[TelstraClear] TCL Customer Sevice

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] TCL Customer Sevice

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325 posts

Ultimate Geek

#430157 23-Jan-2011 12:11

I mentioned the commerce commission in an email to them last week, their response is below. Lets see if the money is refunded on time as promised.
Why it would take a week to credit my account with banking these days I have no idea, but at this stage I will take it and be done with them.

------------------------

Hello Nigel,

Thank you for your email.

I sincerely apologise for the recent poor experiences you have had from TelstraClear customer services and the incorrect billing.
Your refund of $290.29 has been processed and the money should be in your bank account by Thursday, January 27th.

If you have any further queries or to update this response please visit ?My Stuff? within the Online Help section at https://telstraclear.custhelp.com/app/answers/list

If the query is regarding an urgent fault issue please contact us on 0508 888 800 for Residential customers, 0508 555 500 for Business customers. At the voice prompts please ask for "technical assistance".

Kind regards,
Karen Hardie
TelstraClear Customer Care

-------------------------

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TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#430470 24-Jan-2011 10:33

Hi Guys, we are working hard to sort these issues and we are very aware. We do listen to you and your voice is listened to at the most highest levels.
Please follow us on Twitter and Facebook too - if you have an issue, let us know and we'll endeavor to rectify it.
Thanks
Tim.

kendog

325 posts

Ultimate Geek

#430488 24-Jan-2011 11:10

TelstraClear: Hi Guys, we are working hard to sort these issues and we are very aware. We do listen to you and your voice is listened to at the most highest levels.
Please follow us on Twitter and Facebook too - if you have an issue, let us know and we'll endeavor to rectify it.
Thanks
Tim.

I am not on Facebook and don't use Twitter.
Why should I need to use these channels when your company provides a call centre to act on customer requests?

Jamms

22 posts

Geek

#430502 24-Jan-2011 12:02

Tim, the twitter link in your signature doesn't even work!

blakamin

4431 posts

Uber Geek
Inactive user

#430521 24-Jan-2011 12:25

Jamms: Tim, the twitter link in your signature doesn't even work!

Works for me

Jamms

22 posts

Geek

#430530 24-Jan-2011 12:36

Has been changed, they had a slash where a dot should have been

http://www/twitter.com/telstraclearnz

quickymart

13626 posts

Uber Geek

ID Verified

#430796 24-Jan-2011 23:10

TelstraClear: Hi Guys, we are working hard to sort these issues...

Sorry to be a cynic, but I heard that years ago, too :(

http://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=3577542

(old article, I know, but IMO some of the issues raised then are still present today)

Outsourcing customer services calls to Manila probably won't help much either, I think.

pctek

807 posts

Ultimate Geek
Inactive user

#431054 25-Jan-2011 15:13

TelstraClear: Hi Guys, we are working hard to sort these issues and we are very aware. We do listen to you and your voice is listened to at the most highest levels.

Funny, while I was working there, no-one was paying attention except when some news media was getting involved.
Repeated comments to lower management from staff went unnoticed, I doubt senior management even knows.
Lets see the CEO comment.

kendog

325 posts

Ultimate Geek

#431597 26-Jan-2011 22:25

A good update.
The refund has been credited to my account.

Hopefully they wont debit me for February.

D1023319

524 posts

Ultimate Geek

ID Verified

#431782 27-Jan-2011 12:27

For what is is worth, I have been a Saturn / TCL customer since mid 90's and have never had an issue. - I sub to triple home service.

Even the online chat help desk was quick last night - only a few minutes wait to get help.

Spanners123

11 posts

Geek

#433351 31-Jan-2011 19:14

We waited 3 weeks for the phone to be connected... one mistake after another.
Then when connected no broadband.. was advised would be by XX time today etc... 4 ph calls later we're told the order had never been run and there was no BB connection scheduled.

Finally got it connected - a massive 0.8MB/s. Middle of Auckland City in a newish apt building

Complete and utter imcompetance from Manila.. if you someone fluke a Kiwi on the line, then you get somewhere maybe

I know why Emo's cut themselves now.. they're with Telstra...

Jamms

22 posts

Geek

#433354 31-Jan-2011 19:25

They've ignored my requests to cancel the Rialto channel for months now, It's a list of sales droids, helpdesk, their supervisors and the online support people who have all ignored my request. I'm taking it to the commerce commission now as I've been ignored by too many different people for it to be a coincidence.

Why is it that you can get another expensive channel added on in minutes, but canceling one takes months of hounding?

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#433749 1-Feb-2011 16:08

Hi Jamms, please dm me online.marketing@telstraclear.co.nz and I'll get one of the inhome guys to sort this channel out for you.
Thanks
Tim.

Skolink

1081 posts

Uber Geek

#433767 1-Feb-2011 16:30

Another 'amusing' story regarding getting your TC phone line and BB disconnected. My workmate shifted into a flat mid December and got signed up after not too much delay. When they came back from Christmas holidays mid Jan the phone and BB had been disconnected. Turns out they had only just actioned the previous tennants disconnection. A technician had to come out and physically reconnect the lines again. I'm glad to say though, I personally haven't had such issues in 8 years with TC (other than the 1hour helpline wait).

Jamms

22 posts

Geek

#434335 2-Feb-2011 16:08

Thanks for your offer Tim but I emailed that address when I got the bill a week ago in reply to the thread from December. Got no reply.

One of the inhome team PM'd me and I forwarded him all my correspondence, He said it should all be sorted and at least the Rialto channel is finally turned off.

It's still seems madness to me that the only way to get problems sorted is to air your dirty laundry publicly on here, on facebook or twitter. Surely that's the last thing the company would want.

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