Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.



2 posts

Wannabe Geek


Topic # 113623 22-Jan-2013 18:44 Send private message

I wish I read this forum before I joined up with Compass, but I have the unfortunate experience of signing up with Compass. I registered with the forum just to share poor service so hopefully no-one else has to go through this experience as well.

I was cold called by Compass over the phone and signed up. Afterwards, I then decided to read reviews on their service and tried to cancel. The sales rep told me there was a seven day cooling off period where the contract could be cancelled without charge, so I cancelled two days later and received email confirmation so I though that would be the end of it.

A week later I lose internet becuase it had been transferred by Compass. But with my account closed I couldn't connect to their service or lay a complaint using their webpage form. After getting someone on the phone I was told that this was a mistake and was promised that my old ISP would be notified to reverse this. Another phone call and three days later still no notification so I started the transfer process back myself. Another week later I got a phone call asking if my account had been closed - repeated the above.

Since then I have been getting invoices for internet and early termination charges. Each time I write back and am told account will be credited, but still get demands for payment each month. After six weeks I lay a complaint with Telecommunications Dispute Resolution, but am told they can't investigate because Compass gave an excuse of having no records of my complaint. Send the emails again to Compass but still have no reply except for a final demand for payment. Posting here seems to be teh only way to get any resolution so here I am - Compass please get back to me. 

Create new topic
BDFL
49972 posts

Uber Geek
+1 received by user: 4634

Administrator
Trusted
Geekzone
Subscriber

  Reply # 749057 22-Jan-2013 19:03 Send private message

You have joined the forum just to "expose" poor service, not to seek help?

You read the FUG and understand we do not allow soapbox posts, right?




16521 posts

Uber Geek
+1 received by user: 1416

Trusted
Vodafone NZ

  Reply # 749067 22-Jan-2013 19:22 Send private message

Call compass ask them for a complaint number




206 posts

Master Geek
+1 received by user: 13


  Reply # 749156 22-Jan-2013 21:42 Send private message

be careful, no 7 day period as the contract was not formed on your property, this is the golden rule of the door to door sales act, inwhich the 7 day period clause lyes. in saying that im sure one of the compass guys can help you out. they have been speady of late.

16521 posts

Uber Geek
+1 received by user: 1416

Trusted
Vodafone NZ

  Reply # 749158 22-Jan-2013 21:46 Send private message

Might be a one post wonder






2 posts

Wannabe Geek


  Reply # 749221 22-Jan-2013 23:47 Send private message

OK, I interpreted the clause about soapboxing as posting an opinion without facts behind it. I jumped in with a rant as that is how I saw previous threads being started, and those threads got a speedy resolution. I'll edit the first post if you want, but this is the help I need. How to get in contact with someone at Compass who can discuss this case with me?

After back and forth emails with customer service no progress has made. I discussed the case with TDR, and submitted a formal complaint to Compass with my case history as advised. I have not had any reply or confirmation of my complaint, but still have demands for payments and threats of legal action coming through. I'm stuck as TDR are not able to help as Compass say they have no formal complaint, but when I submit a formal complaint it is ignored.

@johnr - if you think calling will have a better chance of success than email then I will try that, thanks.

BDFL
49972 posts

Uber Geek
+1 received by user: 4634

Administrator
Trusted
Geekzone
Subscriber

  Reply # 749232 23-Jan-2013 00:15 Send private message

You should call and clearly say you want to lodge a complaint and ask for a case number. Only then the complaint is formally lodged.




7276 posts

Uber Geek
+1 received by user: 907

Trusted
Subscriber

  Reply # 749246 23-Jan-2013 00:56 Send private message

I can't really understand, even in this day and age, using email to communicate in preference or without even trying voice calls in situations like this. It's not like the number is difficult to find.

11 posts

Geek
+1 received by user: 3

Trusted
Compass Communications

  Reply # 749269 23-Jan-2013 08:31 Send private message

Hi,

Brendan - Please DM me your contact number and we will have someone get in touch today to discuss.

Many thanks,

Compass

620 posts

Ultimate Geek
+1 received by user: 3


  Reply # 749714 23-Jan-2013 17:05 Send private message

networkn: I can't really understand, even in this day and age, using email to communicate in preference or without even trying voice calls in situations like this. It's not like the number is difficult to find.


Audit trail I would say when calling (unless your going to record your conversations) going back and proving you've made contact is hard.

7276 posts

Uber Geek
+1 received by user: 907

Trusted
Subscriber

  Reply # 749730 23-Jan-2013 17:22 Send private message

I can understand doing BOTH but not calling seems odd.

3016 posts

Uber Geek
+1 received by user: 199

Trusted
Subscriber

  Reply # 749739 23-Jan-2013 17:44 Send private message

If you are in Auckland go there and ask to talk to a manager and record the conversation. They are in Newmarket.





Create new topic




Twitter »
Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





Trending now »

Hot discussions in our forums right now:

Government Limos
Created by networkn, last reply by joker97 on 30-Oct-2014 23:24 (78 replies)
Pages... 4 5 6


Snap refuses to replace faulty gear
Created by Brendan, last reply by MadEngineer on 28-Oct-2014 19:07 (92 replies)
Pages... 5 6 7


Speed limit when overtaking? Teach me please.
Created by nakedmolerat, last reply by joker97 on 28-Oct-2014 17:13 (123 replies)
Pages... 7 8 9


House Auctions
Created by t0ny, last reply by Geektastic on 27-Oct-2014 14:26 (80 replies)
Pages... 4 5 6


Won a prize draw at Homeshow....sort of.
Created by heylinb4nz, last reply by eracode on 30-Oct-2014 17:56 (15 replies)

Help choosing a BBQ
Created by lokhor, last reply by blakamin on 28-Oct-2014 21:30 (31 replies)
Pages... 2 3


50 free Airpoints Dollars™ when you spend $300 OneSmart
Created by jnimmo, last reply by khull on 30-Oct-2014 16:04 (26 replies)
Pages... 2


VF - months of poor internet, hours of waiting on hold, no help!
Created by pcs, last reply by NZCrusader on 30-Oct-2014 09:39 (27 replies)
Pages... 2



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.