragraph. While dashboard 1.0 will be remembered fondly, we’re much happier with this, the new version of the control panel.

The new Ting account control panel was designed to make it easier to manage multiple devices under one account. However, we also added things like more customizable alerts for individual devices under an account and even added the option to suspend a device that’s using more of your shared minutes, messages and megabytes than it should. In the new control panel you can also set global standard device settings. For example, rather than going with the default settings that we provide you can create a ruleset for each new device activated on your account. For example, turn international calling and tethering off and turn picture and video messaging on in the global settings and each new device you activate will automatically have these settings applied. You can still administer services on each device individually and changing your global settings will only affect new activations, not devices currently activated on your account.

While the switch to the new account control panel might feel a little jarring at first, we can assure you that we’ve learned a lot about how people use the Ting account control panel in the past year or so and have implemented all that we’ve learned into this new version. It’s more user-friendly, it gives you more granular control over your usage and your devices, it’s quicker, more logically laid out and overall, it’s a great step forward. We hope you’ll agree.

We’re not done (it’s the Internet… it’s never done!) The control panel is very important to us and it’s vital that it do the things that you need and want it to do. There are more improvements we’re planning for dashboard 2.0 and we’re always looking to implement your feedback, primarily provided via the survey embedded below, into this and subsequent versions of the control panel.

Ting Customer Q&A – Justin Greer

Justin Greer

Ting customer since: March 2012
Previous carrier: Sprint
Monthly savings with Ting: $80/mo.

Where did you first hear about Ting?:

On the forums of a rival MVNO

What was it about Ting that resonated with you and made you want to switch?:

It was more in line with what I wanted as far as a “pay-as-you-go” carrier, whereas the business model of the other potential alternative wasn’t flexible enough for my needs. Ting really hits the sweet spot for me as far as allowing me to use as much as I need and metering my usage to keep costs low.

Were you in contact with a mobile carrier before you made the move to Ting?:

I was on Sprint, and I felt they were charging me way too much for the service they were providing. I did hang on until the end of my contract, so there were no early termination fees incurred.

What kind of savings are you seeing with Ting, month over month?:

Now that our phones are paid for, we end up saving about $80 a month.

How many phones and/or data services do you have on your Ting plan?:

We have two phones.

When you explain Ting to your friends, family and/or random passers by, what do you say?:

I tell everyone that the service is well worth it, and although you have to buy the phone up-front, the savings you get from the service will pay for it in no time flat.

Are you happy you made the move to Ting? Care to elaborate?:

I am positively ecstatic that I found this carrier and made the switch.  The service is awesome, the price is even better and the customer service tops it off.  Add to it that you guys are communicating with the customers on a regular basis, and I have nothing but great things to say about you guys.  Thanks a bunch!

What should we be doing better?:

You have already addressed the main issue I have, which is the lack of high-end, latest and greatest phones. As I have said, you have spoken to this in a few blog posts, so I am satisfied otherwise.