Is Woosh charging for some Help Desk calls?

Forums › New Zealand Broadband › Is Woosh charging for some Help Desk calls?

geek4me

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Topic # 9678 4-Oct-2006 13:38

Have you called the Woosh Help Desk lately on 0800 4 Woosh using your Woosh telephone line? I found that some calls are appearing on our account as National calls to Auckland 09 5236550 which appears to be Woosh's local Auckland Help Desk number.

If you live in Auckland these won't be charged but as I'm based in the Wellington area these were charged at 10c a min. Has anyone else seen calls to this number on their account or am I the only unlucky one?

Woosh have credited these calls on calling their Help Desk.

sbiddle

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Reply # 47524 4-Oct-2006 14:43

Aren't all Woosh -> Woosh calls free (zero rated) anyway? It looks like Woosh have set their network to internally redirect Woosh 0800 calls to their network internally rather than routing via the PSTN.

geek4me

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Reply # 47536 4-Oct-2006 15:13

I guess this wasn't Woosh to Woosh which are free, but was Woosh to Telecom redirected by Woosh for some reason. It would be easy to assume these calls were your own if you did not check the call log carefully online.

ajobbins

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Reply # 47663 5-Oct-2006 14:25

Just looked and can see I have been charged for 10 mins worth of calls to the help desk. Will be calling them for a refund. Sick of this crap, going to Telecom next month

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geek4me

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Reply # 47674 5-Oct-2006 16:19

Thanks adamj for confirming my suspicions that I was not the only one being charged. I had 47 minutes of Help Desk calls charged to my account in September/October (46 minutes calling 0800 4 Woosh - the Help Desk, and 1 min calling 09 5236550 to find out who this mystery number belonged to).

I hope they credit all customers without them having to call the Help Desk for a refund. Woosh have promised to call back with an explanation but I'm not holding my breath.

ajobbins

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Reply # 48572 13-Oct-2006 14:18

Enquiry was sent to Woosh 6 days ago Better response time than IRD at least

*************************************************************************************************

From: Woosh Customer Service [mailto:support@woosh.com]
Sent: Thursday, 12 October 2006 8:35 p.m.
To: Adam

Subject: RE: Contact Us

Hi Adam,

Our apologies.This was an issue with the way that calls to the 0800 4 WOOSH numberwere being handled.

The issue has been resolved and credits for the calls have been appliedto your account on the 9th. Thank you for your enquiry.

If you require any further information orclarification, please do not hesitate to get in contact. Our helpdeskmay be reached on 0800 4WOOSH (0800 496674).

Your reference number is: 196***

Regards,

***************

Customer Service Engineer

Woosh Wireless Limited
Tel: +64 (9) 522 3699
Fax: +64 (9) 520 3447
0800 4 WOOSH
www.woosh.com

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geek4me

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Reply # 48768 16-Oct-2006 10:30

Thanks for this post Adam - now all that remains is for Woosh to credit all those other customers they have incorrectly charged without them having to call Woosh to ask for a refund first! No mention of this in their email to you. Their Help Desk at first suggested that I had called this number myself but this was hard for them to maintain considering this 09 number is not published anywhere as far as I know and they did not know where I would have got it from. The Help Desk staff had never heard of this 09 number for Woosh.

I like to keep them, and any other company honest with their customers.

wgirl

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Reply # 49066 19-Oct-2006 14:32

Hi there,

I'd just like to confirm that all affected customers were credited for any erroneous charges in calling our helpdesk.

Thanks for letting us know!

Claire
(Woosh)

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Reply # 49067 19-Oct-2006 14:48

Thanks for the info Claire. Nice to see Woosh has their finger on the pulse!

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geek4me

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Reply # 49163 20-Oct-2006 10:28

Thanks Claire - pleased to hear Woosh have credited all affected customers! Glad this forum has helped. Keep an eye on the Woosh forum from time to time as it will help Woosh be aware of customer concerns. Thanks again!