Requesting Orcon for Call Recordings to resolve an issue

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Requesting Orcon for Call Recordings to resolve an issue

azrealvx

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Wannabe Geek

#171975 7-May-2015 14:51

Does anyone know if we as consumers have full access to the call recordings which are done upon calling the helpdesk?

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#1299918 7-May-2015 15:07

I believe if you ask for a particular call, yes, they can (have to ?) supply it to you AFAIK.... dont know how long they keep them for.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Andib

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#1299990 7-May-2015 16:11

They're unlikely to hand it over to you.

If they do record their calls (lots of ISPs only record sales calls) then if you esculate your complaint enough someone might pull the recording and have a listen to it but I highly doubt they will give you a copy of that call.

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tkr001

416 posts

Ultimate Geek

#1300328 8-May-2015 04:27

They do record them and are obliged to give you a copy if you request it.

azrealvx

4 posts

Wannabe Geek

#1300542 8-May-2015 11:14

Thanks for the reply guys.
They did send me a recording, but it was not the correct one. Then, I requested recordings after that particular recording (so, newer recordings) and they just refused to send them! The reason they gave didn't make any sense at all. I asked to talk to supervisors, and again after a long hold waiting, no supervisor was available to talk. Still refusing to send me the recordings.

NonprayingMantis

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#1300546 8-May-2015 11:26

This is the reason why I always do anything where I might need to refer back to it later in writing (i.e. via email).

voice recordings can disappear (intentionally or accidentally) but even when they exist they are always a major hassle to sit through and find the thing you are listening for - and often the quality is low enough that when combined with a heavy accent it can be hard to make out what was said anyway.

Emails are there forever (in *my* inbox, so no need to 'request' a copy and wait for it to arrive), they are easily searchable with CTRL+F, and always accurately time and date stamped.

azrealvx

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Wannabe Geek

#1300551 8-May-2015 11:38

Great advice Mr Mantis. I will start doing that from now on.

azrealvx

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Wannabe Geek

#1300553 8-May-2015 11:50

Apparently now, i have been given a credit for the extra charges as a sign of "good will". No recordings still, they "just took my word for it".
Absolutely nothing makes sense. I have spent the last 3 months trying to sort this out and i have paid almost $500 more than i should have (this is taking into account the recent credit). No apology from them; no listening to reason; no attempt to be proactive whatsoever.

I actually liked Orcon before this, but now I will not use their services even if it was given free to me.

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FlameBeard

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#1307172 18-May-2015 13:22

Just FYI, If you're a person like me (Paranoid), and you have a android (unlike me) you can set up the device to record all incoming and outgoing calls. Legally for the call to be used though you would have to inform the CSR that you're also recording the call like they do for you on the IVR.

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meesham

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#1307188 18-May-2015 13:47

FlameBeard: Legally for the call to be used though you would have to inform the CSR that you're also recording the call like they do for you on the IVR.

I don't think that's correct, my understanding is you don't need to let them know - http://www.stuff.co.nz/business/better-business/66525653/warning-you-are-being-recorded

The Privacy Commission says you can record both parties to your own conversations, so long as you are doing so in your own personal or household capacity.

FlameBeard

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#1307228 18-May-2015 14:33

meesham:
FlameBeard: Legally for the call to be used though you would have to inform the CSR that you're also recording the call like they do for you on the IVR.

I don't think that's correct, my understanding is you don't need to let them know - http://www.stuff.co.nz/business/better-business/66525653/warning-you-are-being-recorded

The Privacy Commission says you can record both parties to your own conversations, so long as you are doing so in your own personal or household capacity.

Oh ok no problem, happy to have been corrected so thank you.

I didn't want to give someone the wrong information, so was more of a safe than sorry thing. I thought the rule of thumb was, if it is business related. Then you need to let the other party know that you're recording. If it is a personal issue, then you do not need to let anyone know. Would actually love to read the legislation that covers that though.

richms

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#1307234 18-May-2015 14:46

I often will call out thru 2talk for this reason, that way I get a call recording easily.

Never had any luck getting apps to record on android. Its like they really make it hard for apps to do that for some reason. Record other things - sweet as, but an actuall phone call over the 3G network - nope.

Also the remote dialtone on 2talk is handy when it comes to dealing with those idiot companies that only publish an 0800 number and then have it blocked from mobiles with the meaningless message about your location.

Most companies give you permission to call record on their IVR, they clearly state that the call may be recorded.

Richard rich.ms

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#1307257 18-May-2015 15:14

I think its basically long as one of the parties involved in the conversation is aware its being recorded, its legal. However a 3rd party recording without (for example) you or Orcon knowing its being recorded by the NSA, is a big no-no.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Athlonite

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#1307263 18-May-2015 15:26

richms:Most companies give you permission to call record on their IVR, they clearly state that the call may be recorded.

some how I don't think that's what they mean when they say it "maybe" recorded it think they mean it may be recorded or it may not be recorded not may be as in yes sure go right ahead and record this conversation.

But seeing as we do not require their permission to record it then it's a moot subject

FlameBeard

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#1307270 18-May-2015 15:35

richms: I often will call out thru 2talk for this reason, that way I get a call recording easily.

Never had any luck getting apps to record on android. Its like they really make it hard for apps to do that for some reason. Record other things - sweet as, but an actuall phone call over the 3G network - nope.

Also the remote dialtone on 2talk is handy when it comes to dealing with those idiot companies that only publish an 0800 number and then have it blocked from mobiles with the meaningless message about your location.

Most companies give you permission to call record on their IVR, they clearly state that the call may be recorded.

Have you tried an app called Total recall? (Yes like the movie) That worked perfectly and let me record all incoming and outgoing calls on my Note 3. I have also tested this on my step mothers Note 4 and works on that device too.

Link for Total recall here

richms

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#1307391 18-May-2015 18:47

Will give that one a shot if I need to record calls again. Ones I have tried in the past that worked sort of seemed to use the phones mic to record both sides so that the other end was really weak and couldnt be heard over the top of background noice etc.

Richard rich.ms

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