Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 
raytaylor
3835 posts

Uber Geek

Trusted

  #765615 19-Feb-2013 10:19
Send private message

Regarding the yahoo mess and who pays, 

We are telling customers, as always, that if its telecom's (yahoos) fault that we have to be called out or run a teamviewer session to fix something or call telecom when the customer cannot understand, then telecom pays by offsetting our invoice with an account credit on the clients telecom bill. 




Ray Taylor

There is no place like localhost

Spreadsheet for Comparing Electricity Plans Here


 
 
 
 

Protect your online activity with NordVPN (affiliate link).
nunz

1421 posts

Uber Geek
Inactive user


  #765728 19-Feb-2013 12:47
Send private message

raytaylor: Regarding the yahoo mess and who pays, 

We are telling customers, as always, that if its telecom's (yahoos) fault that we have to be called out or run a teamviewer session to fix something or call telecom when the customer cannot understand, then telecom pays by offsetting our invoice with an account credit on the clients telecom bill. 


We do too - makes some interesting discussions with TCom.

We have a deaf client who got sold a belkin router by Telstra. Router died (Belkin Play N600 - $249.00 ) withing 8 months.  Saw TC on their behalf, they told me to talk to belkin. Belkins process very very very slow. 10:15 - 11:42 spent on phone being put through their trouble shooting process only to receive the same answer again. Now have to send it back at our expence .TC will be getting the bill as I figure they were the ones who ordered me to take care of their contractual reposnsibilites under the sale of goods act. hehehehe .

2.5 hours and counting, plus freight.

Shane


nunz

1421 posts

Uber Geek
Inactive user


  #765881 19-Feb-2013 17:34
Send private message

nunz:
raytaylor: Regarding the yahoo mess and who pays, 

We are telling customers, as always, that if its telecom's (yahoos) fault that we have to be called out or run a teamviewer session to fix something or call telecom when the customer cannot understand, then telecom pays by offsetting our invoice with an account credit on the clients telecom bill. 


We do too - makes some interesting discussions with TCom.

We have a deaf client who got sold a belkin router by Telstra. Router died (Belkin Play N600 - $249.00 ) withing 8 months.  Saw TC on their behalf, they told me to talk to belkin. Belkins process very very very slow. 10:15 - 11:42 spent on phone being put through their trouble shooting process only to receive the same answer again. Now have to send it back at our expence .TC will be getting the bill as I figure they were the ones who ordered me to take care of their contractual reposnsibilites under the sale of goods act. hehehehe .

2.5 hours and counting, plus freight.

Shane



Follow up -  TCL offered to refund the client  $5.00 for the two hours of work required to do as they have requested. They have now uped that to a whopping $15.00. wow - I'm worth a whole 2.50 per hour according to TCL.

Have sent them the bill direct as it was thier service staff nad staff at the shop who requested me to perform certain actions, despite me telling them I was an IT tech and would charge them. THe battle begins :)




ajobbins
5050 posts

Uber Geek

Trusted

  #765883 19-Feb-2013 17:48
Send private message

You can invoice the telcos all you like but they are under no obligation to pay or offset your invoices against the customers bill.




Twitter: ajobbins


Dairyxox
1591 posts

Uber Geek


  #765893 19-Feb-2013 18:17
Send private message

Yeah this seems a bit silly. The ISP has no relationship with you, only their customer. And a credit isnt a sure thing, as you've read above.

Just bill your client, and its up to them to complain/make waves.

raytaylor
3835 posts

Uber Geek

Trusted

  #765982 19-Feb-2013 21:14
Send private message

ajobbins: You can invoice the telcos all you like but they are under no obligation to pay or offset your invoices against the customers bill.


They arent, thats why we dont invoice the telco. Its usually the telco's fault who hasnt been able to fix the issue over the phone, which is why we get called out by the customer.

So if in the end it is the telco's fault, the customer can simply threaten to leave without paying the early termination fees, or the telco can issue a credit.

We find this happens alot with business managers who sell or make promises to a small business customer.
On one occasion i had
 - Small business loan shark moved premesis
 - Telecom manager promised them a smooth transition and that port 25 will be unblocked when they move in
 - Port 25 not unblocked, must be a problem in the customers firewall or router
 - Customer gave up after calling telecom helpdesk 6 times, and their business manager twice.

 - We come in. Determine that the modem is the exact same one they bought from their old premesis. Telecom insists that port 25 is unblocked.
 - Telnet tests show that smtp.xtra.co.nz is accessible from the office server, but the email-to-txt alert companies server isnt.
 - Telecom eventually finds port 25 was blocked on some back end system. Probably deep within the bowels of the napier telephone exchange. They take 3 attempts to unblock it. Finally get it unblocked on the 4th.

 - Business manager has to credit the company pay for the 6 visits i made to the customer site, or risk loosing all business from the 4 sub companies that the family runs - 10 telephone lines, 4 broadband connections and ~6 cellphones.

Three weeks later, port 25 suddenly gets blocked again....

Customers should not be required to pay for a telco's incompetence.






Ray Taylor

There is no place like localhost

Spreadsheet for Comparing Electricity Plans Here


nunz

1421 posts

Uber Geek
Inactive user


  #766188 20-Feb-2013 08:58
Send private message

ajobbins: You can invoice the telcos all you like but they are under no obligation to pay or offset your invoices against the customers bill.

in this case they are. They gave direct instructions ti perform certain actions after being told i would charge for my time as it was their responsibikity to fix or replace router they sokd for $254. Their request for me to do their work was a xlear request forserrvices to be rendered.
Invoice valid.



DaveDog
336 posts

Ultimate Geek


  #766279 20-Feb-2013 10:50
Send private message

Not necessarily. Were they for example given the opportunity to rectify the problem prior to you becoming involved? If not, then you may be out of luck...

(CGA 101)...

nunz

1421 posts

Uber Geek
Inactive user


  #766582 20-Feb-2013 17:07
Send private message

DaveDog: Not necessarily. Were they for example given the opportunity to rectify the problem prior to you becoming involved? If not, then you may be out of luck...

(CGA 101)...


Yup. Call to clear hepl desk. They told me that the client had purchased it from the TCL shop so TCL shop was to deal with it. took it to the TCL shop. TCL shop said they wouldnt deal with it. Told them that wasn't very good and they should. Told me that they send all customers direct to Belkin and they wouldn't fix it. Two conversations, three chances. Al not taken. CGA says I tried a reasonable number of times.

also my clientis stone deaf and has poor lip reading / comms skills with hearing people. TCL have taken them on in the full knowledge of their needs but will not deal with them in a way that makes it accessible for them. Have had one case where a TCL help desk person request 8 tiimes a verbal confirmation from a deaf client even after I told hem 8 times they were profoundly deak and couldnt speak. Only stopped that line of BS when I threated to discuss their humiliating treatment of the a disabled client with the human rights commision if they continued down that line .

TCL abrogated their reposnsbilites under the CGA. They failed their reopsnsibilites to a client they accepted with certain needs.

I dont see a problem in my process.


1 | 2 
View this topic in a long page with up to 500 replies per page Create new topic





News and reviews »

Prodigi Technology Services Announces Strategic Acquisition of Conex
Posted 4-Dec-2023 09:33


Samsung Announces Galaxy AI
Posted 28-Nov-2023 14:48


Epson Launches EH-LS650 Ultra Short Throw Smart Streaming Laser Projector
Posted 28-Nov-2023 14:38


Fitbit Charge 6 Review 
Posted 27-Nov-2023 16:21


Cisco Launches New Research Highlighting Gap in Preparedness for AI
Posted 23-Nov-2023 15:50


Seagate Takes Block Storage System to New Heights Reaching 2.5 PB
Posted 23-Nov-2023 15:45


Seagate Nytro 4350 NVMe SSD Delivers Consistent Application Performance and High QoS to Data Centers
Posted 23-Nov-2023 15:38


Amazon Fire TV Stick 4k Max (2nd Generation) Review
Posted 14-Nov-2023 16:17


Over half of New Zealand adults surveyed concerned about AI shopping scams
Posted 3-Nov-2023 10:42


Super Mario Bros. Wonder Launches on Nintendo Switch
Posted 24-Oct-2023 10:56


Google Releases Nest WiFi Pro in New Zealand
Posted 24-Oct-2023 10:18


Amazon Introduces All-New Echo Pop in New Zealand
Posted 23-Oct-2023 19:49


HyperX Unveils Their First Webcam and Audio Mixer Plus
Posted 20-Oct-2023 11:47


Seagate Introduces Exos 24TB Hard Drives for Hyperscalers and Enterprise Data Centres
Posted 20-Oct-2023 11:43


Dyson Zone Noise-Cancelling Headphones Comes to New Zealand
Posted 20-Oct-2023 11:33









Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.







Lenovo