I have talked to Johnr and also been on the phone with Vodafone/TelstraClear customer call centre and somehow I still feel that I'm heading no where with the issue. (Not Johnr's fault)...
Although Johnr has gone out of his way to suggest and tried to help as much as he can, and we both concluded that it is the VMC card at fault, after I have tried 2 SIM cards, 2 laptops and same misbehaviour of the VMC problem.
So I called TelstraClear business line 0508 555 500 and gone through their stupid voice prompt, and verbally request for their Mobility team, and later was told "You have to talk to the Residential team", got
I hate dealing with customer call centre, I am sure it is not the person that answer the phone is at fault or anything, but most company has stupid "step through" procedure that doesn't feel like anything is being done and the customer (in this case) felt like being shafted! I experienced the round-about referral, shifting responsibility from one company to another and back and forth and repeat the rince cycle over and over until the garment is torn and worn. I know I would have frustrated the person that answered my call, and I know they are doing their best and following through their company's stupid guideline on dealing with customer, and may even driven their day through the roof unneccessary. But being a paying customer, I also feel the rights to have the service that I paid for and expecting it to function the way I was lead to believe it is. When I don't get the service that I paid for, I demand a resolution to get what I paid for.
AT the moment, I am paying for the service that I cannot benefit from because the fault in the device, and over the weekend, I have to find alternative method of getting service I would have received... Who is going to pay for that alternative solution? or have i just paid doubled for a service that I was not able to received?
In short, when dealing with customer call centre, and if you're a residential customer, more often you will get SHAFTED. It's true, many companies only willingly and probably more delighted to serve their precious (in the voice of Gollum) business customers more than their residential customers. What about SOHO home business customers, like me?... Am I an unworthy customer to keep?
Well... If I get shafted, I will blog about you and let the blog reputation talks its way to several hundreds or thousands of customers, let them be aware of the company's reputation at risk... it's not my fault if the company ended up with bad reputation, YOU should have taken good care of me, and I will in return be looking after your brand name and services... Shaft me, and you'll get shafted too!
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Comment by freitasm, on 7-Aug-2006 10:09
Hmmm. I don't think the onus is on the manufacturer. The reseller will have to provide a fix if they can arrange a local service for this brand.
And, yes - bad TelstraClear, bad...
Comment by Mattnzl, on 7-Aug-2006 11:55
Exactly - seeing as they are specificaly saying you AREN'T a business customer, then consumer guarantee's law applies. It is up to the SELLER (not manufacturer) to organise the fix. They may well send it to the manufacturer, but that's not your responsibility.
Comment by tonyhughes, on 7-Aug-2006 11:56
If bought for non-commercial use, the CGA applies, and the onus is on the retailer NOT the manufacturer... (AFAIK)
Comment by freitasm, on 7-Aug-2006 12:56
And I doubt you will ever hear from the TCL customer centre. AFAIK, "We will call you later" is an euphemism for "We will never call you later".
Comment by antoniosk, on 7-Aug-2006 15:21
Have had a work with some folks. Let me know if the situation improves.
Comment by 3g, on 7-Aug-2006 21:04
To be honest, I don't think the fact that you're a residential customer (versus a business customer) makes much difference with TCL when it comes to these sorts of issues.
My company has all their services through TCL, but I moved my teams business away from them and directly with Vodafone. Like you, I got sick of hearing "we'll call you back".
We were spending over $1000 month (for our team alone) and it still didn't make any difference. It hurt them a little when I moved our connections directly to Vodafone - and REALLY hurt them when our entire company moved 8-).
Hopefully you'll be back up and running soon - I know how frustrating these things can be!
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