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Topic # 103311 4-Jun-2012 08:47 Send private message

http://www.stuff.co.nz/national/7039012/Couple-sold-web-package-they-had-no-way-of-using

Surely the sales rep could have seen they didn't have a computer?

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  Reply # 635337 4-Jun-2012 09:50 Send private message

Obviously didn't care past his commission.

But seriously, only one side of the story here and the salesman/company should be given the chance to give their side before public ridicule and condemnation. Another example of quality 'Stuff' investigative journalism (NOT!)

Shouldn't have been that hard to opt out though...that's an epic fail.





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  Reply # 635352 4-Jun-2012 10:25 Send private message

scuwp: Shouldn't have been that hard to opt out though...that's an epic fail.



You've clearly never tried to contact TCL.

I've been trying to get hold of them for 4 days now to add a credit card to my account for payments and have given up every time so far due the wait times.


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  Reply # 635360 4-Jun-2012 10:36 Send private message

Well I guess they thought one of them computing things would be provided.
Don't they ("some marketing blar") say they can provide you with some kind of hardware to connect to the internet, isn't that a computer.

IE Vodafone Broadband Complete | Wireless modem and router | Vodafone NZ
"Get online wirelessly at home with the Broadband Complete wireless modem. It?s exclusive to Vodafone and allows you to make the most of a broadband connection."
"You can print and access files wirelessly, when you connect your printer or external hard drive to the modem."

Some people just don't know.

And telstraclear have this;
TelstraClear - Our Sharpest Deal Yet!



Broadband shows a little picture of a computer...

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  Reply # 635407 4-Jun-2012 12:45 Send private message

This was my fault. Sorry.

D




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  Reply # 635465 4-Jun-2012 14:30 Send private message

scuwp: Shouldn't have been that hard to opt out though...that's an epic fail.
As sbiddle says - try contacting Telstra Clear on the phone. If you can get get through and get through to someone in NZ who understands what you want...after that you have to double-check your bill to make sure your request has actually been actioned...and not just "forgotten about".
Sure, Gary and co do a good job on here...but if the call centre staff were good, Gary would have much less instances where he needs to be the ambulance at the bottom of the cliff, right?

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  Reply # 635474 4-Jun-2012 14:54 Send private message

quickymart:
scuwp: Shouldn't have been that hard to opt out though...that's an epic fail.
As sbiddle says - try contacting Telstra Clear on the phone. If you can get get through and get through to someone in NZ who understands what you want...after that you have to double-check your bill to make sure your request has actually been actioned...and not just "forgotten about".
Sure, Gary and co do a good job on here...but if the call centre staff were good, Gary would have much less instances where he needs to be the ambulance at the bottom of the cliff, right?


My point exactly, it shouldn't be that hard, and the fail I meant was on TC not the customer.

Doesn't give me much enthusiasm with all the comments about TC buying up Telecom.  








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  Reply # 635491 4-Jun-2012 15:17 Send private message

I have had these door knocker at my place trying to hardsell me their packages. I don't buy anything from hawkers.
I prefer to do my own research when buying products and services.



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  Reply # 635499 4-Jun-2012 15:36 Send private message

scuwp: My point exactly, it shouldn't be that hard, and the fail I meant was on TC not the customer.

Doesn't give me much enthusiasm with all the comments about TC buying up Telecom.  



I hope that doesn't happen. But I have a feeling the Commerce Commission probably wouldn't let that go ahead.

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Reply # 635575 4-Jun-2012 18:07 Send private message

This sort of crap makes me feel quite ashamed to work for TCL, to be completely frank.
Kinda of makes you want to acknowledge them and thank them, for dragging us through the mud, again...

In the military, the first crime is getting caught doing something you shouldn't have.  Then they get you, if they can't get you on anything else, under section 73 of the Armed Forces Defence Act, Conduct Prejudicial to Service Discipline, specifically, bring the Service into Disrepute.....
Or you just drop both volumes of the DM69 (Armed Forces Law) on their fingers from 12 inches above the tabletop




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  Reply # 635579 4-Jun-2012 18:19 Send private message

I know at least 3 separate people who don't have a computer, but do have broadband.

.....they use it for their smartphones :P

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  Reply # 635580 4-Jun-2012 18:21 Send private message

Although there are two sides to every story. The media does love to beat up the telcos, as that is how they sell their papers.

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  Reply # 635583 4-Jun-2012 18:25 Send private message

mattwnz: Although there are two sides to every story. The media does love to beat up the telcos, as that is how they sell their papers.


I think that since TCL have apologised in the media would point to it being reasonably close to truth




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  Reply # 635608 4-Jun-2012 19:17 Send private message

mattwnz: Although there are two sides to every story. The media does love to beat up the telcos, as that is how they sell their papers.


My mum had a car before she could drive...

....this problem happens so infrequently that when it does it actually gets media attention....

...if this happened to me then you guys would just laugh but I'd cry, I can't afford $100 dollars of extra bill I didn't expect, if it happened to my parents I'd laugh...

In reading the Stuff article we're all assuming that these old people are on the brink of poverty and having bb for a month, that they didn't need, has caused them to not eat!

The reality could be very different.  In the case of my parents I'd just help them get it sorted out and give them a bit of a reminder to call me when ever they sign up for stuff and I'd also keep an eye on their bank accounts each day/week if they were at the point where they're not managing as well as they once did.

DV:  With call centers now OS, where to kiwi's get an entry level job with TCL these days?

Personally I wouldn't feel so bad about this one at all.

I posted earlier that this was my fault, and it is.  It's mine and all GZ users. 

We all want cheaper services, we all want more value from a very complex product.

I think many people have forgotten the bad old days of a telephone call from Wellington to Auckland costing $2/minute after 6pm.

People seem to have forgotten that we got internet going in New Zealand (and other parts of the country) by users working together, helping each other out, setting stuff up, fixing stuff when it broke and not expecting hand holding by the provider.

Everyone on line was happy to help each other out.

Today sites like GZ seem to be used for nothing but having a bitch from time to time and less and less about actually helping each other.

In this case, where's the GZ user helping the doctor understand how to make quick contact with TCL to get this issue sorted?

Clearly we're doing a crap job on GZ in educating the greater population that this site, and sites like it exist who could have helped sort this mess out with in minutes with no waiting on the phone at all.

As for the Stuff reporter... ya, they didn't help either.   The article could have provided a link to GZ and TCL's twitter account as a more immediate form of contact.  NZ Nog is also a really good resource for getting this sort of thing to just go away.









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  Reply # 635609 4-Jun-2012 19:17 Send private message

Having just dealt with a commission salesperson in another field who tried their hardest to sell me a package where they got a high commission and avoided telling me anything about the package I actually wanted (which did not pay a good commission) I can believe this.

The predominant culture in these environments is usually get the sale and have good laugh about it at lunchtime then forget it and go home do it all again tomorrow. Tapes and sales are not audited for integrity. People who are naturally good at this kind of bs tend to be promoted and perpetuate the problem.

Harsh and monetarily specific bs penalty clauses at the top level of commission sales partnership contracts would go a long way towards reducing potential growth of this culture.

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  Reply # 635631 4-Jun-2012 19:55 Send private message

jeffnz:
mattwnz: Although there are two sides to every story. The media does love to beat up the telcos, as that is how they sell their papers.


I think that since TCL have apologised in the media would point to it being reasonably close to truth


Yes but did they provide the full explanation for what happened in the story from the salespersons point of view? It looks like they have just blamed the salesperson for apparently not following procedures, which is an easy excuse. From teh photo the woman certainly dosn't look that elderly or frial, infact I would have picked that she was closer to 70, which isn't 'eldery.

I am not a fan myself of commission sales both by door knockers and telemarketers, as the person selling have a huge motivation to make a sale.

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