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BDFL - Memuneh
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# 21017 13-Apr-2008 13:24
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I know it's a weekend, and it's great the Telecom support team actually worked on this request, but...

When I ported my Vodafone number to Telecom I asked at the store to use an existing account number I have with Telecom. They skipped that bit of my request, but that's ok - thought I could just consolidate the two accounts, since it's a lot of paper that comes every month for an account that is only $2.81/month (an old Xtra email I kept).

Anyway, instead of merging the accounts, it would be easier to simply skip the monthly paper statements and get it electronically on www.telecom.co.nz/yourtelecom.

So I added my mobile phone account - fine. Then proceeed to add the second account through a form request, which requires someone at the Telecom mothership to do for me.

Today I got a reply with these words:


I am unable to process this as the two accounts are in different customer names.

The Your Telecom service is registered via your customer number, you can have multiple accounts under the one customer number, and view these on the Your Telecom service under the one login.

The account number you have provide is not in the same name as your currently registered service, if you would like to view this account on your current login we will require the authority from the account holder to transfer the account and services to your customer number. This will mean you will become the owner of the line and be liable for any charges or changes made to the lines/services.


Both accounts have the same full name. Both accounts have the same address.

Most interesting there are two replies in the same e-mail. One suggests merging the accounts, the other says nothing can be done. Those replies came from two different people on the same case.

Great work there...




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  # 123187 13-Apr-2008 14:27
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And this is the biggest reason why almost nobody ever uses those online email forms on company websites, "standard replies" and a week to get back to you. This is not just a Telecom thing, I happens with all companies. I did have a personal response from Vodafone recently with tips and a good explanation though which did surprise me.


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  # 123189 13-Apr-2008 14:44
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I think it's going to get worse before it gets better as the telco's ship the customer support overseas.

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