New contract - mistake causes bait and switch

Forums › Spark New Zealand (including Skinny and BigPipe) › New contract - mistake causes bait and switch

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sbiddle

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#560685 22-Dec-2011 13:08

PhoenixNZ: Telecom has a responsibility to either honor the contract or allow you to break it at no cost to yourself. If you have written documentation stating that you have 2GB allowance then thats what you need to receive.

If you dont get a result from the store then I suggest you follow their formal complaints process. It can get through to the TCF but most likley a complaints specialist will find some resolution for you.

Just remember the TDR is not a first call for complaints. Your have to raie the issue with the provider first, and if you're unhappy with the response you can then escalate it to the TDR.

PhoenixNZ

52 posts

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#560713 22-Dec-2011 14:04

sbiddle:
PhoenixNZ: Telecom has a responsibility to either honor the contract or allow you to break it at no cost to yourself. If you have written documentation stating that you have 2GB allowance then thats what you need to receive.

If you dont get a result from the store then I suggest you follow their formal complaints process. It can get through to the TCF but most likley a complaints specialist will find some resolution for you.

Just remember the TDR is not a first call for complaints. Your have to raie the issue with the provider first, and if you're unhappy with the response you can then escalate it to the TDR.

I never said it ws =). TDR is the last resort when all avenues through the provider have failed.

I have my own mind which is not that of my company. As such do not mistake my opinions as being those of any company you may or may not think I work for.

JasonNemesis

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#560723 22-Dec-2011 14:24

I am hoping that the store will be able to do something for me to sort this out, I just wasn't sure what they would be able to do or what I should be asking them to try and do for me.

Dropping down to the lower plan which still has 1 GB of data may not be an option unless I pay the hefty difference in mobile subsidy, which was also a consideration in going with the plan I chose. Having extra data did make the $80 plan more palatable though.

BiggusDoggus

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#560741 22-Dec-2011 15:52

Hi JasonNemisis - what store did you purchase the i-phone from please? We'll try and get a resolution for you.

Your mother was a hamster and your father smelled of elderberries

JasonNemesis

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Geek

#560767 22-Dec-2011 17:46

BiggusDoggus: Hi JasonNemisis - what store did you purchase the i-phone from please? We'll try and get a resolution for you.

Have sent you a PM with the details. Thank you.

BiggusDoggus

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#560927 23-Dec-2011 10:54

JasonNemesis:
BiggusDoggus: Hi JasonNemisis - what store did you purchase the i-phone from please? We'll try and get a resolution for you.

Have sent you a PM with the details. Thank you.

Hi Jason - just checking that it's been sorted for you now?

Your mother was a hamster and your father smelled of elderberries

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JasonNemesis

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#560939 23-Dec-2011 11:43

Yes, thank you. Someone contacted me this morning with a couple of options for me.
I think it was a bit of a case of finding the right people to talk to, the store were trying to be helpful, but I think they were also unsure of what to do. Thank you for your assistance with this.

Thanks to all of the other posters as well for helping me with your suggestions.

joff_nz

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#561071 23-Dec-2011 21:41

I would love to hear what the resolution was if you are able to share?

JasonNemesis

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#561083 23-Dec-2011 22:24

I don't want to say what exactly was offered in terms of resolution (this being one specific set of circumstances that may not apply to anyone else), but they did offer to put things right through a couple of options (options which had also been suggested in this thread).

Thanks again for giving me some insight, and for the Telecom staff that are also keeping an eye out to help their customers through this forum. As an aside, do Telecom have their own forum area like Vodafone do? I'm still working my way around the network changeover.

I have to say that aside from this niggle the change in network has been good. A good chance to replace an Android device with an iPhone, a chance to escape the reception black-spots at work, and the network speeds are certainly faster than I had before.

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