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Topic # 13153 24-Apr-2007 23:23
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Odd things can happen with billing and it's apparently very, very, very difficult to sort out problems.
*January invoice I complained about charges for local calls. Xnet Response - our fault, we'll fix it.
*February invoice - charged for local calls again. Xnet Response - actually you were on commercial rates -  we've now fixed it - this will not occur again.
*March invoice - charged for local calls again.  Complained again – “You said you had fixed it!”  Xnet Response - automated acknowledgment, we’ll look into it.

I have never requested commercial rates. When I joined WorldXChange Tolls for code access on my PSTN line it was their idea to put me on commercial rates. And obviously I would never use code access for my local PSTN calls.  

A week has gone by since my third complaint about local call charging. My VFX seems to be locked in irretrievably to local call charges.

If I cancel code access on World Xchange Tolls will that solve my VFX local calls problem?

Meanwhile I’ve switched off VFX.  If you need a PAP2T keep watching TradeMe for mine.


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  Reply # 68395 25-Apr-2007 07:42
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All I can do here is apologizes,  you will always hear excuses but thats not good enough and not what customers wish to hear, but I will explain a bit about your particular case,

Jan Issue - This was across the board and effected a few Users we thought this was the problem and fixed it
Feb Issue - This was a couple of a accounts yours included  that  had an issue which we did not pick up in Jan, at the time we did fix it, however some backend processes actually restored the Problem.
Mar Issue - We have picked the issue again up due to your complaint and are trying to work through why the issue as to why it was restored

This is occurring on possibly 2 accounts only out of all the accounts we have, so it's a matter of working through the issue and isolating what backend process that restored the accounting problem, I'm sorry it is very very difficult to find in a complex billing system, now I know this don't solve your problem at present but it will be solved.

Just also to confirm you may have a bill for those local calls but you will be credited for them.


All I can do is say we looked at the issue last month had it fixed but some process has undone the work, we are working to find it before we respond. I'm always sorry to lose customers due to billing mistakes and can only say we are working to resolve it, but your choice as customer, democracy is great thing.

If you have canceled just you please PM with your details or call our help line to make sure we know about it as when we do start charging for the line you may get a bill which we do not wont considering your complaints here.


Regards
Phillip Moore
Operations Manager
WorldxChange Communications




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications



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  Reply # 68398 25-Apr-2007 08:35
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Phil,
Thanks for your rapid response.  Much more helpful than Xnet 'customer service.'
To elaborate on the problem:  As an “old age pensioner” I need to get value for money.
What I wanted:
1. Second local area phone line for use when PSTN line is busy or when someone is expecting an important call.
>>> So far, not practical while local calls are being charged by VFX.  It won’t be economic to pay extra costs in addition to $11.25 per month.

2. Divert PSTN on no answer to VFX with call minder.  Remove PSTN call minder to partially offset VFX $11.25 charge.
>>> So far, not a practical option.  VFX message waiting indication is unreliable.  It is liable to disappear after an hour.  It’s not practical to restrict absence from home to under an hour.  It’s not practical to remember to dial in every time we arrive home to check just in case there are hidden messages.  And what’s the point of paying a monthly fee for a piece of technology if you can’t rely on it to do the job?

3. Cheaper overseas calls.  
Well, yes, but the saving on overseas calls could be cancelled out by 1 & 2 above.  Until there is resolution of those economic stumbling blocks I can't see that I'd get "value for money."

[Shouldn't have said “old age pensioner” – maybe that’s non-PC. Should have said “superannuitant” – or is that also non-PC?]
 

 
 
 
 


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  Reply # 68411 25-Apr-2007 10:34
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crichton: Phil,
Thanks for your rapid response. Much more helpful than Xnet 'customer service.'
To elaborate on the problem: As an “old age pensioner” I need to get value for money.
What I wanted:
1. Second local area phone line for use when PSTN line is busy or when someone is expecting an important call.
>>> So far, not practical while local calls are being charged by VFX. It won’t be economic to pay extra costs in addition to $11.25 per month.

2. Divert PSTN on no answer to VFX with call minder. Remove PSTN call minder to partially offset VFX $11.25 charge.
>>> So far, not a practical option. VFX message waiting indication is unreliable. It is liable to disappear after an hour. It’s not practical to restrict absence from home to under an hour. It’s not practical to remember to dial in every time we arrive home to check just in case there are hidden messages. And what’s the point of paying a monthly fee for a piece of technology if you can’t rely on it to do the job?

3. Cheaper overseas calls.
Well, yes, but the saving on overseas calls could be cancelled out by 1 & 2 above. Until there is resolution of those economic stumbling blocks I can't see that I'd get "value for money."

[Shouldn't have said “old age pensioner” – maybe that’s non-PC. Should have said “superannuitant” – or is that also non-PC?]



1. This is an anomaly and is not the norm, you won't have to pay,  Local Calls are free no Residential Customers pay for their Local calls, your account is the exception to the rule, if theres a billing error it will be credited, but we are working on the issue in your particular case. Also no one has yet to be billed the $11.25 charge for the line rental

2. Message Waiting, This was discussed in this thread as pointed out by yourself and other customers,  we investigated and found the issue and believe it should not be the case anymore, you yourself reported this was all okay and working now, are you saying this is still an issue, what more can I do for you on this ?

http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=12770


Also in defense of the Support people I myself think they do a great job in dealing with most customer issues, but there will be occurances where they may not be able to answer your questions directly to your satisfaction, basically they will just not have the answers, they will raise the problem to a higher level however as occurred and as is occurring in both of the 2 cases reported above, they themselves would not have able to resolve either of those as they need to be looked at my more technical people because both issues were / are complicated.




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

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  Reply # 68413 25-Apr-2007 11:24
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I'd just like to add my 2c worth here as well...

1)  Back in January, Local Calls were invoiced on 2 different VFX accounts that we have.  However, when the Direct Debit was processed, it did not include the amount for the local calls and those have since been credited.  We have not been charged for any local calls since that time.

2)  For the first few months I used the VFX service (starting in November last year), the stutter dial tone was not a reliable indicator of the fact that a voicemail message was waiting.  However, I have the setting enabled which forwards any messages to my e-mail, so that didn't pose any problem.  Recently the stutter dial tone issue has been fixed and since that time, it has always been 100% reliable.

The only extra thing I could wish for with the VFX service is the ability to divert all incoming calls to voicemail at particular times, especially to prevent Americans from dialling my business line in the middle of the night.  At present, I have to remember to turn off the ringer on my phone each night.

Phil has hinted that this feature is in the works and apart from that, I can't think of anything else that could be better with the VFX service.



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  Reply # 68418 25-Apr-2007 12:35
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Phil,

1. No doubt it's some comfort to everyone else that I'm the exception to the rule.  On my part I am eagerly looking forward to receiving invoices without local call charges.

2. Message Waiting:  I did another test last week and it failed. 
Sorry, I didn't bother to report it since you had said: "the frequency of the issue will be greatly reduced but may still occur."   However, since you now advise it's 100% reliable I've switched on my PAPT2 to do some more test calls and I'll report results.

Cheers.








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  Reply # 68434 25-Apr-2007 13:53
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Wednesday 25 April
Test call made at 12:14pm.
Call notify message timed 12:14 email received.
Phone not used until 14:45, picked up handset, NO dial tone stutter.
(Make that 99.9% reliable?)

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  Reply # 68442 25-Apr-2007 15:30
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I will look into it...we know what the issue was I will look at your device config to see if yours is still effected




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications



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  Reply # 70197 10-May-2007 17:15
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"...I will look at your device config to see if yours is still effected."

Two weeks passed by.  Any results?

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  Reply # 70200 10-May-2007 17:17
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No I did not see your device have any issues and I have been checking on a random basis




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

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  Reply # 70395 11-May-2007 17:12
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Still checking and see no issue, you haven't posted that there is still an issue, also have not had anyone else post this problem so unless you have some more info for me to check Cricton...I will presume the issue is okay




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

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