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Topic # 114331 16-Feb-2013 00:07
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Mr. Eric Hertz

CEO

2 Degrees Mobile Ltd

PO Box 8355

Symonds St

 

Auckland

 

 

15 Feb 2013

Dear Mr. Hertz,

 

Ref: 022xxxxxxx

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.

 

Yours sincerely

 

 

Lucy

 

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  Reply # 763321 16-Feb-2013 07:34
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If you do end up paying the $500 early termination fee, you would be better to accept 2Degree's offer of staged payments, rather than paying the bank or a loan shark their high fees.

I presume your partner cannot switch back, due to a TelstraClear (aka Vodafone One) early termination fee?

The comparison between 2Degrees and your partner did make me smile though.

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  Reply # 763341 16-Feb-2013 09:14
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Ive had similar problems with 2 degrees and them not calling back. Never once did it happen.

My issue was about rolling over a plan from month to month, when topped up via a credit card auto payment. The 'plan' wouldn't kick in automatically and some (or all) credit would get used up at their ad-hoc rate, then there wasn't enough credit to enable the data pack.

After 6 months of this, paying MUCH more every month, and their indifference, we left 2 degrees.

Hope you get this sorted out.

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  Reply # 763346 16-Feb-2013 09:24
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Least (I assume) you don't have to wait for 20min to speak to a car as you did back when I was on 2D, and then after finally getting a hold of an actual person they can't solve your issue or you just get cut off.

There is a difference between cheap and value and unfortunately in my eyes the value proposition is just not there with 2D yet hence I moved on

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  Reply # 763347 16-Feb-2013 09:28
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should've come to geekzone before going to eric?

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  Reply # 763348 16-Feb-2013 09:42
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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.


Your partner broke his contract with 2 degrees and was mislead by someone at telstraclear. Apart from the bad service you may have received from 2D, I fail to see how this can be the fault of 2D. Its not there fault either that you going through financial hardship. 

Your partner broke a contract and thats the issue I see. 




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  Reply # 763350 16-Feb-2013 09:52
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Have you tried getting your partner to call them? Normally when it comes to things like this companies will not deal with anybody except for the person who is responsible for the contract. In this case your partner.



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  Reply # 763386 16-Feb-2013 11:54
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Full of emotion and the boldface type doesn't help either IMHO. Should have stuck with the facts instead of all the dramatics which hardly ever work.

Agree with Klipspringer he broke the contract and apart from the service you received, which is a seperate issue, it seems you are blaming 2D for his mistakes .






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  Reply # 763406 16-Feb-2013 13:18
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Slightly OT but I note Tmobile US intends to phase out handset subsidies this year.

http://www.tmonews.com/2013/02/sprint-adopting-wait-and-see-approach-to-t-mobiles-efforts-to-end-phone-subsidies/


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  Reply # 763428 16-Feb-2013 15:24
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I indeed feel being ignored and humiliated as it is a kind like that I was begging for attention.


Ah WTF? Because they aren't organized enough to contact you you felt bullied and humilated. Lol I know this poster must be an NZer....





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  Reply # 763439 16-Feb-2013 15:51
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I think that English is a second language to the Op but even still it doesn''t make a lot of sense as to what the Op is after.

It all started on Oct 15th and the letter is dated Feb 15th, lot of water under bridge since then, why so long.

" I called the call centre right away after I found out what my partner has done " when did the Op find out?

" I did not hear anything from anyone within the next two days. "

"I therefore called back a couple of days later"

"Again, I did not hear anything from anyone.

I therefore called back later this afternoon,"

so "this afternoon"was when the letter was written being the 15th Feb as dated?

Given we only have one version of this and the Op is first time poster I get the impression its a case of sour grapes.






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  Reply # 763767 17-Feb-2013 14:00
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seems the op isn't that interested in giving further explanation. Given they joined, posted an haven't been on again maybe this thread should be deleted




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  Reply # 770509 26-Feb-2013 14:42
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Hi, this issue has been dealt with and resolved to the OP's satisfaction.

I'm pleased to say Lucy is still a much valued customer of 2degrees and has been very cooperative and understanding in reaching a satisfactory resolution.

Unfortunately this wasn't a great customer experience for her in this instance as there was a delay in getting back to her. This was because the request was a bit of a curve ball and had to be escalated, however we acknowledge she should have been kept up to date.

If you happen to call Care and have to raise an issue please ask the agent for a reference number. We'll be able to log the interactions against this and manage the issue better.

As always, if you have an issue you want me to follow up on please PM me with the details.

Cheers
^POB

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