So what happens when you complain to the TDR?

Forums › New Zealand Broadband › So what happens when you complain to the TDR?

richms

29098 posts

Uber Geek
+1 received by user: 10208

Trusted

Lifetime subscriber

#27084 13-Oct-2008 21:48

Put a complaint in after not having a resolution to my low speeds on slingshot, but what will actually happen as a result?

Has anyone else done the same and what did you end up having happen?

Richard rich.ms

Detruire

1788 posts

Uber Geek
+1 received by user: 84

#170978 13-Oct-2008 22:18

How long ago did you report the fault with Slingshot?

rm *

richms

29098 posts

Uber Geek
+1 received by user: 10208

Trusted

Lifetime subscriber

#170979 13-Oct-2008 22:21

First got the runnaround on their helpdesk about a month ago give or take. If the TDR say the 6 weeks thing then it just proves it a total farce IMO, but when I emailed to ask they said that it was a case by case thing so I have hope that something will happen. Im just not looking foward to trying to find another ISP if SS dont pull finger and get it working as it should since it will mean downtime and costing more since most make you buy an archaic landline.

Richard rich.ms

Detruire

1788 posts

Uber Geek
+1 received by user: 84

#170984 13-Oct-2008 22:40

A month is definitely enough to sort this issue. The guy who used to run the network says he believes it to be a relatively easy fix (and not take weeks), so they have had ample time to fix the issue.

BTW: if they happen to ask for another person with the issue, PM me.

rm *

richms

29098 posts

Uber Geek
+1 received by user: 10208

Trusted

Lifetime subscriber

#170986 13-Oct-2008 22:47

Why not enter a complaint youself?

The more they get the better I would have thought?

I did put the urls of the threads here and on SS forums with problems.

Richard rich.ms

Detruire

1788 posts

Uber Geek
+1 received by user: 84

#170987 13-Oct-2008 22:53

I'd rather try their internet complaints methods before going to the TDR (since I've got a feeling they'll be like the ISPs in shrugging complaints off)

rm *

b0rg

95 posts

Master Geek
+1 received by user: 8

#173226 24-Oct-2008 00:09

If you lodge a complaint with the TDR, you need to make sure you have made ample attempts to get it resolved- ie: a call to lodge a complaint with Slingshot so they are aware of it, following any troubleshooting tips they ask you to complete, as most faults are resolved in the customer-end troubleshooting. Trust me, you DON'T want them booking a tech out to investigate and have him then show you that it's your cable or filter that's faulty, and charging you the $80-$100 call out fee for wasting his time.

Once that's done, you follow up or wait for them to follow up, and if there's still no result after a few weeks of these being done, lay a formal complaint with the ISP (ie: a manager).

If the ISP refuses to help you after this, that's what the TDR is for.

I've had to deal with customers who moved house, didn't notify us, then had massive toll charges when family moved in and used the phone to call satellite phones in Samoa. We sent them a bill, they refused to pay, we Baycorped them, they went to the TDR.

That's not what the TDR is for, and the customer was politely told by all where he could stick his complaint.

The TDR is for when it has become obvious that no amount of dealing with the Telco is going to resolve your issue.

Contrary to many people's beliefs, they are not like Fair Go, and not there to police the Telcos, they are a peace keeper.

I hope this helps. It sounds like you may have a case, but I'd suggest giving it another go at getting a result from Slingshot first.

b0rg!

Geekzone support

Support Geekzone with one-off or recurring donations Donate via PressPatron.

raytaylor

4076 posts

Uber Geek
+1 received by user: 1296

Trusted

#173754 26-Oct-2008 20:43

From the sounds of it, and the time its taken, i think slingshot are just going to leave it as is and just hope they dont get forced to admit throttling.

Ray Taylor

There is no place like localhost

Spreadsheet for Comparing Electricity Plans Here

johnr

19282 posts

Uber Geek
+1 received by user: 2526
Inactive user

#173757 26-Oct-2008 20:55

TDR i guess will not care about speed on consumer plans its working and thats the main thing. If you were paying for QOS then that would be a different story they may look at it then.

eXDee

4033 posts

Uber Geek
+1 received by user: 1070

Trusted

#173773 26-Oct-2008 22:49

Just FYI there are plenty of people confirming the throttling, this is a very widespread issue that slingshot definitely knows about, no doubt about that. Check GP forums + Slingshot forums if you want to know what im talking about.