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Topic # 96349 25-Jan-2012 23:39 Send private message

Just thought I'd share a conversation my mother picked up with a Telecom representative.

My mother started having a heated conversation with a Telecom representative after being lied to and borderline threatened by him.  He said that we exceed our monthly cap (60GB) three months in a row and called to offer us an 80GB package.  We do in fact exceed our cap quite often.  Can never seem to keep the siblings off Facebook and YouTube long enough to make it last the whole month.

She said the internet service we had was fine and she didn't have any intention of upgrading.  The representative said that if we exceeded our monthly data cap again, we would be charged an additional 2 dollars per gigabyte.  He went on to say if we didn't accept his offer to increase our plan to an 80GB limit, it would also cost us an additional 2 dollars per gigabyte.  My mother argued this fact since we specifically avoided that plan and stuck with the plan that slows down (Which works just fine for general use anyway).
I was handed the phone  and swiftly pulled up billing statistics asking to see where we had been charged for this in the past and to read back the particular plan we were on.  He was forced to back down and to inform me we were in fact on a plan that was limited rather than extended, he said good-bye and hung up.

Really guys?

Does this happen to anyone else?  This is my first major issue with Telecom for a long time (not including BigTime) and we have been enjoying rock solid 24/7 internet service from them for 3 or so years now.  Being bullied over the phone and threatened to be charged more if we're to so much as exceed our cap sort of takes the polish off.

I don't want to make a big deal about it, but I do want to know if there are similar cases like this that others have experienced?

Cheers.





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  Reply # 573366 25-Jan-2012 23:52 Send private message

I don't see any threat there. Possibly they got confused about the plan you are on, and then realised you were on a capped plan that slowed down if over quota. Very often staff for companies don't actually know the products they are selling.



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  Reply # 573372 25-Jan-2012 23:59 Send private message

I would have thought the plan we where on would have been sitting right in front of his face, since he was bothered enough to call us about it in the first place.  He said in a pushy (almost angry) tone of voice that if we didn't take him up on his offer he would charge us extra.  When I asked him what plan we were actually on he told me what I already knew, said good-bye and hung up immediately.

Not really the kind of interaction with Telecom that I am used to.

Didn't know anything about what he was trying to sell me?  I find that hard to believe.  If he didn't know anything about the product he was selling he should have at least known our immediate situation in order to better sell us the product, rather than bully us in to paying more.





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  Reply # 573382 26-Jan-2012 00:26 Send private message

DravidDavid: I would have thought the plan we where on would have been sitting right in front of his face, since he was bothered enough to call us about it in the first place.? He said in a pushy (almost angry) tone of voice that if we didn't take him up on his offer he would charge us extra.? When I asked him what plan we were actually on he told me what I already knew, said good-bye and hung up immediately.

Not really the kind of interaction with Telecom that I am used to.

Didn't know anything about what he was trying to sell me?? I find that hard to believe.? If he didn't know anything about the product he was selling he should have at least known our immediate situation in order to better sell us the product, rather than bully us in to paying more.


Obviously I didn't hear it to judge, but you could lay a complaint to their management with your concerns, as these companies apparently do record conversations. However I have found you get the same sort of thing when you go into some retailers, where you get a retailer doing the hardsell on you, where they can almost get aggressive to sell you something after they have spent a long time giving you a demonstration.

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  Reply # 573383 26-Jan-2012 00:33 Send private message

That's absolutely not on. I'd get onto that right away. Did you record his name and the time of call etc? He could be doing this to parents who don't know any better and don't have anyone there to sort the problem out.
He'll never learn if he isn't pulled up on his mistakes, do everyone a favour ;D

And same goes for good reps. I remember having an awesome guy called Sam also at Telecom T2 talk to me about VDSL services in our area while we were testing our line and stuff. Also looked up port availability and talked about moving providers. Very very informative so I felt obliged to ask to speak to his manager, which probably freaked him out hahha. But they were great full that we tell them about good and bad feedback because it improves the support all round.





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  Reply # 573386 26-Jan-2012 00:54 Send private message

I have spoken to more good reps than bad.  I've never spoken to one that was ready to get violent to sell something over the phone!

I wasn't going to make a big deal about it.  But I will follow it up.

EDIT:  I might make more of an effort to use the internet when we have gone over for the next three months and see what happens ;)





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  Reply # 573392 26-Jan-2012 05:40 Send private message

DravidDavid: I have spoken to more good reps than bad.  I've never spoken to one that was ready to get violent to sell something over the phone!

I wasn't going to make a big deal about it.  But I will follow it up.

EDIT:  I might make more of an effort to use the internet when we have gone over for the next three months and see what happens ;)


But at least check your plan regularly, daily even, to make sure he isn't going to change you to the plan that charges $2 overage. 

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  Reply # 573402 26-Jan-2012 08:00 Send private message

Did you, or anyone else at your end get emotional back?
Your posts are full of evocative words like 'threatened, bully and violent'... some that you've italicized in order to gain more emotion from them. To me, that strikes me as an emotive response, were you perfectly calm and rational towards him?
If you were not, then it may explain his tone?

Personally, I'd cool down a bit, then call through to his manager. If the outcome isn't satisfactory, vote with your wallet.
But whatever you do, a cool head is key to negotiating a successful outcome.

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  Reply # 573406 26-Jan-2012 08:09 Send private message

Thread title makes it sound like they were going to send around the men in black to smash your knee caps in

John




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  Reply # 573409 26-Jan-2012 08:13 Send private message

If you could PM me your name, phone and account number and the approximate time you were called I can look into this further.




I work for Spark, but as always my views are my own.

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  Reply # 573410 26-Jan-2012 08:18 Send private message

Hi @DravidDavid,

Are you able to PM me some details around with information of the conversation, the persons name (if you can remember), any identification they gave you (i.e. which team they're from) and what time/date they rung you?

Also some details around your account like an account number or landline number.

I'm sorry that you felt bullied, that is not on. I will bring this up with the team and see what went wrong and try to stop this happening to other customers.

Regards,
Amber Craig


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  Reply # 573413 26-Jan-2012 08:28 Send private message

tardtasticx: 
He'll never learn if he isn't pulled up on his mistakes, do everyone a favour ;D


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  Reply # 573414 26-Jan-2012 08:31 Send private message

johnr: Thread title makes it sound like they were going to send around the men in black to smash your knee caps in

John


I'd put nothing past Telecom Tongue Out



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  Reply # 573415 26-Jan-2012 08:35 Send private message

Lias:
johnr: Thread title makes it sound like they were going to send around the men in black to smash your knee caps in

John

I'd put nothing past Telecom Tongue Out



And yet, JohnR is the guy behind Vodafone's black helicopter fleet. You should be careful around him.
 




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  Reply # 573417 26-Jan-2012 08:39 Send private message

freitasm:
And yet, JohnR is the guy behind Vodafone's black helicopter fleet. You should be careful around him.
 


Sokay my tinfoil hat will save me.... Aww crap..



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  Reply # 573436 26-Jan-2012 09:17 Send private message

Mum once got a very agressive rep from Vodafone who harried her into signing up for a more expensive mobile plan, with benefits of no use eg 50Mb/month on a phone that couldn't even do WAP! . I only found out after a couple of months, but in restrospect I possibly could have got her out of it if I had complained.
The rep was a foriegn male, I would guess working on comission.

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