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dan



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  Reply # 689233 21-Sep-2012 09:06
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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$





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  Reply # 689240 21-Sep-2012 09:17
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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

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  Reply # 689358 21-Sep-2012 12:42
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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



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  Reply # 689397 21-Sep-2012 13:32
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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,



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