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Topic # 126953 24-Jul-2013 21:55
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Anyone else charged for hardware rental on their latest invoice?

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  Reply # 865417 24-Jul-2013 22:31
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Probably 30,000 of our customers routinely pay a hardware rental charge as part of their plan. If you have been charged incorrectly then we would love to know so that we can fix it.

Either log a support request via the website, reply to your invoice email or call the Contact Centre. If you are part of a group of customers with the same issue then we try to recognise that and fix everyone.




Regards FireEngine




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  Reply # 865453 24-Jul-2013 23:08
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Sorry, my post should have said *incorrectly* charged for hardware rental.

I'm on contract, so no rental.  The last time I got incorrectly charged for rental was when I was sent a replacement router.

Perhaps half of my invoices show:
Additional Charges - This Invoice
Hardware Rental $0.00

Whereas the other half incorrectly show:
Additional Charges - This Invoice
Hardware Rental $5.00

I was also conveniently charged freight on one of the replacement routers too:
Orcon Genius Lite
Postage and Packaging fee
1 $9.95 $9.95

Some of the above (including the freight) was only credited back once I complained.
Charges - This Invoice
Hardware Rental $16.40CR


Of course I've submitted a request to the helpdesk.  But I'm pre-emptively posting here as based on all past experience dealing with first level support is far from pleasant and will no doubt need to PM someone my account number to chase it up.

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  Reply # 865467 24-Jul-2013 23:23
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MadEngineer: Sorry, my post should have said *incorrectly* charged for hardware rental.

I'm on contract, so no rental.  The last time I got incorrectly charged for rental was when I was sent a replacement router.

Perhaps half of my invoices show:
Additional Charges - This Invoice
Hardware Rental $0.00

Whereas the other half incorrectly show:
Additional Charges - This Invoice
Hardware Rental $5.00

I was also conveniently charged freight on one of the replacement routers too:
Orcon Genius Lite
Postage and Packaging fee
1 $9.95 $9.95

Some of the above (including the freight) was only credited back once I complained.
Charges - This Invoice
Hardware Rental $16.40CR


Mate, if we knew about this error BEFORE we sent you the invoice we would have fixed it then, if it makes it onto your invoice then of course we don't know to fix it until you or someone else lets us know the error has been made.

So this month you have been CREDITED $16.40 - now I'm puzzled, you want me to fix that? (obviously better not to have charged you in the first place, I get that, but once we have made the error we clearly have to credit you somehow, hopefully the credit correctly zeros out any incorrect charges made previously).

We DO have a project underway to reduce confusing items on our invoices such as the zero charge items....




Regards FireEngine




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  Reply # 865471 24-Jul-2013 23:37
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*facepalm*

That's three different and random invoices, not necessarily the latest. Why oh why would I want a credit fixed?


Let's see how the helldesk handles my simple request for a refund.

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  Reply # 865472 24-Jul-2013 23:51
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Why oh why would I want a credit fixed?


Exactly my point, I'm struggling to understand what you want resolved (other than a generic "smarten up your invoicing" to which I have said we recognise that as there is a project underway).

Your original post was about hardware rental "this month" - now I'm VERY keen to fix underlying, current issues, if we have one involving hardware renatl fees being incorrectly applied this month then I want to fix that. If it involves on/off incorrect hardware rentals over a period of months then I still want to fix it but it alters how I do it and the information I need about the issue - for instance they may have different root causes in different months and we may already have fixed some.

You've previously been incorrectly charged. We have credited <something> I'm not sure if we have credited sufficiently or correctly as you haven't given me enough to go on (I would need to be able to see your full account history to see I suspect).

Happy to take a PM if you wish.




Regards FireEngine


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