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18 posts

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# 37428 13-Jul-2009 12:51
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This is more of a warning to people who have had a phone account with another provider (Telecom, for instance) and their calls with Woosh.

I had this set-up, then moved & cancelled my Telecom account and phone number in about 2007.  I haven't had a Telecom account since.
Now, my old number has been reassigned.  I neglected to cancel my calling plan with Woosh.  Silly me.

The new (lucky) user of this number is getting free tolls.

I eventually get thru to Woosh (2 calls, resulting in going on hold for 15 minutes then getting cut off) and notify them that this is the problem.
"Sure, we'll sort  that out" 

My account continues to accrue charges.

Next calls to customer services: (same deal - never less than 15 minutes on hold, cut off at least twice whilst up to 30 mins into the call)  "sorry about that - it's been sent onto the System Development Team"  Wicked, now we're getting somewhere.

But, no.  More calls - now the folks with my old number are getting into the swing of it.....  Free calls!

Woosh:  "Um, yeah...  System Development are dealing with this issue - they will call you back"  Sure.

This week (busy weekend on the phone for the lucky users) and my last and latest call to Woosh.

49 mins on the phone (most on hold) wanted to speak with a manager.  No go. 
"System Development?  Um, they don't seem to know who is dealing with this"  Well, what's been happening for the last week?  "Um.... well....  we don't really....  but, we will cancel the calling for the old number" 

Fantastic.  Cancel my account with you.  All of it.  I don't ever want to deal with you again, Woosh. 

I don't know where this will go, but am sure my life will be simpler for not having to battle through Woosh and their customer services team.

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hbk

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  # 235354 14-Jul-2009 21:01
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Woosh definitely has the worst customer support I have ever encountered!

Baby Get Shaky!
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Subscriber

  # 235357 14-Jul-2009 21:03
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Any further news on this thefresh2o? And are Woosh expecting you to cover the costs incurred by these other people?

 
 
 
 


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  # 235362 14-Jul-2009 21:23
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ahh yes, this can definitely happen, I phoned slingshot the other day to can my 2talk account and found I still had coded-access on a really old telephone number, if they had dialled 0523, i would have footed the bill :-(

I had a very bad run-in with woosh quite some time back and I have not been near them since.



18 posts

Geek


  # 235464 15-Jul-2009 08:25
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Update.
Well, I spoke to a person @Woosh who told me that my old phone number is not connected... Although as I write this I have tried & it's ringing.

Woosh are baffled how a disconnected number can accrue toll charges. I'm baffled that a Telco/ISP is having such a difficult time working out who is making these calls.

At least I have a real phone number and name to contact now!

No indication of liability. Yet.

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Woosh Wireless

  # 236500 17-Jul-2009 17:05
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49 minutes is definitely way too long to be on hold. Maintaining our call centre adequately over the Winter months is proving difficult.

We are investing heavily in a phone system upgrade that will let you know your place in the queue. There will also be an option to hang up, but maintain your spot. You will be called back when you get to the top of the queue.

In terms of liability, we expect our Customers to pay for the services they use. If it is established a charge was applied in error, they will get a credit. For some of our old Quicksilver products this usually means raising a query with the line carrier. It can take a week or two to arrive at the answer in these cases. We are slowly retiring these products so we can concentrate on doing a good job of supporting our mainstream products.

Having said all that, we fully accept that the Customer Service received in the example above was inadequate, and we apologise. We will review this case and learn from it.

Regards,
Woosh

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