Customer service refuses to replace faulty modem still under warranty

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Customer service refuses to replace faulty modem still under warranty

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quandum

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#309937 22-Mar-2010 20:35

CamH:
richms: Hey slingshot, my dvd writer doesnt work, you need to replace it. Yeah you do you gave it to me when I changed something some time ago but you have no record of it. Also my TV you supplied is broken. Please send new ones now because your customer service is crap if you dont. Oh yeah, they are not mine, they are someone elses but I have authority to ask you to swap them...

.... Honest!....

LOL.

Oh yeah, Slingshot, well your at it, my Ferrari is broken. Can you replace it? You shipped it to me after all.

@RichMs
@Cam
You're missing the point.

Router supplied by Slingshot during plan upgrade. No note of this "promo" on system - Slingshot sales screwed up
My friend (who is also a client) didnt hold on to her receipt - She screwed up

Router fails within a year and Slingshot doesnt replace it - Pretty poor service.

I made a typo which I later edited - Boo freakin hoo.

I still think it shouldnt be up to the customer to hold on to a courier receipt from almost a year ago. Guys, this is a home user, not a business.

I would love to change the world, but they won't give me the source code

#BOFH

CamH

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#309939 22-Mar-2010 20:39

quandum:
CamH:
richms: Hey slingshot, my dvd writer doesnt work, you need to replace it. Yeah you do you gave it to me when I changed something some time ago but you have no record of it. Also my TV you supplied is broken. Please send new ones now because your customer service is crap if you dont. Oh yeah, they are not mine, they are someone elses but I have authority to ask you to swap them...

.... Honest!....

LOL.

Oh yeah, Slingshot, well your at it, my Ferrari is broken. Can you replace it? You shipped it to me after all.

@RichMs
@Cam
You're missing the point.

Router supplied by Slingshot during plan upgrade. No note of this "promo" on system - Slingshot sales screwed up
My friend (who is also a client) didnt hold on to her receipt - She screwed up

Router fails within a year and Slingshot doesnt replace it - Pretty poor service.

I made a typo which I later edited - Boo freakin hoo.

I still think it shouldnt be up to the customer to hold on to a courier receipt from almost a year ago. Guys, this is a home user, not a business.

I think you are missing the point.

Nobody has any record of said router - Even excluding the typo before, you still haven't provided a model number or any slight proof of the router being provided from Slingshot. Apart from the fact nothing matches up.

You sure your customer is certain that Slingshot is where the router came from?

System

521 posts

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#309940 22-Mar-2010 20:40

How do you expect slingshot to distinguish you from the people out there that claim things that are false, im not saying you are one of them but they can't and they can't just give out replacements without you proving you got it from them, she was supposed to hold on to the invoice, she didn't, don't go blame slingshot for this.

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

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richms

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#309980 22-Mar-2010 22:02

System: How do you expect slingshot to distinguish you from the people out there that claim things that are false, im not saying you are one of them but they can't and they can't just give out replacements without you proving you got it from them, she was supposed to hold on to the invoice, she didn't, don't go blame slingshot for this.

hey, you get sarcasim just fine, you wanna give some pointers to quandum??

If this router was not the alleged freebe from slingshot, how would your alleged friend get on with warranty replacement of this router (should I say alleged router? It probably doesnt exist either)

They wouldnt.

Hypothectically if this situation was real, then their sloppy record keeping is no different to me going into a computer shop, buying something, and then at a later time going to a computer shop and demanding it gets replaced. Hell, may as well not even be the same computer shop.

Richard rich.ms

PhantomSS

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#310101 23-Mar-2010 10:27

richms:
System: How do you expect slingshot to distinguish you from the people out there that claim things that are false, im not saying you are one of them but they can't and they can't just give out replacements without you proving you got it from them, she was supposed to hold on to the invoice, she didn't, don't go blame slingshot for this.

hey, you get sarcasim just fine, you wanna give some pointers to quandum??

If this router was not the alleged freebe from slingshot, how would your alleged friend get on with warranty replacement of this router (should I say alleged router? It probably doesnt exist either)

They wouldnt.

Hypothectically if this situation was real, then their sloppy record keeping is no different to me going into a computer shop, buying something, and then at a later time going to a computer shop and demanding it gets replaced. Hell, may as well not even be the same computer shop.

Excuse me computer shop, I bought a 386 from you 18 years ago, it broke after TWO weeks, I see you have no 386 left so can you drop off that ugly, paper weight of a Quad core 3.16ghz to my house by tomorrow.

Your story has no credibility whatsoever. Noone here is saying you ARE lieing, but you haven't provided a serial number and/or model number. If it truely is a Dynalike router, that came from Slingshot, you could query this by ringing Dynalink/Netcomm here in New Zealand and saying. O hai, my clientess has a router, it's a billion, i mean Dynalink, and the serial number is ### ###### #### can you please tell me if this was supplied to Slingshot or was it supplied to a shop where she really got it from.

End of.

Batman

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#310109 23-Mar-2010 10:39

quandum:
My friend (who is also a client) didnt hold on to her receipt - She screwed up
Router fails within a year and Slingshot doesnt replace it - Pretty poor service.

let's consider this in a different context, but same $$$ involved shall we

YOU are paris hilton (filthy rich)
you own all the new world chains in town ok

A hot guy comes in and he tells the new world down the road he bought an expensive goldair fan heater that everyone else seems to sell and it's not working after 10 months. but he has no receipt. he might have paid cash or something. he doesnt keep his visa statements but he might have bought other things that day anyway. escalates to the manager and he contacts paris hilton.

What do you think will paris hilton will do?
"err i'm so filthy rich oh ok why dont we give everyone their money back yah"

What is paris' obligations here, legally and ethically?

HP

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Slingshot

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#310113 23-Mar-2010 10:50

To clear things up from our perspective, and why we won't replace the modem:

1. No record of shipping the router
2. No record of offer ever being created (free wireless on no contract) - we'd never do something like that in anycase as too costly without a contract
3. No notes on the account of said discusion regarding the free router
4. Changing mind of what brand the router is..sorry, but that really put things in doubt.
5. No proof of purchase/delivery available

As you can see, it makes things difficult to justify a replacement.

I recommend finding the serial number and contacting Dynalink to see if you can get proof of delivery via Slingshot.

www.slingshot.co.nz

www.twitter.com/SlingshotNZ

https://www.facebook.com/SlingshotNZ

CamH

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#310116 23-Mar-2010 10:52

joker97:
quandum:
My friend (who is also a client) didnt hold on to her receipt - She screwed up
Router fails within a year and Slingshot doesnt replace it - Pretty poor service.

let's consider this in a different context, but same $$$ involved shall we

YOU are paris hilton (filthy rich)
you own all the new world chains in town ok

A hot guy comes in and he tells the new world down the road he bought an expensive goldair fan heater that everyone else seems to sell and it's not working after 10 months. but he has no receipt. he might have paid cash or something. he doesnt keep his visa statements but he might have bought other things that day anyway. escalates to the manager and he contacts paris hilton.

What do you think will paris hilton will do?
"err i'm so filthy rich oh ok why dont we give everyone their money back yah"

What is paris' obligations here, legally and ethically?

Actually, no, Paris Hiltion probably wouldn't care - she needs the money for her next manicure ;)

If Slingshot replaces this though, with no proof whatsoever and huge holes in the customer's story, then they'll have to do it for the next guy who comes along. And the guy after that too.

Slingshot sends out welcome letters/emails/txts with their modems/items they send out. And the customer has none. Slingshot has no proof of these. Therefore it's not really in Slingshot's obligation. They've already offered the customer a free wireless modem on 12 months contract, which is more then they are required to do.

Unless the customer has even a small shred of proof, I don't think it's Slingshot's responsiblity to do anything about it.

xpd

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#310128 23-Mar-2010 11:14

Ring/email the router manufacturer/distributor with the serial number....

Which is what I pretty much suggested when this thread started... Dynalink are actually pretty damn good when it comes to replacements etc, long as the unit is still under warranty.

Ring/email Dynalink with the serial number, get them to help from there.

So maybe SS made a whoops somewhere along the line, the longer you drag it out in here, the more time youre potentially wasting on a warranty replacement straight from Dynalink......... the worst case is you have to purchase a new router - yes, pain in the butt, but as Slingshot have stated multiple times, there is no record of that type of router being sent at the time stated.

Bite the bullet and move on.........

Case closed.

XPD / Gavin

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PhantomSS

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#310136 23-Mar-2010 11:29

Please post a link to the voice conversation with Dynalink here. Will be interesting to see what they say when you give them a googled serial number. Umm sorry, that unit was sold in Perth about 2 weeks ago.

MikeyPI

450 posts

Ultimate Geek

#310148 23-Mar-2010 11:49

Loltastic this whole thread.

Quic Broadband

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ahmad

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#310179 23-Mar-2010 12:43

It's blatantly obvious to everyone here anyway but I wouldn't call the customer service provided *in this thread* to be poor.

Slingshot's helper on these forums and twitter has been superb in my dealings with him/her/them and exemplary.

I'm afraid I can't say the same about all of the lower level staff, but I'm sure Slingshot know there is room for improvement.

Summary - quandum most people would consider your greivance in this thread to be pretty unfounded.

richms

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#310199 23-Mar-2010 13:12

They have been fine in my last few dealings with them. I remember it used to be fun to mock their bad CS and inability to do anything. Now they have fixed that with staff in NZ who speak english what is there to complain about?

Richard rich.ms

ahmad

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#310243 23-Mar-2010 14:43

richms: They have been fine in my last few dealings with them. I remember it used to be fun to mock their bad CS and inability to do anything. Now they have fixed that with staff in NZ who speak english what is there to complain about?

1. Call centre staff that were not fully briefed (or didn't pay attention when briefed) about a plan which was obviously going to be popular - even as much as 5 days after the offer started

2. Along similar lines to (1), staff who give the wrong information. Or at least giving information that is mutually exclusive to other information given by the same pool of staff.

3. Rude staff member - this has been escalated and big ups to Slingshot for taking the complaint seriously. They don't want this sort of behaviour either. Would like to stress that this was an INDIVIDUAL, not the call centre as a whole.

I'm not complaining here. I am just pointing out the overall impression having had to deal with them extensively on behalf of family members and friends in the past few weeks.

Overall I'd given the first level (is that "Tier 1"?) call centre a 6/10.

Higher level staff I'll award 12/10.

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