[TelstraClear] Massive problems dealing with Telstraclear!

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Massive problems dealing with Telstraclear!

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#56849 4-Jan-2007 13:07

Gosh this is bad... I'm glad I am not in Upper Hutt... You have my sympathy, my suggestion is persistently pressing them or bring this matter to commerce commission as they failed to deliver a reliable service, or they alledgely know the fault is in their network and not doing any about it.

Round up the nearby TCL cable internet users and see whether you as a group would push this matter to commerce commission.

Other way is rally outisde Courtenay Place's TCL flagship store, pressure them to respond. or suffer bad publicity. :-D

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ReaperZ

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#57210 8-Jan-2007 10:37

heres the newest update.

on friday i had a phonecall from someone at TCL. offering me compensation - THANKYOU !!

TCL are now fully aware that ive been in contact with the Head of the Commerce Comission and that i am communicating this issue with them to act in my best interests

100% reimbursement for november, december (problem occured in last week of november)

TCL are ordering new hardware to fix my problem, which has apparently been ordered months ago (does that mean TCL knew this problem was going to occur and id be affected by 1month anyway?) which was due to arrive in December, but now will not be arriving until mid january and installed by the end of January - all things going well

i asked if i would get compensated for January as well, credit up front for that too since they knew it would be taking place - seemed a little hesitant to offer this but agreed after thinking it over

however heres the catch .

IF the problem occurs past January they will be offering me 60% refund for any additional months im affected .. how does that make sense ? why would they mention this ? do they expect it to NOT be fixed in january ? .. or just trying to cover themselves

surely if the problem persists .. and the scenario for the end user (me) hasnt changed. and the problem is persisting for a EVEN LONGER period of time, they should be looking at doing something else, if not MORE to compensate me - ... not less ?

i politely told them i would think about the offer - i will have to persue with the Consumer Guarantees Act and the other avenues out there unless TCL match that - they will call me back on Thursday to discuss with me.

less compensation for a longer period of time ? please .. what do you think this is ?

sbiddle

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#57214 8-Jan-2007 11:03

Do you have a term contract with TCL?

ReaperZ

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#57215 8-Jan-2007 11:13

no - i am staying with them to give them a fair chance (even though they have had that somewhat - things do take time) and cable is still far superior to ADSL, im willing to let them provide me with functioning Cable services rather than switching to ADSL - so prove yourself TCL !

sbiddle

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#57216 8-Jan-2007 11:19

I fail to see what your gripe is with TCL. They have acknowledged there is a problem and given you 3 months free internet as compensation which has covered the duration of their problems. They say they should have the problem fixed but if they don't they will give you 60% compensation until it's fixed. If you're not happy with this then move to somebody else instead of complaining. This offer is far better than what you would get from any other telco..

I really have one thing to say.. build a bridge & get over it. What do you really expect TCL to offer you? The Commerce Commission aren't going to be able to do anything for you, TCL have already offered compensation and if you say no to that you're just stupid.

ReaperZ

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#57218 8-Jan-2007 11:35

sbiddle: I fail to see what your gripe is with TCL. They have acknowledged there is a problem and given you 3 months free internet as compensation which has covered the duration of their problems. They say they should have the problem fixed but if they don't they will give you 60% compensation until it's fixed. If you're not happy with this then move to somebody else instead of complaining. This offer is far better than what you would get from any other telco..

I really have one thing to say.. build a bridge & get over it. What do you really expect TCL to offer you? The Commerce Commission aren't going to be able to do anything for you, TCL have already offered compensation and if you say no to that you're just stupid.

are you serious ?

up until friday TCL have offered me NOTHING .. promising to FIX it countless times, saying its their network fault, saying its not their network fault, refusing to even look at their network, sending out countless techs who do the same thing over and over again, not listening to their tech's , their techs not turning up in the correct time frames, having their techs DRIVE OFF THE SITE, telling me a different story every day

sbiddle can you tell me how you think .. if a problem is still occuring, for a 'longer than acceptable' timeframe , offering LESS compensation is feasable ? - to me when it was mentioned it sounded like the lady i talked to EXPECTED it to occur past january, and that the hardware has been on order for some time - prior to my problem, which also leads me to believe it wont actually be fixed by the end of January.

im giving them a chance to solve a problem. usually any company would jump at that opportunity, being involved in marketing i know its 5times easier to keep an existing customer than to deal with the prospect of having to get a new one. and they wonder why they lose millions ... plus a lot more beneficial for the company on so many aspects.

thats why i have a gripe with them. if they offer me 100% compensation until the problem is FIXED then i will be happy. it is their obligational right while im paying any amount for the service to do so.

ReaperZ

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#57777 13-Jan-2007 15:42

on thursday I received a phonecall from TCL as expected in regards to their offer.

I hadn't experienced a disconnection since lunchtime - when I received the phonecall at about 5pm.

the network upgrade that was due mid to late january was apparently completed on the thursday I received the call.

unfortunately I went away on friday morning so I was extremely busy on thursday evening packing etc (am on holiday lying on a hotel bed currently as I type this) so I haven't been able to witness wether the service is restored to normal.. but here's hoping

have been credited a FULL refund for november, december and also january, and a promised phonecall in a week or two to check the service is working OK. however I will call TCL if a problem occurs and not wait for the call, which I was instructed to do. its good to see theyre offering a courtesy call to check its all ok

guess TCL finally fixed the problem.. here's hoping! big ups to them for finally getting it solved.

I have all the tech notes too. they're quite amusing however :) many a contradiction, I willl check if I am able to release them. theres mention of GeekZone in them :d!

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#57778 13-Jan-2007 15:46

Thats good to hear. So all you need to do is threaten CGA to get companies to start doing things eh...
Why does your flag show that your in america? :P

cokemaster

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#57782 13-Jan-2007 16:55

Perhaps he is using a Telecom mobile data session (a lot of those IP's come up with American flags)

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ReaperZ

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#58010 16-Jan-2007 08:45

yeah was using a EVDO connection .. WiFi in the hotel wasn't free ! however i could pick up a Telecom Wifi Hotspot which is free, however i dont have an xtra username, and calling the phoneline listed on the site was one of the last priorities for the lovely weekend i had away !!!

ReaperZ

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#58239 18-Jan-2007 11:04

the problem seems to be fixed !! 2 days worth of monitoring by me and not a single drop out.

thanks TCL for finally fixing it - i look forward to my credit on the account also

lchiu7

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#58573 23-Jan-2007 11:52

Just an an information point, I received the e-mail promising a $20 credit and it was on my latest statement without my having to ask about it. Also when I inquired about my 6 months of 2 free PPV movies, that was also noted on the account. Alas the choice is not that great so I haven't taken advantage of the offer yet.

Larry

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

geek4me

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#58711 24-Jan-2007 11:04

ReaperZ: the problem seems to be fixed !! 2 days worth of monitoring by me and not a single drop out.

thanks TCL for finally fixing it - i look forward to my credit on the account also

Hi ReaperZ, I live in Trentham Upper Hutt and I'm looking at signing up to TelstraClear Broadband. I have been following this thread with interest having held off getting TelstraClear Broadband till this Upper Hutt issue was resolved. Can I safely signup now and be problem free? Are other Upper Hutt customers also running okay now?

lchiu7

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#58738 24-Jan-2007 14:27

Despite problems with TCL cable, I would take it over DSL in a heartbeat.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

inane

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#58751 24-Jan-2007 17:59

I think you haven't pushed them hard enough,

I set up ADSL for a friend of mine through telstraclear,
- he is a tradesman and doesn't do "that computer s***" he just wants it to work,

so I recommended tcl (this is prior to this thread) as they have always given me great service,

so he gets told the modem would arrive in 14 days,

no modem, ring them up (he had to switch his tolls over as well) and they said the order had gotten stuck in the system so they hadn't switched it across.

anyway after a whole lot of problems - (and everytime he repeatedly said,
"nope, not interested. cancel it all I'm going to call the c**ts at telecom, I effing hate them, but at least they'll be able to provide a customer with the service they are wanting to buy."

they fell all over themselves and had higher and higher sales people ring back, and he ended up with 8 months free internet.

I would say the reason you are having so much trouble getting a decent credit is because you are now dealing with the beauraucracy not the sales people -

as all of you who work for a vendor know a sales person will give a customer the moon if it means they get the sale.

so I reckon you should ring the sales team and say that you have been offered X and how can they beat that and make up for the outages in order to hang onto you.

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