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701 posts

Ultimate Geek
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  Reply # 573438 26-Jan-2012 09:20 Send private message

In the 5+ years having Telecom BB I've never once been called for regularly exceeding my data cap, which happened often given how small they've been till recently

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  Reply # 573441 26-Jan-2012 09:29

You get idiots everywhere I am afraid.
He will probably lose his job.

I would actually say though its quite good that they notice you regularly exceed your data and they rang you to at least discuss bumping up your plan. I reckon many people would just go to a better plan when given the easy option. That's actually quite proactive. But trying to con you about the nature of your plan is no on...




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  Reply # 573576 26-Jan-2012 13:27 Send private message

Never had issues like this with Telecom.

Rogue commission salesperson. My guess is the same person used a similar technique on many people. It works often enough.

Advice to Telecom: Audit the last 15 calls from that person.



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  Reply # 573592 26-Jan-2012 13:47 Send private message

Dunnersfella: 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.

I realise it may have sounded a little emotional.  I italicized bully as  mattwnz argued there was no threat (even though in my opinion it was.) Getting upset or angry over the phone is pointless.  I had the information I needed in front of me telling me the opposite to what this guy was saying and if anything, I was confused.  Its not the first time I've been given mis-information by a Telecom representative.

My mother was obviously upset, at which time she handed the phone to me.  I simply asked what plan we were actually on and if we had been charged for it in the past.  He backed down, told me our plan didn't allow us to be charged extra and as I was about to reply he said good-bye.

At the risk of sounding more dramatic, he was "pushy" about it.  It seemed as if he was going to get more money out of me if it killed him.  And I felt the words bullied and threatened were appropriate words to use at the time, since he threatened to charge me more and was bullying myself and my mother in to a more expensive plan.

I'm already in motion to sorting the guy out.  Its only fair, I'd hate to think how many others have this guy on the other end of the phone.
I will be watching the account like a hawk...As well as my front door for men in black.

Cheers.





Sometimes what you don't get is a blessing in disguise!

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  Reply # 573595 26-Jan-2012 13:52 Send private message

DravidDavid: I'm already in motion to sorting the guy out.  Its only fair, I'd hate to think how many others have this guy on the other end of the phone.
I will be watching the account like a hawk...As well as my front door for men in black.

Cheers.


Hi - Are you able to provide us some information (either myself or PLambrechtsen). We would like to follow this up and find out what the story is and if it is a case of someone being 'pushy' stop this happening to others.



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  Reply # 573597 26-Jan-2012 13:55 Send private message

Thanks for your help guys,  My mother has contacted Telecom directly about it.  I don't want to bother you guys unless the process that has been started falls through though. :)

Thanks again! :)





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  Reply # 573783 26-Jan-2012 19:04 Send private message

I am on the 60Gb pro plan. Is that what you are on? We get charged overage. My guess is they didn't actually look closely at your account so he was just confused about what he was trying to sell you. I get rang up lots as I get a Chorus contractors discount but when they look at my plan they don't think im getting the best deal so they try and sell my total home packages.

n4

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  Reply # 573787 26-Jan-2012 19:15 Send private message

Sounds like an overzealous employee on commission, more than likely from an outsourced call centre company, not Telecom. Not that that changes the facts or the expectations of course.




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  Reply # 573788 26-Jan-2012 19:19 Send private message

I know this will sound rather bad but but I think it is all a storm in a tea cup.




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  Reply # 573789 26-Jan-2012 19:20 Send private message

jeffnz: I know this will sound rather bad but but I think it is all a storm in a tea cup.


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  Reply # 573836 26-Jan-2012 20:33 Send private message

jeffnz: I know this will sound rather bad but but I think it is all a storm in a tea cup.


Maybe.  I wanted to see if anyone else had experienced something similar.

Tea cups can get pretty big though:
Tea cup





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  Reply # 573839 26-Jan-2012 20:35 Send private message

LOL indeed they can but is it reality or perception :)




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  Reply # 573938 27-Jan-2012 08:10 Send private message

DravidDavid:
jeffnz: I know this will sound rather bad but but I think it is all a storm in a tea cup.


Maybe.  I wanted to see if anyone else had experienced something similar.


I can only re-iterate both Amber and My offer to take this further internally.  Retail Broadband couldn't be further from my day job and I think this is serious.  I know the people who work in that area take these things very seriously so both Amber and I are very interested to chase this up to ensure it won't happen again.

DravidDavid: Tea cups can get pretty big though:
Tea cup


They can, hence why we've asked for your mothers information to ensure it won't happen again... But that looks more like coffee than tea to me, which doesn't have quite the same ring to it :)

Watchmaker Wizard
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  Reply # 574005 27-Jan-2012 11:04 Send private message

FWIW I've dealt with Telecom quite a number of times in the past 3-4 years and every time I've been surprised at how great they've been to deal with. I've got to move house in a few weeks and I suspect the broadband situation there might be a tricky one, so it'll be a good test for them ;)

I used to go over our broadband cap on a regular basis although usually not by a lot, and I don't recall having any calls suggesting we upgrade, since they've given me 60GB/month I've rarely managed to get anywhere near the cap but I've been thankful of it for the times when I've wanted\needed to pull down 8GB+ install packages. I've changed to the throttled plan now so excess charging is no longer an issue.





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  Reply # 574227 27-Jan-2012 21:05 Send private message

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


One time I was 5 minutes late paying my Vodafone bill. Nek Minnit, JohnR shows up in the black helicopter and breaks both of my kneecaps! The OP problems seems insignificant by comparison.




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