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shaughant
1 post

Wannabe Geek


  #427566 16-Jan-2011 08:55
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kendog: We moved house in October, unfortunately to non cable area so had to leave Telstra.

Rang them up, service cancelled, returned all the gear to their store.

Next month a bill arrives in the mail, call them and was told not to worry they would sore it. But my bank account is debited.

Next month a bill arrives in the mail, call them again and was told not to worry they would sort it, will call me back to confirm the refund. But my bank account is debited.

This month a bill arrives in the mail, call them again yesterday and was told not to worry they would sort it. This time the foreign lady (every call has been handled by a someone that barley speaks English) didn't think I required a refund if she simply stopped the next bill from being debited. After some more hold music she told me she had sent someone in the disconnection team an email and that I should call back on Monday.

The service in this process is so bad it's almost comical.

I will try the 8am call on Monday, hopefully a kiwi can help me.


The good news here is that if you're a self-employed service technician, TCL make you a small fortune every week. My personal favourite has been one particular salesperson selling bundles to businesses and promising (in writing) things that just couldn't be delivered at the prices quoted. This person left the company quickly, and under a cloud. I have been employed 6 times now to patiently deal with TCL staff as they sort through the HUGE credits I am getting for my clients for both previous service disconnection fee's not being paid, services from previous Telcos not being canceled, and overcharges on TCL billing. My record is a $930 credit on a clients account after less than 3 months with TCL. Moral of the story: match your TCL bill to your expectations and their advertised rates, and make bloody sure your previous providers have been notified of changes. :)

 
 
 

Free kids accounts - trade shares and funds (NZ, US) with Sharesies (affiliate link).
Jamms
22 posts

Geek


  #427578 16-Jan-2011 10:45
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The only way to get help out of telstra clear these days is to complain loudly about how badly they've balled up on their facebook page. Then someone from their PR team will put you through to someone that can help

kendog
325 posts

Ultimate Geek


  #429369 20-Jan-2011 22:08
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Nety:Why not just remove the authorization for Telstra to debit your account?

I contacted my bank shortly before the second bill was debited and cancelled the direct debit, but somehow the money still came out if my account.

As an update, I rang at 8am and talked to a kiwi :)
They said my account has a 'cancelled' status and he took my account number to apply the refund to. Lets see what happens.



quickymart
11981 posts

Uber Geek

ID Verified

  #429399 20-Jan-2011 23:42
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That part takes ages. They owed me some money for a long, long time. Eventually (after the fourth call - and this was in 2001, when all the customer service stuff was still here) it got done and I got a refund cheque.

kendog
325 posts

Ultimate Geek


  #429423 21-Jan-2011 06:51
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Why does something as common as this (leaving process) have to be so hard and take so long?

fab

fab
155 posts

Master Geek


  #429438 21-Jan-2011 08:59
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I too saw the subject and thought that finally TCL had Customer Service. Never have I had to wait so long for someone to answer a telephone, over the last 4 years I have been with them at home (no, I haven't been ringing for 4 years). I only stay for the cable speeds :)

On another note, I know of one org that had three TCL lines terminated at the MDF in the building for ten years - never been used, and the org just paid the bill as they didn't know what they were for.

I rang TCL on their behalf and laid out that they wanted the lines cancelled ASAP - and for TCL that was 3 months!! So the org had to pay for another 3 months for lines they had never used. Needless to say TCL will never ever (ever) get a foot in the door at that org again.

quickymart
11981 posts

Uber Geek

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  #429704 21-Jan-2011 23:00
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Interesting item on Close Up tonight about someone trying to join TCL, as opposed to leaving:

http://tvnz.co.nz/close-up/s2011-01-21-video-4000408

First item on the show. Funny how its only now getting sorted since Close Up got involved...they really shouldn't have needed to in the first place.



itxtme
2068 posts

Uber Geek


  #429773 22-Jan-2011 10:15
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quickymart: Interesting item on Close Up tonight about someone trying to join TCL, as opposed to leaving:

http://tvnz.co.nz/close-up/s2011-01-21-video-4000408


First item on the show. Funny how its only now getting sorted since Close Up got involved...they really shouldn't have needed to in the first place.


I thought that article was a little unfair, not to mention the "sob" story of why she needs her mobile so bad.  The article indicated there were problems using the speaking prompts with a nice 'cut in' effect.  Personally I have never had a problem with them, and they have always worked so it makes me question how real the occurrence of this was!  They also fail to mention that you do not have to input a number and that you can alternatively use the dialpad to enter it..

Telstraclear have come a long way from the 35 minute wait times of yesteryear, the woman striked me as overly needy, and closeup the ultimate milkers!!

kendog
325 posts

Ultimate Geek


  #429784 22-Jan-2011 11:00
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itxtme:Telstraclear have come a long way from the 35 minute wait times of yesteryear,

If by long way you mean they have gone backwards then I agree.
Cutting the 35 minute wait time is pointless when the service provided is so bad!!!!!

plambrechtsen
1948 posts

Uber Geek
Inactive user


  #429823 22-Jan-2011 12:33
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We just got back from holiday and our analogue line is dead :(.. Cable and TV is still working.  Rang up TCL last night and the earlist they could get anyone in Wellington was the 27th.  Wife so unhappy I finally have the go to move to someone else (I suspect VFX/WXC for internet/voip phone and over to sky).
Then spent 84 mins on hold trying to get the voice mail pin number reset since we never used it before so we could check our VM's remotely... Ugh.

blakamin
4431 posts

Uber Geek
Inactive user


  #429851 22-Jan-2011 13:47
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itxtme:

Telstraclear have come a long way from the 35 minute wait times of yesteryear, 

You're so right!
Now there's an hour wait for someone that doesn't understand english to put you on hold for two minutes, just so they can come back and thank you for holding so they can put you on hold for another two minutes and then hang up on you before your problem is even explained because they get the wrong idea of things!  

If my house had telecom wiring that was actually connected somewhere, and a TV antenna, I wouldn't be on TCL anymore. The telephone customer service is crap... Twitter customer service on the other hand is brilliant. If it wasn't for twitter, I wouldn't have had a connection when I moved.

I tried cancelling voicemail on my phone and they heard "cancel" and "phone" and then my call was disconnected. If it wasn't for twiiter customer service, they probably would've disconnected my mobile and landline! 

Jamms
22 posts

Geek


  #429861 22-Jan-2011 14:33
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I've been struggling with them for months to have one of the channel packages removed, They keep saying yes yes it is canceled and the next months bill rolls around and I'm still charged for it. 

It's happened too many times for it to be a mistake. I'm starting to believe it's policy to blatantly rip you off. 

blakamin
4431 posts

Uber Geek
Inactive user


  #429863 22-Jan-2011 14:35
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Hit them up on twitter

robbyp
1199 posts

Uber Geek


  #429894 22-Jan-2011 15:49

quickymart: Interesting item on Close Up tonight about someone trying to join TCL, as opposed to leaving:

http://tvnz.co.nz/close-up/s2011-01-21-video-4000408


First item on the show. Funny how its only now getting sorted since Close Up got involved...they really shouldn't have needed to in the first place.


 

Stories on telcos are always huge ratings winners, and that is all the story is for.

quickymart
11981 posts

Uber Geek

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  #429905 22-Jan-2011 16:15
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itxtme:Telstraclear have come a long way from the 35 minute wait times of yesteryear, the woman striked me as overly needy, and closeup the ultimate milkers!!

Funny, when I worked for them that was a pretty standard wait time. Looking at the responses here, it seems this magic "35 minute wait time" of yours has become an hour! And they apparently had some "great plans" in place to fix it when I worked there...which was almost six years ago now. Looks like they're really working well Tongue out

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