Telecom doesnt look after its customer

Forums › Spark New Zealand (including Skinny and BigPipe) › Telecom doesnt look after its customer

jbai041

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#150749 1-Aug-2014 21:32

I have been a long time telecom customer. Recently i wanted to sign up on the new vdsl plan, i am willing to sign up for 12 months or 24 months. It doesnt really matter as i have been with them for a long time, but telecom would still charge their exsiting customer for installation fee. Ok fine you dont look after old customer. I got fed up with it. I signed up with vodafone for 12 months, they gave me free wireless modem free oinstallation and i pay 115 dollars per month. And i can call my assigned 5 mobiles for free. Another thumb up for vodafone! The sad thing about telecom is i took time to write to them to ask for free installation and willing to sign up for 12 months like a new customer. They just replied like thank you blah blah blah but it doesnt work like that. Fine bye bye telecom. Another 115 per month is gone from your revenue tank.

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#1100314 1-Aug-2014 21:49

when you first signed up to telecom you would of gotten a Free connection, free modem etc there is a real cost to upgrade to VDSL, you get new wiring, master filter install + new modem well over $99 in value.

PhantomNVD

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#1100315 1-Aug-2014 21:50

Sounds pretty stupid to me... You'd sign and pay as much as a new customer but they didn't value you enough to suck up the install fee?? WTF?

mattwnz

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#1100319 1-Aug-2014 21:58

Why don't you move to another provider who gives you a free connection.

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#1100322 1-Aug-2014 22:05

Matt - he did. Getting a new customer costs money, looks like Telecom doesn't value the customers it already has.

Quibbler

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#1100324 1-Aug-2014 22:07

Didn't you just say they gave you a free modem and connection on a 12 month term? so what are you complaining about exactly?

nakedmolerat

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#1100325 1-Aug-2014 22:08

l43a2: when you first signed up to telecom you would of gotten a Free connection, free modem etc there is a real cost to upgrade to VDSL, you get new wiring, master filter install + new modem well over $99 in value.

But he is willing to sign up to a new contract.

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freitasm

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#1100334 1-Aug-2014 22:27

mattwnz: Why don't you move to another provider who gives you a free connection.

He did.

Quibbler: Didn't you just say they gave you a free modem and connection on a 12 month term? so what are you complaining about exactly?

That was Vodafone, not Telecom.

Folks, READ IT.

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Quibbler

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#1100341 1-Aug-2014 22:37

Skimmers

Yabanize

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#1100345 1-Aug-2014 22:54

I think vodafone is usually pretty good about giving deals meant for new customers to old customers as long as they sign the contract, But not giving it to him when he was willing to sign it? WTF?

The installation cost built into the contract isnt it?

l43a2

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#1100384 2-Aug-2014 00:25

same as this thread here

killerteddy

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#1100406 2-Aug-2014 03:03

That's strange, we were in exactly the same situation (mid June) but our upgrade to VDSL was completely free (installation+free modem/router) for a 12 month contract.
Did you try calling their sales team other than just writing an email?

I think sometimes it's better to call than to email in this kind of situations. Not that it should make a difference, but I reckon it's more advantageous to communicate verbally with customer service.

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#1100408 2-Aug-2014 04:27

OP did you get a master filter/splitter installed?

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sidders80

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#1100412 2-Aug-2014 05:40

I am not too sure what conversation OP had with telecom however I have been a Telecom customer for sometime and I upgraded to VDSL last year too. I had to sign a 12 month contract and although they did say there is a cost of $99 dollars as the technician comes out to install a splitter they were happy to waive that as a one off. They also sent the new Modem free as a part of the new contract.

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#1100465 2-Aug-2014 08:35

I know plenty of people on Telecom who have all moved to VDSL2 lately and got free install and modem simply by resigning a 12 month contact. Their T&C also make this very clear it's the case.

Free modem and standard installation on 12 month contract also applies for existing Telecom ADSL broadband customers who upgrade to Ultra VDSL

I believe the old $99 fee got canned about 6 months ago.

quickymart

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#1100491 2-Aug-2014 10:00

I had to pay the VDSL installation fee. But the Chorus tech also redid some of the phone cabling in my house and installed new cables where required. So I consider it money well spent. And my broadband is much faster now :)

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