Yabba misleading website

Forums › Spark New Zealand (including Skinny and BigPipe) › Yabba misleading website

wongtop

563 posts

Ultimate Geek

#18850 26-Jan-2008 12:52

Following paradoxsm blog (http://www.geekzone.co.nz/paradoxsm/3873). I decided to get a yabba card for calling from my Telecom mobile (recently ported from vodafone).

Before I did I checked on their website (http://www.telecom.co.nz/content/0,8748,101014-1073,00.html?nv=sd) to make sure for myself that there would be no surcharges when using the card from my Telecom mobile to make overseas calls. Sure enough it was there in black and white "There is no surcharge from Telecom mobile phones when calling overseas".

Last evening I decided to make a test call to a landline in Australia. I was surprised to find that I was charged 50c/min instead of 10c/min. Called the yabba helpline this morning, and was told there is a 40c surcharge for making a call from a mobile (in spite of what the website says).

Got an 80c refund for my 2 min call, but that's not really the point - so I filled in the complaint form on the Commerce Commission's website.

A couple of questions;

1. Anyone else out there misled like I was?

2. Anyone using Yabba cards from Telecom Mobiles without surcharges - is it only people with ported numbers that are getting stung?

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#106890 26-Jan-2008 14:12

Perhaps you should bring this to Telecoms attention as it may be a billing error.

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skyplonk

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#106905 26-Jan-2008 16:12

I use my Telecom (027) mobile with Yabba for most of my overseas calls and never been charged a surcharge.

Just dial 0124 then I am away.

manhinli

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#106916 26-Jan-2008 17:47

You said you ported from Vodafone to Telecom. Did you keep your number? Maybe Telecom just uses the incoming number to identify you.

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gi99a

32 posts

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#106939 26-Jan-2008 20:48

I agree with cokemaster, why not call Telecom, there may be a simple explanation, why go to comcom?

... geesh...

BiggusDoggus

391 posts

Ultimate Geek

#106944 26-Jan-2008 21:14

Also agree - a bit of an over-reaction going to the ComCom...

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wongtop

563 posts

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#106945 26-Jan-2008 21:23

First thing I did was to ring Yabba - spoke to the supervisor. She told me that there was a 40c surcharge for all calls from mobiles and would get someone to update the website.

Then I logged a complaint on the com com website - if their billing, helpdesk (including supervisor) contradict their website, in my view their website is misleading.

The supervisor did see that I called from an 021 number, then she realised you can't make calls from Vodafone mobiles on Yabba anyway. The website does say Telecom mobiles, and doesn't have exclusions for numbers ported to Telecom.

Glad to hear that Yabba calls from Telecom mobiles to overseas don't get hit with a surcharge for some here. That's what I wanted, and that's what I am not getting.

gi99a

32 posts

Geek

#106954 26-Jan-2008 21:50

you should persist with Telecom to find out what the deal is, the supervisor may not be right. It may be something wrong in your billing set up since your porting to Telecom occurred.

Make another call, it is common for any big company to have conflicting information... or email them (via the "contact us" part of the website).

Make sure you state the facts like you did on this post.

An incorrect piece of information isn't "misleading" as such, give Telecom the benefit of the doubt in the even it was an error. Usually, if a company charges incorrectly they will have to credit customers who used the service... this has happened before with Telecom, so if it is wrong they may thank you for bringing it to their attention.

Let us know how it goes...

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cokemaster

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#106957 26-Jan-2008 21:55

It doesn't matter what prefix you have, if you ported your number to Telecom - you have a 'Telecom mobile'. You should be able to use all the services as if you were using a 027 number.

By the sounds of it, it is a number portability issue if its only occuring with a 021-Telecom number. I would get it logged as a fault as other Telecom mobiles are not being charged a surcharge.

In saying that, one should probably ready the CGA and FTA.

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gi99a

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#106959 26-Jan-2008 22:03

also have a gander at http://www.telecom.co.nz/content/0,8748,205250-200447,00.html

johnr

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#106977 26-Jan-2008 23:54

Going to the comcom first is a bit harsh. There is a big difference between misleading and making a error. There is a calling card that can be used on vodafone nz now and there is no surcharge.

nzbnw

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#106980 27-Jan-2008 00:52

wongtop: First thing I did was to ring Yabba - spoke to the supervisor. She told me that there was a 40c surcharge for all calls from mobiles and would get someone to update the website.

Then I logged a complaint on the com com website - if their billing, helpdesk (including supervisor) contradict their website, in my view their website is misleading.

The supervisor did see that I called from an 021 number, then she realised you can't make calls from Vodafone mobiles on Yabba anyway. The website does say Telecom mobiles, and doesn't have exclusions for numbers ported to Telecom.

Glad to hear that Yabba calls from Telecom mobiles to overseas don't get hit with a surcharge for some here. That's what I wanted, and that's what I am not getting.

The supervisor is incorrect, there is no surcharge from a Telecom mobile. Contact Telecom directly, and explain the situation.

nzbnw

wongtop

563 posts

Ultimate Geek

#107240 28-Jan-2008 19:45

At the suggestion of many here I contacted Telecom again and received the following response (posted at their request) - unfotunately it doesn't really clear things up for me, as it doesn't make clear whether the mistake was in applying the surcharge or in not updating the charges on their website to include a surcharge.

----

Thank you for bringing this to our attention.

Our prices were last updated on the 1st of December and it seems there was an error with the details for Australia. I have emailed our support team and we will be updating this as soon as possible.

I will be arranging for a credit to be placed on your card once I hear back from our Yabba team.

I apologise for any inconvenience caused by this, and once again, thank you for letting us know so soon.

Can you update your blog to reflect this outcome? This means that anyone who may be concerned about this can contact us directly so that we can put it right.

manhinli

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#107242 28-Jan-2008 19:50

wongtop: Our prices were last updated on the 1st of December and it seems there was an error with the details for Australia. I have emailed our support team and we will be updating this as soon as possible.

I get what you mean... just Australia? Come on! It says: "There is no surcharge from Telecom mobile phones when calling overseas." ...so that's anywhere.

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gi99a

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#107243 28-Jan-2008 19:51

Hi Wongtop

I agree, that is confusing.... what bit about calling Australia is wrong? The per minute charge or the fact a surchgarge exists? Did you continue dialogue? I think it is imporatnat to know what the error is exactly?

freitasm

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#107256 28-Jan-2008 20:49

I think the person replying to you didn't understand the fault you were reporting.

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