[TelstraClear] T-Box issues continued

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#682043 5-Sep-2012 21:59

DonGould:
Are people actually paying for these boxes? I thought they were just giving them away to people who sign up for a couple of years BB access.

The $15/month is the only thing that is free on contract (T-Box Rental). The TV service itself still costs nearly as much as sky. So the whole 'experience' still costs $$$

Kirk

DonGould

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#682051 5-Sep-2012 22:14

kharris:
DonGould:
Are people actually paying for these boxes? I thought they were just giving them away to people who sign up for a couple of years BB access.

The $15/month is the only thing that is free on contract (T-Box Rental). The TV service itself still costs nearly as much as sky. So the whole 'experience' still costs $$$

Oh, sorry, I wasn't thinking about the cable tv service. I used to call up for a bit of pixialation, I agree with you guys, pay for a premium service, I just expect it to work.

But I confess I don't know the back story. The impression I get is that Saturn brought TV competition to a space that was dominated by Sky, so grew a very loyal following.

I don't read the posts much, but I do note the number of them and it really doesn't seem there's that much noise.

I know it's what stops me from signing up though. Last thing I want is poor WAF on my case.

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Iceni

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#682092 6-Sep-2012 06:01

DonGould:
BarTender: It continues to stagger me that there are customers still paying money for the T-Box. It's just not fit for purpose IMHO.

Are people actually paying for these boxes? I thought they were just giving them away to people who sign up for a couple of years BB access.

I was one of the many that paid $499 up front when the T-Box first came out, this payment was a one-off payment instead of the monthly $15.

I asked for a refund of this money because of all the problems, but was told it wasn’t possible. If I had received a refund I would have dumped the T-Box a year ago.

DonGould

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#682175 6-Sep-2012 10:14

Iceni: I asked for a refund of this money because of all the problems, but was told it wasn’t possible. If I had received a refund I would have dumped the T-Box a year ago.

It always amazes me how people just don't know their rights under the CGA. I don't get that all of you with complaints about this box aren't just sending them back and requesting a full credit as it's very obvious that the provider can't make it work if I'm to believe the endless posts that keep popping up here.

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BarTender

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#682183 6-Sep-2012 10:26

DonGould:
Iceni: I asked for a refund of this money because of all the problems, but was told it wasn’t possible. If I had received a refund I would have dumped the T-Box a year ago.

It always amazes me how people just don't know their rights under the CGA. I don't get that all of you with complaints about this box aren't just sending them back and requesting a full credit as it's very obvious that the provider can't make it work if I'm to believe the endless posts that keep popping up here.

Me too. Ask for a refund of your $499 since the product doesn't work. They refuse, ask to speak to manager, they refuse again. Say you're taking them to small claims court under the consumer guarantee's act for not refunding your initial payment since they are in breech of the CGA. Quote this site: http://www.consumer.org.nz/reports/consumer-guarantees-act/the-guarantees

Acceptable qualityThis means goods:

Do what they are made to do.
Are acceptable in appearance and finish.
Are free from minor defects.
Are safe and durable.

It's pretty clear to me that the T-Box fails in two of these items.

Then quote: http://www.consumer.org.nz/reports/consumer-guarantees-act/putting-it-right

Don't give up (or complain to Gary directly), or really do take them to Small Claims under the CGA.

Move on and get a working PVR, since it's just TV at the end of the day.

DonGould

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#682192 6-Sep-2012 10:40

BarTender: Say you're taking them to small claims court under the consumer guarantee's act for not refunding your initial payment since they are in breech of the CGA.

As the amount is under $3,000, would the disputes tribunal be better?

Last time I took a case there it only cost me $35 and the outcome netted me $350.

I didn't need a lawyer, in fact no one is allowed to take one, and the whole process only took an hour.

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floydbloke

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#682207 6-Sep-2012 11:16

DonGould:
BarTender: Say you're taking them to small claims court under the consumer guarantee's act for not refunding your initial payment since they are in breech of the CGA.

As the amount is under $3,000, would the disputes tribunal be better?

Last time I took a case there it only cost me $35 and the outcome netted me $350.

I didn't need a lawyer, in fact no one is allowed to take one, and the whole process only took an hour.

Do we actually have a small claims court as such in NZ. A quick looksie at the Justice site talks about the Disputes Tribunal and civil cases in the District Court. Looking at the fee structure for the latter this could get expensive very quickly.

(Sorry, drifitng way off topic here)

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DonGould

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#682220 6-Sep-2012 11:44

http://www.justice.govt.nz/tribunals/disputes-tribunal - hey look... a whole web site on the question...

http://www.justice.govt.nz/tribunals/disputes-tribunal/fees - $36.30 to contest getting your $450 back.

It's only off topic in my mind if no one has an issue of wanting to get their money back and be done with the box/service.

My experience is that many of these sorts of issues never get as far as court because it costs the provider way more to just show up than the good will value of just making an arrangement with you.

My experience of Gary and TCL is that if you've really had enough then they will just do the right thing and let you move on. However, anyone who thinks they're going to get this result from the level 1 CSR on the helpdesk is being just a bit silly.

There has to be a balance here between sticking with it to see if it will come right and letting it go. CSRs have to protect the company from a run on returns when things aren't working well.

http://www.stuff.co.nz/sunday-star-times/business/776473/Lessons-of-the-past

Look at the info on PSIS when it had its fund frozen for years because of a run on the bank.

What would giving back 30,000 STB's cost TCL and would that cause it to go out of business and then open up the market for Sky to charge as they choose? I suspect this is why many people stick with T-Box, in the hope it will come right.

D

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kharris

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#682251 6-Sep-2012 12:34

DonGould: What would giving back 30,000 STB's cost TCL and would that cause it to go out of business and then open up the market for Sky to charge as they choose? I suspect this is why many people stick with T-Box, in the hope it will come right.

That is the main reason I am sticking with TCL. The extra money I might have to pay for Sky HDi is not an issue for me at all. I just want a competitive market to remain so you have to support them in order to do that. Hopefully Voda won't drop it as a service and will see the benefit of getting it right and being able to access a wider customer base but providing the service over UFB

D1023319

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#682503 6-Sep-2012 18:04

kharris:
DonGould: What would giving back 30,000 STB's cost TCL and would that cause it to go out of business and then open up the market for Sky to charge as they choose? I suspect this is why many people stick with T-Box, in the hope it will come right.

That is the main reason I am sticking with TCL. The extra money I might have to pay for Sky HDi is not an issue for me at all. I just want a competitive market to remain so you have to support them in order to do that. Hopefully Voda won't drop it as a service and will see the benefit of getting it right and being able to access a wider customer base but providing the service over UFB

lanceanz

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#682590 6-Sep-2012 22:57

I paid the $499 and was treated fairly by TCL when I quit. I'd had almost 2 years use out of it so certainly didn't expect to get my full $499 back, even though it'd given me a lot of grief. Based on my experiences with TCL I'd be very surprised if anyone had to take them to small claims. If you did, then I very much doubt you'd be awarded $499.

TelstraClear

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TelstraClear

#682731 7-Sep-2012 11:32

Hi all, we’ve investigated the reports of slow response and asked Digisoft to address this. This will be done overnight on Sunday (early Monday morning).

While the work is underway some customers may see the ‘No Connectivity’ message and/or be unable to access the PPV purchase functionality. This should last no more than 30 minutes and your T-Box should automatically restore its connection. In cases where this does not happen automatically, please reboot your T-Box.

This work is in addition to the planned update which, we are told, will begin quality testing in the next few weeks.

Apologies for the inconvenience.

Gary

Garfield69

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#682757 7-Sep-2012 11:58

TelstraClear: Hi all, we’ve investigated the reports of slow response and asked Digisoft to address this. This will be done overnight on Sunday (early Monday morning).

While the work is underway some customers may see the ‘No Connectivity’ message and/or be unable to access the PPV purchase functionality. This should last no more than 30 minutes and your T-Box should automatically restore its connection. In cases where this does not happen automatically, please reboot your T-Box.
Gary

Gary, I'm recording Formula one Sun 23:55 - Mon 02:30 and tennis Mon 04:30-0800
Are my recordings likely to be affected by the "digisoft slow-response" fix ?

TelstraClear

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#682770 7-Sep-2012 12:21

Garfield69: Gary, I'm recording Formula one Sun 23:55 - Mon 02:30 and tennis Mon 04:30-0800
Are my recordings likely to be affected by the "digisoft slow-response" fix ?

Hi Garfield. The techs say that your programmes should record as planned.

Cheers, Gary

D1023319

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#682795 7-Sep-2012 12:59

TelstraClear: Hi all, we’ve investigated the reports of slow response and asked Digisoft to address this. This will be done overnight on Sunday (early Monday morning).

While the work is underway some customers may see the ‘No Connectivity’ message and/or be unable to access the PPV purchase functionality. This should last no more than 30 minutes and your T-Box should automatically restore its connection. In cases where this does not happen automatically, please reboot your T-Box.

This work is in addition to the planned update which, we are told, will begin quality testing in the next few weeks.

Apologies for the inconvenience.

Gary

great stuff Telstra.

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