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Simon7

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#74626 4-Jan-2011 08:07
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Morning all and happy new year,

Quick question, I need to call TCL customer services regarding the disconnection of a phoneline (they haven't actioned it after 2.5 months) and was wanting to speak to a customer service rep in NZ.

Does anyone know what hours would be best to get through to a NZ office?

Cheers
Simon

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freitasm
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  #423878 4-Jan-2011 08:17
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I thought the TelstraClear staff was still based in New Zealand - or have they moved yet?





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Simon7

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  #423880 4-Jan-2011 08:26
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Not sure, I called them on 9-Nov-10 and spoke to a girl in the Phillipines who knew less than sweet fa.

I want to make certain that my phoneline will be disconnected by only making one phone call to TCL, I am not convinced this will be the case if I get connected to Manila.

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  #423893 4-Jan-2011 10:22
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Some customer service calls do go offshore, some don't. It depends on the time of day you call, I guess.



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  #423895 4-Jan-2011 10:28
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After a year, my work was still waiting for some services to be disconnected....so 2.5months isnt bad ;)




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Simon7

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  #423899 4-Jan-2011 10:38
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o.k, I was hoping someone knew what time of day the calls were fielded by a local customer services team.

I will try tomorrow at 8am and report back.

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  #423910 4-Jan-2011 11:18
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There are CS reps in Chch every weekday , But there is "No Time" you can call to get through to them as its just the way the system splits the calls.

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  #423940 4-Jan-2011 13:58
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twitter @TelstraClearNZ



Simon7

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  #424233 5-Jan-2011 12:56
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Update,

I called TCL customer services at 8am this morning and got through to a local operator who sorted my problem straight away.

I presume the best time to call TCL customer services is early in the morning as it will be 3am in the Phillipines.

Cheers

Bee

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  #424965 7-Jan-2011 13:41
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Ive always found that if I do get thru to someone based in NZ, I explain my problem to them and then they say, "oh I'll have to transfer you to someone that doesnt speak english so well in our customer services team"

well they don't say that exactly but thats what happens anyway!




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NzKaizer
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  #426034 11-Jan-2011 10:41
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TC customer service? what customer service. Have never heard of a company that can screw over so many customer accounts and orders.

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  #426039 11-Jan-2011 10:44
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It really depends... There are of course instances where you must contact customer services.

On the other hand I find their service so reliable I only had to contact them for technical problems probably twice in eleven or twelve years.

I had to contact TelstraClear three times to change my account - once to remove the cable TV service, once to change to 10Mbps service and once to change to the 25 Mbps service, and had never had a problem with these requests being actioned.

Of course there is the mandatory wait time though...

 




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  #427354 15-Jan-2011 10:04
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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.

salival
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  #427381 15-Jan-2011 12:22
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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.


We had this very same issue except I returned all the gear to the Christchurch Telstra Clear branch and got a receipt.. 2 Months of bills later and several emails with scans of the receipt it got sorted.

I really liked telstraclear for their service over the 7 years I was with them but their communication between departments is hopeless. Tell one department one thing and another happens

Simon7

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  #427391 15-Jan-2011 12:43
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I think that Telstra has made a mistake by moving it's customer services to a country/culture where customer service is a very low priority and this is often reflected in the attitude of the staff.

Customer service has always been important in NZ and it seems to be the culture of most local staff to go the extra mile to resolve the issue.

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  #427523 15-Jan-2011 22:28
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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.


Why not just remove the authorization for Telstra to debit your account?







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