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18 posts


Topic # 13721 25-May-2007 15:01
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Hi everyone, this is a copy of an email I sent to TCL two days ago for which I have not had a reply yet.

" Your question has been received. You should expect a response from us within 24 hours."

"My customer number is ********. In February of this year I signed up for your phoneline and high-speed internet. After a wait of around four months, a technician came to install these for me. During the installation it was discovered that no line for the phone had been installed.
The internet was set up and a week or so later someone else came regarding the phone line, which they also could not find. After this I was scheduled for a drop bury on 17-5-07 which, as far as I know, never went ahead.
I phoned 0508 887 466 and was told that someone would call me back that afternoon. They did not. The next day I rang back and was informed that the line for the phone had already been installed and they would send a technician to perform the installation for me.
This morning (23-5-07), the technician was here and he informed me that the installation could not go ahead because there is no phone line under the ground.
I am very disappointed with the service I have been receiving from TelstraClear and I would like to know what you will do in order to make up for the way this situation has been handled."

Any suggestions? Communicating by phone and by email seem to have gotten me nowhere and my partner and I are beginning to get very frustrated.

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Uber Geek
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  Reply # 72218 25-May-2007 15:30
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If you have internet VFX. It is a lot cheaper has better services and does not need a phone line. Have a look here

and to give some kind of idea of that you can expect and to ask questions

Media centre PC - Case Silverstone LC16M with 2 X 80mm AcoustiFan DustPROOF, MOBO Gigabyte MA785GT-UD3H, CPU AMD X2 240 under volted, RAM 4 Gig DDR3 1033, HDD 120Gig System/512Gig data, Tuners 2 X Hauppauge HVR-3000, 1 X HVR-2200, Video Palit GT 220, Sound Realtek 886A HD (onboard), Optical LiteOn DH-401S Blue-ray using TotalMedia Theatre Power Corsair VX Series, 450W ATX PSU OS Windows 7 x64

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  Reply # 72278 26-May-2007 10:35
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It's now been 72 hours and I haven't heard from anyone at Telstra regarding my complaint. On Monday I'm going to speak to someone at the Christchurch office and try to get this situation resolved in person.

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Master Geek

  Reply # 72559 28-May-2007 18:52
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They are useless, I am in the same situation as your.

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  Reply # 72567 28-May-2007 19:34
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Sorry to see someone else having the same troubles. I left my contact details with the Christchurch office today and am waiting for a call from a manager. If I haven't heard back within a couple of days I'll take the matter to consumer complaints.

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  Reply # 73808 7-Jun-2007 13:04
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Here is the suggestion,

email :

Steve Jackson is Head of Consumer Sales and

Maggie Robertson is Head of Customer Experience.


Sounds to me like you are having an awful customer experience and steve and maggie are the right people to sort you out especially since you are sending emails to a telecommunications comapny and they are not being replied to!
It's not like they can say ohhh sorry I did not get the email since it's their network.
Try not to be too emotive in your email to them just the facts.

But you can tell em that your not happy and they can do a LOT better!

It'd be nice to have a business thats so busy that you can regulary ignore your customers. sigh!

19 posts


  Reply # 73814 7-Jun-2007 13:17
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I wish this happened to me, I have their cable TV services, and as such have to have their phoneline even though I dont want/use it!

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