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2 posts

Wannabe Geek


# 79335 16-Mar-2011 08:46
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I signed up online to Orcon?s Bronze Broadband Plan in Jan 2011 while on holiday in Canada. I did not want a home line so I didn?t check that option. The Online Signup page still showed $40 for the plan & I continued. When I got to the page with Homeline auto-checked showing an additional $41, I thought it was a mistake & being in Canada at the time I didn?t call to enquire. I completed the signup & at no point did the signup process playback what I would be charged in total. So here I was thinking it?d cost me $40+GST.
I received my first bill & found Orcon were charging me $81. I called them & asked them to raise a dispute which they did. I find the $40 charge appear on my Visa card. Sometime later I find the charge for the home line, appear on my Visa card & I called their support line. I was told that they had closed the dispute & decided to charge me for the Homeline. A call would have been nice.

I emailed Scott Bartlett (CEO Orcon) expressing my displeasure with the Orcon experience. Scott forwarded my email on to his head of customer experience (CX) who responded saying she was not sure how I could be confused. She included the Online Signup page showing $81 instead of the $40. So I tried again using a different off net address & I still got the page showing $40. I asked my friends to try it & they too couldn?t get the page showing $81 for a Bronze plan.

I emailed the Head of CX with a more detailed explanation of my experience & attached screen shots to which she replied.
?We've taken a look at this and the only way we can replicate what you are seeing, is
if we turn java script off for the 1st screenshot, then turn it on again to proceed
to the 2nd screenshot.

We can see that javascript is off on your initial screen shot, and it is impossible
to get to the second screenshot without javascript enabled.?

Am I the customer to know this? There is nothing on the Orcon site that says which browsers are not supported. I replied to the Head of CX but my email bounced so I sent it to Scott & his response was:

?I have reviewed the situation again with both our web team and our product teams.
Unfortunately we don't agree with your analysis of the situation, and stand by the
original decision by Taryn.?

I strongly believe that the Online Signup is misleading. It should?ve played back the $81 at which point I would?ve aborted signing up. I have now signed up with Vodafone on their Naked BB plan.

As if that wasn?t enough, Orcon is still charging me in advance for the home line even though I cancelled the Bronze plan subscription in Jan which is effective in Feb. They managed to stop charging me for the BB.

Bottom line is that Orcon can see $81 on their Online Signup page and I can?t and if I were to read between the lines it is my problem & not theirs. Whatever happened to listening to your customers?

Is there anyone out who experienced this problem with Orcon?

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  # 448827 16-Mar-2011 11:06
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If you are convinced this is an legitimate issue not a user error on your part.. and Orcon aren't playing ball, use the TDR (Kordia/Orcon) is a member:

http://tdr.org.nz/
http://tdr.org.nz/making-complaint/how-complaint-process-works 



2 posts

Wannabe Geek


  # 448913 16-Mar-2011 15:35
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Thanks. I did log a complaint but was advised that Orcon are not party to that complaints process. Was advised to try the Commerce Commission. Any other suggestions?

 
 
 
 


Nate wants an iphone
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  # 448986 16-Mar-2011 18:02
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22 posts

Geek


  # 449766 18-Mar-2011 22:19
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I have just tried just what you said using Safari.

I can see how the problem happens, as when signing up for a plan, before you submit your request, the total amount in $ of what you are requesting is not displayed at all.

Perhaps an enhancement to the sign up wizard is required, as essentially you are consenting and agreeing to a cost that is not displayed in summary. 

That would be one point of improvement. 

If you are using older versions of i.e you may also encounter issues displaying all the information you need to see.

There should be an advisory somewhere on the website...but could not find it.


30 posts

Geek


  # 452709 28-Mar-2011 12:26
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the sign up page was half working when i tried to signup near the end of feb as well. it takes my address and then says it cant find my line after that.

its taking it now just fine.

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