Where too from here (unauthorised services transfer

Forums › New Zealand Broadband › Where too from here (unauthorised services transfer

dakie

80 posts

Master Geek

#180709 18-Sep-2015 18:23

So I have been a customer of spark for over 8 years. Moved to a new house 5 years ago and the speeds were poor and tried multiple things to get it resolved over the past 5 years with no luck

Called Vodafone a week ago today to ask them what speeds the would provide, told them if I were to transfer my home phone and broadband to them then I would I would require a tech to go out first and provide information as to what speeds I would get using them and if I were happy then I would give the go ahead to switch the services. I stated this important bit of info 4 times and was guaranteed there would be no changes.

Guess who had all service cut with Spark and a new connection with vodafone setup.

Not happy at all, I imagine now this is going to cost me a lot of extra charges through reconnecting with Spark as well.

This is a filtered page: currently showing replies marked as answers. Click here to see full discussion.

lucky015

743 posts

Ultimate Geek

ID Verified

Trusted

#1390183 19-Sep-2015 12:34

gregmcc:
lucky015:
gregmcc: A nicely written letter explaining that you only asked for information, you did not request to become a customer.

Advise them you won't be paying any of their bills and for them to arrange to have you moved back to your original service provider, any additional charges over and above what you were paying that you will now have to pay you will expect VF to refund to you due to their mistake.

That is a very dangerous road to go down,

The way the system works is services get pulled from a provider not pushed to one as they have an ongoing charge it does not allow for a "here, You take this and pay the charges" scenario which is what that would lead to if it was allowed.

Doing anything other than telling the new service provider to keep the service until it is taken from them is a risky business as their natural reaction is to close the service as they cant do anything else, This means you would be left without a service as it prevents the process above.

Don't you think that the at fault party should bare the costs of making things right?

That would be nice but it would require the entire system to be reworked, In this case it is just as easy for the original provider to grab the new account details from the customer and initiate a transfer back as it was for the new provider, Marginal/No costs incurred and cant be prevented by the other provider in any way than the service being closed/cancelled before it can be transferred.

The reason the system works in this way is to limit a providers ability to do anything to a customer that is not their own while still allowing transfer between providers, Realistically if the OP had not given the first account details there would have been very little the second provider could have done.

gregmcc

2147 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1390191 19-Sep-2015 12:56

lucky015:
gregmcc:
lucky015:
gregmcc: A nicely written letter explaining that you only asked for information, you did not request to become a customer.

Advise them you won't be paying any of their bills and for them to arrange to have you moved back to your original service provider, any additional charges over and above what you were paying that you will now have to pay you will expect VF to refund to you due to their mistake.

That is a very dangerous road to go down,

The way the system works is services get pulled from a provider not pushed to one as they have an ongoing charge it does not allow for a "here, You take this and pay the charges" scenario which is what that would lead to if it was allowed.

Doing anything other than telling the new service provider to keep the service until it is taken from them is a risky business as their natural reaction is to close the service as they cant do anything else, This means you would be left without a service as it prevents the process above.

Don't you think that the at fault party should bare the costs of making things right?

That would be nice but it would require the entire system to be reworked, In this case it is just as easy for the original provider to grab the new account details from the customer and initiate a transfer back as it was for the new provider, Marginal/No costs incurred and cant be prevented by the other provider in any way than the service being closed/cancelled before it can be transferred.

The reason the system works in this way is to limit a providers ability to do anything to a customer that is not their own while still allowing transfer between providers, Realistically if the OP had not given the first account details there would have been very little the second provider could have done.

All I've seen here is lots of self justification as to why the customer was switched, even a statement saying that changing would not improve things and that no actual guarantee level of service can be given (not winning any customers with that)

The right way would have been:- " Hey we will check it out, If we messed up an apology will be issued to the customer, and we will assist in returning them back to their telco and help them out with any additional costs incurred"