Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.

View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 

dan



570 posts

Ultimate Geek
+1 received by user: 15


  Reply # 689233 21-Sep-2012 09:06 Send private message



This!

It is nice that you still managed to berate 2degrees through all this, but I hope you also berated your client (although softly, because they are a client)!



Im not going to berate a retired wife of my customer for using 850MB of excess data on their iPad. its a pretty small amount of data its only 2degrees cost of that data makes it a ridiculous expense

I dont have any problem berating the 2degrees helpdesk in this case, if they could have just told the customer when she called what the issue was - her shared data sim used all this money, that would have been the end of it.  

Instead from 2 degrees we get the following- we cant see this $ usage on our system, dont worry about it, you wont have to pay for it its a billing mistake - and again similar again when i called up, none of this would have been a necessary and more importantly a waste of my time dealing with it

I shouldnt have had to spent my time trying to figure out the cause of this because the helpdesk cant tell you where the money was spent they have billed her for

@BTR - they travel overseas 5-6 times per year, the 350$ was specifically set based on her last 2 roaming bills with Vodafone.

@frestism, did i say i anywhere that wasn't going to have them pay this? i dont believe so. This whole thread was actually about finding WHAT has used the 350$





BDFL
49990 posts

Uber Geek
+1 received by user: 4644

Administrator
Trusted
Geekzone
Subscriber

  Reply # 689240 21-Sep-2012 09:17 Send private message

dan: @frestism, did i say i anywhere that wasn't going to have them pay this? i dont believe so. This whole thread was actually about finding WHAT has used the 350$


You didn't say anywhere, and that's why I asked. Because IIRC most bill shock is followed by "I'm sure the telco can forgive some of my usage". So I was just saying thinking this is the next step your customer would come with...

As for 2degrees help desk not helping. That's as bad on the other side. But the system itself seems to be billing correctly (regardless of the exorbitant price all mobile telcos charge for casual data usage).





BTR

489 posts

Ultimate Geek
+1 received by user: 102


  Reply # 689358 21-Sep-2012 12:42 Send private message

dan:


This!

It is nice that you still managed to berate 2degrees through all this, but I hope you also berated your client (although softly, because they are a client)!



Im not going to berate a retired wife of my customer for using 850MB of excess data on their iPad. its a pretty small amount of data its only 2degrees cost of that data makes it a ridiculous expense

I dont have any problem berating the 2degrees helpdesk in this case, if they could have just told the customer when she called what the issue was - her shared data sim used all this money, that would have been the end of it.  

Instead from 2 degrees we get the following- we cant see this $ usage on our system, dont worry about it, you wont have to pay for it its a billing mistake - and again similar again when i called up, none of this would have been a necessary and more importantly a waste of my time dealing with it

I shouldnt have had to spent my time trying to figure out the cause of this because the helpdesk cant tell you where the money was spent they have billed her for

@BTR - they travel overseas 5-6 times per year, the 350$ was specifically set based on her last 2 roaming bills with Vodafone.

@frestism, did i say i anywhere that wasn't going to have them pay this? i dont believe so. This whole thread was actually about finding WHAT has used the 350$







Not being rude or anything but when you say retired do you mean 70's-80's and could the problem have been the way she explained the issue? I have worked in call centres before and most of the issues arise with the customer not explaining things properly i.e they explain the start and end of the story and leave the middle part out. In saying that if she has explained things fully then 2D need to sort their CSR out with more training possibly.

dan



570 posts

Ultimate Geek
+1 received by user: 15


  Reply # 689397 21-Sep-2012 13:32 Send private message

BTR:

Not being rude or anything but when you say retired do you mean 70's-80's and could the problem have been the way she explained the issue? I have worked in call centres before and most of the issues arise with the customer not explaining things properly i.e they explain the start and end of the story and leave the middle part out. In saying that if she has explained things fully then 2D need to sort their CSR out with more training possibly.


shes somewhere in her 50s but useless at anything related to IT/Phones etc, so i told her what to ask, but what you say is exactly right, and is the reason i decided to follow up with this on her behalf by calling 2degrees about the unknown charges.

They told me the same thing they told her. Dont know, doesnt show here, dont worry about it. probably dont need to pay it

this is why i posted here i know theres some good 2degrees staff on here who would look properly and get a answer, they said they would get that data re-rated into 'pack data' to a fraction of the cost which is nice of them,



1 | 2 
View this topic in a long page with up to 500 replies per page Create new topic




Twitter »
Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





Trending now »

Hot discussions in our forums right now:

How good is your general Science Knowledge?
Created by Aredwood, last reply by Geektastic on 31-Oct-2014 23:02 (37 replies)
Pages... 2 3


Government Limos
Created by networkn, last reply by Bung on 31-Oct-2014 12:39 (94 replies)
Pages... 5 6 7


Snap refuses to replace faulty gear
Created by Brendan, last reply by MadEngineer on 28-Oct-2014 19:07 (92 replies)
Pages... 5 6 7


OneDrive code giveaway - go!
Created by freitasm, last reply by CutCutCut on 31-Oct-2014 22:59 (27 replies)
Pages... 2


Shutup and take my money (via NFC on my mobile phone)
Created by sxz, last reply by sonyxperiageek on 31-Oct-2014 22:34 (24 replies)
Pages... 2


Sky will be 'upgrading software' of My Sky to connect to internet. What does that mean?
Created by Geektastic, last reply by hio77 on 31-Oct-2014 19:14 (23 replies)
Pages... 2


Speed limit when overtaking? Teach me please.
Created by nakedmolerat, last reply by joker97 on 28-Oct-2014 17:13 (123 replies)
Pages... 7 8 9


Uber: a cheaper taxi ride?
Created by kingdragonfly, last reply by livisun on 31-Oct-2014 14:47 (34 replies)
Pages... 2 3



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.