Orcon Accounts - ARRRGHHHHHHHH

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon Accounts - ARRRGHHHHHHHH

woody99

165 posts

Master Geek

#138228 26-Dec-2013 08:57

I agreed to a two year contract with Orcon and part of that agreement was no Genius rental fee for that two years. As noted in another thread, Orcon replaced my modem recently due to poor wireless performance.

The invoice that followed that replacement showed a $9.99 modem rental fee. I called, and after waiting for over twenty minutes to speak to someone, was told that fee was a one-off postal charge for the replacement modem. I thought it was a tad rough having to pay postage for their faulty product but for the sake of $10, I paid it.

This morning, I have received my invoice for December with a $9.99 monthly rental fee. AAARRRGGGGHHH. I don't want to spend half my day trying to speak to an accounts person at Orcon! I can only hope they have reneged on their part of the two year contract (free modem rental) - in which case I'm off! This is the second modem replacement, and the second time I would need to spend hours trying to resolve a simple $10 charge.

The Genius system works well, but be warned if you are considering Orcon - customer service SUCKS!!! Time for me to go somewhere where I can talk to a human reasonably promptly and who can managed their accounts efficiently..

networkn

Networkn
32363 posts

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#957428 26-Dec-2013 09:05

Sadly in the last 3 years almost every department I'd had the mispleasure of dealing with has sucked, you couldn't pay me to be a customer now. Accounts are the worst, which is saying something. Took 6 months to transfer an incorrectly billed amount to it's proper account all the time threatening me with debt collection and closing down of services (that I no longer had).

woody99

165 posts

Master Geek

#957430 26-Dec-2013 09:08

I can only hope they've reneged on the 2 year contract which it looks like they've done and I'll be joining you! Third world outfit!

CamH

569 posts

Ultimate Geek

#957441 26-Dec-2013 09:43

Orcon's threatening to send me to Baycorp for a $5 rental fee for the genius modem (which never worked) for the 12 months I was with them, even though the modem rental was meant to be included. Most horrible company around, and their accounts team seem to be able/willing to do nothing about it, plus, they can't (or won't) send me a copy of the contract I apparently agreed too, telling me to instead, get one off their website, and they won't accept the copy I kept of proof of anything.

If they do send me to Baycorp I'm going to fight them through the court, because they're nothing but bullies. I wish you luck OP.

surfisup1000

5288 posts

Uber Geek

#957445 26-Dec-2013 09:48

CamH: Orcon's threatening to send me to Baycorp for a $5 rental fee for the genius modem (which never worked) for the 12 months I was with them, even though the modem rental was meant to be included. Most horrible company around, and their accounts team seem to be able/willing to do nothing about it, plus, they can't (or won't) send me a copy of the contract I apparently agreed too, telling me to instead, get one off their website, and they won't accept the copy I kept of proof of anything.

If they do send me to Baycorp I'm going to fight them through the court, because they're nothing but bullies. I wish you luck OP.

i'd pay it for the sake of your credit rating.

CamH

569 posts

Ultimate Geek

#957451 26-Dec-2013 10:07

surfisup1000:
CamH: Orcon's threatening to send me to Baycorp for a $5 rental fee for the genius modem (which never worked) for the 12 months I was with them, even though the modem rental was meant to be included. Most horrible company around, and their accounts team seem to be able/willing to do nothing about it, plus, they can't (or won't) send me a copy of the contract I apparently agreed too, telling me to instead, get one off their website, and they won't accept the copy I kept of proof of anything.

If they do send me to Baycorp I'm going to fight them through the court, because they're nothing but bullies. I wish you luck OP.

i'd pay it for the sake of your credit rating.

I'm not one to give into corporate bullying. Baycorp won't touch my credit rating if it's in dispute anyway, but if it really gets that far I'll pay it, but not without attempting to fight it first.

FireEngine

1223 posts

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#957477 26-Dec-2013 11:12

Best route is to log it as a billing issue via the website (so in writing and no time spent on hold), then pm me the resulting ticket number you get back.

We do have an issue that was affecting replacement modems attracting the $5/mth charge even where the original modem rental was free - I thought this had been rectified but it seems not. Again Im happy to look into it if you pm me your account details.

Regards FireEngine

nolanz

83 posts

Master Geek

#957585 26-Dec-2013 15:10

The word is INTEGRITY in anything but ORCONSPEEK.

Not to go into a great deal of detail, but having made a mistake (admitted by them) they offered a deal which they promised was ongoing, until after the first year when they decided that it had been another mistake (in a contract albeit verbal) and would no longer fulfill their side of the deal. I have recordings of their retention team member admitting all this, but why should I fight to stay with an organisation that treats customers like this? I am on the move when it suits me.

Sharesies

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

woody99

165 posts

Master Geek

#957597 26-Dec-2013 15:32

nolanz: The word is INTEGRITY in anything but ORCONSPEEK.

Not to go into a great deal of detail, but having made a mistake (admitted by them) they offered a deal which they promised was ongoing, until after the first year when they decided that it had been another mistake (in a contract albeit verbal) and would no longer fulfill their side of the deal. I have recordings of their retention team member admitting all this, but why should I fight to stay with an organisation that treats customers like this? I am on the move when it suits me.

They tell me I would have to pay several hundred dollars for early termination. I'm not on any special plan - as far as I'm concerned, the two year contract was in return for free modem rental. If they've borked on that, I can go somewhere with decent customer service.

Fire Engine has offered to take a look - let's see what happens...

FireEngine

1223 posts

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#957651 26-Dec-2013 18:10

woody99:
nolanz: The word is INTEGRITY in anything but ORCONSPEEK.

Not to go into a great deal of detail, but having made a mistake (admitted by them) they offered a deal which they promised was ongoing, until after the first year when they decided that it had been another mistake (in a contract albeit verbal) and would no longer fulfill their side of the deal. I have recordings of their retention team member admitting all this, but why should I fight to stay with an organisation that treats customers like this? I am on the move when it suits me.

They tell me I would have to pay several hundred dollars for early termination. I'm not on any special plan - as far as I'm concerned, the two year contract was in return for free modem rental. If they've borked on that, I can go somewhere with decent customer service.

Fire Engine has offered to take a look - let's see what happens...

Sorted - see PM and email.

Regards FireEngine

woody99

165 posts

Master Geek

#957992 27-Dec-2013 16:20

Thanks Fire Engine. See PM!