Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


19 posts

Geek


Topic # 57149 4-Feb-2010 09:28
Send private message

We have an outstanding overcharging issue which we first notified TC about six months ago. The amount of the credit they issued was incorrect and over 2 months ago I started trying to get this fixed. Despite repeated attempts contacting TC via the business support line and many promises that this would be escalated and someone would contact me back no one has.

My most recent attempt was yesterday and once again I was assured that my case was escalated to someone "more senior" than previously and I would be contacted. At the time I insisted that someone contact me that day. As with every other time no one contacted me. This is beyond a joke - over two months and repeated promises that someone would contact me I'm still waiting. The call-centre staff are making promises that the business support staff are not honouring.

Our "reasonable-sized" telecommunicaions services contract is due for re-negotiation as it expires at the end of next month however with this pathetic level of customer service it is very doubtful that TC will be offered an invitation to bid.

If the TC forum wishes to contact me directly please see your internal reference T4054139.

Create new topic

xpd

Chief Trash Bandit
8762 posts

Uber Geek
+1 received by user: 1277

Mod Emeritus
Trusted
Lifetime subscriber

  Reply # 295956 4-Feb-2010 09:36
Send private message

You should have an account manager who looks after you if the account is for a business. We do, any issues the standard CSR's cant help with, we ring him and he gets it sorted.




XPD / Gavin / DemiseNZ

 

For Free Games, Geekiness and Reviews, visit :

 

Home Of The Overrated Raccoons

 

Battlenet : XPD#11535    Origin/Steam/Epic/Uplay : xpdnz

 

Sea of Thieves Down Under


fab

155 posts

Master Geek


  Reply # 295959 4-Feb-2010 09:48
Send private message

Ok this isn't totally related, but when I came to the place where I am contracting now, I kept noticing a TC invoice each month. Once I had time I investigated it.

Long story short it seems when this company moved buildings, TC was asked to install two lines. They were terminated on the frame and never used...for ten years!! Yes, a bill every month for two lines, for ten years.

I'm the first to admit there is no fault here at TC but you would think after ten years of not a single call in or out that they might say, "Hey you guys have not used these lines for the past 5 years..." etc.

Ok maybe they don't have systems in place to do this ,but what annoyed me with TC was when I went to cancel the lines - I explained what had happened and they said fine we will cancel but there is a 3-month wait before we can do this. Incredible...

xpd

Chief Trash Bandit
8762 posts

Uber Geek
+1 received by user: 1277

Mod Emeritus
Trusted
Lifetime subscriber

  Reply # 295989 4-Feb-2010 11:16
Send private message

Yeah we had similar issues.... paying for lines etc that havent been used for 2+ years.
Still coming across them tho, and now some on Telecom....




XPD / Gavin / DemiseNZ

 

For Free Games, Geekiness and Reviews, visit :

 

Home Of The Overrated Raccoons

 

Battlenet : XPD#11535    Origin/Steam/Epic/Uplay : xpdnz

 

Sea of Thieves Down Under




19 posts

Geek


  Reply # 295993 4-Feb-2010 11:36
Send private message

We did have an account manager but cancelled all TC services two years ago when we started our current contract with another supplier. Despite a written letter giving sufficient notice to discontinue all existing services as per the agreement in place at that time and two follow-up phones to ensure that it would be done - some were not discontinued.

Unfortunately we are not completely blameless as our accounts people continued to pay TC accounts without getting those payments authorised properly and it wasn't until last year when one of them was on leave that an account ended up on my desk for authorisation. Imagine my suprise and dismay!

I immediately contacted TC and asked that they stop those charges IMMEDIATELY and issue a credit for the overcharges. It took an extra month but they stopped charging but only issued a credit for 2/3rds of the overcharges. 6/7 months later and I'm still waiting to get my first phone call back from someone.

This is a monumental failure on their part and does influence how I feel about TC and when I talk with other people I know on the subject of telecommunications costs I bring this up as a warning if they are considering TC.



19 posts

Geek


  Reply # 296112 4-Feb-2010 16:05
Send private message

I have finally been contacted by a customer support person this afternoon so hopefully we can resolve this issue.

46 posts

Geek


  Reply # 299466 16-Feb-2010 11:57
Send private message

maorry, did this get sorted for you? If not PM me and I'll see if I can talk to the right people.



19 posts

Geek


  Reply # 300073 18-Feb-2010 11:02
Send private message

Thankfully the case was referred to someone in the Auckland office who dealt with the issue quickly and we are now waiting for a refund. Its a pity it took so long for someone to pick up the case because it was sorted within 24 hours.

2273 posts

Uber Geek
+1 received by user: 363

Trusted
Subscriber

  Reply # 302631 27-Feb-2010 00:40
Send private message

Well if you think the business support is bad, try residential.. Took me several weeks to get a $50 credit from them and in the end they managed to made it a debit *sigh*. After it was eventually sorted out I took my line back to Telecom.

On a positive note, I used to have to occasionally deal with their Premium team for work related stuff and they are a lot more responsive and our corporate account manager is on top of things. But I guess that is expected when you're paying well in excess of 50K + per month :|

Interestingly enough we too just found out that we have been paying for no less than 500 DDI's that we're not using and never have... hardly their fault but only 'found' them when working through a separate fault.

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

N4L helping TAKA Trust bridge the digital divide for Lower Hutt students
Posted 18-Jun-2018 13:08


Winners Announced for 2018 CIO Awards
Posted 18-Jun-2018 13:03


Logitech Rally sets new standard for USB-connected video conference cameras
Posted 18-Jun-2018 09:27


Russell Stanners steps down as Vodafone NZ CEO
Posted 12-Jun-2018 09:13


Intergen recognised as 2018 Microsoft Country Partner of the Year for New Zealand
Posted 12-Jun-2018 08:00


Finalists Announced For Microsoft NZ Partner Awards
Posted 6-Jun-2018 15:12


Vocus Group and Vodafone announce joint venture to accelerate fibre innovation
Posted 5-Jun-2018 10:52


Kogan.com to launch Kogan Mobile in New Zealand
Posted 4-Jun-2018 14:34


Enable doubles fibre broadband speeds for its most popular wholesale service in Christchurch
Posted 2-Jun-2018 20:07


All or Nothing: New Zealand All Blacks arrives on Amazon Prime Video
Posted 2-Jun-2018 16:21


Innovation Grant, High Tech Awards and new USA office for Kiwi tech company SwipedOn
Posted 1-Jun-2018 20:54


Commerce Commission warns Apple for misleading consumers about their rights
Posted 30-May-2018 13:15


IBM leads Call for Code to use cloud, data, AI, blockchain for natural disaster relief
Posted 25-May-2018 14:12


New FUJIFILM X-T100 aims to do better job than smartphones
Posted 24-May-2018 20:17


Stuff takes 100% ownership of Stuff Fibre
Posted 24-May-2018 19:41



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.