Flip-pin heck, flip-pen hopeless! After getting hooked up to flip for our holiday apartment, we tried with 3 different computers to get a connection and spent an hour on the help-line, to no avail. Apparently this was not enough effort on our behalf for them to agree that their product did not work and it was all because our computer was at fault! Not only would they not refund our payment, but they waited until 3 minutes after our next payment had been taken by direct debit, to cancel our account. We did finally get a refund for our second month, once we made an official complaint, but they refused to refund the first month “because we had not given them enough opportunity to make things work”. Flip FLOP!
Sorry been on holiday, would have responded sooner.
We do have a policy of refunding customers if their service doesn't work - assuming full troubleshooting has been completed.
'full' troubleshooting is required because of not only the on-going Chorus charges, but the actual installation costs. Also we have no way of knowing where the fault lies, but even if it is the customer's side, we'll refund the period without service.
Really important to get the to the bottom of the problem so simply moving providers again doesn't always solve the issue. And it's very rarely a faster solution.
So our goal is to get our customers connected, and as many of you know, this sometimes is a drawn out process that requires testing many steps along the way.
If we simply refunded before everything could be tested then it would be very costly to us, and the customer experience would be far poorer.
However I do appreciate your situation is not ideal Sharee - message me your account details and I can look into it further.
Happy to answer any further questions on the topic.
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#138490 6-Jan-2014 22:10
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