Got to wonder what the driving force was for yet another company to outsource when Vodafone's outsourcing debacle to Egypt so clearly outlined why this is such as sh*t idea in the first place. Almost has to be financially motivated because it sure as hell hasn't provided any payback to Telecom, Vodafone and now Telstra in terms of better customer service. Case and point: I was a Vodafone customer for mobile but eventually moved to Telstra. The move was purely because I was sick of dealing with Vodafone's borderline retarded customer service staff. Telstra was reselling Vodafone services albeit a bit more expensive, but I changed to Telstra knowing that wasn't going to have their customer service staff doing weird and wonderful things to my account due to instances where my requests were "lost in translation". That's all changed now.
Now that the 3 big telcos in New Zealand provide almost the exact same products and are headed towards an even playing field of customer service crapness, they're going to be left in a position where they'll be competing on price alone. This is possibly going to lead to everybody undercutting each other. Great for consumers as far as having extra cash in their pocket after the bills are paid every month, but God help us if we need to move house or have something fixed.
Rang them up, service cancelled, returned all the gear to their store.
Next month a bill arrives in the mail, call them and was told not to worry they would sore it. But my bank account is debited.
Next month a bill arrives in the mail, call them again and was told not to worry they would sort it, will call me back to confirm the refund. But my bank account is debited.
This month a bill arrives in the mail, call them again yesterday and was told not to worry they would sort it. .
It's their policy. When doing disconnects, staff are forbidden to disconnect billing. You have to phone and specifically request it. I saw loads and loads of that there. Oh so sorry, we'll refund. Eventually.
Why do people do 'direct debit' especially with a telco? If a business does not allow direct credit or online bill payment, they don't get my business. Apparently my life insurance company actually made an exception for us, as I had to told the broker that there was no way I was signing any direct debit form. I think they have to manually process our payments, but at least they get our custom.
Probably because it's all automatically paid for them and they don't need to login to make a manual payment - it's all taken care of with a direct debit.
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