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228 posts

Master Geek
+1 received by user: 40


Topic # 55008 23-Dec-2009 08:15
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Good on ya TCL , you suck as bad as Telecom!

I had PDQ Max (clearnet) and enjoyed the service, but when I saw the new Homeplan scheme come through I applied and was promised a connection date of December 2nd.

I too received the gracious latter stating that due to popular demand they could not convert on that date and that it would be done late January and when done, I'd be notified by mail.

Yesterday at 1pm my internet connection died. After visiting TCL's service page via my Mobile Phone it showed there were issues in Christchurch so presumed it was applicable.

At about 3.30pm I called TCL and was advised that my new Homeplan was being migrated and accordingly it would be up and running sometime in the next few hours.

Incredibly frustrating given the time of year and the lack of any warning.

Come 5pm, nothing, and called back and spoke with a tech who advised me that the migration was progressing and it could take between 24 and 48 hours to complete. After letting him know of my frustrations I was put through, at my request, to a team leader of customer services, who also advised me there was nothing that could be done, I'd just have to wait.

The only person who seemed to know what he was talking about was the original person who I spoke to as around 6.30pm last night I got back my internet, after changing my log in details which needed to be done once you connect over. I didn't get much of a chance last night to test things but this morning I noticed that things were pretty slow, so off to speedtest.net to confirm what I suspected:

.29MB/s down .08Mb/s up - simply superb speeds - NOT

So after a phone call I find they set me up on 'Launch' not what I signed up for. https://cdn.geekzone.co.nz/imagessubs/blog0c45ae19c267be3c1e82a6bda4c6fdb6.jpg

I haven't contacted TCL as yet this morning; their website reports that there are no known issues so therefore can only presume that my migration to a 'better' product has been the cause of my reduction in speed. (will re-test later on)

My gripes with this are as follows:

Your staff are not informed!
Your web site has no information on setting up the New Home service (which is different from your PDQ)


You set me up on the wrong package

At no point in any of the communications from Telstra was there:

an indication that internet services would be lost during migration
a suggestion that a change in the login procedure would need to be done i the ADSL router to access the new service
a suggestion that a reduction in speed may occur
a suggestion that the migration date had been brought forward

From all accounts they advised me in the postponement letter that they would advise me by mail when the migration had occured. This means that the average Joe Blogs would have to wait the designated time for the migration to occur, wait for the letter to arrive to hopefully be told that they need to change their login details in their ADSL router.

Your communication skills are second to none Telstra, and your migration of me from your PDQ Max to your new Home Service is nothing short of substandard! If any of my employees were as incompetent as the person who designed this whole migration thing they'd be looking for a new job!





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228 posts

Master Geek
+1 received by user: 40


  Reply # 284777 23-Dec-2009 09:22
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Update:

Following a discussion now with a Tech from Telstra a 'side- effect' of transferring from PDQ to the new Home Plan is a s follows:

They disconnect your existing Account with no warning
Your new account is then Activated, but in the 'Default low speed Launch Mode' anytime up to 48 hours after your previous account was disconnected
The faster plan is then queued to be assigned to your new account up to 48 hours after your lowspeed Launch Mode was activated.

Is this fair and reasonable or am I being justifiably really pissed at Telstra Clear?

367 posts

Ultimate Geek
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  Reply # 284782 23-Dec-2009 10:04
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cjmchch: Update:

Following a discussion now with a Tech from Telstra a 'side- effect' of transferring from PDQ to the new Home Plan is a s follows:

They disconnect your existing Account with no warning
Your new account is then Activated, but in the 'Default low speed Launch Mode' anytime up to 48 hours after your previous account was disconnected
The faster plan is then queued to be assigned to your new account up to 48 hours after your lowspeed Launch Mode was activated.

Is this fair and reasonable or am I being justifiably really pissed at Telstra Clear?


Sounds Mickey Mouse to me.

 
 
 
 


4154 posts

Uber Geek
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  Reply # 284802 23-Dec-2009 11:34
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It is unfair and unreasonable for any company to treat their customers that way.

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Geek


  Reply # 284822 23-Dec-2009 12:11

IMHO - this is where most companies fail.

They simply are not equipped to communicate efficently with customers (i.e. keep them informed). They also tend to have antiquated processes and systems which make no sense in todays world and severly limits/decreases a positive customer experience.

The sad thing is that at the end of the day - they are all the same. It really comes down to the person you deal with who may know how to speed things up or bypass red tape.

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  Reply # 284864 23-Dec-2009 16:42
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What a retarded process.


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Ultimate Geek
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  Reply # 284877 23-Dec-2009 17:34
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Wow..I had the exact same problems.. Took them from Friday till Tuesday to fix things for me.. No-one seemed to have much of a clue..

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Uber Geek
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  Reply # 285037 24-Dec-2009 19:25
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They better not be having these issues when i'm finally switched over in january.

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Wannabe Geek


Reply # 286646 3-Jan-2010 12:40
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Had the same problem with my transfer of plans so i rang TC support and they explained things. I left the tech with a reccomendation that in future if something like this is going to happen that TC should Warn/Email or call the customer involved and explain the process.

45 posts

Geek


  Reply # 287282 5-Jan-2010 22:16
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all ISP's have this issue, they all suck at customer service.

it's just a question of how much they suck.

562 posts

Ultimate Geek
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  Reply # 288393 9-Jan-2010 11:19
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TCLs poor support is just below Vodafone. Both their billing depts are even worse.

I had a TCL door knocker this morning and I let him know :)

241 posts

Master Geek
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  Reply # 288420 9-Jan-2010 12:47
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Am still waiting (since the 7th of Dec) for my upgrade if we are cut off for even a few hours in the school holidays i'm gonna have much grumpier kids, i dont think i will go home till it is back on.
If it wasnt for using the same accounts at work and home and long time paradise mail accounts i would go back to telecom who seem much friendlier these days.

Might have to hide the t stick a friend sent me.

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