Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


12 posts

Geek
+1 received by user: 1


Topic # 66293 16-Aug-2010 21:25
Send private message

Hi All

 

I’m a long term Telecom customer for the past 10+ years, I can’t say I’m always satisfied with Telecom’s product and services, but at least there isn’t much reason for me to switch to other vendor. 

 

I was very pleased with Telecom’s recent Bigtime boardband plan, I recommended it to all of friends as ‘the best boardbard NZ ever had’, and although I’m disappointed that Telecom terminated that product, but I totally understand the costing aspect, and I reckon Telecom at least deserve credit for trying, and I had the best boardband experience in the past year.

 

At sometime around June, just like everybody else I received a letter from Telecom officially announce Bigtime is coming to an end. Telecom offered me two options:

 

1.      Switch to a 20G Telecom Boardband plan at 18th of Aug, and as a bonus, I’ll get 20G of extra cap at first two month.

2.      If I didn’t contact Telecom by 30th of June, my plan will be automatically removed from BigTime, and switch to 20G Telecom Boardband by 8th of Oct.

 

At that time, I figured 8th of Oct is not bad, so I’ll keep on enjoy my BigTime plan till 8th of Oct. However today I suddenly found my plan been switched to the 20G Telecom plan.

 

So I called up Telecom Custom Service and ask, and it termed out, Telecom claimed they use the word “BY 8th of Oct”, hence it means my BigTime plan will end at 8th of Oct the latest, but it can terminate earlier. They keep on stress the letter use the word “BY”, not “AT

 

I expressed my disappointment rationally, and I perfectly realise Telecom Customer Service reps don’t wrote the letter and they certainly don’t dictate Telecom policy. In the end I accepted that there is nothing the Service reps can help me, they are bound by their company policy.

 

But I personally felt I was mislead by Telecom. In the context of daily life language, if I call up my wife and said “I’ll be off work today by 5”, then it’s only reasonably for my wife to expect me finish off work at 5. If I know in advanced that I may be finishing off work between 3pm-5pm, then I won’t call my wife and say ‘I’ll be off work by 5’ and expecting my wife to miraculously guessed there is a change I could be finishing work at 3pm. Furthermore, if I know my wife need to make important arrangement base on the time I finish of work, I will definitely be more specific about it.

 

Now, lets look at Telecom’s letter.

Basically, if I switch to their 20G Plan by 16th of Aug, I got free 40G extra data. But if I don’t switch, I may just get normal 20G plan starting from 16 of Aug. But that’s the critical piece of information that wasn’t presented to me in the letter. If I know this information, it will certainly impact my judgement. Telecom simply said “my plan will be automatically removed from BigTime, and switch to 20G Telecom Boardband by 8th of Oct”. I don’t have a law background, and English isn’t my first language, I didn’t pick by the difference between the word “BY” and “AT”. But personally I felt I was misleaded.

 

Anyway, I remember last year I was happened to walk pass a Telecom office during the time Telecom’s XT network just launched and I saw some big posters hanging on their wall, saying the Core Value of Telecom is “Honesty” and “Integrity”. Well, it’s very ironic for a organisation that self-proclaimed to be “Honesty” and “Integrity” to treat a loyal customer with such deceitful language and misleading letters.

 

This strikes me that even at the point of time where Telecom is bidding for the coming 1.5 billion national optic fibre project, I would have thought publicity, integrity and customer satisfaction will be top on Telecom’s priority. But apparently, even just 2 month’s worth of boardband plan on a very small proportion customers is the profit they willing to make at sacrifice of their core value, honesty and integrity.

 

But again, I don’t have legal background at all, and maybe the fault is mine in misinterpreting Telecom’s letter. So I want some opinions. I wonder if my story worthy of complain toward Commence Commission and media? (Hearld, etc..)

 

Cheers

Bill

Create new topic
2082 posts

Uber Geek
+1 received by user: 218

Trusted
Subscriber

  Reply # 368373 16-Aug-2010 21:30
Send private message

End of the day what are you going to achieve? It was due to end anyway, just ended earlier than you expected it to.




MacBook Pro 13" w/ Touch Bar (Early 2017) | iPad Pro 10.5 Wi-Fi 128GB (Space Grey) | iPhone 8 Plus 64GB (Product RED) | HomePod (Space Grey) | Apple TV 4K | Apple TV (4th Generation) | Apple Watch Series 3 42mm (Space Grey)

1163 posts

Uber Geek


  Reply # 368376 16-Aug-2010 21:33

Just tell them that you misread the letter properly , and they may give you that double offer. It does clearly say 'by the'...

It would be cheaper for them to keep you as a cusomter, than lose you to another ISP.

2883 posts

Uber Geek
+1 received by user: 378


  Reply # 368377 16-Aug-2010 21:34
Send private message

No its just a little dirty but theres nothing we can do. We're all pissed they cut the plan but a lot of us get a free modem out of it since they broke their end of the contract :D




Bachelor of Computing Systems (2015)

 

--

 

Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland 




12 posts

Geek
+1 received by user: 1


  Reply # 368383 16-Aug-2010 21:39
Send private message

Thanks for the feedback. I called them and explained the situation to their Custom Rep, they explained the situation to me very clearly that the letter did use the term "by" therefore there is nothing they can do for me. Absolutely nothing.

I understand its just 2 month worth of boardband and my life wouldn't perish without it, its just this is not what I will describe as 'Honest' and 'integrity' way of doing business. And it strike me even more hearing Paul Raynold making promise to NZ that Telecom can delivery the best boardband plan with the 1.5 billion fibre project.

As for me, I think its not just about if you are technically capable, its also about how you do business.

281 posts

Ultimate Geek
+1 received by user: 8


  Reply # 368386 16-Aug-2010 21:41
Send private message

There is a massive difference between "by" and "at" in this context, although I'd have personally said "between August 13th and October 8th" as I'm guessing they will be staggering the migrations instead of throwing thousands through on the same day and flooding the helpdesk.

281 posts

Ultimate Geek
+1 received by user: 8


  Reply # 368390 16-Aug-2010 21:47
Send private message

ctai010: Thanks for the feedback. I called them and explained the situation to their Custom Rep, they explained the situation to me very clearly that the letter did use the term "by" therefore there is nothing they can do for me. Absolutely nothing.

I understand its just 2 month worth of boardband and my life wouldn't perish without it, its just this is not what I will describe as 'Honest' and 'integrity' way of doing business. And it strike me even more hearing Paul Raynold making promise to NZ that Telecom can delivery the best boardband plan with the 1.5 billion fibre project.

As for me, I think its not just about if you are technically capable, its also about how you do business.


Sorry but why would they need to do anything for you?
They didn't lie or mislead you, so how are they being dishonest or lacking integrity?



12 posts

Geek
+1 received by user: 1


  Reply # 368393 16-Aug-2010 21:51
Send private message

Cymro:
ctai010: Thanks for the feedback. I called them and explained the situation to their Custom Rep, they explained the situation to me very clearly that the letter did use the term "by" therefore there is nothing they can do for me. Absolutely nothing.

I understand its just 2 month worth of boardband and my life wouldn't perish without it, its just this is not what I will describe as 'Honest' and 'integrity' way of doing business. And it strike me even more hearing Paul Raynold making promise to NZ that Telecom can delivery the best boardband plan with the 1.5 billion fibre project.

As for me, I think its not just about if you are technically capable, its also about how you do business.


Sorry but why would they need to do anything for you?

They didn't lie or mislead you, so how are they being dishonest or lacking integrity?


 

they don't need to do anything for me. I understand their point perfectly. And i have nothing but respect for their customer service rep.

Anyway, its just my opinion that they mislead, just want here other's opinion. I appreciate your feedback. Sometimes its good to heard from 3rd party's perspective.

 



12 posts

Geek
+1 received by user: 1


  Reply # 368399 16-Aug-2010 21:59
Send private message

  how are they being dishonest or lacking integrity?


 

The following is just my opinion, feel free to disagree with me.

 

The honest thing to say is 'we'll be switching your account to 20G plan at any time between 16th of Aug to 8th of Oct', or simply 'any time before 8th of Oct'.

But their value proposition sound weaker that way.

Regarding to integrity, failure to disclose full information for opposition to make a informed business decision itself is a act of deceit. If they didn't do it in purpose, I thought the least they can do is offer the extra 40G of free data, that's what people will get if they opt to move off BigTime at 16th of Aug anyway.

 

But again, just my opinion, I could be wrong. Peace Smile

 

 

1818 posts

Uber Geek
+1 received by user: 52

Trusted

  Reply # 368437 16-Aug-2010 23:25
Send private message

I think it was rude of Telecom to not keep you informed about the exact date of the cancellation of the contract so that you had time to make an informed decision.

The could have said by xmas and it would have meant the same thing.
It's another case of Telecom using confusion to gain a win over it's customers.

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.