[TelstraClear] Petition for credit on Bills from TC

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Petition for credit on Bills from TC - namely Jville area

zar

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#10444 22-Nov-2006 18:46

Ok, earlier i was accepting, but now after 4 continuous micro-outages just now, and last nights 11 hour outage, and to be notified of further outages this month.

I do not regard this as acceptable, like I said in the other thread. If the node has reached its peak this should have been pre-empted and strategies should have already been in place weeks in advance for upgrades to take place. What am I paying TC for? All i ask is simple: USABILITY, STABILITY, AND PRIMARILY SPEED. I care very little for TC's poor customer service and billing which I've very much accepted over the years. But come on if there is no service at all (like now again) then really WHAT am i paying you for?

I VOTE for credit on this month's account due to this lack of service....

Oh make that 5-- ERR 6 and counting micro-outages whilst I was writing this!
and yes, I am on hold with them lol

tonyhughes

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#53268 22-Nov-2006 19:18

Telstraclear is not a democracy, its a company. You have no vote.

Petitions on websites also dont count for much. I suggest you write a very comprehensive, polite, intelligent letter of complaint (possibly the same via email as well - get a read receipt), and ask for a credit for the time that the service was unavailable.

Voting with your feet is also widely regarded as a good way to show dissatisfaction with a companys services.

zar

81 posts

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#53274 22-Nov-2006 19:37

haha i damn well know that mate. Its mainly for topic sake.

You seriously expect a letter of complaint to be read by them? lmao

Also I have already voted with my feet, from Xtra, Slingshot, Ihug to Telstra, where the hell am I sposed to take my feet from here? back to Telecom you suggest?

All I want is a stable internet service!

I just sat on hold for 40 mins, and got a someone who yes you guessed it, booked a Technician (my 3rd) :)

Denied all knowledge of the Jville node reaching anywhere near capacity, which was yes expected.

Oh well, I will wait another week for the tech, endure I'm sure many more outages, and as I suspect already will resolve zip and result with me back on the phone. Not to mention the overcharging billing problems I have, but hey who cares about them, I've given up on that department completely.

freitasm

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#53277 22-Nov-2006 20:20

It happens that sometimes the help desk person knows less than we do.

As for letters, yes I am pretty sure they read it. I know someone here sent an e-mail to a manager at TelstraClear and got a reply about his concerns.

And I am sure TelstraClear (as well as Vodafone, Telecom and now WorldxChange) all "monitor" these forums and act on things we discuss here. And I have some contacts within these companies (as others here, you don't know how many employees post and read around here).

So, you can either send an e-mail and ask for a credit, but I'd guess (if you get one) it will probably be a pro-rata thing and you will see a minimum amount on your account.

But people are aware of these problems.

zar

81 posts

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#53279 22-Nov-2006 20:33

Yeh its why I rarely ring the help desk, because they are not really interested in the actual problem.
Sorry for seeming so winging, I have actually enjoyed my TelstraClear experience so far (speed wise and reasonable stability), until this month, its just I've been through so many isps since returning to this country, and really thought i had found one that can deliver.

I don't really want credit, i just wanted to see if im not alone :)
credit is useless if there is no service to apply the credit too lol *major scarasm*
I just want my already existing overcarges sorted, (billed twice for the same month) and a stable service

anyway lets hope things get better :)

sbiddle

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#53283 22-Nov-2006 21:08

zar:
Denied all knowledge of the Jville node reaching anywhere near capacity, which was yes expected.

Who has actually told you the node is near capacity or are you just assuming this?

zar

81 posts

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#53338 23-Nov-2006 02:45

http://www.geekzone.co.nz/forums.asp?ForumId=44&TopicId=10310&page_no=3#53228

Ok i did initially misinterpret his post.

But i still stand by my post, in that currently at peak times between say 6pm and 9pm i'm experiencing continuous reboots of the modem, so much the internet is unusable, and randomly during the night which has been happening all month,
Now i don't rarely care what is going on, i just want it fixed period.

I work nights, therefore my days are most peoples nights. I come home from work, and attempt to do my study and this has been impossible for about 2 weeks. I'm falling behind and have 2 assessments due in a week! and yes, im doing online campass study.

Now this is the main reason I am pissed.

UPDATE: had a good chat to a tech tonight and it seems to be isolated to our local street area, hard to diagnose, but i will try to help them isolate the problem. I hate those kind of problems so i do sympthize and apologize for my whinging about this problem which only seems to be affecting my street actually.

lchiu7

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#53347 23-Nov-2006 09:12

In my experience while the CSR might not be that great in solving your problems, if you explain what the problem is, the inconvenience you have experienced and mention some sort of compensation, they can understand that and will often do something for you. For example I have had at least two such considerations in the past few months

1. lost cable modem service for 2 weeks! They refunded me my service charge and gave me an additional month free
2. Complained about poor TV picture (pixellation and image freezing). Even before a tech came out, gave me 2 PPV movies a month for 6 months.

I would have preferred no outage or a good picture but at least they are trying

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