[TelstraClear] Sold internet with no computer...how?

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quickymart

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#635632 4-Jun-2012 19:56

DoomlordVekk: This sort of crap makes me feel quite ashamed to work for TCL, to be completely frank.

Me too, which is why I'm so glad I don't work for them anymore :)

Lias

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#635941 5-Jun-2012 11:32

Someone really does need to drag TCL's customer support into the 21st century. If it wasn't for Gary here at Geekzone, and Byron/Simcore over at ON3 providing great service, I'd probably have been jailed for flying to the philippines and blowing up a TCL call center by now.

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

TelstraClear

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#636144 5-Jun-2012 15:45

Hi all - we have just issued statement to the media:

A story in The Dominion Post (2 June) that was repeated in a number of papers and online is misleading says TelstraClear.

The couple featured in the story have been TelstraClear customers for many years and have had a dial-up Internet service since 2005. In upgrading the customers’ TV to a digital service, the sales agent mentioned that they could take advantage of a package discount. This meant that if they wished to upgrade from dial-up to broadband they would get a discount. This offer was accepted.

The sales agent did not follow proper policy which states that, where the person appears to be frail elderly, and certainly where the customer is a resident of a retirement or care village, that the contract is left with them and they should be advised to seek the opinion of a family member before proceeding. This did not happen and appropriate action was taken by TelstraClear as soon as this was discovered.

We have also apologised for the difficulty that the customers’ daughter had in contacting us, and we are working to reduce wait times. One team of new customer help staff are already on the phones, and have more are being trained.

[Edited to fix spelling mistake.]

EvilSteve

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#636173 5-Jun-2012 16:31

The mrs has just finished training at Telstraclear and started working on the phones for exisiting customers today, Ive been trying my hardest to teach her the little bits i know about TCL and also about the issues voiced here on Geekzone.

Hope this helps her be more of use to anyone that calls up, please dont go too hard on her because im sure il be the one hearing allll about it when she gets home.

As for the original topic they had dialup already? seems like a logical conclusion that they would own a computer whether or not he followed potocol?

TelstraClear

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#636178 5-Jun-2012 16:39

halfbaked: The mrs has just finished training at Telstraclear and started working on the phones for exisiting customers today, Ive been trying my hardest to teach her the little bits i know about TCL and also about the issues voiced here on Geekzone.

Hope this helps her be more of use to anyone that calls up, please dont go too hard on her because im sure il be the one hearing allll about it when she gets home.

As for the original topic they had dialup already? seems like a logical conclusion that they would own a computer whether or not he followed potocol?

Hi halfbaked. I hope the mrs enjoys it here, and I'm sure that she'll appreciate the support you're giving her.

The customers did have dial-up, and the reporter was told this on Wednesday, well before Monday's story ran. Even so, we have admitted that we could have done better and we are looking to see if any changes can be made to improve things (which, to be fair, the original story did quote us on).

But we also believe that crucial facts were ignored by the reporter, therefore readers would not have been able to make a fully informed decision on the issue.

Gary

quickymart

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#636199 5-Jun-2012 17:09

halfbaked: The mrs has just finished training at Telstraclear and started working on the phones for exisiting customers today

Oh dear.

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