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POLi, Air New Zealand, and Credit Card Surcharges

Posted on February 5, 2013March 2, 2014 by Matt Taylor Leave a comment

Air New Zealand plane on tarmac — Air New Zealand. Crazy about rugby… and surcharging customers

Air New Zealand is a quality brand. I like their in-flight snacks, don’t mind paying slightly more for their reputation of reliability compared to their domestic route competitor JetStar, and I appreciate their creative safety videos and the fact they are slightly more interesting to watch multiple times.

Then there is POLi. POLi sounds friendly.

If you can use POLi, it saves you from Air New Zealand’s excessive credit card surcharge fees by letting you use a bank transfer to pay for flights. You can’t use it if you’re in New Zealand and have a Mac. This rules me out. Apparently the Australian POLi now works with Macs fine.

ASB and BNZ </3 POLi

Last year banks started warning against using POLi because how it operates to verify you are actually paying Air New Zealand and friends is a bit suspicious.

Interestingly, Air New Zealand isn’t even listed in that Stuff article, even though they’re likely the biggest company using POLi in New Zealand, and are featured on POLi’s website.

Providing your log in details to a third party will be in violation of the internet banking terms and conditions you’ve agreed to, and potentially opens you up to being liable for losses.

There is the possibility of an additional motive going on here: banks sell credit and debit cards, and those cards make them money. POLi is quite an attractive alternative because it saves you something like $8 on a return domestic flight.

Air New Zealand’s Surcharging

This surcharging is extortive, misleading, and unlike airplanes that come on time, Peter Jackson spoofs, and free-but-not-really-free cookies, doesn’t endear Air New Zealand to me. Especially on domestic flights.

It’s presented as a transaction charge to recover costs (“Air New Zealand needs to recover this cost”), but it gets charged multiple times in the same card transaction. When I pointed this out to Air New Zealand they ignored me.

Air New Zealand pay something to accept credit cards, but that is not $4 per person flying, per direction they are flying. Instead of passing on the percentage they are actually charged, which Bernard Hickey’s industry experts say would be less than 1%, they charge a fixed fee multiple times in the same card transaction.

A group booking shows how ridiculous this gets. I once flew with a dozen or so people, and each person was charged $4 there, and $4 back, even though the flights were booked over just two transactions. To their credit Air New Zealand refunded close to $100 of fees after I called them.

Air New Zealand even issued a press release in 2008 chastising Pacific Blue for, among other things, their $4 per sector card surcharge because Pacific Blue offered no alternative payment. Kind of like what Air New Zealand does to Mac users. Or what they do to anyone following the advice of banks. (I’m ignoring Airpoints and Travelcard as payment methods because they aren’t accessible forms of payment for a lot of people.)

The ComCom have “investigated” the matter, concluding that the “card payment fee is used to recover all of the direct and indirect costs associated with credit cards payments.” The key word here being indirect, I think.

To be fair to Air New Zealand, JetStar charges $5 per flight for card transactions, but let’s be honest, JetStar are a hot mess, and Australian, and you shouldn’t be booking with them anyway.

Either way, it’s interesting to see these surcharges creep up over time, for cost recovery purposes, I’m sure. Are the airlines poor negotiators when it comes to their merchant agreements? I wouldn’t think so.

To quote ex-Air New Zealand Chief Operating Officer Andrew Miller: “research feedback shows customers are keen for… one easy to understand price with no added levies to the fare”.

Tomorrow: Ticketek, Ticketmaster and their fees (including the emailing-you-a-PDF surcharge). Maybe. Probably not.

ASB’s security alerts (18/19 December 2012, cached)
BNZ’s updated security alert (did both banks have to update their alerts after being threatened with legal action by POLi?)
Bernard Hickey on credit card surcharges and the ComCom

^{Image credit: me}

Posted in New Zealand, Technology

MPAA Propaganda

Posted on November 23, 2011November 22, 2011 by Matt Taylor 1 Comment

Look what I found at the end of the Hoyts ticket counter:

It contains some interesting content.

“Remove unauthorised material from your computers”

“While not required under the new law, illegally obtained copyright protected material may still be file shared and therefore should be removed.”

Read: buy the files you downloaded illegally in the past. Helpful advice would be to remove peer-to-peer software from your computer if you’re not using it, or to stop sharing illegally obtained material if you’re doing so (eg. stop seeding).

“What are the risks of P2P file sharing?”

“P2P file sharing can expose your computer to harmful viruses, worms and trojan horses as well as annoying pop-up advertisements. There is also a real danger that private information on your computer may be accessible to others on P2P networks.”

Finding files through moderated sites (which can remove harmful torrents), reading the comments on torrents and having up-to-date anti-malware software all reduce this small risk of harm.

The “real danger” of private information being inadvertently shared is practically impossible with torrenting. LimeWire, FrostWire and friends were possibly deceptive about what user’s folders were actually being shared in the past, but now LimeWire is dead and FrostWire exclusively uses torrents, so it shouldn’t be a problem anymore.

But points for including the relatively unbiased URL of NetSafe’s The Copyright Law, albeit in tiny print down the very bottom on the back page.

Respect Copyrights.co.nz

This site is interesting, especially when you compare its list of legitimate places to buy movies and TV shows to the US version‘s list.

Our list for TV shows is basically the On Demand sites for the free-to-air TV stations, plus iSky. On the movies side we have iSky, the console networks and iTunes, which is also listed as having TV shows, but that’s not the case in New Zealand.

In comparison, the US site lists 43 legal alternatives, including iTunes (which you can actually get TV shows from in the US, or by using a US iTunes account), Hulu and Netflix.

And the MPAA wonder why people illegally download movies and TV shows in New Zealand?

On a plus, Respect Copyrights has removed that ridiculous clause from their Terms of Use stating that no one was allowed to link to their site without their “express written permission”. Their grasp of the internet is growing!

Spotify

Good news on the music front though. Music streaming subscription service Spotify is coming to Australia and New Zealand, possibly around February next year. The downside is that they’re now in bed with Facebook, so you’ll need a Facebook account to use it.

NZ Movies

Jonathan Hunt and Lance Wiggs illustrate how inadequate the sites MPAA lists are. MPAA, NZFACT and friends love harping on how people pirating movies like Boy are harming our movie industry in New Zealand.

But you still can’t download it legally from iTunes.

And I wouldn’t count on it being added either. Remember Sione’s Wedding? You know, the movie released in 2006 that cost “its investors an estimated $1 million” because it was pirated?

It’s not in the New Zealand iTunes store five years later.

But of course, it’s in the US iTunes store as Samoan Wedding.

Nice one. Perhaps more kiwis would support their creative community, if, you know, you actually made it easy for them?

Posted in Law, New Zealand, Technology, Worldwide

The 1½ Star Apple Product

Posted on October 10, 2011January 2, 2013 by Matt Taylor 5 Comments

^{Okay, I lie. That’s for the 65W one, the 85W one I have actually gets 2 stars.}

Introducing the Apple MacBook power adapter, possibly the worst rated Apple product around.

Mine has been slowly breaking near the end that connects to the computer for the past month. I’ve now become skilled at what I have to do to get it to work after it’s plugged in (the very technical approach of jiggling) but touching anything in the vicinity the wrong way will cause the charger to stop working again.

It’s been about one and a half years after I bought the Mac, so it definitely shouldn’t be breaking so soon, but that also means that I’m outside of the one year warranty. I didn’t buy AppleCare, because, you know, I live life on the edge. And also because it’s freakishly expensive at $600. Laptops are probably the only thing that I’d consider buying an extended warranty for, but I wouldn’t have chosen a Mac if I thought it would need $600 worth of repairs before it was three years old. Also, we have the Consumer Guarantees Act.

The 15 minute call

So I called Apple. I’d re MacBook Pro with charger ad on an Instructables post that some people had good experiences calling up Apple and receiving a new charger even outside of their warranty period. Their reasoning being because Apple knows the chargers are poorly designed (but nice to look at) they will replace them.

I called Apple, and I think spoke to someone in Australia. Side note: outsourcing is fine by me if it doesn’t interfere with getting stuff done for the customer, which in Apple’s case it kind of does.

The second person I spoke to, in his defence I think he was foreign to Australia, didn’t know much about the geography of New Zealand.

Their list of Christchurch repairers was outdated and I was given Yoobee’s earthquaked Moorhouse Ave location, prompting a humorous response from the rep: “If they’re listed here they should be open. Otherwise it would defeat the purpose of my list.” I can’t imagine a list of Apple stores being outdated.

And according to an Instructables comment, if I was in the USA this could have all been done by courier, or according to Yoobee’s staff, if we actually had Apple stores here in New Zealand (which the international phone reps often assume) I could have just walked in and got a new charger straight away.

I tell the rep what’s wrong with the charger: it’s broken at the moment, when I plug it in sometimes it works but the majority of time it doesn’t and I have to play around with it to get it to work. We go through my serial number (which today I found out has SWAG in it), whether it’s the original charger, the purchase date, my lack of AppleCare and my email address. I get told it’s outside of warranty and some dubious information about incorrect watt adapters blowing up. I bring up the endless one star reviews, he says he’s read them the other day and most are because of blown up chargers^{[citation needed]}. I drop four magic words: the Consumer Guarantees Act, get told I should contact the Ministry of Consumer Affairs and then talk to Apple’s legal team, which seems like it’s probably said to scare people away. I ask to be transferred to their legal team but get told that’s not possible.

[funky hold music]

His supervisor says that it would be inconsiderate (his words) if they provided an exception for me because it would be unfair for people who bought AppleCare (also his words). Guilt trip. He asks if I’m sure it’s the power adapter and when it started happening. He asks if I can bring it into one of their service providers so they can do a full diagnostic, which basically consists of plugging the charger into a computer and scanning the barcode the computer displays when the charger doesn’t work. Once it’s confirmed they’ll look into the possibility of giving me an exception, but he can’t promise me anything, because it would be unfair.

Scene change – Yoobee store

Apple makes them send in the broken charger before they will send out a new one, “That’s the rule they give us”. Apple won’t just take their word that the charger is broken. Having no charger is worse than having one that works intermittently. Yoobee checked if they had any ones they could loan me, but they didn’t. I didn’t ask why they couldn’t just give me one off the shelf, pick your battles and all, you know?

Unsurprisingly they say about broken chargers that “we do deal with these all the time.”

TO THE CAAAAARRRRR.

Scene change – the car park

I ring Apple from the car and get the same supervisor. We have a 36 minute conversation which basically consists of me complaining about the ridiculous policy (Apple says it’s Yoobee’s, Yoobee says it’s Apple’s. I side with Yoobee) of not being able to keep a semi-working charger while waiting for the new one and the rep trying to make me feel bad because he gave me an exception to the out of warranty policy for a charger that isn’t even properly broken (like giving away a charger is such a rare event, if the charger wasn’t so poorly designed I wouldn’t need a new one after 18 months, but battles). Apparently the free charger was because their product lasted 12 months so I didn’t need to get anything fixed during my warranty, and not because of known product flaws.

The conversation ends with me inside the store again having a speakerphone conversation with the rep and a Yoobee Apple tech.

I kept the charger. A new one is coming in on Wednesday for me. Also, Yoobee texts you with updates on your case. Technology.

<3 Yoobee. Not so much <3 for Apple.

^{Image credit: Marcin Wichary}

Posted in Life, New Zealand, Technology, Worldwide

The Case of the Compulsory iPad

Posted on July 20, 2011March 2, 2014 by Matt Taylor 3 Comments

Decile-nine Orewa College has told parents the iPad 2 will be a compulsory stationery item for all year nine pupils next year.—Stuff

Except that’s not what they said. The letter (pdf) they sent out to parents says a one to one computing device will be required. They list the examples of laptops, netbooks, tablets or iPads.

The decision has been criticized because the college recommends the iPad over the other options and it costs a fair amount of money. The reasons for (pdf) favoring one device—the iPad are clear: teachers and students can support each other easily if they are all familiar with the device, the applications available are vast and battery life is long.

$799?!

One Laptop Per Child Bhutan The lowest priced netbook I could quickly find was one from Dick Smith at $375. Will a student be disadvantaged if they get a cheaper device instead, like a netbook? I doubt it.

The content from most if not all educational applications in the Apple Application Store will be available somewhere on the Internet. Students will probably end up teaching the teacher how to use his or her iPad. Those without iPads be fine working out their device themselves and Googling solutions to issues as they come up—actually relevant problem solving? Devices with keyboards are arguably easier to type on compared to a device that only offers a touch screen. Issues with battery life won’t be a huge issue—I envision power boards to be plentiful.

iPad 3

How parents deal with updates to the iPad will be interesting to watch, but any update won’t damage the existing features of the iPad 2: strong battery life, large selection of applications and Wi-Fi access.

Usefulness

It has to be said that an iPad isn’t like other stationery. I don’t regularly pull out my compulsory $100 graphics calculator for fun-times around the dinner table. iPads are different. Sharing skills will be tested as everyone in the family wants to use it.

Controversy

What I find interesting is that the first letter is dated June 24th and discussion with parents was going on for 4+ weeks before then. The media are only reporting on this now. It seems like none of the parents involved have had a huge issue with it—no one went to the media straight away.

Orewa College is a decile-nine school, the second highest decile available to schools. It means students generally come from a high socio-economic background. The vast majority of parents won’t have a problem finding the money for a one to one device, and the school has provided options to spread the cost out—“We have enclosed information on purchasing options from Cyclone Computers, that are approximately $10 per week.”

There’s still time for parents to choose for their year eight students to attend a different high school. But it’s a slippery slope when that is the proposed solution to potential issues with a child’s local school and is reminiscent of Brown v. Board.

Congratulations Orewa College for moving forward. Let’s hope that future schools won’t have to go through this when they choose to make one to one devices compulsory.

^{Image credit: Laihiuyeung Ryanne}