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#113623 22-Jan-2013 18:44
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I wish I read this forum before I joined up with Compass, but I have the unfortunate experience of signing up with Compass. I registered with the forum just to share poor service so hopefully no-one else has to go through this experience as well.

I was cold called by Compass over the phone and signed up. Afterwards, I then decided to read reviews on their service and tried to cancel. The sales rep told me there was a seven day cooling off period where the contract could be cancelled without charge, so I cancelled two days later and received email confirmation so I though that would be the end of it.

A week later I lose internet becuase it had been transferred by Compass. But with my account closed I couldn't connect to their service or lay a complaint using their webpage form. After getting someone on the phone I was told that this was a mistake and was promised that my old ISP would be notified to reverse this. Another phone call and three days later still no notification so I started the transfer process back myself. Another week later I got a phone call asking if my account had been closed - repeated the above.

Since then I have been getting invoices for internet and early termination charges. Each time I write back and am told account will be credited, but still get demands for payment each month. After six weeks I lay a complaint with Telecommunications Dispute Resolution, but am told they can't investigate because Compass gave an excuse of having no records of my complaint. Send the emails again to Compass but still have no reply except for a final demand for payment. Posting here seems to be teh only way to get any resolution so here I am - Compass please get back to me. 

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BDFL - Memuneh
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  #749057 22-Jan-2013 19:03
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You have joined the forum just to "expose" poor service, not to seek help?

You read the FUG and understand we do not allow soapbox posts, right?




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  #749067 22-Jan-2013 19:22
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Call compass ask them for a complaint number

 
 
 
 


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  #749156 22-Jan-2013 21:42
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be careful, no 7 day period as the contract was not formed on your property, this is the golden rule of the door to door sales act, inwhich the 7 day period clause lyes. in saying that im sure one of the compass guys can help you out. they have been speady of late.

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  #749158 22-Jan-2013 21:46
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Might be a one post wonder



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Wannabe Geek


  #749221 22-Jan-2013 23:47
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OK, I interpreted the clause about soapboxing as posting an opinion without facts behind it. I jumped in with a rant as that is how I saw previous threads being started, and those threads got a speedy resolution. I'll edit the first post if you want, but this is the help I need. How to get in contact with someone at Compass who can discuss this case with me?

After back and forth emails with customer service no progress has made. I discussed the case with TDR, and submitted a formal complaint to Compass with my case history as advised. I have not had any reply or confirmation of my complaint, but still have demands for payments and threats of legal action coming through. I'm stuck as TDR are not able to help as Compass say they have no formal complaint, but when I submit a formal complaint it is ignored.

@johnr - if you think calling will have a better chance of success than email then I will try that, thanks.

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  #749232 23-Jan-2013 00:15
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You should call and clearly say you want to lodge a complaint and ask for a case number. Only then the complaint is formally lodged.




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  #749246 23-Jan-2013 00:56
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I can't really understand, even in this day and age, using email to communicate in preference or without even trying voice calls in situations like this. It's not like the number is difficult to find.

 
 
 
 


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  #749269 23-Jan-2013 08:31
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Hi,

Brendan - Please DM me your contact number and we will have someone get in touch today to discuss.

Many thanks,

Compass

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  #749714 23-Jan-2013 17:05
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networkn: I can't really understand, even in this day and age, using email to communicate in preference or without even trying voice calls in situations like this. It's not like the number is difficult to find.


Audit trail I would say when calling (unless your going to record your conversations) going back and proving you've made contact is hard.

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  #749730 23-Jan-2013 17:22
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I can understand doing BOTH but not calling seems odd.

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  #749739 23-Jan-2013 17:44
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If you are in Auckland go there and ask to talk to a manager and record the conversation. They are in Newmarket.




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