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Smpl Mnmlst
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#90920 3-Oct-2011 13:44
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I received a letter from Telecom dated 15 August saying that our home broadband Adventure plan was increasing in cost by $5 per month and the data cap was being increased from 20GB to 40 GB. The new arrangement was to take effect from 14 September.

We don’t need 40GB so I went on-line today and changed the plan from the new 40GB back to a cheaper 20GB plan at $66 per month.

I then received an automated email from Telecom confirming that our plan had been changed to a 10GB Explorer plan at $51. So I rang them to find what out what was going on. The call centre guy said they were only part way through the transition to the new plans and apparently they have not updated the text of the confirming emails.  He said our cap was 20GB and the email was wrong both in respect of data cap and price.

Given that the letter I received was dated three weeks ago I think this is pathetic. I am astounded that a big outfit like Telecom would implement new plans and have not yet gone to the trouble to ensure that the confirming emails that their customers receive are correct. Confusion all round for the customers and time wasted ringing to clarify this.

Sometimes I just sit and think. Other times I just sit.

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Hawkes Bay
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  #528517 3-Oct-2011 13:48
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So the email was wrong. You phoned, and the call center gave you the correct info, and an explanation of what happened?

Mistakes happen, and it sounds like Telecom New Zealand Ltd performed very well in this instance.

Like you, I too applaud them for giving you better value, cheaper prices, and having call center staff able to clarify the correct offering.

Well done Telecom.


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  #528518 3-Oct-2011 13:51
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Apologises for any confusion this caused.

I will pass this on to the appropriate team to ensure the automated emails are updated ASAP.

Many thanks,


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#528531 3-Oct-2011 14:15
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We had a similar thing when the data caps got dobled - as we were already on a double your data offer we didn't get a double-double data, despite what the first letter said (a second letter was sent a few weeks after as a correction). 

But it's understandable though, your and my scenario are not that common so it's likely they were never tested beforehand.  How big does the testing budget need to be for this sort of occurence? Thinks like letters are usually tested least, I would argue because it's not that important, compared to critical things like not losing internet whilst changeover to higher caps or changing plans.

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  #528941 4-Oct-2011 11:36
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You had the time to start up this topic, I am sure you didn't mind spending 5 mins of your time on the phone.

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