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nickb800

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#77235 12-Feb-2011 19:31
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We have slingshot naked dsl + voip, and on the 4th of Feb Chorus disconnected our line when they were connecting our neighbour's new house. After troubleshooting at our end (i thought it might have been our modem) I called Slingshot on the 6th to report a fault. They attempted a port reset, then booked  a tech, but it wasnt until today (the 12th) that they resolved the fault.

Given the incompetence of Chorus, not only in disconnecting us, but not recognizing their fault quickly, what do you think is a fair refund for our monthly bill?

Slingshot were offering just from the time that we reported the fault, which I belive would be fair enough had it been an innocent fault say water in the line. However as chorus screwed up big time, I believe it should be at least a half month.

Thoughts? I get the impression this happens more often than it should!

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kyhwana2
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  #438676 12-Feb-2011 20:23
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Do you have a SLA with Chorus or Slingshot?

simon14
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  #438677 12-Feb-2011 20:27
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Actually if you read in your ISP t's and c's, you'll probably find it states that no compensation is given during a fault or outage.

However as a gesture of goodwill, most ISP's would offer some sort of compensation if requested, depending on the circumstances.

Chorus won't provide your ISP with any compensation though, so anything your ISP gives you is a cost to them.

You were down for 10 days which really sucks, however this was due to human error and your provider wont charge you for those days, i wouldn't expect any more.

 
 
 
 


nickb800

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  #438678 12-Feb-2011 20:28
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kyhwana2: Do you have a SLA with Chorus or Slingshot?

Nope, which is why I would not expect a refund if their gear failed, or long term degradation caused the line to fail.
I belive this is a different situation, because chorus acted incompetently.

Of course I am not entitled it under my contract with them, but what do you think is fair given the circumstances?

snnet
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  #438679 12-Feb-2011 20:35
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Unfortunately it isn't going to happen. You won't get a cent from Chorus. I'd be surprised if slingshot agreed to pay any more than the days you didn't have service as someone has already said it is a cost to them. They MAY recoup that from telecom wholesale (or their wholesale provider) under the same circumstances but will likely receive less compensation as they make a margin on what they onsell you.
Some providers such as Telecom offer a months charges in credit in the event you are without service for 24+ hours after you have logged a fault- but this is to retail customers only.  

hairy1
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  #438685 12-Feb-2011 21:03
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But what are all those adverts for in Wellington Airport? Chorus has a whole wall in lights and a Chorus van parked there.

And they say things are "Humming" in their TV ads.

Surely if they are advertising on TV we must be able to buy something from them and they must have a corporate responsibility.

tongue firmly in cheek!




My views (except when I am looking out their windows) are not those of my employer.


nickb800

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  #438691 12-Feb-2011 21:16
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snnet: You won't get a cent from Chorus. I'd be surprised if slingshot agreed to pay any more than the days you didn't have service as someone has already said it is a cost to them. 


Okay, that is useful to know and changes my perspective. It would be a rather odd supplier relationship in most industries, but if chorus dont refund slingshot for their incompetence then fair enough slingshot not refunding me more than downtime

snnet
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  #438700 12-Feb-2011 21:35
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hairy1: But what are all those adverts for in Wellington Airport? Chorus has a whole wall in lights and a Chorus van parked there.

And they say things are "Humming" in their TV ads.

Surely if they are advertising on TV we must be able to buy something from them and they must have a corporate responsibility.

tongue firmly in cheek!


Not saying I don't THINK they should reimburse, but from past experience of them making mistakes that cause long lengths of downtime doesn't result in them making any compensation at all. I suppose you could take them to court if you had the time/money/willpower
Their relationship is with slingshot's wholesale provider (be it telecom wholesale or another network) or slingshot itself in the case of them using their own equipment (do they?) - it is never directly with an end user - nor is it directly with slingshot unless the customer is supplied by slingshot's own equipment

 
 
 
 


yochankr
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  #438744 13-Feb-2011 02:08

Unfortunately things like this always happen with Chorus and Slingshot.
You will only be credited as gesture of goodwill - 8 days worth which is basically the number of days you didnt have your service.

But sometimes it does depend on the calltaker and also their support team if you want more.

But I guess nothings stopping you from asking for more credit :)

Hope this helps dude

simon14
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  #438777 13-Feb-2011 09:44
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snnet:
Their relationship is with slingshot's wholesale provider (be it telecom wholesale or another network) or slingshot itself in the case of them using their own equipment (do they?) - it is never directly with an end user - nor is it directly with slingshot unless the customer is supplied by slingshot's own equipment



Slingshot don't have their own equipment, instead they resell Vodafone's Red Network.

Even if Slingshot did have their own equipment, it's still Chorus who do the work in the exchanges.

nickb800

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  #438787 13-Feb-2011 10:21
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simon14:
snnet:
Their relationship is with slingshot's wholesale provider (be it telecom wholesale or another network) or slingshot itself in the case of them using their own equipment (do they?) - it is never directly with an end user - nor is it directly with slingshot unless the customer is supplied by slingshot's own equipment



Slingshot don't have their own equipment, instead they resell Vodafone's Red Network.

Even if Slingshot did have their own equipment, it's still Chorus who do the work in the exchanges.

They do have their own gear in some Hamilton exchanges

simon14
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  #438788 13-Feb-2011 10:23
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nickb800:
simon14:
snnet:
Their relationship is with slingshot's wholesale provider (be it telecom wholesale or another network) or slingshot itself in the case of them using their own equipment (do they?) - it is never directly with an end user - nor is it directly with slingshot unless the customer is supplied by slingshot's own equipment



Slingshot don't have their own equipment, instead they resell Vodafone's Red Network.

Even if Slingshot did have their own equipment, it's still Chorus who do the work in the exchanges.

They do have their own gear in some Hamilton exchanges


Really? Didn't know that...

snnet
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  #438811 13-Feb-2011 11:56
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simon14:

Slingshot don't have their own equipment, instead they resell Vodafone's Red Network.

Even if Slingshot did have their own equipment, it's still Chorus who do the work in the exchanges.


Yes, nobody has disputed this? The problem is who is between Chorus and Slingshot in this particular case. 

GH33
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  #438829 13-Feb-2011 12:54
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Incompetency/ mistakes happens, these things are expected. If we get compensated for every incompetency that goes around this world, I don't think we need to work again.

boby55
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  #438835 13-Feb-2011 13:21
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nickb800:
simon14:
snnet:
Their relationship is with slingshot's wholesale provider (be it telecom wholesale or another network) or slingshot itself in the case of them using their own equipment (do they?) - it is never directly with an end user - nor is it directly with slingshot unless the customer is supplied by slingshot's own equipment



Slingshot don't have their own equipment, instead they resell Vodafone's Red Network.

Even if Slingshot did have their own equipment, it's still Chorus who do the work in the exchanges.

They do have their own gear in some Hamilton exchanges


And in the Taradale Exchange

scottr
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  #438886 13-Feb-2011 16:56
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boby55:
nickb800:
simon14:
snnet:
Their relationship is with slingshot's wholesale provider (be it telecom wholesale or another network) or slingshot itself in the case of them using their own equipment (do they?) - it is never directly with an end user - nor is it directly with slingshot unless the customer is supplied by slingshot's own equipment



Slingshot don't have their own equipment, instead they resell Vodafone's Red Network.

Even if Slingshot did have their own equipment, it's still Chorus who do the work in the exchanges.

They do have their own gear in some Hamilton exchanges


And in the Taradale Exchange


And many more with more coming on every few weeks.

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