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9 posts

Wannabe Geek


Topic # 86232 4-Jul-2011 12:08
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Hi all,

Out of complete frustration I thought I would post here to share my experience with what has to be the most unorganised company I have ever dealt with, maybe someone has some suggestions?

I have lived in several countries around the world and dealt with a multitude of organisations, but I have to say I never have experienced dealing with a company as bad as this in my lifetime!

After the Chch quake we lost services from TC, as our house was unliveable we had no choice but to move, I will summarise below so not to make this post too long-

-In Feb/March my partner called TC customer service to advise we wanted to be dissconnected- she was told that was no problem, was given a final bill amount to pay up to the dissconnection date and promptly paid this.
She was advised that we may recieve another bill next month due to a disconnections delay, but to ignore it and just call up to have the bill cancelled.

-Said bill arrived, I called TC on their NZ earthquake line, explained the situation above and was told that was no problem, all was taken care of, disregard the bill and have a nice day. Easy or so I thought....

-Received another bill shortly after with an overdue amount... by this stage the NZ earthquake line had been dropped so called their freephone number. After approx a 20+min waiting time the call was answered by someone in their foriegn call centre- spent I would guess another 30mins going over and over and over trying to explain that we were disconnected and that the recent bill should be cancelled as above. The CSR did not understand what I was saying to her but said she would get someone to call me back...

-No one called back...

-Called the freephone number again, long wait to to the foriegn call centre, spent again a long time trying to explain the situation, was then transferred to a 'team leader' in the same call centre, had to explain the whole situation AGAIN. They didn't understand either so gave up.

-Called again and went through the above again, eventually gave up and asked to be transferred to someone in NZ. Finally they put me through to someone here- was told that again I should ignore the bill and that it was all taken care of...

-Received another bill- repeat above steps with long wait times and explainations to the foriegn CSR etc etc with no luck, they would not transfer me to NZ.

-Decided to call TC's business number in the hope of speaking to someone in NZ, this worked and after explaining the whole situation AGAIN, was told  someone would call me back...

-No one called back....

-Called TC's business number again, long wait being transferred around, actually spoke to someone who was helpful, was advised to ignore the bill, the outstanding amount had been creditied back and was assured that it was all taken care of...

-Received another bill, called and got foriegn call centre (I dont know why I bothered), waste of time again, so called the their business number- after being transferred around spoke to someone who told me there was an outstanding amount to be paid- explained the whole situation AGAIN but was still told there was an outstanding amount (????) but they would credit this back as a goodwill gesture and I would receive a call back to confirm this had been done...

-No one called back...

-I called again to confrim this, had to explain the whole situation AGAIN etc etc, was told it would be taken care of and I would get a call back..

-YAY someone called me back to say the account had been resolved etc, however I had to send the cable modem back to them (no one had ever mentioned this and there are notes on their system to say we had returned it anyway?). No problem I tell the person, send me a courier bag and I'll send the modem back. Was told someone would call me to confirm the new address details (even though they already have this and had been sending their bills to the new address).

-Missed the call from the TC person whom was to send the courier bag, however called back the NZ number they left, got some random person and had to explain the whole situation AGAIN, asked to speak to the person that left the voicemail- but the woman transferred me to the foreign call center (repeat several of the steps listed above AGAIN) but eventually the foriegn CSR promised she had recorded my correct address details...

-Courier bag never arrived...

-Received another bill, this time with a large amount on it. Called the business number and asked to speak to the last NZ TC staff member I spoke with, the person could not transfer me but promised this person would call me back...

-No call back...

-Called again, asked to talk to the same CSR that didn't call back, was asked why- explained the WHOLE situation AGAIN. This person then told me that there was actually an outstanding amount on our account and that I owed them for the cable modem I hadn't returned WTF!!!! Remembering I had been told-
1- There was no outstanding amount.
2- There was an outstanding amount but they had credtited it back as a goodwill gesture.
3-They originally didn't ask for the cable modem to be returned and had marked it off our account.
4- When I told them I still had the moden I agreed to send it back but they obviously didn't change my address or didn't bother to send the courier bag out.

-I have requested another call back from the previous CSR again....and wait in hope


Sorry for the long post but believe it or not the above is the short version, add in a few more calls, being cut off a few times etc!  Any suggestions anyone?

Dealing with the aftermath of the earthquake was hard enough personally for us, but it doesn't for us compare to trying to deal with TC's ineptitude and the hours wasted trying to get this resolved.

In the meantime I will continue to try and convert friends and family away from TC, so far I have helped move a few people off their residential services and hope to move at least a couple of their business customers off them and will continue to convert as many away as possible. I realise this will make no difference to TC really in the big scheme of things, but at least it makes me feel a little bit better personally!

Thanks for reading this and if you have any ideas on how I can actually get our account sorted (a contact in TC that knows what they’re doing and won't false promise etc) that would be much appreciated.

Thanks for reading

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190 posts

Master Geek
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  Reply # 489109 4-Jul-2011 12:14
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cpwash:

In the meantime I will continue to try and convert friends and family away from TC, so far I have helped move a few people off their residential services and hope to move at least a couple of their business customers off them and will continue to convert as many away as possible. I realise this will make no difference to TC really in the big scheme of things, but at least it makes me feel a little bit better personally!



Your rant was a good read untill this part... Sounds like a Jehovah Witness,
I will convert everyone and will feel better about it!





9 posts

Wannabe Geek


  Reply # 489115 4-Jul-2011 12:20
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Hmmm, yes sorry about that paragraph, no I'm not religeous by the way! Maybe you could forgive that bit as I did refrain from using profanities to explain how I feel about TC at the moment ;)

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Ultimate Geek
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  Reply # 489121 4-Jul-2011 12:33
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Hi please email me your old Account number and best contact number to tim.newman@telstraclear.co.nz
and I will have a specialist to sort this for you, sincere apolgies for any stress we may have caused you,
Regards
Tim.

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Uber Geek
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  Reply # 489145 4-Jul-2011 13:09
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Emails to CEOs and lawsuits tend to get companies attention. TC is renowned for their poor customer service, but this one takes the cake.




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9 posts

Wannabe Geek


  Reply # 489162 4-Jul-2011 13:32
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timmmay: Emails to CEOs and lawsuits tend to get companies attention. TC is renowned for their poor customer service, but this one takes the cake.


I did spend some time trying to track down someone higher up in TC that I could contact, however there seems to be a 'cone of silence' there and enevitably all calls lead back to their overseas call centre.

Sounds like a great place to work, you can tell the customer what they want to hear to get them off the phone, not action their requests, all safe in the knowledge the customer will never be able to contact you personally again!

I have emailed Tim above my details so with any luck maybe I can finally get this saga resolved.

190 posts

Master Geek
Inactive user


  Reply # 489169 4-Jul-2011 13:52
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cpwash: Hmmm, yes sorry about that paragraph, no I'm not religeous by the way! Maybe you could forgive that bit as I did refrain from using profanities to explain how I feel about TC at the moment ;)


Fair enough!

it was just as soon as i saw that i cracked up laughing.



9 posts

Wannabe Geek


  Reply # 489186 4-Jul-2011 14:27
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Morph:
cpwash: Hmmm, yes sorry about that paragraph, no I'm not religeous by the way! Maybe you could forgive that bit as I did refrain from using profanities to explain how I feel about TC at the moment ;)


Fair enough!

it was just as soon as i saw that i cracked up laughing.


..being not religeous, I still pray that I can get this resolved though Tongue out


Well I emailed Tim, and just received a call from a TC rep, have been advised the issue should now be sorted (cross fingers), so a tentative thank you for doing that.

Must say though, as much as I appreciate the apparent resolution now, it is still far beyond me how this was not sorted properly in one of the dozen or so calls I made over the many months, I wouldn't tolerate this level of performance from any of my staff. My bad I guess for not doing enough research on ISP's before choosing one.



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Uber Geek
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  Reply # 489284 4-Jul-2011 17:53
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Morph:
cpwash:

In the meantime I will continue to try and convert friends and family away from TC, so far I have helped move a few people off their residential services and hope to move at least a couple of their business customers off them and will continue to convert as many away as possible. I realise this will make no difference to TC really in the big scheme of things, but at least it makes me feel a little bit better personally!



Your rant was a good read untill this part... Sounds like a Jehovah Witness,
I will convert everyone and will feel better about it!



Yep, I freely do that all the time and don't feel bad about it at all. This story doesn't surprise me in the slightest...same situation as when I last worked there back in 2005, although Customer Service was slightly better then, as it was all in NZ.

65 posts

Master Geek


  Reply # 489293 4-Jul-2011 18:11
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I'm just surprised the nz based people you spoke to didn't resolve the issue.

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  Reply # 489302 4-Jul-2011 18:42
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cpwash:
Must say though, as much as I appreciate the apparent resolution now, it is still far beyond me how this was not sorted properly in one of the dozen or so calls I made over the many months, I wouldn't tolerate this level of performance from any of my staff. My bad I guess for not doing enough research on ISP's before choosing one.



The thing is though that providing you DON'T need support TC's internet packages are very good. Especially if you are covered by their cable service.







Media centre PC - Case Silverstone LC16M with 2 X 80mm AcoustiFan DustPROOF, MOBO Gigabyte MA785GT-UD3H, CPU AMD X2 240 under volted, RAM 4 Gig DDR3 1033, HDD 120Gig System/512Gig data, Tuners 2 X Hauppauge HVR-3000, 1 X HVR-2200, Video Palit GT 220, Sound Realtek 886A HD (onboard), Optical LiteOn DH-401S Blue-ray using TotalMedia Theatre Power Corsair VX Series, 450W ATX PSU OS Windows 7 x64



9 posts

Wannabe Geek


  Reply # 489318 4-Jul-2011 19:17
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@quickymart-  I can only imagine what it must be like working for a company that cannot organise itself to perform even basic service to customers, what a disheartening environment, I feel sorry for you!

@GH33-  As am I, apart from a couple of them sounding uninterested, the others 'sounded' helpful and knowledgeable like in my conversation today, however for some reason failed to actually resolve the problem.

@Nety-  Very true and I agree, for myself personally though the nightmare that entails if you do need support far outweighs any benfits TC might offer, so I would never use them again or recommend them to any future or current customers.

I partially blame myself for not doing proper research into NZ ISP's before joining TC, had I seen all the negative remarks about their quality of service I would have more than likely gone with a different provider.
Even 'bad' ISP's I've dealt with overseas are a million times easier to deal with than TC, and some of them have been shocking!

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Uber Geek
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  Reply # 489405 4-Jul-2011 22:07
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cpwash: @quickymart-  I can only imagine what it must be like working for a company that cannot organise itself to perform even basic service to customers, what a disheartening environment, I feel sorry for you!

Thank you, that's one of the reasons why I left there in 2005 :)
Hope you get your problem sorted out, the whole debacle sounds quite ridiculous really.

830 posts

Ultimate Geek
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  Reply # 489708 5-Jul-2011 16:23
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Have recently had an email from TelstraClear inviting us to vote them as the best ISP again this year. I have not voted.

How many of us are going to do that after reading this? Perhaps some here would vote if they had the option of voting them as the worst ISP this year.



9 posts

Wannabe Geek


  Reply # 489742 5-Jul-2011 17:33
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geek4me: Have recently had an email from TelstraClear inviting us to vote them as the best ISP again this year. I have not voted.

How many of us are going to do that after reading this? Perhaps some here would vote if they had the option of voting them as the worst ISP this year.


Who organises the voting would you know, is it done through TUANZ? Is there a link someone could provide to a voting page etc? (No I won't be voting TelstraClear if your wondering!)

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Uber Geek
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  Reply # 489897 6-Jul-2011 06:31
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geek4me: Have recently had an email from TelstraClear inviting us to vote them as the best ISP again this year. I have not voted.

How many of us are going to do that after reading this? Perhaps some here would vote if they had the option of voting them as the worst ISP this year.


Personally I have always thought this survey is highly flawed. As mentioned it only gives the ability to vote for your favourite ISP. It is not really giving a true representation as it does not take into account customers that are not happy with the ISP, there is no way to vote against a ISP only for. Of course you can only vote for your own ISP as unless you have been with a different ISP in the past as you have no comparison.
The way it is set up gives the big players a advantage. The ISP's with the most customers are going to take it out simply because even if they have a relatively hight number of unhappy customers shear weight of numbers will put them at the top.







Media centre PC - Case Silverstone LC16M with 2 X 80mm AcoustiFan DustPROOF, MOBO Gigabyte MA785GT-UD3H, CPU AMD X2 240 under volted, RAM 4 Gig DDR3 1033, HDD 120Gig System/512Gig data, Tuners 2 X Hauppauge HVR-3000, 1 X HVR-2200, Video Palit GT 220, Sound Realtek 886A HD (onboard), Optical LiteOn DH-401S Blue-ray using TotalMedia Theatre Power Corsair VX Series, 450W ATX PSU OS Windows 7 x64

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