After what has been an awful setup experience (which you can follow on the general UFB forum), I called yesterday to cancel my Orcon service under the fibre guarantee. What ensued in my phone call with the support line can described at best as a sham, and at worst as a scam.
The support person repeatedly told me that there is no such thing as a fibre guarantee, and as I was connected on April 19th (the day I signed up but wasn't connected), I would have to pay the termination fee. When I clarified that I was only connected two days ago, the support person still maintained that the termination fee applied, and that I would have to pay it to cancel.
When I told her that my contract explicitly had a cooling off clause in the fibre guarantee, she said that she had never heard of it, and that if she hadn't heard of it, I would have to pay the fee.
I asked to talk to her manager to help clear the situation out, but was then put on hold for over an hour, with the support person coming back a few times to tell me that the manager "was on another line and couldn't get to me". She asked instead for me to mail my "signed contract" which showed the cooling off clause, as that was the only way she could waive my fee. I declined and again insisted on talking to the manager. I was again put on hold, and again told that the manager couldn't attend to me as she was too busy doing something else.
Finally, I asked the support person to open up a web page, and guided her to the terms and conditions page where the fibre guarantee is detailed. She said, "oh yes, interesting", but then said that she couldn't do anything about it. She said that she would cancel my account, and that someone else would get back to me about the fee, but that I might be charged for it. I insisted on the support person sending me an email documenting our conversation, which she said she would, but surprise surprise, nothing showed up.
Orcon: you have been an awful, awful company to deal with through my Chorus installation problems. Every follow-up you promised to make never happened, requiring me to painstakingly pursue the installation myself. Up to the very final step, when you promised that everything had been set up on your end, it turned out that my account had not been provisioned leading to further delays even after Chorus had done its job.
Now, I cannot cancel my service under the guarantee without dealing with your support team, who are not well trained nor interested in giving the customer any benefit of the doubt.
I cannot imagine how anyone would want to retain service with a firm that cannot deliver on even the most basic principles of customer-centric service.
Now, back to calling Orcon to try and waive my termination fee...