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224 posts

Master Geek
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Topic # 116521 1-May-2013 15:16
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What a drama over something so small. 

My wife works for Kordia so as a staff perk she got a $40/month monthly credit off our broadband bill if we moved to Orcon.  So we moved, we had a local landline number as well with Orcon genius plus I had a voip line with 2Talk.

What would happen is regularly we would have internet disconnections in the mid afternoons.  We lived in Te Atatu Peninsula at the time.  Quite often I would call up using my mobile as the voip would not be working and wait for ages, up to 20 minutes or more and of course I would give up in frustration.

I have a home office so I would regularly be there working and this issue did affect my business.

I learned to live with it and I would go for a walk, tether my iPhone or do something that did not require the internet as when I called I would be waiting for ages for Orcon support and my time was better spent doing something else.

So when we moved house, I cancelled my agreement with Orcon and changed to another supplier for two reasons.

1, Regular outages
2, When I called I would be waiting for ages so poor service

I was in a contract with Orcon and I got disconnection fee, and of course I called up and disputed the disconnection fees as I thought I should not pay if the service was not good.

It stuck, the bill was approx $150 at that stage, so I thought to myself fine, the monthly staff credit will cover it in a couple of months no problem.

Wrong, the staff credit was cancelled.

Now I have a $252.96 bill at Baycorp, I have disputed the bill with them but Orcon have replied that because I never sat around on the phone waiting for over 30 minutes to talk with a support person to attempt to resolve the issue, they did not acknowledge I had an issue and so can not offer any credit.

So now I am a little wiser, and will probably be a little poorer soon as if I don't pay Baycorp they will give me bad credit on me and my business.

Honestly I would not recommend Orcon for anything and if you do ever use Orcon make sure you never go into a contract.







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507 posts

Ultimate Geek
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  Reply # 809628 1-May-2013 15:59

I can understand your frustration as I was a Orcon customer for 6 years and just moved away last week to a new provider due to there international speeds etc.

However in saying that you can't really expect them to do anything if you don't continuously bug them that you have a problem. Everytime you call the CSR is meant to write a note on your account. The only way you can dispute this is if there is a long history of issues, hence you can prove that the service that you received was unsatisfactory. If they have no record, in there books everything is working fine.

Sucks about baycorp man :(



224 posts

Master Geek
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  Reply # 809634 1-May-2013 16:08
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Thanks Oriphix,
Yeah you are right in that regards, turns out that if you are one of those annoying naggy customers you get your problem solved.

I certainly should of been more persistent, and stayed on hold for ages.





 
 
 
 


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Uber Geek
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  Reply # 809668 1-May-2013 16:39
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We the charges from Orcon in dispute? If so, they are not allowed to pass them to Baycorp.

My understanding of the law is that if you formally disputed the charges on the basis that, say, Orcon are in breach of the Fair Trading Act (due to substandard service etc) then they either need to a) Drop the charges or b) Take it to court to have them enforced before they can send it to Baycorp.




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Ultimate Geek
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  Reply # 809675 1-May-2013 16:53
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Why would the staff credit have continued if you cancelled the service with them?



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Master Geek
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  Reply # 809687 1-May-2013 17:04
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Thanks ajobbins

I just looked this up in the consumer guarantees act, do you think that regular intermittent broadband connection combined with not enough support staff to answer the phone within 30 minutes is considered a serious problem?

http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act/got-a-problem-with-services

Will have to see.





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  Reply # 809692 1-May-2013 17:13
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cyberhub: What a drama over something so small. 

My wife works for Kordia so as a staff perk she got a $40/month monthly credit off our broadband bill if we moved to Orcon.  So we moved, we had a local landline number as well with Orcon genius plus I had a voip line with 2Talk.

What would happen is regularly we would have internet disconnections in the mid afternoons.  We lived in Te Atatu Peninsula at the time.  Quite often I would call up using my mobile as the voip would not be working and wait for ages, up to 20 minutes or more and of course I would give up in frustration.

I have a home office so I would regularly be there working and this issue did affect my business.

I learned to live with it and I would go for a walk, tether my iPhone or do something that did not require the internet as when I called I would be waiting for ages for Orcon support and my time was better spent doing something else.

So when we moved house, I cancelled my agreement with Orcon and changed to another supplier for two reasons.

1, Regular outages
2, When I called I would be waiting for ages so poor service

I was in a contract with Orcon and I got disconnection fee, and of course I called up and disputed the disconnection fees as I thought I should not pay if the service was not good.

It stuck, the bill was approx $150 at that stage, so I thought to myself fine, the monthly staff credit will cover it in a couple of months no problem.

Wrong, the staff credit was cancelled.

Now I have a $252.96 bill at Baycorp, I have disputed the bill with them but Orcon have replied that because I never sat around on the phone waiting for over 30 minutes to talk with a support person to attempt to resolve the issue, they did not acknowledge I had an issue and so can not offer any credit.

So now I am a little wiser, and will probably be a little poorer soon as if I don't pay Baycorp they will give me bad credit on me and my business.

Honestly I would not recommend Orcon for anything and if you do ever use Orcon make sure you never go into a contract.



Orcon have a good point. You could have written a letter or email to their support department and avoided any wait on any phone. 

To get out of any contract you MUST first try to resolve any issue that arises. If you don't do that and try to just walk away I am not at all surprised you're now having trouble. 

This is "Disputes 101" stuff. 

1. Make the complaints - in writing (letter or email - waiting on the phone IS a waste of time). Not a leg to stand on if you don't. (Updated)
2. Allow time for the issue to be resolved. 
3. Read the terms of your contract and see if there is section on non-performance. 
4. Pay any bills in full and on time and take any issues you may have to the Disputes Tribunal. 

Now you have a record with VEDA / Baycorp. You may find you have trouble renting a home or getting access to credit. 

Easily avoided if you know your rights and act in a measured, thoughtful manner. You don't appear to have done either......and as annoying as that will be, I'm sure, there really is no other answer for it. 

People around here will know I get annoyed by stuff and post about it...and grizzle and grump to the full measure. But I don't cut my nose off to spite my face....and having something sent to collections is pretty much cutting off your own nose to spite their face. It doesn't work. 

You probably think I'm a dick....but this is the best possible advice anyone can give you. 







____________________________________________________
I'm on a high fibre diet. 

 

High fibre diet


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Uber Geek
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  Reply # 809698 1-May-2013 17:23
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You should have got a deadlock number and taken them to the TDR, as they do have a process, which may have resolved the problem for you.

Although not good if they have taken you to a collection agency, if you told them that you are disputing the bill. You probably could contact the agency and tell them that you disputed the bill, and provide proof of this. (eg a letter or time and date of the phone call for their logs) I am pretty sure when a debt is loaded with a collection agency that the person loading the debt has to indicate whether the account is disputed or not. Ask the collection agency for this information, as if it is incorrect, they have provided incorrect information on the debt load.

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Uber Geek
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  Reply # 809711 1-May-2013 17:28
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cyberhub: Thanks ajobbins

I just looked this up in the consumer guarantees act, do you think that regular intermittent broadband connection combined with not enough support staff to answer the phone within 30 minutes is considered a serious problem?

http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act/got-a-problem-with-services

Will have to see.



It probably wouldn't be considered a serious problem IMO. Do you have an SLA that specifies something better? ISPs have outages, and often it is beyond their direct control, but due to their providers. I would consider a serious problem, as a total outage and no way to contact them. 
30 minutes on hold isn't bad compared to some service providers I have been with, and the time you are on hold totally depends on when you call. Last time I called my bank I was on hold for 40 minutes. There are also other options to contact them, such as email and letter/fax. My suggestion is to put any dispute in writing, and email and post the letter.

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  Reply # 809713 1-May-2013 17:30
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cyberhub: Thanks ajobbins

I just looked this up in the consumer guarantees act, do you think that regular intermittent broadband connection combined with not enough support staff to answer the phone within 30 minutes is considered a serious problem?

http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act/got-a-problem-with-services

Will have to see.



Well, possibly. If the regular disconnect were a result of say poor wiring then probably not. If they were because Orcon provided an inferior service yes. But you would probably have a hard time proving it. If there was evidence that the Orcon service was at fault, then you could probably claim the service was not fit for purpose under the CGA.

In any case, it now sounds like it all a bit late. I think Baycorp give you a small amount of time (maybe a week or two) to settle the debt before it affects your credit rating. I could be wrong on that, but it may pay to ask them - and then just pay the debt to keep your record clean.




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507 posts

Ultimate Geek
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  Reply # 809732 1-May-2013 17:46

Yeah I always complain when the service i pay for and what is receive isn't the same. I call , write a formal letter etc, sadly you need to have a trail of your issues otherwise you don't have a way of proving a problem exists.

Using the long wait time really isn't going to hold up. As they will say well did you try calling them at different times of the day? since you mentioned you have a home business? you could have tried morning, mid day, afternoon, night to get your issue logged. Or even send a support ticket.

As others have mentioned I would just pay the debt so you don't get a bad credit rating.



224 posts

Master Geek
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  Reply # 810017 2-May-2013 10:13
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Thanks everyone for your great advice.

I certainly did not deal with the problem as I should and I should of complained using other means than waiting on the phone, such as email.

From this whole experience I have learned that if I have bad service with a supplier,creating a paper trail earlier on is the best way to solve the issue, don't wait on the phone and complain lots when things don't work right.

I will be paying baycorp the inflated bill to avoid a bad credit rating.

Peace







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Ultimate Geek
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  Reply # 810128 2-May-2013 13:30
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Bit late to the thread sorry - but if you want to email us, flick socialmedia@team.orcon.net.nz a note with acct details and one of the guys who monitor that email address can pick it up for you.





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[Slingshot, Orcon and Flip]




224 posts

Master Geek
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  Reply # 810130 2-May-2013 13:33
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Thanks Quentin,
But I paid the account this morning with Baycorp





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  Reply # 811212 4-May-2013 15:53
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Disappointing that another one caves and pays baycorp after a poor experience with orcon rather than knowing their rights about a disputed debt.




Richard rich.ms

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  Reply # 811218 4-May-2013 16:20
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richms: Disappointing that another one caves and pays baycorp after a poor experience with orcon rather than knowing their rights about a disputed debt.


By the time it got to Baycorp it was really a bit late. It should have been disputed originally.




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