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4 posts

Wannabe Geek


Topic # 82585 2-May-2011 19:44
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I did, and they are denying it was ever available now :( I need help to sort this out.

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Master Geek
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  Reply # 464706 2-May-2011 23:21
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I found a Stuff article saying they were setting up divert services but nothing about price. You might want to check through their Twitter feed.

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Uber Geek
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  Reply # 464710 2-May-2011 23:28
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Do you mean this?

http://www.telstraclear.co.nz/company-info/media-release-template.cfm?newsid=394


If you look at their other media releases, there are several mentions of free landline to mobile divertions.

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Master Geek
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  Reply # 464757 3-May-2011 09:37
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Yes we had them diverting all our office calls  to a cellphone

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Ultimate Geek
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  Reply # 464764 3-May-2011 09:52
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Hi Jim, again please email me online.marketing@telstraclear.co.nz with the nature of your complaint and I can have the team look into this for you,
Tim.

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  Reply # 464798 3-May-2011 11:22
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latasha: I did, and they are denying it was ever available now :( I need help to sort this out.


Don't you just love the way call centre staff are adamant they are right even when they are soooo wrong.

Reminds me a lot of computer geeks Tongue out

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Geek


  Reply # 464845 3-May-2011 13:03
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It's a bit unclear as to what bits of the divert are free. Call diversions are usually comprised of a fee for initially diverting the call and then whatever the per minute price for the call is on top of that.

So was the "free" bit just the initial diversion fee maybe and you're trying to get a credit for the entire call cost? Just a thought.



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Wannabe Geek


  Reply # 464854 3-May-2011 13:15
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It was made clear to me that the service would be free for  period of time after the earthquake as alot of people including my family were unable to live at home and phone service was not working anyway.
I spent hours on the phone last night and tried to get them to listen to the recorded phone call, the two people i dealt with were horrible and would not pass me on to a supervisor or manager and just stopped taking my calls. They out right denied that Telstra offered any such service and were so rude i could not believe it. I managed to get a reasonable person today on the phone who sorted it all out in under 5 minutes! I am going to lay formal complaints against the two people i talked to last night, They caused me a lot of unnecessary stress and tried to confuse me. I almost pulled all my business and home services from Telstra because of it. On top of it being a free service following the quake, i had also been trying to get the service removed for the last month as i have been unable to call home when i am out, Each time it was not removed so either way i was being charged for a service that 1) should have been free as promised 2) should have been removed a month ago. I can afford to pay it and have never not paid my bill but that is not the point. It was an error from their side and no one was being helpful, just horribly nasty

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Ultimate Geek
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TelstraClear

  Reply # 464884 3-May-2011 14:19
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Hi Latasha,
I'm so sorry for the stress this experience has caused you, can you please email me:

online.marketing@telstraclear.co.nz

So we can look into this matter for you and have some resolution.

Thanks
Tim.

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  Reply # 464886 3-May-2011 14:30
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I'd contact The Herald, i'm sure they'd be interested.

I'm sure TC will get it fixed for you since you're going public on here, but this is shocking behavior from the company. A bit of publicity might encourage them to be a bit more honest in future.




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4 posts

Wannabe Geek


  Reply # 465154 4-May-2011 09:41
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Yes you're right.. It is a shame that in order to receive honest service you need to kick  up a public stink. I am laying formal complaints against the two staff members i spoke to. Probably wont mean a thing tho as i guess they outsource to a foreign country

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Ultimate Geek
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  Reply # 465167 4-May-2011 09:59
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To remove mine all it took as entering #23 into the phone. I had the divert (home Telstra phone/cable box was buried under liquefaction). I think I saw some cell charges on the bill when I got it but tbh was just a few dollars so i moved on. At the time getting the calls was more important than what they cost. My vodafone cell bill made me cry.

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