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Topic # 111118 24-Oct-2012 19:28 Send private message

Two years ago I got a TelstraClear mobile connection that was free for two years (basically an enticement so they lock you into broadband for two years). A month before the 2 years was up I got a call from TelstraClear asking if I wanted to sign up for another two year contract to keep on getting it for free but I asked for it to be cancelled instead.

It wasn't cancelled when I received this months bill so I called up to have it cancelled. When I finally got through the lady wasn't able to help as it had to be handled by the disconnections team. There was over an hour wait for this so she put in a callback request so I would be contacted within 2 days. After 5 days of no one contacting me I called up again, got told again that disconnections was busy, and that the callback request would be upgraded to urgent and that someone would definitely contact me within 24 hours. Predictably, no one gave me a call.

Is there any reliable way to cancel part of a TelstraClear service without having to wait for 30 mins on hold just to put in a callback request that doesn't actually happen?  I miss the days when you called up TelstraClear, you got a person in NZ, and they sorted things out reliably and quickly!

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  Reply # 705876 24-Oct-2012 19:33 Send private message

zenourn: Is there any reliable way to cancel part of a TelstraClear service


Yes.  Just post your request on GZ, wait for the following business day and Gary will sort it for you :)

Problem fixed.

Normally Gary will post, just asking you to PM him your account number and some contact details and then get a team member to follow up, which does happen.

D





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  Reply # 705883 24-Oct-2012 19:46 Send private message

Posting to GZ or complaining on twitter is about the only way to get service from TC.

I want to upgrade to Warp Speed, but I'm scared to change anything. My internet works fine and has for years, and I suspect they'll stuff it up somehow.




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  Reply # 705886 24-Oct-2012 19:52 Send private message

timmmay: Posting to GZ or complaining on twitter is about the only way to get service from TC.

I want to upgrade to Warp Speed, but I'm scared to change anything. My internet works fine and has for years, and I suspect they'll stuff it up somehow.


Na... just drop Gary a PM with some details, his lackie is quite good at getting this right ;)

Seriously, it's fairly idiot proof.  It requires a site visit to install the new DOCSIS3 Cisco modem, so you've got someone on site to see the process though end to end so very unlikely you'll lose service.  Your IP number stays with you.

The only thing they can stuff up is the install date/time.  But they will book a Saturday and the com's aren't to bad.






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  Reply # 705911 24-Oct-2012 20:40 Send private message

Yeah, upgrading a service is easy. You can request it via their customer portal.

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  Reply # 705916 24-Oct-2012 20:48 Send private message

Perhaps they need a cancellation form to make it easy.

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  Reply # 706029 24-Oct-2012 23:52 Send private message

You're right Don, but people shouldn't have to rely on Gary to fix all their problems, should they? The call centre should get it right, first time, without 100 followup calls where everything is promised but nothing is actually done.

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  Reply # 706063 25-Oct-2012 07:06 Send private message

So true, when I called to confirm my Warp speed upgrade they didn't have a date and then couldn't do a date for me so I said fine cancel it then, the poor (English not first tongue) guy got in a muddle and ended putting me through to his manager.....who was a Kiwi, was sorted in minutes and the install is booked :)

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Ultimate Geek
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  Reply # 706079 25-Oct-2012 07:58 Send private message

Do keep in mind that just because the person at the other end of a call centre line doesn't have English as their first language, does not mean they are not a 'kiwi', nor outsourced.

Now I don't know the details of TCs call centres nor am I a fan of TC in general, but this is an idea/comment that I hear a lot and it grinds my gears a bit




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  Reply # 706084 25-Oct-2012 08:11 Send private message

I don't think anyone really cares where someone is, where they're from, etc, what they care about is the person can understand them and is competent to do their job. In my experience with TC call centres they can do the basic of what I'd expect, and they have trouble understanding me. I've pretty much given up with the TC call centres.




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  Reply # 706089 25-Oct-2012 08:35 Send private message

quickymart: You're right Don, but people shouldn't have to rely on Gary to fix all their problems, should they? The call centre should get it right, first time, without 100 followup calls where everything is promised but nothing is actually done.


Talk about a sense of history repeating it self here.

Yes, everyone should expect Gary to fix all their problems.

Three decades ago, I recall people harping on about how you couldn't get blar blar to do your stuff when you sent them a letter. It would take 6 weeks just to get an answer.  At the time others would rant about using a 'telephone' to just call them.  But people would waaaa that 'it has to be in writing you idiot!"

Then we got the fax and people would scream "not everyone has a fax, they should answer their letters!"

Then we got email and everyone cries they should answer their phone...

Then we got public forums - and Gary fixes my stuff fast.






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  Reply # 706096 25-Oct-2012 09:00 Send private message

mattwnz: Perhaps they need a cancellation form to make it easy.


From my experience the form will ask questions which have no relevance to the request, will be 50 pages long and then will be lost anyway.

I guess as long as they add an option to print multiple copies so you can re-send every time its lost it should be ok.

Jon

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TelstraClear

  Reply # 706123 25-Oct-2012 09:51 Send private message

Hi all, thanks for the compliment, but please remember that if you haven't tried gettings things sorted through the online form, email or call centre first then I'm not able to help. Please try the proper channels first as they do work. We have many hundreds of calls and emails every day and almost all are sorted out quick smart.

Occasionally things don't go as they should and that's where me and our social media team can help out. We also provide feedback to the appropriate team managers so that they can get to the bottom of what went wrong. That's why we need specific details about your issue.

Zenourn, sounds like you haven't got the service that you should have. Please PM me with your account number and a contact phone number and I'll ask one of the team to call you and get this sorted.

Jon, thanks for the feedback on the online form - can you please let me know what the irrelevant questions are and how you're getting to 50 pages?

Cheers, Gary

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  Reply # 706130 25-Oct-2012 10:04 Send private message

DonGould: ...

Yes.  Just post your request on GZ, wait for the following business day and Gary will sort it for you :)

Problem fixed.

Normally Gary will post, just asking you to PM him your account number and some contact details and then get a team member to follow up, which does happen.

D



I have just PM'd Gary. So, hopefully outcome will be mutually agreeable. Thanks Don.

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  Reply # 706132 25-Oct-2012 10:14 Send private message

TelstraClear: Hi all, thanks for the compliment


You're most welcome Gary.


TelstraClear: We have many hundreds of calls and emails every day and almost all are sorted out quick smart.


Ok.  I'm kinda keen to understand why I bounce out of it on the dark side every single time then?

Honestly, this 'disconnections' thing really strikes me as customer lock in.  It's a common tactic used by telcos to hold customers.

I accept that people get annoyed at their service on a day and go "oh stuff this, I'm just going to cancel it' and then a day later when they cool down they want to reconnect which has then caused a whole heap of stress and more mess.

However, consumers really should have the same access to cancel something as connect it.

"Hi this is Don Gould, my account number is 132345 and I'd like to cancel my phone service" should be met with "Yes sir, I'll just confirm your identify, which service it is you want to cancel and get that under way".

Sure, that might mean that the 6pm CSR just takes the details and passes it to a provisioning team to decommission later, but the customer should never have to call back or be called back...

...you talk about email Gary, how is it that your staff can't simply use it?!

D





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  Reply # 706134 25-Oct-2012 10:18 Send private message

appa:
DonGould: ...

Yes.  Just post your request on GZ, wait for the following business day and Gary will sort it for you :)

Problem fixed.

Normally Gary will post, just asking you to PM him your account number and some contact details and then get a team member to follow up, which does happen.

D



I have just PM'd Gary. So, hopefully outcome will be mutually agreeable. Thanks Don.


Hi Appa,

Sorry, you do seem to have miss read my comments.

I would expect you to at least out line what it is you want done in your forum post.

"Hi this is Appa, I want to change my service to Warp 100, can someone please contact me to do this and if anyone has any advice or comment about this, as I haven't done it before, then please let me know".

My whole point in using the public forum space is that we crowd source help from other users to reduce the work on our providers to help keep costs down.

Just randomly filling up Gary's mail box with requests from 300,000 customers is going to just cause the same problems the phone and email systems have now.

But good luck and report back on how you go.

D





Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


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