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1619 posts

Uber Geek
+1 received by user: 186


  Reply # 635632 4-Jun-2012 19:56 Send private message

DoomlordVekk: This sort of crap makes me feel quite ashamed to work for TCL, to be completely frank.


Me too, which is why I'm so glad I don't work for them anymore :)

1146 posts

Uber Geek
+1 received by user: 202

Subscriber

  Reply # 635941 5-Jun-2012 11:32 Send private message

Someone really does need to drag TCL's customer support into the 21st century. If it wasn't for Gary here at Geekzone, and Byron/Simcore over at ON3 providing great service, I'd probably have been jailed for flying to the philippines and blowing up a TCL call center by now.

566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 636144 5-Jun-2012 15:45 Send private message

Hi all - we have just issued statement to the media:

A story in The Dominion Post (2 June) that was repeated in a number of papers and online is misleading says TelstraClear.

The couple featured in the story have been TelstraClear customers for many years and have had a dial-up Internet service since 2005. In upgrading the customers’ TV to a digital service, the sales agent mentioned that they could take advantage of a package discount. This meant that if they wished to upgrade from dial-up to broadband they would get a discount. This offer was accepted.

The sales agent did not follow proper policy which states that, where the person appears to be frail elderly, and certainly where the customer is a resident of a retirement or care village, that the contract is left with them and they should be advised to seek the opinion of a family member before proceeding. This did not happen and appropriate action was taken by TelstraClear as soon as this was discovered.

We have also apologised for the difficulty that the customers’ daughter had in contacting us, and we are working to reduce wait times. One team of new customer help staff are already on the phones, and have more are being trained.


[Edited to fix spelling mistake.]

225 posts

Master Geek
+1 received by user: 1


  Reply # 636173 5-Jun-2012 16:31 Send private message

The mrs has just finished training at Telstraclear and started working on the phones for exisiting customers today, Ive been trying my hardest to teach her the little bits i know about TCL and also about the issues voiced here on Geekzone.

Hope this helps her be more of use to anyone that calls up, please dont go too hard on her because im sure il be the one hearing allll about it when she gets home.

As for the original topic they had dialup already? seems like a logical conclusion that they would own a computer whether or not he followed potocol?

566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 636178 5-Jun-2012 16:39 Send private message

halfbaked: The mrs has just finished training at Telstraclear and started working on the phones for exisiting customers today, Ive been trying my hardest to teach her the little bits i know about TCL and also about the issues voiced here on Geekzone.

Hope this helps her be more of use to anyone that calls up, please dont go too hard on her because im sure il be the one hearing allll about it when she gets home.

As for the original topic they had dialup already? seems like a logical conclusion that they would own a computer whether or not he followed potocol?


Hi halfbaked. I hope the mrs enjoys it here, and I'm sure that she'll appreciate the support you're giving her.

The customers did have dial-up, and the reporter was told this on Wednesday, well before Monday's story ran. Even so, we have admitted that we could have done better and we are looking to see if any changes can be made to improve things (which, to be fair, the original story did quote us on).

But we also believe that crucial facts were ignored by the reporter, therefore readers would not have been able to make a fully informed decision on the issue.

Gary



1619 posts

Uber Geek
+1 received by user: 186


  Reply # 636199 5-Jun-2012 17:09 Send private message

halfbaked: The mrs has just finished training at Telstraclear and started working on the phones for exisiting customers today

Oh dear.

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