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.




57 posts

Master Geek
+1 received by user: 1


Topic # 18382 8-Jan-2008 20:25
Send private message

For a variety of reasons I need to know all the cell phone calls I make and their cost. When Telecom ceased routinely providing this information on their bills in respect of calls covered by the fixed cost of my plan I requested that they continue to be itemised, which happened until recently.

The correspondence follows:

Me:

"We are no longer getting the calls itemised when they are free. Can you please go back to showing these."

Customer Care Online - email address: Your Telecom Support [yourtelecomsupport@custhelp.com] (sic)

"Thank you for your email.

"Unfortunately, this option is no longer available.

"Telecom has removed this option due to the large amount of wasted paper each month and also the fact that they are an unbilled item. If you still wish to view these calls, you may do so by signing up to "Your Telecom". www.telecom.co.nz/yourtelecom .

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

Me:

"Has Telecom considered how they will look when it becomes clear that they are refusing to itemise bills when they:

* have specifically be asked to provide itemised bills when they dropped this from general accounts some time ago
* are charging a fixed amount for a certain level of service, are willing to itemise charges for additional service in their printed bills, but are unwilling to justify the individual items they are claiming against the fixed allocation (if you think the charges are ?unbilled? can I perhaps arrange to have the corresponding fixed charges removed from my account)
* I need a printed copy of the details so there is no ?wasted paper?, just an argument about who does it

"I?m happy to accept a single item for a commodity item like texts, but individual calls do not fall into that category.

"I?m happy if Telecom decides to go to complete electronic bills for all customers, but with a reduction in your prices to compensate.

"I am however not happy for you to arbitrarily decide that you are unwilling to justify the calls (and charges) against the fixed allocation

"Regard this as a specific request for you to itemise on your invoice the calls you are claiming against the fixed allocation. "


Am I just old fashioned or something :(





Create new topic
3539 posts

Uber Geek
+1 received by user: 125

Trusted

  Reply # 103657 8-Jan-2008 20:32
Send private message

sarnold: Am I just old fashioned or something :(

Yeah, sorry to say, I think you are actually (no offence intended) Smile

Telecom have the same policy with many of their services; for example, the Mobile Data Calls on my Mobile Broadband plan.

If I want to see the details of what I'm being charged for, they are available on-line for me to print out or save to hard disk file.  Whereas if I rely on the paper bill, they just show the all-up total for these calls.

Personally, I don't have a problem with that policy.  The info. is available for me to print out if I want to, but how many people would actually bother?

For that reason, I side with Telecom on this issue in the interests of saving trees Tongue out



57 posts

Master Geek
+1 received by user: 1


  Reply # 103662 8-Jan-2008 20:47
Send private message

Then why itemise any part of their bill?

 
 
 
 


3539 posts

Uber Geek
+1 received by user: 125

Trusted

  Reply # 103665 8-Jan-2008 20:54
Send private message

sarnold: Then why itemise any part of their bill?

It's a good question.  Maybe there is some legal requirement to list the calls you are being individually charged for?



57 posts

Master Geek
+1 received by user: 1


  Reply # 103670 8-Jan-2008 21:05
Send private message

But that's the point - I'm being charged for them all.

3539 posts

Uber Geek
+1 received by user: 125

Trusted

  Reply # 103673 8-Jan-2008 21:13
Send private message

sarnold: But that's the point - I'm being charged for them all.

Yeah but some of the calls are being covered by the "Fixed Cost of your plan" as stated in your original post.

Whereas others are being individually charged for.

A fine point of distinction I agree, but generally I think the move to reduce numbers of pages printed makes sense, so long as customers still have the ability to access that information should they have the need to do so.



57 posts

Master Geek
+1 received by user: 1


  Reply # 103686 8-Jan-2008 21:41
Send private message

I pay for a fixed number of minutes (200) and then get charged by the minute there after. Why tell me about the call that uses the 201st minute but not the one that uses the 199th. Telcom is still claiming the 199th minute call as a charge against the fixed allocation, and so is just as much real money as the 201st, and requires the same level of documentation.




31 posts

Geek


  Reply # 104019 10-Jan-2008 14:37
Send private message

I see both points here, but whats the problem if you can see it online then what is the big problem.
I personally prefer it this way and its good to see that they are fighting that paper war, if you think all the accounts that are getting this done on them saving average of about 2 bits of paper.
Dont know what telecoms customer base is like but thats alot of paper.
Would it really be that hard to logon and print it out online or even save it to you pc.
You could itemize them all from there.

Im sure it wont be long till bills arent coming in the mail at all. (welcome to the digital age)

Unfortunatly im with telecom on this one aswell.



57 posts

Master Geek
+1 received by user: 1


  Reply # 104038 10-Jan-2008 16:29
Send private message

Fortunately Telecom's with me. Full bill reinstated.

31 posts

Geek


  Reply # 104039 10-Jan-2008 16:31
Send private message

Tree Killer :p

3295 posts

Uber Geek
+1 received by user: 211

Trusted

  Reply # 104164 11-Jan-2008 10:09
Send private message

Damoz101: I see both points here, but whats the problem if you can see it online then what is the big problem.
I personally prefer it this way and its good to see that they are fighting that paper war, if you think all the accounts that are getting this done on them saving average of about 2 bits of paper.
Dont know what telecoms customer base is like but thats alot of paper.
Would it really be that hard to logon and print it out online or even save it to you pc.
You could itemize them all from there.

Im sure it wont be long till bills arent coming in the mail at all. (welcome to the digital age)

I agree with you too, but if a customer has a specific need for the itemised account (most wouldn't) then I can't believe they'd refuse that request.

It's good to see that they've reinstated your full bill sarnold, but a bit worrying that they originally said "Unfortunately, this option is no longer available".  Basically, they lied to you to get you off their back.  What they meant was "This option is available but we'd really rather not give it to you unless you make a big fuss (which we hope you won't bother to do)."

Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Orcon announces new always-on internet service for Small Business
Posted 18-Apr-2019 10:19


Spark Sport prices for Rugby World Cup 2019 announced
Posted 16-Apr-2019 07:58


2degrees launches new unlimited mobile plan
Posted 15-Apr-2019 09:35


Redgate brings together major industry speakers for SQL in the City Summits
Posted 13-Apr-2019 12:35


Exported honey authenticated on Blockchain
Posted 10-Apr-2019 21:19


HPE and Nutanix partner to deliver hybrid cloud as a service
Posted 10-Apr-2019 21:12


Southern Cross and ASN sign contract for Southern Cross NEXT
Posted 10-Apr-2019 21:09


Data security top New Zealand consumer priority when choosing a bank
Posted 10-Apr-2019 21:07


Samsung announces first 8K screens to hit New Zealand
Posted 10-Apr-2019 21:03


New cyber-protection and insurance product for businesses launched in APAC
Posted 10-Apr-2019 20:59


Kiwis ensure streaming is never interrupted by opting for uncapped broadband plans
Posted 7-Apr-2019 09:05


DHL Express introduces new MyDHL+ online portal to make shipping easier
Posted 7-Apr-2019 08:51


RackWare hybrid cloud platform removes barriers to enterprise cloud adoption
Posted 7-Apr-2019 08:50


Top partner named at MYOB High Achievers Awards
Posted 7-Apr-2019 08:48


Great ideas start in Gisborne with hackathon event back for another round
Posted 7-Apr-2019 08:42



Geekzone Live »

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


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



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.

Alternatively, you can receive a daily email with Geekzone updates.