Still cleaning up the mess....

Forums › Telecom New Zealand, XT Network, Yahoo!Xtra › Still cleaning up the mess....

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raytaylor

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Reply # 765615 19-Feb-2013 10:19
Regarding the yahoo mess and who pays, We are telling customers, as always, that if its telecom's (yahoos) fault that we have to be called out or run a teamviewer session to fix something or call telecom when the customer cannot understand, then telecom pays by offsetting our invoice with an account credit on the clients telecom bill. Ray Taylor Napier, NZ www.taylorcommunications.co.nz

nunz

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Reply # 765728 19-Feb-2013 12:47
raytaylor: Regarding the yahoo mess and who pays, We are telling customers, as always, that if its telecom's (yahoos) fault that we have to be called out or run a teamviewer session to fix something or call telecom when the customer cannot understand, then telecom pays by offsetting our invoice with an account credit on the clients telecom bill. We do too - makes some interesting discussions with TCom. We have a deaf client who got sold a belkin router by Telstra. Router died (Belkin Play N600 - $249.00 ) withing 8 months. Saw TC on their behalf, they told me to talk to belkin. Belkins process very very very slow. 10:15 - 11:42 spent on phone being put through their trouble shooting process only to receive the same answer again. Now have to send it back at our expence .TC will be getting the bill as I figure they were the ones who ordered me to take care of their contractual reposnsibilites under the sale of goods act. hehehehe . 2.5 hours and counting, plus freight. Shane

nunz

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Reply # 765881 19-Feb-2013 17:34
nunz: raytaylor: Regarding the yahoo mess and who pays, We are telling customers, as always, that if its telecom's (yahoos) fault that we have to be called out or run a teamviewer session to fix something or call telecom when the customer cannot understand, then telecom pays by offsetting our invoice with an account credit on the clients telecom bill. We do too - makes some interesting discussions with TCom. We have a deaf client who got sold a belkin router by Telstra. Router died (Belkin Play N600 - $249.00 ) withing 8 months. Saw TC on their behalf, they told me to talk to belkin. Belkins process very very very slow. 10:15 - 11:42 spent on phone being put through their trouble shooting process only to receive the same answer again. Now have to send it back at our expence .TC will be getting the bill as I figure they were the ones who ordered me to take care of their contractual reposnsibilites under the sale of goods act. hehehehe . 2.5 hours and counting, plus freight. Shane Follow up - TCL offered to refund the client $5.00 for the two hours of work required to do as they have requested. They have now uped that to a whopping $15.00. wow - I'm worth a whole 2.50 per hour according to TCL. Have sent them the bill direct as it was thier service staff nad staff at the shop who requested me to perform certain actions, despite me telling them I was an IT tech and would charge them. THe battle begins :)

ajobbins

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Reply # 765883 19-Feb-2013 17:48
You can invoice the telcos all you like but they are under no obligation to pay or offset your invoices against the customers bill. Twitter: ajobbins

Dairyxox

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Reply # 765893 19-Feb-2013 18:17
Yeah this seems a bit silly. The ISP has no relationship with you, only their customer. And a credit isnt a sure thing, as you've read above. Just bill your client, and its up to them to complain/make waves.

raytaylor

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Reply # 765982 19-Feb-2013 21:14
ajobbins: You can invoice the telcos all you like but they are under no obligation to pay or offset your invoices against the customers bill. They arent, thats why we dont invoice the telco. Its usually the telco's fault who hasnt been able to fix the issue over the phone, which is why we get called out by the customer. So if in the end it is the telco's fault, the customer can simply threaten to leave without paying the early termination fees, or the telco can issue a credit. We find this happens alot with business managers who sell or make promises to a small business customer. On one occasion i had - Small business loan shark moved premesis - Telecom manager promised them a smooth transition and that port 25 will be unblocked when they move in - Port 25 not unblocked, must be a problem in the customers firewall or router - Customer gave up after calling telecom helpdesk 6 times, and their business manager twice. - We come in. Determine that the modem is the exact same one they bought from their old premesis. Telecom insists that port 25 is unblocked. - Telnet tests show that smtp.xtra.co.nz is accessible from the office server, but the email-to-txt alert companies server isnt. - Telecom eventually finds port 25 was blocked on some back end system. Probably deep within the bowels of the napier telephone exchange. They take 3 attempts to unblock it. Finally get it unblocked on the 4th. - Business manager has to credit the company pay for the 6 visits i made to the customer site, or risk loosing all business from the 4 sub companies that the family runs - 10 telephone lines, 4 broadband connections and ~6 cellphones. Three weeks later, port 25 suddenly gets blocked again.... Customers should not be required to pay for a telco's incompetence. Ray Taylor Napier, NZ www.taylorcommunications.co.nz

nunz

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Reply # 766188 20-Feb-2013 08:58
ajobbins: You can invoice the telcos all you like but they are under no obligation to pay or offset your invoices against the customers bill. in this case they are. They gave direct instructions ti perform certain actions after being told i would charge for my time as it was their responsibikity to fix or replace router they sokd for $254. Their request for me to do their work was a xlear request forserrvices to be rendered. Invoice valid.

DaveDog

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Reply # 766279 20-Feb-2013 10:50
Not necessarily. Were they for example given the opportunity to rectify the problem prior to you becoming involved? If not, then you may be out of luck... (CGA 101)...

nunz

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Reply # 766582 20-Feb-2013 17:07
DaveDog: Not necessarily. Were they for example given the opportunity to rectify the problem prior to you becoming involved? If not, then you may be out of luck... (CGA 101)... Yup. Call to clear hepl desk. They told me that the client had purchased it from the TCL shop so TCL shop was to deal with it. took it to the TCL shop. TCL shop said they wouldnt deal with it. Told them that wasn't very good and they should. Told me that they send all customers direct to Belkin and they wouldn't fix it. Two conversations, three chances. Al not taken. CGA says I tried a reasonable number of times. also my clientis stone deaf and has poor lip reading / comms skills with hearing people. TCL have taken them on in the full knowledge of their needs but will not deal with them in a way that makes it accessible for them. Have had one case where a TCL help desk person request 8 tiimes a verbal confirmation from a deaf client even after I told hem 8 times they were profoundly deak and couldnt speak. Only stopped that line of BS when I threated to discuss their humiliating treatment of the a disabled client with the human rights commision if they continued down that line . TCL abrogated their reposnsbilites under the CGA. They failed their reopsnsibilites to a client they accepted with certain needs. I dont see a problem in my process.

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