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42 posts

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  # 353383 19-Jul-2010 13:36
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Slightly on-topic,  I just posted the following email to Telecom:

We are a home-based business at xxx, Christchurch (behind airport area).  We have long been in a real dead-spot for XT coverage and contractors and tradesmen no longer like visiting here because they lose contact with people.  Can you let me know the current status of XT network upgrades in the area. <continued>

Telecom replied...

Thank you for contacting Telecom.  I am sorry to hear that you have not had the best experience with our CDMA coverage in your area.  As we are winding up the CDMA network in 2012 we are not investing in
enhancing this service.  I would like to recommend that you try our XT network on our 30 Day Risk Free trial. All customers new to XT have the opportunity to trial our XT network, risk free. Simply purchase <etc>

I'VE BEEN CUT / PASTED and CLOSED!!!!  Wish they would take the time to read my message!

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  # 353403 19-Jul-2010 14:02
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to the op, did your girlfriend have a telecom prepaid cdma phone or was she on contract? I find it hard to believe telecom is calling all it's millions of cdma prepaid customers and getting them to upgrade.

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  # 353703 20-Jul-2010 01:29
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I have 3 prepaid telecoms and have not been called at all. I feel left out.

The $100 handset is probably something with R in its name so sending back is the right thing to do. When you want to go XT there are many nice samsungs for cheap on trademe.




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  # 353819 20-Jul-2010 11:20
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JaredW: Slightly on-topic,  I just posted the following email to Telecom:

We are a home-based business at xxx, Christchurch (behind airport area).  We have long been in a real dead-spot for XT coverage and contractors and tradesmen no longer like visiting here because they lose contact with people.  Can you let me know the current status of XT network upgrades in the area.

Telecom replied...

Thank you for contacting Telecom.  I am sorry to hear that you have not had the best experience with our CDMA coverage in your area.  As we are winding up the CDMA network in 2012 we are not investing in
enhancing this service.  I would like to recommend that you try our XT network on our 30 Day Risk Free trial. All customers new to XT have the opportunity to trial our XT network, risk free. Simply purchase

I'VE BEEN CUT / PASTED and CLOSED!!!!  Wish they would take the time to read my message!


If you can PM us the Incident Number we can get the team to look into this for you.

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  # 353838 20-Jul-2010 11:50
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I like how you mention an issue here with your Telecom experiences, and you get absolutely swarmed by Telecom employees looking to resolve the issue. That's some brilliant customer service!




I finally have fibre!  Had to leave the country to get it though.




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  # 355118 22-Jul-2010 21:17
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I got a call from the telemarket to apologise. He felt that "2 years was 'soon' in business terms", I didn't ask him about the GF's question that joining now was absolutely necessary.

But now... Her phone number has been disconnected!! I guess no-one thought to stop the CDMA cancel order.

 
 
 
 


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  # 355188 23-Jul-2010 06:54
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tristanb: But now... Her phone number has been disconnected!! I guess no-one thought to stop the CDMA cancel order.

I had that once after a failed XT upgrade. Telecom should be able to reconnect it quickly.

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  # 355196 23-Jul-2010 07:47
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johnr: telecom have that 30 day promise thing going on right now can't you just return rhe handset?

I was pretty sure thats only if you go on contract for 24 months, and ask for it.



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  # 356015 25-Jul-2010 11:10
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I had that once after a failed XT upgrade. Telecom should be able to reconnect it quickly.


Not so I'm afraid. They won't reconnect CDMA until they have received the XT phone - the phone that she was conned in to purchasing in the first place!

That is absolutely disgusting customer service. First they rip her off, then they cancel her CDMA phone, and they won't even connect the CDMA phone until their unused XT phone is returned!! With all the thousands we've spent on Telecom, they think we're gonna steal a crappy mobile we don't even want?

She took it into a Telecom place in Wgtn, who apparently have read this post, but they still wouldn't connect the phone! I don't see the logic in it an all! I mean, if they want, they can hold on to the $100 she was duped into spending until they receive the phone, but why withhold the CDMA reconnection? Some kind of punishment for speaking up about their bad practices?

If your business is caught being dishonest, and then grossly inconveniences a customer, they should at least be helpful and try to put things right. I'll be changing our landline network, no matter how much the churn fees are, and my GF is likely to switch to 2degrees.

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  # 356122 25-Jul-2010 17:23
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wierd. Whilst I don't think it is necessarily the right thing to do, I can kind of see why from a business POV they might not cancel the contract (and hence not move the number back to the CDMA phone) until they receive the XT one in the mail - from their POV you could be someone looking to go back on CDMA, never send the XT phone back, and sell it on trademe or something.

But...
Surely they can at the very least connect the CDMA phone temporarily on prepaid?

Just bizarre.

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  # 356238 25-Jul-2010 22:43
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While I realise that you're frustrated, the store staff aren't to blame here, please don't take your anger out on them not being able to reconnect the phone - they really can't do it when they say so.

This problem is related to the provisioning system, it's dependent on the courier pack being received at the distribution warehouse before it will process anything against a phone number - this includes reconnection. Furthermore, there is nothing that an in-store rep. could do to get around this. Did you ask for a loan phone?

Was it made clear if the rep. who called in the first instance was a direct Teelcom employee, or were they from a dealer?




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  # 356316 26-Jul-2010 07:31
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munchkin: While I realise that you're frustrated, the store staff aren't to blame here, please don't take your anger out on them not being able to reconnect the phone - they really can't do it when they say so.

This problem is related to the provisioning system, it's dependent on the courier pack being received at the distribution warehouse before it will process anything against a phone number - this includes reconnection. Furthermore, there is nothing that an in-store rep. could do to get around this. Did you ask for a loan phone?


Was it made clear if the rep. who called in the first instance was a direct Teelcom employee, or were they from a dealer?


 

I find it hard to believe that the system requires a courier to deliver before they are capable of "turning" the number back on??  If it is the case, the system sucks!!

Also what is Telecom doing to make this right? - besides the loss of mobile services

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  # 356417 26-Jul-2010 11:33
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tristanb: Not so I'm afraid. They won't reconnect CDMA until they have received the XT phone - the phone that she was conned in to purchasing in the first place!

That is absolutely disgusting customer service. First they rip her off, then they cancel her CDMA phone, and they won't even connect the CDMA phone until their unused XT phone is returned!! With all the thousands we've spent on Telecom, they think we're gonna steal a crappy mobile we don't even want?



Tristan;
I understand some of your frustration however I feel this is getting out of hand a little.  Your girlfriend can reconnect the CDMA phone as prepaid and get up and running as soon as possible.  
I spoke with the representative (and their team leader) who talked to your girlfriend and I am sure that they were not trying to rip her off in any way at all.  And I very much doubt that the system is trying to punish you ... 
tristanb: or speaking up about their bad practices? 
  

tristanb: If your business is caught being dishonest, and then grossly inconveniences a customer, they should at least be helpful and try to put things right. I'll be changing our landline network, no matter how much the churn fees are, and my GF is likely to switch to 2degrees.



Again, we are not trying to be dishonest and there are several people here trying to put things right.
It seems a miscommunication has gotten extremely out of hand and possibly an issue reconnecting her CDMA account is causing a problem.
If you would like to PM me, I will provide you with our contact email and together we can look at what else we can do in further detail .. rather than summaries on a forum.
Of course if your girlfriend wishes to move to 2degrees, then we understand and wish you both all the best.

tara
 

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  # 356440 26-Jul-2010 12:23
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This sounds really atrocious, I'm sorry you are going through this.  The sooner the people at telecom get things sorted, the quicker you can leave.  Alas, every company gives crappy service at some time or another.  The reason is that no employee takes 'ownership' of a problem, so when you have more than 2-3 people in different locations doing things, misunderstandings and poor assumptions happen.  I've had the same problems with ownership with TelstraClear.  Good luck with 2 degrees.

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