Mr. Eric Hertz
2 Degrees Mobile Ltd
PO Box 8355
15 Feb 2013
Dear Mr. Hertz,
I am one of the first people who joint 2 Degrees when 2 Degrees entered into New Zealand market, I have recommended three friends of mine switching their numbers from Vodafone to 2 Degrees, and I considered myself a loyal customer to 2 Degrees. However, I have been extremely upset and disappointed with what I have gone through with 2 Degrees’ call center recently. I trust that my experience is NOT an isolated event. As the CEO of 2 Degrees, you may want to hear my story.
The above number is my partner’s mobile number. He had signed up a 24-month contract with 2 Degrees and ended his contract in Oct 2012 because he was misled by a sales representative of Telstraclear. He is therefore facing early termination fee over $500.
I was very sorry when I found out this about one week ago for a couple of reasons. First, my partner did not honour his commitment with 2 Degrees. Thus, as a customer, I was very fond of 2 Degrees. I called the call centre right away after I found out what my partner has done and I have been keen to solve the matter. As I am a customer of 2 Degrees too, I asked the customer services representative if I could continue the plan my partner has not completed instead of paying for the early termination fee. The representative said that it was not up to her. I understand and I appreciate what I requested is not what she usually hears from customers. I therefore asked to speak to her supervisor. I was advised that no supervisor was available to talk to me, but a supervisor would call me back in the next 2 days. I did not hear anything from anyone within the next two days.
I therefore called back a couple of days later, repeated my story, and answered many security questions as you may imagine. I was advised by the second representative that no supervisor was available talking to me, I called the wrong department, she cannot transfer my call to the right department, and there was nothing she can do for me. However, a supervisor would call me back in the next 24 hours. Again, I did not hear anything from anyone.
I therefore called back later this afternoon, the third representative advised me that no supervisor was around, but a supervisor would call me back by 20 Feb 2013. I asked him if he could follow up the case on 20 Feb 2013 in order to make sure that I will get the important call from the “mysterious” supervisor. I was advised that he could not guarantee if he could do it. However, he did mention that I could arrange the payment in several months. Ironically, he was the most helpful customer services representatives I have spoken to.
If you have got a few minutes, I strongly suggest you listening to all phone conversations I have had with the three representatives and you would have a very good idea of what so called “not interested” and “do not care”. No representative was interested in my situation, or helping me solving the problem, or at least trying to hide that fact that they just do not care.
I called 2 Degrees in the hope of getting some help to solve the problem. My partner started his own business 10 months ago and he has been losing money since then. I live on salary and have been picking up his credit card and bills. I paid off his credit card and bill, almost $3000, in the last two months. As you may imagine, we have gone through a very difficult financial situation and we pretty much broke right now. I really could not afford another big bill.
I tried to explain my situation and my wishes to make the whole thing right. Sadly, no representative cared to listen to me or help me.
I indeed feel being ignored and humiliated as it is a kind like that I was begging for attention. No representative appreciated my time and effort trying to solve the problem and my time and effort does not worth of taking a couple of minutes to make a quick phone call. I can pretty much predict that nobody would give me a call by 20 Feb 2013 unless you intervene.
I started not feeling sorry for my partner ending his contract with 2 Degrees. 2 Degrees made promises of making a quick call phone, and did NOT honour its promises for once. WHAT DIFFERENCE between 2 Degrees and my partner? 2 Degrees does NOT make itself any better than my partner, which does NOT honour a simple promise it made.
I have been keen to solve this matter in a good faith but the call centre failed to provide any assistance.
I decided to take a small loan to pay off the outstanding fees with 2 Degrees if necessary. However, I probably will not use any 2 Degrees services in the rest of my life and will not recommend 2 Degrees to any of my friends and family.
As an ex-loyal customer, the last thing I could do for 2 Degrees is letting you know why I decided to not be a customer of 2 Degrees. This is my “Good bye” to 2 Degrees. I used to consider 2 Degrees standing up for “fair play” and “rebel against overcharged mobile services” when 2 Degrees entered into the market, I had a good impression of 2 Degrees, and this is why I took the time writing this letter.
I trust that I am not the only customer who has felt upset and disappointed with 2 Degrees’ “non-customer friendly” services. Hopefully this letter would help serve the purpose as a quick reference of a real customer’s experience with 2 Degrees.