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HeliSteve

13 posts

Geek


  #98393 5-Dec-2007 18:50
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From Telecom today. It's been over three months since I first told them about the problem.

Thank you for your email.

Again, I am sorry this has dragged on as long as it has and for the trouble it has caused you. Unfortunately, in these situations, we rely on third party hardware manufacturers, such as Alcatel, to undertake network analysis to ascertain where the problem lies. It can sometimes take up to 3 months to get an answer from them and get a resolution. I fully appreciate this is an eternity in this day and age, but that is the reality.

I also realise we are at the 3 month mark at this stage. I rang our consumer mobile team again today and asked them chase this up again. They, in turn, have contacted the necessary people involved to expidite a solution. The Telecom staff member I spoke to was aware how long this has taken to date and agreed with me that a resolution needs to be forthcoming very soon. I sincerely hope this is the case.

We will advise you of any update as soon as it comes to hand. For your records the case number is FMSCase=

Please accept our apologies for the inconvenience caused.

If we can assist you any further with this matter we will be happy to help.

Kind regards,

Malcolm Anderson
Customer Care Online

alvstar2001
100 posts

Master Geek

Trusted

  #98527 6-Dec-2007 12:30
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keep on pushing for an answer i say, continue to call telecom who will the contact consumer mobile to get the answer
if you still have no luck! talk to a manager and adv the service level agreement with alcatel is unacceptable.
push to resolve, and perhaps you'll get some sort of credit? your time, effort and emotion to call telecom to have fault resolved. :)
benefits both ways, u get credit, and telecom does there work? :)




alvstar2001

mobygeek
307 posts

Ultimate Geek


  #98555 6-Dec-2007 14:37
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I went to the Telecom web site, and they have a form for complaints under 'contact us'.  From there I found a new web site for the Telecomunications Dispute Resolution site, www.tdr.org.nz.  Have a look...



HeliSteve

13 posts

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  #98561 6-Dec-2007 15:11
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Cheers, I have already been directed to this website. It is noted on their site..........

"Before you make a complaint to TDR you need to have made the complaint to your telecommunication company. A complaint must also be about an event that happened on or after 30 November 2007, when TDR started operating."

My "event" is on going so I fall under this requirement. I will be contanting them.

alvstar2001
100 posts

Master Geek

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  #98568 6-Dec-2007 15:28
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interesting.. i think thats some sorta 3rd party complaints source if say telecom, telstra or whatever telecommunications company does not come to standard with your complaint...
???





alvstar2001

alvstar2001
100 posts

Master Geek

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  #98569 6-Dec-2007 15:36
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hey steve, you first reported the fault before than, but any complaint you have made after the 30th is ok..
you can make a complaint today and they'll take it in :)




alvstar2001

HeliSteve

13 posts

Geek


  #98588 6-Dec-2007 16:42
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I complained months back about the fault and they filed an incident report. I put in a formal complaint in this week regarding not getting my initial fault or incident sorted. That complaint I can use.




mobygeek
307 posts

Ultimate Geek


  #98643 6-Dec-2007 21:13
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Generally speaking, a first contact is a concern, unlessyou specifically say you want to make a complaint!  So if you complain that they haven't sorted it out, it's a complaint!!!  Go for it!

HeliSteve

13 posts

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  #99417 11-Dec-2007 12:48
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Hi all. Well, more calls to Telecom support, nothing done and given the run around. I spoke to an old friend that knows Alcatel quite well and he laughed. "The problem will never get resolved" he says. He and Consumer advice me to go back to Vodafone. So I shall but will still complain to TDR.

JaBZ
353 posts

Ultimate Geek


  #99441 11-Dec-2007 15:36
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Apologies, you have been given incorrect advice. I have chased up our 3rd tier support Alcatel Lucent, and they are currently investigating, it appears the reported faults so far were quite intermittent so was proving hard to find recent examples, I have provided further relevant details so hope they can progress the investigation.

Is this an intermittent issue for you or does it happen all the time?




My opinions and ideas expressed in posts are solely my own and do not reflect the views of my employer in any way..


HeliSteve

13 posts

Geek


  #99446 11-Dec-2007 16:31
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Happens 95% of the time. There has been the odd occasion where the text comes through otherwise not until pushed from another text. If no texts are pushed through and are whating "somewhere" then at 6:47AM every morning SOMETHING  pushes them through. If someone from Alcatel calls me and I can go through the process while they monitor it their end then they can track it. It only takes 10 minutes.

HeliSteve

13 posts

Geek


  #99447 11-Dec-2007 16:34
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To add more, it does happen everytime I turn off my phone, text sent to me then phone switched back on so please someone from Alcatel ring me and we can go through the problem. That is not too much to ask.

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