[TelstraClear] How to Cancel TV and Return Decoder etc?

Forums › One NZ (including Farmside) › [TelstraClear] How to Cancel TV and Return Decoder etc?

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hairy1

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#538531 28-Oct-2011 09:24

At the risk of going OT (hehehe) the main reason I hang out on GZ is that there is a lot of experience here about things tech...

It risks being diluted if inane threads which don't add to the GZ atmosphere are started. I have always found GZ to be free of the usual Bulletin Board BS that you sometimes have to wade through.

Cheers!

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StarBlazer

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#538535 28-Oct-2011 09:32

hairy1: At the risk of going OT (hehehe) the main reason I hang out on GZ is that there is a lot of experience here about things tech...

It risks being diluted if inane threads which don't add to the GZ atmosphere are started. I have always found GZ to be free of the usual Bulletin Board BS that you sometimes have to wade through.

Cheers!

+1

I agree.

Topic Starter: company x has over charged me - what should I do?
Reply: what did their customer services say?
Topic Starter: Haven't rang them
Reply: have you looked on the web site?
TS: No - do they have one? Where would I find the address?
Reply: Let me Google that for you (great website by the way)
TS: It says to ring them and they will credit the money - what should I do?
Reply: What the flip! Do you need me to hold your hand?
TS: No need to get personal and trolling all over my interesting thread.

.....
etc
.....
etc

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graemeh

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#538584 28-Oct-2011 10:49

hairy1: I am looking forward to the threads "How do I start my car?" and "Where do they keep the butter at the supermarket?" :-)

Seriously though, where do they keep the clarified butter at the supermarket? It usually comes in a can so it could be on a shelf or it could be in the fridge :)

DonGould

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#538875 28-Oct-2011 20:27

hairy1: It risks being diluted if inane threads which don't add to the GZ atmosphere are started. I have always found GZ to be free of the usual Bulletin Board BS that you sometimes have to wade through.

My mother always used to say 'if you don't have anything nice to say, then don't say anything at all'.

My thanks goes again to the people who just took the question seriously at face value.

Thanks to those who pointed out that you can request a courier bag (not noted on the web site) and pointed out the billing issue that can arise, so to keep the ticket tracking number of avoid the risk of a big bill.

To answer one question, no, I don't generally charge a client who just wants a bit of general information about how to cancel their home TV service when a major reason they're doing it is to rationalise their bill a bit when they're feeling a bit over committed.

Sure, if I can get paid to just sit on the telephone and wait for someone who I have trouble understanding to try and explain answers.... ya why not.

Why not ea? It gives the over seas CSR some work and who cares if that just results in driving up the price of my TelstraClear service a bit because I'm to dam lazy to use a public forum where I know there will be a bunch of guys who know the answer from the last time they had to do it for someone or them selves.

Sure, if I can get paid to trawl around the providers web site after I've already been warned that the answer is not quickly apparent... ya why not. But ya, you'd be right i suggesting that I should have just called Gary directly and made another suggestion of something else they should improve on their web site and they could have the web developers add that to the list rather than more value on our data caps....

...or I could just drop the simple questions in a public forum when I don't know them, and people who don't care for the topic can just skip to the next topic.... geeeee, now there's a novel solution.

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r2b2

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#538913 28-Oct-2011 23:27

DonGould:
hairy1: It risks being diluted if inane threads which don't add to the GZ atmosphere are started. I have always found GZ to be free of the usual Bulletin Board BS that you sometimes have to wade through.

My mother always used to say 'if you don't have anything nice to say, then don't say anything at all'.

My thanks goes again to the people who just took the question seriously at face value.

Thanks to those who pointed out that you can request a courier bag (not noted on the web site) and pointed out the billing issue that can arise, so to keep the ticket tracking number of avoid the risk of a big bill.

To answer one question, no, I don't generally charge a client who just wants a bit of general information about how to cancel their home TV service when a major reason they're doing it is to rationalise their bill a bit when they're feeling a bit over committed.

Sure, if I can get paid to just sit on the telephone and wait for someone who I have trouble understanding to try and explain answers.... ya why not.

Why not ea? It gives the over seas CSR some work and who cares if that just results in driving up the price of my TelstraClear service a bit because I'm to dam lazy to use a public forum where I know there will be a bunch of guys who know the answer from the last time they had to do it for someone or them selves.

Sure, if I can get paid to trawl around the providers web site after I've already been warned that the answer is not quickly apparent... ya why not. But ya, you'd be right i suggesting that I should have just called Gary directly and made another suggestion of something else they should improve on their web site and they could have the web developers add that to the list rather than more value on our data caps....

...or I could just drop the simple questions in a public forum when I don't know them, and people who don't care for the topic can just skip to the next topic.... geeeee, now there's a novel solution.

I don't think anyone would have any problems helping out if you've done the basics first and are still stuck for an answer. As it was, if you had gone to the TelstraClear site, gone Online Help and typed in "How to cancel TV", you would have found out how to cancel the service - and I'm sure at the time of cancelling the TV the CSR would have provided details on how to return the decoder.

The question you asked here is kind of like the questions I often see in software development forums where people are asking questions on how to do something without even doing a bit of a search around first to see if the answer (and quite often its one of the first things that gets returned by a simple Google search (although I admit in this case you have to take the first additional step of navigating to the TCL Online Help page)

I think the reason that people have an issue with this kind of question asking is that once one person starts, others see that they can "get away with it" and then start asking questions without looking stuff up either and then the forum descends into a wasteland of noise (which I've seen happen many a time on forums and mailing lists)

Personally I think you've had plenty of good posts but think this one just hit a nerve with people...

Morph

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#538928 29-Oct-2011 01:26

DonGould:
hairy1: It risks being diluted if inane threads which don't add to the GZ atmosphere are started. I have always found GZ to be free of the usual Bulletin Board BS that you sometimes have to wade through.

My mother always used to say 'if you don't have anything nice to say, then don't say anything at all'.

My thanks goes again to the people who just took the question seriously at face value.

Thanks to those who pointed out that you can request a courier bag (not noted on the web site) and pointed out the billing issue that can arise, so to keep the ticket tracking number of avoid the risk of a big bill.

To answer one question, no, I don't generally charge a client who just wants a bit of general information about how to cancel their home TV service when a major reason they're doing it is to rationalise their bill a bit when they're feeling a bit over committed.

Sure, if I can get paid to just sit on the telephone and wait for someone who I have trouble understanding to try and explain answers.... ya why not.

Why not ea? It gives the over seas CSR some work and who cares if that just results in driving up the price of my TelstraClear service a bit because I'm to dam lazy to use a public forum where I know there will be a bunch of guys who know the answer from the last time they had to do it for someone or them selves.

Sure, if I can get paid to trawl around the providers web site after I've already been warned that the answer is not quickly apparent... ya why not. But ya, you'd be right i suggesting that I should have just called Gary directly and made another suggestion of something else they should improve on their web site and they could have the web developers add that to the list rather than more value on our data caps....

...or I could just drop the simple questions in a public forum when I don't know them, and people who don't care for the topic can just skip to the next topic.... geeeee, now there's a novel solution.

Wow Telstra even provide an 0508 number from ya cell if your VOIP phones don't work... Go sit in the corner.

Lenovo

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DonGould

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#538965 29-Oct-2011 10:08

Morph: Wow Telstra even provide an 0508 number from ya cell if your VOIP phones don't work... Go sit in the corner.

wow... an 0508 number that I'm actually paying for!

Back in ya box ;)

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DonGould

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#538970 29-Oct-2011 10:35

r2b2: I don't think anyone would have any problems helping out if you've done the basics first and are still stuck for an answer. As it was, if you had gone to the TelstraClear site, gone Online Help and typed in "How to cancel TV", you would have found out how to cancel the service - and I'm sure at the time of cancelling the TV the CSR would have provided details on how to return the decoder.

Normally I would agree with you totally! :)

1. The person who I was finding out for had actually spent some time looking and expressed frustration that they couldn't find it. The person does actually have a bit of clue at finding stuff, and I confess I just assumed if he can't find it on the Telstra web site quickly then there's not much hope I will.

When I did point out to the guy where the 'get help' link was, he thought that was pathetic. Being right at the bottom of the page, it's easy to miss.

2. I confess I've had bad experience after bad experience with Telstra support, but I've had lots of good experiences with using public forums to get answers... human nature.

3. I like to improve things. My train of thought is that it I just 'put it out there' then others will support the view or disagree. In this case most people have disagreed - cool. People here seem to feel that a link at the bottom of the page, after scrolling down that says 'get help' is enough and should be easy enough to find in the noise of the rest of the page. Ok, cool...

r2b2: The question you asked here is kind of like the questions I often see in software development forums where people are asking questions on how to do something without even doing a bit of a search around first to see if the answer (and quite often its one of the first things that gets returned by a simple Google search (although I admit in this case you have to take the first additional step of navigating to the TCL Online Help page)

Interesting point of view. I follow development forums a lot as well (well not as much as I used to) but I got a bit of a knack of dealing with questions.

Often, I find people will just drop in a 'heads up' that they're considering something. I've done this too.

If someone drops in with 10 words, then I tend to respond with 10 word if I have something relevant to say or just a random thought.

What really really gets my goat is people who jump in with rant about how the person has made no effort and then the legion of trolls follow with even more rant about how they could have tried harder.

That's also useful though. It often shows there isn't much of a helpful community on that development and the people that are there are a tight nit community focused mainly on helping each other and aren't really interested in new comers - that to me, is also ok.

r2b2: I think the reason that people have an issue with this kind of question asking is that once one person starts, others see that they can "get away with it" and then start asking questions without looking stuff up either and then the forum descends into a wasteland of noise (which I've seen happen many a time on forums and mailing lists)

I disagree. I think that if we start to see a growing number of people posting rather than using a Google search then it has to start to send a message to Google that people are not finding the resource helpful.

In this case, that is exactly what I'm saying, but again I'm saying it about Telstra's web site and their customer service.

I find it amusing that they're spending money paying for TV ads to tell us how well they've done with NetGuide and implying how wonderful the customer service is.

r2b2: Personally I think you've had plenty of good posts but think this one just hit a nerve with people...

Thanks for the compliment on my normal posting and I totally agree with you on the nerve bit.

I'm not totally sure why this one hit such a raw nerve with some people, and thanks for engaging in some thought provoking discussion on the issue.

Really the answer to me is that Telstra need to take better ownership and make some effort to win back some customer support. I suggest starting with having customer support based locally in New Zealand and staffed by people who speak English as a first language.

I know they have a forum and IRC channel project on the way (like Vodafone and other providers have done) and I can only hope that will be staffed by people with clue.

In the mean time, I again can't speak highly enough of the power of GeekZone to get a good quick answer.

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DonGould

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#538998 29-Oct-2011 12:50

DonGould: In the mean time, I again can't speak highly enough of the power of GeekZone to get a good quick answer.

Is it uncool to quote yourself? Anyway...

Another abstract random thought...

Using GeekZone, MF and the owners generate advertising revenue from you guys just reading the posts and joining the discussion.

Frankly I'm must sooner see a local guy with a great web site prosper from my interaction in the telecoms sector than my hard earned money paying for a service that sends the help desk fund over seas.

My other preference is that I know the Telstra staff who do respond to these posts, on GeekZone, are also based in New Zealand.

Yes, you're quite right, this is my personal protest to bring employment back to New Zealanders.

I don't have Allan Freeth's ear. I have no idea why they outsourced New Zealand jobs to Manilla other than the ability to pay third world wage rates. As a customer, it's not benefiting me, it actually really annoys me.

As a New Zealander, I look at the fact we have 27% youth unemployment, yet we're sending the entry level jobs overseas.

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cws82us

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#539001 29-Oct-2011 13:36

hairy1: I am looking forward to the threads "How do I start my car?" and "Where do they keep the butter at the supermarket?" :-)

I was planning of starting one on how do i start my car.

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quickymart

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#539154 30-Oct-2011 00:05

DonGould: I don't have Allan Freeth's ear. I have no idea why they outsourced New Zealand jobs to Manilla other than the ability to pay third world wage rates. As a customer, it's not benefiting me, it actually really annoys me.

As a New Zealander, I look at the fact we have 27% youth unemployment, yet we're sending the entry level jobs overseas.

Cost is the reason for outsourcing such call centres, usually.

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