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10 posts

Wannabe Geek


Topic # 179343 4-Sep-2015 16:41
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Right, where do I start.

In the past few years I have supported and changed many friends and family members from the competitors over to Orcon.

As of recent I got my parents place to get out of Spark after 20 years+ to Orcon raving about how much better Orcon is, Big mistake.

In May we signed up set a date and Chorus guy comes over and connects it up for us, (we were with Spark VDSL beforehand so minimal work was required)
few hours later that day we get disconnected, called up and was told Chorus guy will be there next week, wait what next week? He just came?
Explained the the nice staff in Philippines that a guy had came and we were connected, but apparently they have no details of it on their system. So 2-3 days later they finally found out what was going on and reconnected us ok good. for next 3-4 months until this week it's been on and off, we can never get a connection for more than 2-3 days. Constant resets and calls to the support centre.

 

Before this we had Spark/Telecom VDSL, never disconnected for months on end so this had become a nightmare especially for my parents who weren't technical savvy.

We went on anyway and then couple weeks ago on the 24th of August, it disconnected again, but this time they told us there is up to a 5 day wait. wait what 5 DAYS?! Ok fine i understand things break got it, they got it fixed up on the next day or day after. At least now my parents are happy as the phone works again etc, but no, this Monday (31/08/2015) after few days of having internet they disconnect us again. We call up, my parents also received a courier bag for returning the modem back, wait hang on, what? We asked, so what is it this time, and the response? "Oh we seem to have cancelled your internet connection........Are you effing serious? They then check and see it was a mistake, it was for another account, they had disconnected the wrong account (My parents) and send the return courier bag to the wrong address. Ok Ok we get it, mistakes happen, can you please reconnect? Well no, you have to wait 5 more days.

Please tell me how I can refrain from swearing right now?

 

So today 4th of Sep, they connect it back yay!! Parents are happy I can now get back to work, but 5 hours later, an angry dad calls...it's disconnected again, 2 phone calls and we're told maybe the cables are connected wrong even thou it hasn't been touched since Chrous guy was here in May...Orcon, are you trolling me? Your facebook page is so full of anger like mine. I've had enough and I don't ever want to use you guys again, Is anybody else getting trouble like this? Can i terminate without paying termination fee,? How can i even want to pay for their last months bill or even a termination fee after the event above? Anyone know where I can start to terminate peacefully and not pay for the service or lack of we've been getting?? I think we've been patient enough with them.

Thanks.

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178 posts

Master Geek
+1 received by user: 63


  Reply # 1379909 4-Sep-2015 17:18
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I know my brother in law has had similar issues with Orcon.
I had similar issues with Testraclear back in the day.

I bailed and ran, they sent me a $1,500 termination fee (yes they couldn't even terminate fee me correctly - charged me for three terminations).
I wrote an email to their CEO outlining my half year of hell, and that I was only moving on because they had breached the contract by not providing a service fit for purpose.
I explained that I would not be paying any termination fee, and that I would not be paying the last months fee either.

I also CC'd the email to fairgo.

About a week later I received a letter in the post written and signed by the CEO apologizing for the issues, and advising me that I would not be required to pay any of the said fees.

I held on to that letter, expecting that the day would come where I would have to show it to some debt collector turning up at the door, however none came, and that was the last I heard from them.

Orcon are a part of Callplus. Callplus is owned by M2 group in Australia. M2 group's CEO is Geoff Horth.

You could consider an email that commences like this: (thought I'd throw in ministry for consumer affairs for good measure)
TO: Geoff.horth@m2.com.au
CC:
fairgo@tvnz.co.nz; mcainfo@mca.govt.nz
Subject: Customer satisfaction

Dear Sir....




All the best with that :-)



10 posts

Wannabe Geek


  Reply # 1379912 4-Sep-2015 17:28
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Wow, thank you Uncle Arthur, just what i needed as I've never had to go this far, i just never thought something like this would even happen.

How hard is it for a well established company to get an basic procedure in place where you don't accidentally disconnect the wrong account??

Thank you once again, much appreciated, I'm glad I came here to ask for help.

 
 
 
 


300 posts

Ultimate Geek
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Vocus

  Reply # 1380383 5-Sep-2015 19:50
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Hi OP - sounds like we need to have a good look!
Can you please PM some details?

(Not sure if my badge has been updated to M2, but I work for Slingshot, Flip and Orcon)
Cheers!




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]


BDFL - Memuneh
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  Reply # 1380455 5-Sep-2015 23:05
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From what you have said, you do need to get it escalated to management, so they can investigate what has gone wrong and why/where mistakes were made. So definitely ask to speak to the manager. Maybe PMing Quentin will get you to that stage.

1724 posts

Uber Geek
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  Reply # 1380471 6-Sep-2015 06:02
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I imagine it would be very hard for them to charge you early termination on a connection that wasn't fit for purpose. Heck, I'd suggest that at this point they owe you money.
If you cancel, tell them its because the connection is unreliable and you're not paying a termination charge.

I seriously don't get why people hate Spark so much, they're not the same monstrosity they used to be. I find their service to be the most reliable I've had, and pretty competitively priced too.




Location: Dunedin



10 posts

Wannabe Geek


  Reply # 1381586 8-Sep-2015 10:04
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Thanks guys I'll be contacting Quentin.

AndrewNZ, yes Spark actually never missed a beat, we changed because Orcon seemed better value and I had always thought Orcon provides faster internet for unlimited plans compared to Spark. P

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Uber Geek
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  Reply # 1381617 8-Sep-2015 10:31
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If you're implying that spark throttle/shape unlimited plans, that doesn't happen, and hasn't happened for this generation of plans.

The bad old days are gone. Time to forgive and forget.




Location: Dunedin

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