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Topic # 103587 11-Jun-2012 17:33 Send private message

I called TelstraClear today to remove cable TV from my service, to go down to naked broadband. I called at 17:04 and was on hold until 17:24. When the call was eventually answered the woman had some trouble understanding me, and wanted to cancel my internet, but I got that straightened out.

She put me back on hold as I needed to be transferred to a cancellation team. I was on hold for a few minutes before she came back on the line to be told there was no-one available to do cancellations, but someone would call me back within 4-6 business days. I said that's not acceptable, I'll stay on hold. She said no-one can help you at the moment, but I can escalate this and you'll be called back within 24 hours. I gave her my preferred time range, so fingers crossed I hear back... but I won't hold my breath.

I expect there's a notice period for cancellation, which is why I want to speak to someone now, not in 4-6 days. I bet if I wanted to sign up there'd be someone to talk to me right now.

I consider this to be sub standard service so far, but not actually poor since it was just after 5pm. So long as they do call me back I'd call it acceptable. I'll update this post to let everyone know how they do. I won't be holding my breath, but I'm hopeful.




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  Reply # 639149 11-Jun-2012 17:36 Send private message

I've had good results using the website to change my services... worth a try maybe?



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  Reply # 639174 11-Jun-2012 18:08 Send private message

Just checked - you can't cancel services online, just modify existing ones. Thanks for the suggestion though :)




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  Reply # 639180 11-Jun-2012 18:17 Send private message

Very similar experience today.

I want to cancel my cable BB and waited on hold for almost 25 mins and gave up.

I also tried to cancel it via their self service portal, but there isn't any way you can. Ended up trying to change my email address and placed a comment in the "comments" box asking them to contact me to cancel this service.

Not holding my breath that that will work, but I'll give it a day or so and if I've heard nothing I'll try ringing and listening to some awful on hold music.

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  Reply # 639300 11-Jun-2012 21:10 Send private message

Good luck.. .it took weeks and weeks of ringing to get my mother's plan cancelled.

They will never ring back, so don't fall that that.. unfortunately the only way I have found to get results is to get very aggressive on the phone and start shouting at them.  Only company I've ever had to do that with, but being polite just does not work with them.

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  Reply # 639301 11-Jun-2012 21:14 Send private message

Looks like they are not a member of the TDR either






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  Reply # 639305 11-Jun-2012 21:15 Send private message

Thanks all, I'll call them back tomorrow. Or maybe I'll just use the complain online route and make a big stink until they do it if they don't get it done in a reasonable time.




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  Reply # 639318 11-Jun-2012 21:29 Send private message

johnr: Looks like they are not a member of the TDR either


Yes they are: http://www.tdr.org.nz/what-we-do/who-we-cover

But anytime any customer has to go there, it's not good.... sigh....




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  Reply # 639320 11-Jun-2012 21:33 Send private message

This isn't sounding positive. Gary, if you're reading this, can you please tap someone on the shoulder to ensure case T6581818 is dealt with please, I'd appreciate it.




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Reply # 639323 11-Jun-2012 21:35 Send private message

antoniosk:
johnr: Looks like they are not a member of the TDR either


Yes they are: http://www.tdr.org.nz/what-we-do/who-we-cover

But anytime any customer has to go there, it's not good.... sigh....


DOH I just looked at a page and it did not show the TCL logo!




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  Reply # 639329 11-Jun-2012 21:40 Send private message

Hehe TC are the worst.  

I'm not a customer but about a year ago we had strong winds in Wellington (no surprise there) and a cable came off the power pole and was lying on my lawn and over my car.  One end was still attached to the power pole and I'd heard that TC cables hang about a metre below power cables so I assumed it was a TC cable but wasn't going near it because I quite enjoy living (I know TC cables don't carry much voltage but I don't take any chances with cables dangling from power poles).

Anyway I ring TC and I tell them there's a cable which I believe is theres hanging from a power pole lying on my lawn and over my car but they say they can't help me because I'm not customer and they can't the load the job in the database because they can't associate it with a customer number! WTF?!?!  After much frustration I convince them to look up neighbouring properties and see if any of them are TC customers and can they load the job against them which they begrudingly agree to do.

So, then I ask will a technician be here soon because I want to go out and they said nah it's the weekend and the third party cable company (can't remember the name) won't be out until later in the week.  Now I'm about to explode and I ask what I should do as my wife, 2 year old daughter and myself are now stuck in our house......their response "go and grab the cable and tie it to the lampost yourself and when the tech turns up he will re-attach to the power pole" - WTF!?!?!?!  "I said I'm not going to grab a cable hanging from a power pole" followed up with a few "have you lost your effing mind?!?!?!".

I eventually hang up on TC and ring the fire brigade (I shoulda done that to begin with).  They were great they stared at the cable for about 15 minutes cause they weren't 100% sure if it was TC cable or not but eventually bound it up so we could leave our house safely.  A tech eventually turns up again and re-attaches the cable about 8 hours later.

I end up writing a letter of complaint to TC telling them their call centre staff are advised me to grab a cable hanging from a power pole and their reply was "Sorry we'll update our training material so this doesn't happen again". Nice.

About 6 months ago the cable fell again not right to the ground this time but it's hanging low, about 10-12 feet off the ground.  I rung TC and after being on hold for about 45m they said they'd send someone immediately.  They never did and the cable is still hanging low and I can't be arsed ringing them and going through the whole debacle again.

Anyway, sorry for the long post but TC are the worst and their call centre staff, in my experience, are a disgrace.



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  Reply # 639359 11-Jun-2012 22:43 Send private message

Which call centre did you get? The NZ one or the overseas one?



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  Reply # 639365 11-Jun-2012 23:11 Send private message

Overseas, the woman was nice but had a little trouble understanding me.




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  Reply # 639372 11-Jun-2012 23:53 Send private message

you got your call answered in 20 minutes when calling around 5pm; that's actually better than telstraclear used to be by far. cancellations are a real bitch with telstraclear, it's always been that way. they likely need someone to come around to your house i think? and then they won't be able to give a firm time - and will be "very busy" on saturdays and other than that only work weekdays, etc...

i'm not sure on specifics, but i'd recommend calling sometime not around 9/5/lunchtime. 11 am or 3 pm may work a lot better.

and if you don't get a good resolution ring back the next day. also after the service is canceled you should expect another bill, and then have to ring them again and get corrected. after this you'll really wonder if it's sensible to go with telstraclear if you ever move house.

fortunately ufb may bring some competition and choice.

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  Reply # 639375 12-Jun-2012 00:16 Send private message

I get the whole issue here "if you've got people to sign up and take my money then you should equally resource to stop taking my money, blar blar blar".

But let's get real here dude, everyone knows canceling anything with many service providers, or getting a credit, blar blar, is always more time consuming etc.

Really the request just needs to be put in writing and then you just don't pay for it after that and if they bill you then you just pop off a quick email to the provider until they eventually just update their systems with a credit from the date you asked for the cancelation (assuming you actually stopped using what ever service it is you're trying to cancel).

This is bugger all different to taking something back to kmart or the warehouse, both of which are painful to get a credit from. Sure, you can pay at one of 10 checkouts in under 60 seconds, but a credit requires you to head to the service desk.

At Disk Smith you have to have at least 2 bits of paper printed, your address, name, etc, and a line manager co sign the transaction.

At most places to get an EFTPOS credit the seller also has to track down their 'eftpos credit' card so that the transaction can be put back on your card that you used to make the purchase.

In days gone by, not to long ago, the power company would have to post you a cheque for any sort of refund.

Don't get me wrong here for a section. I'm not defending TCL's crap service in this space. Most regular readers know that I'm all over companies who use "process frustration" as a way to hold in customers, and Telstra in Australia is well known to be a master abuser of this practices and the slipperist cat to pin it on.

But let's keep it real and call this crap for what it is.

While providers can use 'process frustration' in an attempt to hold you in, you should always pay these sorts with a CC so you have some protection in the form of a 'charge back' and just don't pay for services you've canceled and just keep bouncing back responses to their demands with the same level of helpfulness as they're delivering you. Remeber, it still costs them wages every time they have to reprocess your decline to pay for something you've already cancelled.

Lastly, TDR - has anyone here ever actually found them useful?

I followed reaction to TIO in Australia, people often found them to be more frustrating than dealing with the provider.





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  Reply # 639397 12-Jun-2012 07:39 Send private message

Good idea to email them, but how do you do that? Is there a customer service email?




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