another Disgusting customer service Thread

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › another Disgusting customer service Thread

cktam

2 posts

Wannabe Geek

#95431 3-Jan-2012 23:10

We've been with orcon for approx 8 years and decided to switch over to vodafone couple of months back. We received shocking customer service/treatment after the account was cancelled. similar experience to this thread http://www.geekzone.co.nz/forums.asp?forumid=82&topicid=93076&page_no=1

They sent us an invoice for payment about a month later. We queried the amount and was told that the account had been cancelled and that we should receive a slight credit for the last month we were with orcon.

A month later we received another invoice. We sent a query again and this time we didn't get a response..

The following month we receive a debt collection warning from orcon saying that a debt collection agency will contact us and if we don't pay our credit rating will be affected.

My dad got really frustrated at this stage and decided to pay off the balance.

I find this treatment very shocking.....Don't think we will ever deal with orcon again =(

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70 posts

Master Geek

#564168 3-Jan-2012 23:42

I would consider contacting the Telecommunications Disputes Resolution people (it is free). They can be found at www.tdr.org.nz

I contacted them recently, after endless issues with Orcon, and they were BRILLIANT. One of the parts of making your complaint through TDR is that you state what you wish for the outcome to be, and where possible, if it is realistic, the TDR aim to sort it out.

I asked for them to get Orcon to agree to waiving the $200 early termination of contract charge so I could go elsewhere, and they managed to negotiate that successfully for me. I am in the process of switching to CallPlus after being with Orcon for over 6 years.

I've used TDR once before - when I kept getting billed by another provider for around 7 months after switching to Orcon - and they were brilliant then, also.

Hope this helps. Good luck.

tdgeek

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#564175 4-Jan-2012 00:11

I don't follow this.

You had billing issues from the old provider, so certainly if they are incorrect, you deserve that to be fully resolved, and not to affect your credit rating.

BUT, " I asked for them to get Orcon to agree to waiving the $200 early termination of contract charge so I could go elsewhere," I do not follow why you feel that is reasonable. You clearly went into a contract, and now you wish to have that waived as you decided to go elsewhere??

cyberbuddha

70 posts

Master Geek

#564181 4-Jan-2012 01:55

I went into a contract, yes, but they were not able to provide me with the full services that they had promised, and could not fix the faults since August last year... in fact it is not only me who is having the problems. (I am sure you will find copies of posts I have made on Geekzone detailing the issues I have had, which were many!)

Orcon were quite happy to waive the $200 early termination fee. Quite frankly, they had no reason NOT to. If you purchased a dvd player/recorder which could only play and not record, you'd take it back to the shop and expect a replacement or a refund. As Orcon CANNOT give me a replacement, and cannot provide a fully working service as advertised, clearly I am entitled to get out of the contract at no cost.

tedzart

99 posts

Master Geek

#564183 4-Jan-2012 03:15

http://www.facebook.com/Orcon?sk=wall&filter=12

You could always try the direct approach and join the other Orcon disappointed on the Orcon Facebook Wall.
Good Luck!

bameron

305 posts

Ultimate Geek

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2degrees

#564194 4-Jan-2012 08:05

cktam: We've been with orcon for approx 8 years and decided to switch over to vodafone couple of months back. We received shocking customer service/treatment after the account was cancelled. similar experience to this thread http://www.geekzone.co.nz/forums.asp?forumid=82&topicid=93076&page_no=1

They sent us an invoice for payment about a month later. We queried the amount and was told that the account had been cancelled and that we should receive a slight credit for the last month we were with orcon.

A month later we received another invoice. We sent a query again and this time we didn't get a response..

The following month we receive a debt collection warning from orcon saying that a debt collection agency will contact us and if we don't pay our credit rating will be affected.

My dad got really frustrated at this stage and decided to pay off the balance.

I find this treatment very shocking.....Don't think we will ever deal with orcon again =(

Hi Jonathan,

I'm sorry for all the problems you've had - if you flick me a PM with your username and some details I'm sure I'll be able to get this sorted for you.

Cheers,

Cam

alliao

321 posts

Ultimate Geek

#564269 4-Jan-2012 11:25

psychic powers.. cktam -> Jonathan

bameron

305 posts

Ultimate Geek

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#564272 4-Jan-2012 11:29

alliao: psychic powers.. cktam -> Jonathan

Alas no - if you visit his profile page it has his name there. :)

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

talisker

65 posts

Master Geek

#564294 4-Jan-2012 12:09

It annoys me a bit when reps of companies do that in here - i.e. post a message in the thread saying could you PM me? It would surely be better for them to just PM the customer, otherwise it seems like they want everyone to see they're doing something. This isn't the time or place for marketing - go to the customer directly, provide great service, then they might possibly report back here on their positive experience. Actually when someone's been banging their head against a wall with customer service reps for weeks, then quickly gets a response when they go public in this forum, it's kind of a bad look anyway and probably something you should just keep between you and the customer.

RunningMan

8965 posts

Uber Geek

#564319 4-Jan-2012 13:03

talisker: It annoys me a bit when reps of companies do that in here - i.e. post a message in the thread saying could you PM me? It would surely be better for them to just PM the customer, otherwise it seems like they want everyone to see they're doing something. This isn't the time or place for marketing - go to the customer directly, provide great service, then they might possibly report back here on their positive experience. Actually when someone's been banging their head against a wall with customer service reps for weeks, then quickly gets a response when they go public in this forum, it's kind of a bad look anyway and probably something you should just keep between you and the customer.

However, the OP is the person that has bought this issue fair and square in to the public eye (and it appears he is not even the account holder). There are generally at least two sides to every story, and so far only one side has been provided.

Surely the company that is being named publicly (particularly with such an emotive thread title such as Disgusting customer service) should have a chance to publicly show they are willing to resolve issues that do arise.

Why should they just go direct to the poster (who doesn't appear to be an account holder with them), hoping they may get some good press later on, which is pretty unlikely considering the customer has already moved to another company?

Additionally, it's a bit more open than just receiving a PM from some (random) person asking for your account details (sound like phishing to me).

The details of any resolution need not be posted, but without some input from the company rep, it's a pretty one-sided discussion.

xpd

Geek @ Coastguard NZ
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#564324 4-Jan-2012 13:12

Just a note as well, some people join GZ to moan about a service/company, then never visit again to see the responses etc.... so Orcon asking the OP to contact them just verifies that the OP is willing to have the issue resolved and not just soap boxing.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

LinkTree

RunningMan

8965 posts

Uber Geek

#564328 4-Jan-2012 13:19

xpd: Just a note as well, some people join GZ to moan about a service/company, then never visit again to see the responses etc.... so Orcon asking the OP to contact them just verifies that the OP is willing to have the issue resolved and not just soap boxing.

Exactly - the OP's first and only post on GZ is this complaint. Not even a followup post with further information, or an update on progress, so we don't really know what the intentions are.

mattwnz

20181 posts

Uber Geek

#564346 4-Jan-2012 14:33

xpd: Just a note as well, some people join GZ to moan about a service/company, then never visit again to see the responses etc.... so Orcon asking the OP to contact them just verifies that the OP is willing to have the issue resolved and not just soap boxing.

+1. Also shows that the company is listening and wants to get it resolved too.

Nebbie

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#564347 4-Jan-2012 14:35

talisker: It annoys me a bit when reps of companies do that in here - i.e. post a message in the thread saying could you PM me? It would surely be better for them to just PM the customer, otherwise it seems like they want everyone to see they're doing something. This isn't the time or place for marketing - go to the customer directly, provide great service, then they might possibly report back here on their positive experience. Actually when someone's been banging their head against a wall with customer service reps for weeks, then quickly gets a response when they go public in this forum, it's kind of a bad look anyway and probably something you should just keep between you and the customer.

Often I do this as well we want to let the thread know that someone is looking into it (publicly) and contact the user via PM.
Other wise it looks like ISP representatives on here do nothing.

If users want to go publicly about their "personal" issues why can't ISP's go publicly that someone is looking into the issue.

PS: I'm NOT a Orcon Rep

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Nebukadnessar

UrbanMyth

122 posts

Master Geek

#564419 4-Jan-2012 17:50

Nebbie: If users want to go publicly about their "personal" issues why can't ISP's go publicly that someone is looking into the issue.

Exactly.

My first post to GZ was a complaint about Orcon too - at the suggestion of a member at another forum. I came to this site and was glad to see that the reps DO reply... hence I will hang around =)

bameron

305 posts

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2degrees

#564439 4-Jan-2012 19:26

Cheers guys, we do our best!

Haven't had any messages from the poster yet though. ;)

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