Telecom screwing me around with Insurance Claims.

Forums › Spark New Zealand (including Skinny and BigPipe) › Telecom screwing me around with Insurance Claims.

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freitasm

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#53452 24-Nov-2006 00:23

Mental note: work with Telecom store at Johnsonville Mall, and stay clear of Telecom store at Queensgate Mall.

Johnsonville Mall treated me well the few times I needed them.

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ReaperZ

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#53482 24-Nov-2006 12:33

nzbnw:
ReaperZ:

im dealing with the Telecom Store in Westfield Shopping Mall (Queensgate Lower Hutt -wellington)

If you PM me I can put you in touch with the right people to get this sorted, if you havent already.

You may want to confirm with the store, if they have a claim number and if not why not?

Cheers

nzbnw

PM'd !

bradstewart

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#53483 24-Nov-2006 12:36

freitasm: Mental note: work with Telecom store at Johnsonville Mall, and stay clear of Telecom store at Queensgate Mall.

Johnsonville Mall treated me well the few times I needed them.

Maybe we should compile a list of Telecom and Vodafone stores to stay away from and those that are recommended

DKS1DR

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#53503 24-Nov-2006 14:24

nzbnw:
DKS1DR:

And lastly for the "You have Telecom labeled on your door, so you must be Telecom" thing, [sarcasm]we love nothing more than having someone come in having issues with their device that they purchased over the phone from Telecom directly and expecting us to either replace it or give them a refund[/sarcasm]. C'mon, I mean you can't buy a bottle of coke from Woolworths and take it back to New World for a refund now, can you?

We get that all the time too. No Telecom store will replace a phone ordered through a call center.

If you start dealing with a call center, then stick to dealing with them through out the transaction. Same applies for Telecom Retail Stores and Dealers.

nzbnw

PS: DKS1DR - I Think I said I would get you a spread sheet on call plan cost, send me a PM and I'll send it your way if you still want it, althrough it doesnt include Flexi plans. Sorry, been busy =).

Message sent, However, I have an updated version that has text and the flexi plans....

Insert witty remark here!

grant_k

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#53508 24-Nov-2006 14:41

bradstewart: Maybe we should compile a list of Telecom and Vodafone stores to stay away from and those that are recommended

That's a good idea. Sort of like a SORBS blacklist for mobile phone stores.

It's also a good demonstration of People Power in action

djtransonix

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#53790 27-Nov-2006 10:41

it comes down to the lazyness of the people depending on the telecom store,

i work at the johnsonville telecom branch and i have no problems with insurance...

customer comes in..
i ring mobbins,
pass on to customer (depending on problem)
customer pass the phone to me
i tell mobbins the problem
if its repairable or not....
send it to repair company

if beyond repair
customer gets new one on spot
pays $85 ... walks out happy
and i get my insurance commission

it just comes to the end of day the person you are dealing with
there is alot of lazyness %$^&$%^ i have met, and then there are alot
of great ones...

i do alot of work for telecom, i have no problems with customers
if they want something done, i try my best to help it.

been working for telecom for one year now, and just doing insurance claims for customer
they are so happy i have 3x gifts from customer for the excellent work

1x Bottle of wine
2x bottles of Spirits...

i refused the offer....tho
as we are not allow to take gifts...

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JAMMAN2110

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#53791 27-Nov-2006 10:52

ReaperZ: its like saying if u go to McDonalds and eat a bad burger and get sick, you cant hold mcdonalds responsible for it, only the employee at the store - bad example i know but you get what im saying

OT: If you get sick from something you ate at McDonalds and you know for sure that it was the McDonalds, return to the store and talk to the manager. Thats it put simply. The managers are responsible for making sure correct procedures are being followed... I know what you said was just an example but people need to stop complaining to everyone bar the people they need to complain to.
/rant

freitasm

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#53793 27-Nov-2006 11:14

djtransonix: i work at the johnsonville telecom branch and i have no problems with insurance...

I was there yesterday (http://www.geekzone.co.nz/forums.asp?ForumId=48&TopicId=10504).

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JAMMAN2110

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#53797 27-Nov-2006 11:38

Grant17:
bradstewart: Maybe we should compile a list of Telecom and Vodafone stores to stay away from and those that are recommended

That's a good idea. Sort of like a SORBS blacklist for mobile phone stores.

It's also a good demonstration of People Power in action .

Don't forget DSE stores

CrispinMullins

128 posts

Master Geek

#53900 27-Nov-2006 22:26

freitasm: In all fairness this is hardly Telecom's fault. The stores are independently owned, as the insurance company...
Telecom should provide better "people skills" training to their dealers though...

Freitasm, this is most certainly Telecom's fault -- for either not having sufficient service level agreements with their agents, or not ensuring that they are adhered to.

Crispin Mullins
Auckland, New Zealand

djtransonix

14 posts

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#53907 27-Nov-2006 23:03

CrispinMullins:
freitasm: In all fairness this is hardly Telecom's fault. The stores are independently owned, as the insurance company...
Telecom should provide better "people skills" training to their dealers though...

Freitasm, this is most certainly Telecom's fault -- for either not having sufficient service level agreements with their agents, or not ensuring that they are adhered to.

what do you mean this is most certainly Telecom's Fault are you talking about the stores in general
or Telecom as a Whole Company,

there is 3 Telecom stores Orb and lending edge which are independently owned
and then there is us Telecom Mobile Stores which we are Owned By Telecom

to a Limit We cant help people we only can point'em to the right Place or the right number

everyday i heard at less one %^&^%wit saying "i got cellphone or lineland this bill from you's and im pissed off its not working"

of course i do my best to help, (which they are not happy with) .. give 'em the number to ring xtra..or 123
they moan .. and piss about saying "you know how hard it is to try to get through"

well the last 3 week i have rang xtra at my home 6 times due to my new boardband connect ringing at all different times
i get through within 4/5mins

i would say its half the Staff that works Telecom as they seen they want to work but in fact they cant be stuff.. but when telecom hired 'em we all go through a 3 weeks training course .. they all look good, i think its about 1 month tryout and if you dnt show results. your out... and then tis the customer.. god how many i have seen that a god damn #&#@&$* clueless.. within 1 yr. there is a limit we can do.. you know, just because we are the face of telecom doesnt mean we can do *%$(#&*$

but of course i turn a neg into a pos with the customer,
and when they leave , i walk into the backroom,
and hit a pillow ... lol jokes..

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djtransonix

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#53909 27-Nov-2006 23:07

freitasm:
djtransonix: i work at the johnsonville telecom branch and i have no problems with insurance...

I was there yesterday (http://www.geekzone.co.nz/forums.asp?ForumId=48&TopicId=10504).

yeah i was working there today with matt,

i was the messy spike hairstyle Guy....

and btw your 3rd bluetooth headset came in...

steven and matt are working tomorrow

freitasm

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#53911 27-Nov-2006 23:10

Cool, thanks... I will collect those tomorrow then...

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CrispinMullins

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#53912 27-Nov-2006 23:20

djtransonix: what do you mean this is most certainly Telecom's Fault are you talking about the stores in general or Telecom as a Whole Company,
you know, just because we are the face of telecom doesnt mean we can do *%$(#&*$

I mean Telecom as a whole company. You sound like you're somebody who tries to provide great service, which is awesome, but ultimately it comes down to bad management, and often the fact that it is cheaper to ignore problems when churn rates indicate that even if a customer is so disgruntled that he leaves and goes to Vodafone, he'll be back within a couple of years, because it's no pool party over there either. (I experienced much the same run-around on a Vodafone insurance claim in 2001.)

What I cannot understand is people who say "It's hardly Telecom's fault that the exchanges are overloaded". Well then, pray tell, at whose sole discretion is it to upgrade the said exchanges? And then "It's hardly Telecom's fault that the customer gets pushed from one Telecom-branded non-Telecom entity to a second Telecom-branded non-Telecom entity", because at the end of the day, it isn't anybody else's fault, and Telecom is the only party in a position to change anything.

Crispin Mullins
Auckland, New Zealand

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