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4 posts

Wannabe Geek


Topic # 142698 21-Mar-2014 07:15
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If you're thinking of joining Snap, don't.

I'm just in the middle of a gobsmacking bad customer service experience with Snap, the worst part of which is their repeated broken promises to be in touch, and then trying to get hold of them! And then to top it all, they have just cut off my service - without warning- when we are in the middle of a negotiation about "compensation for lack of service and inconvenience caused" (their words).

Question: does any one know whether I have to pay the ETF if they cut off the service? I am moving house in a couple of weeks: could happily just leave it, I never want service from Snap again.

When I first joined Snap two years ago, they were great. Now it's completely hopeless.

Keep well away.

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  Reply # 1010372 21-Mar-2014 07:19
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your  header is a bit over the top and your post just seems a one off rant to get some sort of vengeance, or are you actually looking for help




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  Reply # 1010376 21-Mar-2014 07:45
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If you are looking for help with the question, sure... Otherwise this post is going to be removed. No soapbox here, and certainly not on the first post.

You have a contract with Snap. If you just walk away they will try to recover unpaid fees and you will get a collector contact. You have to pay the ETF or your name will be listed with credit agencies.

If you joined two years ago you're probably out of contract or very close. The fact your service was cut make it sound like you haven't paid the bill yet. 

If there's a dispute you can try the TDR but only after following the process here.




 
 
 
 




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Wannabe Geek


  Reply # 1010557 21-Mar-2014 12:59
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freitasm: If you are looking for help with the question, sure..


I am certainly interested in the answer to the question: thanks for the advice. I was not aware of the TDR - which is actually incredibly useful - and which I did not find when I was googling for help on this issue a few weeks ago prior to a previous step in this customer service process.

Since my post, Snap have been in touch, and indicated that their system made an error in cutting off my service without warning. They have also provided some compensation. So they have come through - but trust has been lost.

Question: how variable are ETFs between providers? Snap's is $499.



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  Reply # 1010561 21-Mar-2014 13:07
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GlacierGirl:
Question: how variable are ETFs between providers? Snap's is $499.



They're quite variable, even within an ISP for different services. For example, I believe Telecom's ETF for ADSL contracts is $199, but for VDSL or fibre it's $299. Some calculate it based on how long is left on the contract, thus the closer to the end you are, the cheaper, and others it's a flat rate regardless (and as such, can sometimes be cheaper to just pay out the last month or two).




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  Reply # 1010757 21-Mar-2014 18:23
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like the new thread topic, fits well, and welcome to Geekzone




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  Reply # 1011211 23-Mar-2014 04:18
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freitasm: If you are looking for help with the question, sure... Otherwise this post is going to be removed. No soapbox here, and certainly not on the first post.

You have a contract with Snap. If you just walk away they will try to recover unpaid fees and you will get a collector contact. You have to pay the ETF or your name will be listed with credit agencies.

That's generalist and I wouldn't be so quick to bend over in the face of the threat of fees. An ETF is essentially a penalty fee for breach of contract, and the ISP has obligations to the customer under the contract also. If they are breaching the contract themselves by failing to provide the agreed service, you are not likely to be held accountable by any court or tribunal for any ETF.

Accepting compensation of course is going to reset the status quo and give up any basis for exiting without penalty.

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  Reply # 1011244 23-Mar-2014 09:32
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Yes, but you have to follow some process. Starts with formal complaints, etc, etc. If you don't have all documented and just walk away then chances of any good outcome are reduced. Also note that any company (not necessarily Snap in this context) will pass unpaid debts to collectors before there is a court or tribunal involvement.






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  Reply # 1011371 23-Mar-2014 14:23
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They may try but I think this is alarmist. Debt collectors can't and won't do anything without a clear legal debt present. If there is a civil dispute and claims of breach of contract they can't do much. Similarly the telco is unlikely IMO to actually follow further because of the uncertainty inherent in any dispute and the cost risked in any legal action. All conjecture though and I agree process should be followed to the extent it is available and reasonable. I just don't like these contracts and policies being viewed as asymmetrical 'laws' where the customer is always wrong.

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  Reply # 1011373 23-Mar-2014 14:29
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The other thing to do if you are going to walk away after exhausting all fair processes and options for resolution, is to remove any automatic payment details from the telco's billing system, including any credit card details. Otherwise you are then forced to actively dispute any charges and try to get a refund, rather than leaving the ball in their court.

This is a good idea anyway, when I moved to Snap from Slingshot, the tits at SS invoiced me incorrectly for another month's usage and I was able to simply write them back in a 2 line email rejecting the invoice. If they'd charged my CC it would have been a proper b!tch getting a refund. As it was it was just another thing that made me happy I was moving tbh.



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Wannabe Geek


  Reply # 1011425 23-Mar-2014 16:26
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Thanks for all the discussion.

The compensation they offered is fair and reasonable, and I have accepted it. If there are no further hiccups I will be happy albeit wary.

I had already cancelled my automatic payment, and notified them immediately that I had, and in plenty of time in advance of next bill. It took 7 days for a response to that email, despite fact the auto response said they would be in touch in 1-2 days.

Within 2 hours of posting here, I had a response and an offer. Not sure if that is a coincidence.


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  Reply # 1011444 23-Mar-2014 17:53
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freitasm: Yes, but you have to follow some process. Starts with formal complaints, etc, etc. If you don't have all documented and just walk away then chances of any good outcome are reduced. Also note that any company (not necessarily Snap in this context) will pass unpaid debts to collectors before there is a court or tribunal involvement.




Years ago it was illegal for a company to pass a debt to a collections agency if the debt was in dispute, is this not still the case?  

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  Reply # 1011453 23-Mar-2014 18:20
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Who knows if there was a dispute? Records, etc?

My answer was in the case of the hypotetical "moving away and just leaving it behind" suggestion by the OP. If that were the case, then a dispute wouldn't be involved.

All moot as the OP accepted an offer now.





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