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8 posts

Wannabe Geek


# 106013 16-Jul-2012 23:16
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Disclaimer: I'm simply sharing my negative experience with Orcon and hope that others may avoid similar pitfalls.

I am an international student studying in New Zealand and I signed up with Orcon in 2011 as they offered month by month contract and I was willing to pay a premium (that they were charging) which I felt was reasonable for a non-contract internet service.

When you're a paying customer, things are handled slightly better. That is not to say there is no hick ups (I come from a country where such hick ups would cost you business straight away) but I suppose one must accept the circumstances considering that telecommunications is not the best in New Zealand.

Orcon failed repeatedly to remedy the issues. I terminated my service with Orcon by writing in via email and secured an agreement to end on the day I leave New Zealand after I finished my exams at the University.

Breach of Contract

1. Orcon disconnected my service against our contractual agreement (yes, it is a contract in legal definition and the representatives entered into it on behalf of the company) early, during my critical exam study period.

2. The representative promised to send a prepaid courier bag to return the modem I have loaned from them. No such courier bag came. I made arrangements with my landlord hat if such mail came, to notify me immediately.

Horrible after sales Service

3. They proceeded to bill me a month after the end of my contract a sum of about $250 claiming that I did not return the modem. I replied explaining the circumstances that I was not in NZ and I am unable to look through my belongings which were in storage. I offered in good faith to return the modem if we could arrange for the modem to be returned and I would trouble my friend to search for it. No reply was given.

I continued to file a few feedback tickets via their website but someone the other end played the "this issue has been resolved" card.

4. They threatened to list my debt with Baycorp earlier this year and I have to call them to re-explain the situation and we finally agreed verbally that the reason for the debt (obviously) was due to the modem and if I returned the modem the debt is forgiven. I took a picture of the modem and sent it in an email with a written understanding of the Telecomversation with the staff as a written record for legal precaution (that she is free to contest) as verbal agreements hold up poorly in a court of law.



This was attached in an email correspondence to indicate that I had an intent to return and I kept the chattel in good condition. This would have been totally avoided if they actually sent the prepaid courier bag in the first place. This time they did and I returned the modem accordingly.



It can be checked via NZ Track & Trace @ http://www.nzpost.co.nz/tools/tracking
Tracking Number : EO031903677NZ (The receipt is abit faint, had a bad mobile camera)

StatusScanned1Acceptance12.28 PM on 28/03/122Auckland Parcel Sorter (A02.11 AM on 29/03/123Out for Delivery06.37 AM on 29/03/124Delivery08.28 AM on 29/03/12

5. For some Damnable reason, they emailed me today 16/7/2012 claiming that I did not reply to their correspondence and will list my debt with Baycorp if I do not pay immediately by today.

Conclusion
This whole disgusting saga (including much frustration at attempting to contact them and largely summarised case) shows the abysmmal management that Orcon has and the total disregard Orcon has for after-sales service. I have considered going back to Orcon for I received good service (by NZ standards) but after this, I do not think their "premium" price is worth anytime at all.

If I get a credit impairment (this can be international, resulting in inability to apply for jobs or any other tests etc.) as a result of this (takes up to 7 years at least in NZ to clear a bad credit rating) I'm prepared to sue them for damages. My advice to everyone is to avoid Orcon like the plague. There are better services to be had for the same amount of money paid.

PS: And obviously I decided to go public about this. Please please avoid ORCON. They are not worth the headache.

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Ultimate Geek
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  # 656771 16-Jul-2012 23:49
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There's always two sites to the story....... Sadly ISP's never go public about their own customers been complexly derped.....
Any ISP in NZ is not obligated by law to accept everyone as customers any ISP can turn down customers for what ever reason they wish.

Also you cant sue in New Zealand, You can however take the issue to the small claims court.

Last of all: I agree in NZ there's no such thing as Paying Top Dollar gets better service. Although there is a number of painful people that think their ISP should account manage them because their $60 per month Account is TOP DOLLAR.




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Nebukadnessar


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  # 656772 16-Jul-2012 23:54
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Nebbie: There's always two sites to the story....... Sadly ISP's never go public about their own customers been complexly derped.....
Any ISP in NZ is not obligated by law to accept everyone as customers any ISP can turn down customers for what ever reason they wish.

Also you cant sue in New Zealand, You can however take the issue to the small claims court.

Last of all: I agree in NZ there's no such thing as Paying Top Dollar gets better service. Although there is a number of painful people that think their ISP should account manage them because their $60 per month Account is TOP DOLLAR.


I am pretty sure you can sue in NZ. You just can't sue for accidents, as that is covered by ACC, and that is a good thing.

 
 
 
 


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  # 656838 17-Jul-2012 08:39
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Hi there,

First of all, please accept my sincere apologies for any and all inconvenience this issue has caused.

From what you've described we've definitely dropped the ball here, but I would like to be able to look into this further. Could you please send me a PM with your Orcon account details so I can check this out for you?

I'm sure we'll be able to put this right.

Cheers,

Cam



8 posts

Wannabe Geek


  # 657306 17-Jul-2012 23:27
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Nebbie:

...

Also you cant sue in New Zealand, You can however take the issue to the small claims court.

Last of all: I agree in NZ there's no such thing as Paying Top Dollar gets better service. Although there is a number of painful people that think their ISP should account manage them because their $60 per month Account is TOP DOLLAR.


Sueing for damages depends on the nature of the dispute. Small claims court is for an entirely different matter.


Your plan(s)
  • 30GB included + 25GB add-on for Orcon@Home Platinum
 $157.00 Your add-ons
  • International Calling Zone (Bundled): Singapore
  • Orcon HomeHub
 $5.00 Additional calls $109.09   Your invoice total $271.09
I agree $271.09 is not top dollar and nothing like the amount a business client will pay. However, it is definitely not $60.

At any rate, I thank Bameron for offering to resolve the matter. I will not comment any further as this is undergoing settlement.




        



8 posts

Wannabe Geek


  # 657968 18-Jul-2012 20:05
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bameron: Hi there,

First of all, please accept my sincere apologies for any and all inconvenience this issue has caused.

From what you've described we've definitely dropped the ball here, but I would like to be able to look into this further. Could you please send me a PM with your Orcon account details so I can check this out for you?

I'm sure we'll be able to put this right.

Cheers,

Cam



Thank You bameron. This issue has been resolved efficiently and promptly.

I hope that Orcon would improve some aspects of management. I was very satisfied with its service quality when I was a customer.

12 posts

Geek


  # 669725 8-Aug-2012 16:57
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Totally agree!
Orcon was so nice when you were a customer, then they treat you like a criminal when you quit.
I have the same problem with Orcon at the moment.

Avoid Orcon unless you want to get into trouble with Baycorp!

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  # 669737 8-Aug-2012 17:11
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Not impressed with the billing policies Orcon uses especially the extra month termination notice used. Good revenue stream tho.


 
 
 
 


xpd

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  # 669805 8-Aug-2012 20:42
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khull: Not impressed with the billing policies Orcon uses especially the extra month termination notice used. Good revenue stream tho.



Their policies and terms are what you agree to when you joined, they dont/cant just change them at will without notifying customers well ahead of the change.

If people read the fine print, they would see this sort of stuff before signing the dotted line.

A lot of ISPs have the one month clause, some chase it up, others dont.




XPD / Gavin / DemiseNZ

 

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https://www.xpd.co.nz - Games, emulation, geekery, and my attempts at photography.     Now on BigPipe 100/100 and 2Talk

 

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Geek


  # 676103 23-Aug-2012 19:50
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Such a shame orcon only ever attempt to be seen to coming to the party (not actually coming to the party I point out), when they are facing negative publicity via a public forum. Much like ACC, maybe a culture change (and new board) is in order?

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  # 676109 23-Aug-2012 20:02
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simonh200: Such a shame orcon only ever attempt to be seen to coming to the party (not actually coming to the party I point out), when they are facing negative publicity via a public forum. Much like ACC, maybe a culture change (and new board) is in order?


While I agree many of the ISPs and Telcos seem to have a problem with customer services, processes and so on, I think that beating a dead horse is not productitve.

Most of the people helping here in the forums are doing so because they are interested in helping customers. Some (that I know) are not paid to post here, and do even after their work hours.

The above statement, while may ring true, is a sure way to get those helping hands to move away from the forums.

If you have a problem, right, go ahead, post it and see if something happens - either another user or a helpful employee might show up in the discussion. But if one doesn't have a problem, just posting to beat the proverbial dead horse won't help.

I'm pretty sure those employees realise there's a problem, no need for people to make them feel bad about the company they work for.







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