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scooby101

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#34667 27-May-2009 15:29
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Sooo it's less than 2 days out from the XT Network launch and I still haven't received a voucher towards a new handset.

I re-signed to a 2 year Flexi Anytime contract (was previously on Flexi Mytime) last month and supposedly this would entitle me to a $299 voucher rather than a standard $149 one. My previous contract was up August 2010, and I re-signed through til April 2011.


Before the testdrive.co.nz site launch, there was a tool on the telecom.co.nz/newnetwork page that you could use to see how much you would be eligible for. As an existing customer with time left to run on my contract I was eligible for a $149 voucher.

Option 1 all fine and dandy. BUT... There was an option 2, and it reads as following: "Any current Telecom mobile customer who does not purchase a new handset and re-signs to a new 12, 24, or 36 month contract on a Telecom mobile monthly rental plan before June 2009 will receive a $299 voucher ("the Re-sign Voucher").".


I called Telecom this morning to make sure the voucher was loaded against my account and usable as I hadn't received a physical one. They said it was, and it was fine to go into a store without the voucher as they'd have a record of it.

They also told me my voucher was for $149 only. When I queried this, I was told the $299 vouchers were reserved for customers who had completed their contract period (i.e. 2 years for me) and THEN re-signed. I disagreed, as the terms (above) don't make any mention of the fact that it doesn't apply to customers still within their contract period. They assured me that the $149 was correct and that I was ineligible for the $299 one.


Another point to note, which I forgot to mention at the time, is that my friend got a phone call last month from Telecom and they advised her that she would receive a $149 voucher, but if she re-signed to a new 2 year contract then they'd send her a $299 one. She still had over 6 months to run on her original contract, so it appears she was in the exact same situation as me, did the exact same thing, but gets $150 more from Telecom toward a new handset than I do!

As far as I can see I should be receiving a $299 voucher. I'm an impatient kind of guy (my own fault, not Telecom's!) and with the $149 voucher only I won't be able to afford to buy an XT phone for a wee while sadly :(. I get paid monthly and money is a bit tight at present, but I would really love to smash my stupid Okta Agent against a very solid brick wall (and was hoping to do so this Friday!!).

Any thoughts on whether I'm right or not?

Cheers!

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freitasm
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  #218367 27-May-2009 16:27
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I have asked someone at Telecom about this...




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scooby101

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  #218368 27-May-2009 16:31
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Cheers Mauricio! I emailed them as well and attached a screen grab of the Ts & Cs, but haven't heard back from them yet...

bazzer
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  #218372 27-May-2009 16:40
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I guess the question might come down to whether you were eligible to resign early. You still had a considerable length of time on your contract, you were only 7 or so months into a 24 month contract. That's quite a different situation to 6 months left on a 24 month contract.

That's like saying I could sign up to a 24 month contract then after a month resign up for another 24 months (essentially no difference) and you think I'd deserve the $299?



scooby101

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  #218373 27-May-2009 16:43
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Yeah but if that's the case they should stipulate the cutoff for who is eligible and who is not... and it doesn't, that's what my beef is. It's not a matter of whether I deserve it, it's a matter of it being written there in black and white that I am eligible for a $299 voucher.

karenmonksnz
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#218375 27-May-2009 16:55
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Hi Scooby,

This looks like a bit of an odd situation and the guys would like a chance to discuss it with you and look at how your account has been re-signed.

Can you do me a favour and drop me a line with your contact?details to karen.monks at telecom co nz and we can investigate?

Cheers
Karen



{MOD EDIT : SP : Masked email address to avoid spam}

marmel
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  #218401 27-May-2009 18:26
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The voucher issue hasn't been handled very well as far as I can tell. I joined Telecom and signed a 2 year contract about 5 months ago. I was told at the time I would receive a voucher for $149 towards a new handset for the new network. I haven't received anything at all so far. You would think with this being such a big deal for Telecom they might have made a bit more of an effort with their existing customer base and sent out a info pack along with vouchers for those that are eligible.

karenmonksnz
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  #218408 27-May-2009 18:49
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Ok so this is another odd one can you send me your details as well?

You should have got your $149 voucher.

Drop me a line at karen.monks at telecom co nz so we can talk to you

{MOD EDIT : SP : Masked email address to avoid spam}



n00dy
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  #218409 27-May-2009 18:54
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if you upgraded to an new mobile or connected to a new mobile agreement (contract min 12 months ) a $149 voucher was flagged against your number, the phyiscal card is not nessacary as it is loaded as a code against your number. If you were eligiable to resign ie, within 3 months of your contract expiring ( consumer, SE, SME ) or 6 months for business & associate customers you were flagged for the $299 voucher and as per the above you may or may not recieve the card, the associated discount is again with the mobile number resigned. Note that the voucher value is not transferable to a different number. When you take up the offer you will be recontracted for 24 months. Go-onebill, prepaid and corporates were not eligable. From what you describe above you are outside the resign criteria however your friend is within criteria

karenmonksnz
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  #218412 27-May-2009 19:01
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thanks n00dy :)

Marmel - you should have received a letter given the time frames you had above, so I just want to make sure everything is ok. Better to be safe than sorry!

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  #218418 27-May-2009 19:23
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karenmonksnz: thanks n00dy :)



Marmel - you should have received a letter given the time frames you had above, so I just want to make sure everything is ok. Better to be safe than sorry!


I sent you my details.

Hopefully Telecom will come up with something decent for mobile/landline/broadband because my landline/broadband is still with vodafone and my 12 month contract has just run out with them.

karenmonksnz
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  #218420 27-May-2009 19:41
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got it, will look into it :)

scooby101

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  #218629 28-May-2009 12:29
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bazzer: I guess the question might come down to whether you were eligible to resign early. You still had a considerable length of time on your contract, you were only 7 or so months into a 24 month contract. That's quite a different situation to 6 months left on a 24 month contract.



That's like saying I could sign up to a 24 month contract then after a month resign up for another 24 months (essentially no difference) and you think I'd deserve the $299?


Also, just thought I'd mention that my contract expiry of August 2010 is due to a re-sign to Flexi in August 2008, not a new connection. I'm not a new Telecom customer, I've been with them for 6 years.

n00dy
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  #218637 28-May-2009 12:35
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scooby101:

Also, just thought I'd mention that my contract expiry of August 2010 is due to a re-sign to Flexi in August 2008, not a new connection. I'm not a new Telecom customer, I've been with them for 6 years.


Thats strange as resign vouchers were introduced 01/09/2008, I am unaware of any voucher promise prior to that date, However there is an option to contest the voucher offer, however that proceedure will be avaiable from Friday onwards and requires either the store or call centre to email details away, it may be the case that you will have to follow this proceedure as of tomorrow but take note there would be a time delay depending on the voloume of queries being sent off.

scooby101

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  #218644 28-May-2009 12:53
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n00dy:
scooby101:

Also, just thought I'd mention that my contract expiry of August 2010 is due to a re-sign to Flexi in August 2008, not a new connection. I'm not a new Telecom customer, I've been with them for 6 years.


Thats strange as resign vouchers were introduced 01/09/2008, I am unaware of any voucher promise prior to that date, However there is an option to contest the voucher offer, however that proceedure will be avaiable from Friday onwards and requires either the store or call centre to email details away, it may be the case that you will have to follow this proceedure as of tomorrow but take note there would be a time delay depending on the voloume of queries being sent off.


Sorry what I'm saying is that the reason that I'm only 7 months into my current contract is because I re-signed on my existing Flexi Mytime plan for 2 years in August (and was already a contract customer). I then re-signed again to a new Flexi Anytime plan for 24 months last month, which is where the voucher comes in to play.


That's in response to Bazzer questioning whether or not I deserved a voucher after only being on contract for 7 months. My point is that I have been on a Telecom contract since long before August 2008.  

bazzer
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  #218649 28-May-2009 13:03
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I wasn't really questioning if you deserved it, I was just throwing out a scenario that takes your example to an extreme. I don't see the fact that you've been with them for 6 years as being relevant to this issue. The voucher thing wasn't for long time Telecom people, it was for anyone resigning on a contract.

Anyway, sounds like it might get resolved for you. Hope you do get the voucher, one should be rewarded for loyalty but it doesn't always work out like that.

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