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Topic # 201414 17-Aug-2016 14:51
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Another thread on the 2Degrees forum about contract law with penalty fees inspired me to write this.

 

We signed up for a broadband+landline+modem rental on a 1 year contract with Orcon at $99.95/month.

 

On the connection date the broadband was working but the landline wasn't. For several weeks we tried to get the issue resolved. We would sit in the telephone support queue for hours, talk to support which would log a ticket and then eventually we get a text message saying the issue was resolved and when we checked it wasn't. This happened 2 or 3 times and then we gave up.

 

Orcon was billing us for the full amount right from the start of the contract even though they were only partially supplying the services agreed to in the contract. During one of the support calls I asked for credit for the landline not working and was informed a note would be made against the account.

 

So after a few weeks we did not have the patience to battle with this any longer and just left it there with the understanding we would only see out the contract and never deal with Orcon again. We adapted to life without a landline and the only niggle was that we kept paying for a service we were not receiving.

 

Fast forward a few months and we started having wi-fi connection problems. I suspected there was a problem with the modem and because we had no desire to deal with the support people at Orcon again I called up the sales team to find out if we could terminate the contract early.

 

During this conversation I was informed that I would have to pay the full early termination fee, there will be no credit or consideration given for the landline issues and we will not be allowed to change the contract to broadband only without the landline.

 

Needless to say, we switched as soon as the contract expired and we are now happy BigPipe customers with no contracts.

 

 

 

 


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Glurp
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  Reply # 1613319 17-Aug-2016 15:51
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You should have pursued it. Otherwise you are just rewarding the behaviour and helping them victimise the next one.

 

 





I reject your reality and substitute my own. - Adam Savage
 




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  Reply # 1613325 17-Aug-2016 16:06
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Rikkitic:

 

You should have pursued it. Otherwise you are just rewarding the behaviour and helping them victimise the next one.

 

 

 

Which is why I shared my experience here. Perhaps I can have some small impact.


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  Reply # 1613362 17-Aug-2016 16:57
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Oh the good old text message saying it's fix.

 

Orcon/Slingshot are the same company these days and we had an issue a few weeks ago, got the text saying its fixed but was not, called them up and went a bit nuts saying maybe their level 2 people should call to confirm it's fixed and it's not acceptable to close a support call without checking as a way to restart their "3 days to fix it" line they give.  The guy said once its closed they can't be reopened and a new fault needs to be logged.  Such a bad way to run a support line.

 

 

 

 


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Orcon

  Reply # 1613365 17-Aug-2016 17:02
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Hi Thinus, I'm sorry to hear that your experience with Orcon wasn't up the scratch. This is definitely not what we like to hear.

 

If you'd like, flick me a PM with your account details and I'll have someone go over the notes to take a look and see where we fell over here and how we can improve going forward.

 

Apologies again - I sincerely hope that we see you back on board at some point in the future!


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Orcon

  Reply # 1613367 17-Aug-2016 17:06
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tripp:

 

Oh the good old text message saying it's fix.

 

Orcon/Slingshot are the same company these days and we had an issue a few weeks ago, got the text saying its fixed but was not, called them up and went a bit nuts saying maybe their level 2 people should call to confirm it's fixed and it's not acceptable to close a support call without checking as a way to restart their "3 days to fix it" line they give.  The guy said once its closed they can't be reopened and a new fault needs to be logged.  Such a bad way to run a support line.

 

 

Quick correction, Orcon and Slingshot are owned by the same company (Vocus) - but to say they are "the same company" isn't accurate.

 

I'm sorry to hear about the issues you've had as well - definitely send through your account details so I can have someone give this a look over.


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