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HighFlyer101

3 posts

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#119295 27-May-2013 14:43
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I would really like to sort this out with somebody who can help, calling/email for this is
not possible with Telecom.

We have been with Telecom for over one month. Over this period we noticed there were contractual
obligations not been met, agreed upon by sales. Now they act like it never happened or know anything
about it.

The sales person offered us compelling deals to move away from Telstra/Vodafone and onto their
service. I even asked him what proof can we show if the ISP does not make good on their claims, as
we've experienced this in the past with Telstra.

These are the deals signed the contract explicitly stated:

-$99 for 500gb + phone for no set amount of time, originally it was for 150gb but as we went through the trouble of visiting
him in Wellington, he told us his supervisor and was able to generously bump this upwards.

-2MB upload connection, upon calling support said ADSL2+ is not capable of this. Not so much of a
big deal, but what's going on here..

-First year free everyday national calling included.

-Static IP.

-Normal bundled software & hardware. Connection fee wavered.

Out of all of these, the last was the only one met.

Any form of contacting them seems to be a waste of time, all they seem to do is make out they know
nothing of this, don't believe it, say they'll contact and never do, drop call randomly.

Calling up today they did much of the same except they'll give us $20 credit a month for just a year, this is one of the conditions partially met, but after a year that soon adds up. My Dad wanted to move to Telecom as he was being made redundant and needed to save some money as that's one less worker in the house.

Like any customer on a new plan/company we like to make out we're better off, but there's only so
much a customer can take before you have regrets. It seems like sales, supervisors, support
representatives and those who run the business do not communicate with one another.

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mattwnz
19476 posts

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  #826347 27-May-2013 15:09
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They should have the call recorded, so ask to speak to a manager about it. If you don't get anywhere, ask for a deadlock number, and go to the TDR website, google TDR

 
 
 

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HighFlyer101

3 posts

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  #826360 27-May-2013 15:23
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What reason can I give them asking for a manager? It's really tricky to get one. They wanted to message the sales person involved, but I don't think he's even in NZ at the moment, probably back in India for the time being.

xpd

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  #826361 27-May-2013 15:24
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Was this in a Telecom store ?
Or a reseller ?




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Zeon
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  #826365 27-May-2013 15:26
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Dodgy reseller?




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johnr
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  #826368 27-May-2013 15:32
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Hope you got the offer in writing

mattwnz
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  #826424 27-May-2013 16:06
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HighFlyer101: What reason can I give them asking for a manager? It's really tricky to get one. They wanted to message the sales person involved, but I don't think he's even in NZ at the moment, probably back in India for the time being.


Well if you aren't getting anywhere with the person you are speaking  to, you say, can you please put me through to the manager.

How were you offered the deal, was if via a telemarketing call. Whoever was selling the deal should have it wither in writing or have the call recorded. 

plambrechtsen
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  #826498 27-May-2013 17:10
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You should have received the agreement in writing when you were signing up which should have included all the details such as what freebees the doorknocking folks could offer you (as it sounds to me that way).

Anything you have if you can email me pl at telecom.co.nz and I can look to follow up with the team tomorrow.



HighFlyer101

3 posts

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  #826656 27-May-2013 21:28
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johnr: Hope you got the offer in writing

Yeah, well perhaps not in the most readable form but there seems to be nobody in person which seems to be able to do anything. Due to the past I thought I better make sure it's in writing, not know that writing may mean absolutely nothing if nobody will recognse it.

Where are you meant to go? The local Telecom shop, unfortunately just a bunch of representatives claiming to know nothing about anything like this.

The seller resided in the Wellington Telecom, he came out to the suburbs, even training a younger. Haven't had no reason to not believe what he said, seemed genuine enough. Even told accurate information about cancellation fees and that the old company refunds any money lost in the changeover.

Both the new ISP (Telecom) and the old (Telstra) hasn't made up on what was meant to happen. Telecom not following anything offered to us, Telstra not fully terminating our service with them, they removed the internet but kept our phone line, despite already linked to Telecom.

Yyrael
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  #827270 28-May-2013 19:44
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HighFlyer101: I would really like to sort this out with somebody who can help, calling/email for this is
not possible with Telecom.

We have been with Telecom for over one month. Over this period we noticed there were contractual
obligations not been met, agreed upon by sales. Now they act like it never happened or know anything
about it.

The sales person offered us compelling deals to move away from Telstra/Vodafone and onto their
service. I even asked him what proof can we show if the ISP does not make good on their claims, as
we've experienced this in the past with Telstra.

These are the deals signed the contract explicitly stated:

-$99 for 500gb + phone for no set amount of time, originally it was for 150gb but as we went through the trouble of visiting
him in Wellington, he told us his supervisor and was able to generously bump this upwards.

-2MB upload connection, upon calling support said ADSL2+ is not capable of this. Not so much of a
big deal, but what's going on here..

-First year free everyday national calling included.

-Static IP.

-Normal bundled software & hardware. Connection fee wavered.

Out of all of these, the last was the only one met.

Any form of contacting them seems to be a waste of time, all they seem to do is make out they know
nothing of this, don't believe it, say they'll contact and never do, drop call randomly.

Calling up today they did much of the same except they'll give us $20 credit a month for just a year, this is one of the conditions partially met, but after a year that soon adds up. My Dad wanted to move to Telecom as he was being made redundant and needed to save some money as that's one less worker in the house.

Like any customer on a new plan/company we like to make out we're better off, but there's only so
much a customer can take before you have regrets. It seems like sales, supervisors, support
representatives and those who run the business do not communicate with one another.


PM me your account details and I'll see what I can do.

I'll say one thing up front right now though, the nature of ADSL means that we will never be able to give you a 2mbits upload speed. It just won't happen and I apologise that the rep has told you that.

Edit: Or email me directly josh.savage@telecom.co.nz

sbiddle
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  #827276 28-May-2013 19:53
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Just some clarification on the upstream - ADSL2+ does allow up to 2Mbps upstream with Annex M enabled. Chorus don't offer this on any wholesale services in NZ (for reasons which are beyond this discussion) so you will never see this on Telecom or any other ISP that resells Chorus services.

There are providers out there with their own gear offering Annex M.

freitasm
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  #827282 28-May-2013 19:58
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HighFlyer101: Where are you meant to go? The local Telecom shop, unfortunately just a bunch of representatives claiming to know nothing about anything like this.


You had TWO Telecom people in this thread asking you to contact them to check this for you. Have you done this yet?






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