[TelstraClear] Going to war with TelstraClear

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Going to war with TelstraClear

1 | 2

Galta304

3 posts

Wannabe Geek

#116243 13-Mar-2008 00:16

I had a bizarre experience with Telstraclear (TCL) yesterday.

I am currently in the process of relocating from Seatoun Heights, Seatoun in Wellington to Brunswick Street, Lower hutt. Both areas are within TCL stated cable network zone. I currently have TCL cable service and have had so for over a year and a half. I am very satified with the service, therefore I was hoping to continue receiving the service at my new home. However when I called TCL I was told there was no availability to that specific dwelling. This, I was told, was because it was a multiunit dwelling and that there was some conflict with TCL as Telecom was connected to some of those dwellings at the complex (please note the dwellings are simply flats side by side, not an apartment complex). I enquired if there were other properties receiving TCL cable and was advised that the neighbouring properties (on the same street!) had availability. I stated that this doesn't make sense and the representive transfered me to someone else.

Representive number two stated that representive number one did not know what he was talking about and that the reason that the dwelling cannot receive cable from TCL is because it is too close to the CBD of lower hutt. The representive further stated that because of this proximity to Lower Hutt's CBD there is no availability to this dwelling as TCL is not allowed to conflict with existing fibre/cable infrastructure in the CBD area. How can this be if the neighbours are getting cable internet from TCL!

There seems to be underlying truth to this discriminatory selection of servicability, to dwellings that have cable running down there street, that TCL are not revealing.

If anyone can enlighten me as to why this is please advise.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#116260 13-Mar-2008 08:03

TelstraClear do have cable in Brunswick St and it is all underground. Without knowing the layout of the property problems can arise from both multi unit dwellings and underground cable services that can cause issues. If it's an overhead drop then cable can't be run over another property to reach yours. If it is underground then there can be access issues is boring or trenching is required to provide the service.

There could be a chance that they will not be able to provide you with a service but I'd be wanting to speak to somebody who knows something, obviously both the people you spoke to aren't necessarily giving you correct information.

rattler

72 posts

Master Geek

#116354 13-Mar-2008 14:20

Just wondering how you forgot to pay 2 X $150 bills?

Novatech

72 posts

Master Geek

Trusted

#116355 13-Mar-2008 14:29

rattler: Just wondering how you forgot to pay 2 X $150 bills?

I changed some automatic payments and the account that the payments were comming out of were $0.45c short - for the weekly payments.

Novatech

72 posts

Master Geek

Trusted

#116360 13-Mar-2008 14:57

Well bugger me. I won.

Afeter several email exchanges Telstra are

    1. Not charging for the period of 'no service'
    2. Reconnecting me as I've paid most of the outstanding amount.

Blimy. I wasn't expecting them to roll over this easy.

jpollock

600 posts

Ultimate Geek

Trusted

#116381 13-Mar-2008 16:07

congratulations!

---
http://blog.jason.pollock.ca

sinner

35 posts

Geek

#116587 14-Mar-2008 10:44

I'd really like to say congratulations on getting a refund, but seriously this annoys me. If you forget to make a payment, I don't think it's reasonable to expect a company to refund you.
Just seems to me that some people get into contracts and when they can't meet them, they expect not to face any penalty. You might feel hard done by when you were charged for the months when your account was in suspension, but the fact is it's in the T&C and the company was well in it's rights to charge you. The previous issue of forgetting to switch the modems over is, in my opinion, an even worse case of expecting a company to help you out when you make a mistake.
Just makes me annoyed when people get out of charges (whether it's from telco or finance or other) when they get in trouble. I make my payments on time and if I stuff up, I take responsibility to get myself out of it and learn from it to not get myself into
the same situation again.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

sleemanj

1490 posts

Uber Geek

#116596 14-Mar-2008 11:25

Kudos to TelstraClear for doing the right thing and giving this man back his money!

Just makes me annoyed when people get out of charges (whether it's from telco or finance or other) when they get in trouble. I make my payments on time and if I stuff up, I take responsibility to get myself out of it and learn from it to not get myself into the same situation again.

There is what is within-thier-rights, and what is just, what is ethical. You can't argue the case legally, legally they are within thier rights. But there is more to this world, more to customer relations, more to company health and reputation, than contracts. You don't make a good name for yourself by screwing over customers just because you can.

Is charging full-rate for the period your account is suspended legal, yes. Is it just? I don't think many people could truely say that being charged for the NON-provision of a service is ethical, with a straightface. It cost the company $0, they charged $XX for it, and for that $XX, what did the person get, precisely nothing - no way, no how can that be seen as just, and it seems, T/Clear has agreed.

Likewise when I forgot to switch the modem, it cost the company precisely $0 extra, but they charged me a few thousand dollars extra, was it legal, yep, was it ethical, not on your life, and again (after some time), T/Clear came to see that also, retained me as a customer, and as result have collected many times that amount from me ethically over the subsequent years.

---
James Sleeman
I sell lots of stuff for electronic enthusiasts...

1 | 2