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Topic # 99851 28-Mar-2012 18:34 Send private message

I'm just going to write a short post about one incident because I think it bears mentioning. If there are some people who remember it, there was a promotion offer from TC that included fuel discount, along with what was the same as the current $75 broadband pack. I'm not in NZ at the moment, but my parents just had a problem with the service provided. The fuel discount was supposed to be 10c per litre of fuel if I remember correctly, and my parents just found out that they were getting only 3c.

Here's what I heard from my parents. After a week of dealing with call centre and a complaint form, here is the reply that my parents got:

[Please accept my apology for the wrong information. The standard discount you are receiving for your AA Smartfuel is $0.03 per liter. This is the initial information I gave you when you register your AA Smartfuel Card. The email confirmation was sent to you on 10 February 2012 and the reference number is 120209-000362.

As a goodwill gesture, I have arranged a credit of $30.00 to your TelstraClear account and this will reflect on your next bill. Again please accept my sincere apology for the confusion.]

Now, I don't know where this so-called 'confusion' is coming from, because I remember signing a contract based on that 'confusion' which was written down in a promotional flyer that I had received last year in my mail box. By the way, I am very certain that this 'confusion' was also in the original contract.

Now, I'm insanely busy at the moment, and my parents asked me not to waste my time, but I just had to point out what I thought was a blatant false advertising. Well, I honestly don't plan to follow up on this thread and waste too much of my time with TC for the next few weeks, but I just had to vent my anger and warn other people.  

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  Reply # 601473 28-Mar-2012 19:14 Send private message

http://www.telstraclear.co.nz/company-info/media-release-template.cfm?newsid=427&myear=2011

"?We?re delighted to be able to continue bringing our customers benefits that make a positive difference to their lives as well as their wallets,? says TelstraClear chief executive Allan Freeth. ?All TelstraClear customers, whether AA members or not, will be able to use AA Smartfuel to get a three cents per litre discount on fuel when they spend $79 or more per month with TelstraClear.?

With AA Smartfuel motorists earn, combine and redeem their cents per litre discounts by swiping either their AA Membership card or their free AA Smartfuel card at Caltex, BP and participating retailers. The fuel discounts expire at the end of the calendar month following the month in which they were earned."

you can earn up to 10c/l depending on what other stuff you buy, but the telstraclear offer on its own only gives you 3c/l



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  Reply # 601485 28-Mar-2012 19:31 Send private message

Please excuse me for terse replies from now on. I'm really busy these couple of weeks.

TTo answer the first quick reply; wrong. I said it was a promotional offer. What you are mentioning is a totally different offer. 

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  Reply # 601528 28-Mar-2012 20:03 Send private message

So do you actually have anything from TCL that says the discount is 10c? Or is it simply your recollection of an offer?




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  Reply # 601530 28-Mar-2012 20:05 Send private message

I'm not pursuing the matter further for the next two, three weeks, but it was actually in the oral contract (recorded). I remember that with utmost certainty. Once I have some time, I'm going to call them up and check the contract.

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  Reply # 601532 28-Mar-2012 20:07 Send private message

Now, I don't know where this so-called 'confusion' is coming from, because I remember signing a contract based on that 'confusion' which was written down in a promotional flyer that I had received last year in my mail box. By the way, I am very certain that this 'confusion' was also in the original contract.


I don't expect you to have kept the flier, but I presume you kept your original written contract, didn't you?. why don't you just refer to that, and send a scan off to TCL of the part that states 10c/l.



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  Reply # 601541 28-Mar-2012 20:26 Send private message

I'm in Australia at the moment, and I didn't keep the flier. But as I said, the oral contract should still be there.

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  Reply # 601587 28-Mar-2012 21:54 Send private message

Would it not be wise to wait until you've been able to check your details before getting too stuck into TCL?


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  Reply # 601895 29-Mar-2012 13:16 Send private message

Hi Harrison9746, if you can PM me with the account number (or an address if you don't have it) and a contact name and details I'll ask one of the team to look into this for you. If you know the AA number I'll also check that this is correct.

Thanks, Gary



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  Reply # 602445 30-Mar-2012 12:40 Send private message

Thanks to Gary and Geekzone forum, my problem just got sorted. Gary looked into the matter and fixed it within a day. What a champ! Oh, and Geekzone forum always seems to do wonders.

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