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Topic # 160280 31-Dec-2014 13:50
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Hi, i have an old Telstraclear tv decoder and it has crapped out but not one can come out till Saturday (Vodafone).
This is not acceptable.
Any help from anyone would be greatly appreciated.
Cheers
Duncan.
Wellington

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  Reply # 1206454 31-Dec-2014 13:51
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Considering Tomorow and Friday are public holidays and assuming you only reported the fault today I would say Saturday is a decent turn around for a tech visit.





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  Reply # 1206466 31-Dec-2014 13:54
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I know what you mean but it was reported yesterday and surely a 10 minute visit to replace the decoder today shouldn't be in the "too hard basket"
Also how many people have to work on a public holiday?
Mcdonalds, countdown, gas stations...the list goes on.
You are paying for a service and regardless of a public holiday if you have no tv service something should be done.
If your internet went down tomorrow would you be happy to wait for 3 days for the service could be resumed?
I don't accept your public holiday argument.

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  Reply # 1206515 31-Dec-2014 14:30
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Just dropped off some stuff to Trash Palace in Porirua today and they had a pallet load of the old TelstraClear decoders.  You could try them for a temporary solution.



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  Reply # 1206517 31-Dec-2014 14:32
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Thanks for that.
Duncan

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  Reply # 1206518 31-Dec-2014 14:35
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Dunky33: I know what you mean but it was reported yesterday and surely a 10 minute visit to replace the decoder today shouldn't be in the "too hard basket"
Also how many people have to work on a public holiday?
Mcdonalds, countdown, gas stations...the list goes on.
You are paying for a service and regardless of a public holiday if you have no tv service something should be done.
If your internet went down tomorrow would you be happy to wait for 3 days for the service could be resumed?
I don't accept your public holiday argument.

Also remember there are less technicians on at this time of year, as I daresay a lot of them are on holiday. They have slots that get filled every day; you were probably assigned the first available slot.

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  Reply # 1206526 31-Dec-2014 14:50
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Dunky33: I don't accept your public holiday argument.


thats fine don't accept it but it is the nature of this time of the year and those companies have decided to have minimal staffing on.

Also your whole 10minute easy job, yea it probably is easy, but your probably at the bottom of the queue so hence you have to wait till saturday.

Is it really the end of the world having no tv for 3 days, not really

You need to set your expectations a little lower

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  Reply # 1206535 31-Dec-2014 15:14
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Dunky33:
If your internet went down tomorrow would you be happy to wait for 3 days for the service could be resumed?


On a residential broadband connection with no SLA? Yes. If they're not your expectations, I really hope you internet never goes down.

You may choose to ignore public holidays, change freezes and the fact most of NZ likes to have a holiday at this time of year, but they're the real world realities of our country.

Considering the fact it's a holiday I think you've had great service, 3 working days to get a technician visit (even without the holiday) is fairly typical.




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  Reply # 1206538 31-Dec-2014 15:29
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Dunky33: I know what you mean but it was reported yesterday and surely a 10 minute visit to replace the decoder today shouldn't be in the "too hard basket"


How do you know it's an issue with the Decoder? It could be a cabling Issue, Faulty Joint, Low Power or one of many other elements of the network outside of the decoder itself.

Techs are booked in 30-60mins slots IIRC to account for this. If it is just a change of the Decoder, Great the tech is less rushed for the day and can get to the next job sooner.
If they were to turn up 'for a 10minute visit' and found it was something more difficult, would you be happy with the tech leaving after the 10 minutes and coming back at another time? 

TV IMO is not critical enough to interupt someones holiday to come and fix asap. The few on-call Cable techs I imagine would be reserved for Medical Escalation & Business Critical Faults.
If I was in your position I'd simply be asking Vodafone for a refund for the TV portion of your bill for the days you've been without and go find something else to kill my time with.  

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  Reply # 1206576 31-Dec-2014 16:57
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sbiddle:
Dunky33:
If your internet went down tomorrow would you be happy to wait for 3 days for the service could be resumed?


On a residential broadband connection with no SLA? Yes. If they're not your expectations, I really hope you internet never goes down.

You may choose to ignore public holidays, change freezes and the fact most of NZ likes to have a holiday at this time of year, but they're the real world realities of our country.

Considering the fact it's a holiday I think you've had great service, 3 working days to get a technician visit (even without the holiday) is fairly typical.

sbiddle also makes a good point - if you want the type of SLA where your fault is fixed within 24 hours (or you are compensated due to loss of service), expect to pay a premium for this type of service.

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