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Topic # 50160 23-Nov-2009 19:51
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I went to see a client today.
They are an elderly couple who purchased a belkin wireless router and set it up, assured by the person who configured it at harvey norman that it would be secure.

Anyhow it wasnt secure, and one of the neighbours ran up 22gb of data last month - or $470 in excess usage fees on their broadband starter plan.

I went out and secured the network and rang telecom to ask if they could reverse the charge - which they did.

The customer was so happy and very impressed with telecom's customer service from the accounts department. Also I am impressed with the technical support who suggested to call a technician out to check the wireless network.

Well done Telecom.




Ray Taylor
Taylor Broadband (rural hawkes bay)
www.ruralkiwi.com

There is no place like localhost
For my general guide to extending your wireless network Click Here




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Reply # 275606 23-Nov-2009 20:15
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thank you bro for sharing this positive news with us it's good to here someone got a good Result from telecom Well done!

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  Reply # 275613 23-Nov-2009 20:48
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Telecom have really done a HUGE re image of their company, and I like it, coming from a person who said I would never use telecom again who know has everything , land line, net, cellphone, tolls

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Reply # 275622 23-Nov-2009 21:01
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boby55: Telecom have really done a HUGE re image of their company, and I like it, coming from a person who said I would never use telecom again who know has everything , land line, net, cellphone, tolls


This was my impression too after going on the Telecom Exchange tour.  I'll outline more in my next blog post, once I stop being lazy and publish it.

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  Reply # 275631 23-Nov-2009 21:22
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That's good, but I have seen them do that back in the pre fancy asterisk and new attitude days for a similar thing.

What I would be impressed with is if they had seen the excess usage and called the customers to ask if their current plan was right for them, and if they had got a wireless router etc.. That would be problem solving and potential up-sell at the same time.

edit - spelling... typing like a r'trd today...




Richard rich.ms

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  Reply # 275831 24-Nov-2009 15:37
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They did something similar for us a few weeks ago. We were on the 20GB plan which slows you to dial up when you go over the limit, and they noticed that we always went over and asked if we wanted to try 40GB free for a month or two. We said yes, we hit forty, we never got slowed down. At some point I clicked to the fact that a friend of mine on a 40GB plan got charged for each MB he went over......$650 in excess charges later, we rang telecom stated that
1) no one told us it would be different if we went over our cap
2) we were told we could try the 40GB for no extra cost.
So they reversed all the extra charges :)

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