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  Reply # 1612284 16-Aug-2016 06:32
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If you do take it to DT remember to add a nice big $ amount for time wasted dealing with the fools, DT will award that as damages (trust me).  You will not be able to claim the filling fee however.

 

 

 

 

 

 

 

 

 

 


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  Reply # 1612315 16-Aug-2016 08:46
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This really baffles me, you've paid up the contract in full and just want to port away 2 weeks early and they want to penalise you, they're basically getting paid for 2 weeks worth of service that they don't have to provide (they'll just be recouping the cost of the phone). A lot of phone contracts over in Australia specify that if you leave early you pay out the remainder of the monthly fee for the term of the contract which is exactly what you've done here, I don't see how 2D has any more financial loss than this.

 

This is such poor customer service but it really doesn't surprise me with 2D, my wife has been in customer service for years and two of the customer reps at 2D managed to make her angry enough that they're permanently blacklisted in our household (I unfortunately also possess the gift to make her that angry...) She was prepay so it was easy to switch her to Skinny and has been happy with them ever since. It's a shame because I was a long time customer of Snap, I wouldn't go near them now that they're 2D.

 

Telecom/Spark I had the opposite experience with, I needed to end my ADSL business broadband contract 4 months early a few years ago and had received a modem and no install fee so was fully expecting and willing to pay the termination fee - their response was no it's fine have a great day.


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  Reply # 1612347 16-Aug-2016 10:14
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meesham:

 

This really baffles me, you've paid up the contract in full and just want to port away 2 weeks early and they want to penalise you, they're basically getting paid for 2 weeks worth of service that they don't have to provide (they'll just be recouping the cost of the phone).

 

 

If you look at the large number of people here who have +1ed posts essentially telling MikeB4 that he should just deal with it (regardless of how factually and legally ridiculous this is), you'll understand why 2Degrees is apparently persisting here. I've studied and worked overseas and deal with a large variety of people across different cultures and, unfortunately, from my experience I can say that NZers are as a rule some of the least knowledgeable when it comes to basic commercial practices and laws, as well as (sadly) generally lacking in commercial sense. I have a friend who is a Disputes Tribunal referee and the stories she has told me about the incredible and illogical positions that people maintain in front of her are eye-opening.

 

2Degrees is now permanently banned in this household. I also know one person (who was considering to leave) that is about to leave and never come back as a result of viewing this.

 

 

 

 

 

 

 

 




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  Reply # 1612371 16-Aug-2016 10:53
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I am pleased to advise that we have come to a very good arrangement with  2 Degrees and that the resolution means that in the future 2 Degrees will be considered as a Telco. Thank you very much 2 Degrees and thank you very much for those geekzoners who supported

 

us in this matter it shows as usual this site is very valuable and its members are good people.





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  Reply # 1612379 16-Aug-2016 11:10
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Glad you got a good outcome. I think in most cases like this, it's about finding a person who can see the situation for what it is, at the suppliers side. 


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  Reply # 1612381 16-Aug-2016 11:20
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MikeB4:

 

I am pleased to advise that we have come to a very good arrangement with  2 Degrees and that the resolution means that in the future 2 Degrees will be considered as a Telco. Thank you very much 2 Degrees and thank you very much for those geekzoners who supported

 

us in this matter it shows as usual this site is very valuable and its members are good people.

 

 

I am certainly pleased for you and your wife. But as an outsider looking in (and I know I am influenced by my background and work), I remain distinctly uncomfortable with 2Degrees' treatment of your wife until they finally relented. Bowing to the inevitable after sufficiently testing a customer's patience is not what I would call top-notch behaviour.

 

 

 

 


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  Reply # 1612383 16-Aug-2016 11:23
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dejadeadnz:

 

MikeB4:

 

I am pleased to advise that we have come to a very good arrangement with  2 Degrees and that the resolution means that in the future 2 Degrees will be considered as a Telco. Thank you very much 2 Degrees and thank you very much for those geekzoners who supported

 

us in this matter it shows as usual this site is very valuable and its members are good people.

 

 

I am certainly pleased for you and your wife. But as an outsider looking in (and I know I am influenced by my background and work), I remain distinctly uncomfortable with 2Degrees' treatment of your wife until they finally relented. Bowing to the inevitable after sufficiently testing a customer's patience is not what I would call top-notch behaviour.

 

 

 

 

 

 

 

 

Yes, I think you have made that DISTINCTLY clear in EVERY post. 

 

 


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  Reply # 1612449 16-Aug-2016 13:21
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Part of my work involves handling the most serious complaints against the entity for whom I currently work (it's a listed company and subject to various regulatory oversight). My view (and that of quite a few others in similar roles in my field and elsewhere who have read this) is that complying with the law and dealing with customers in a commercial and ethical way is not optional and people should not need to spend hours doing phone calls and correspondences to get to the right outcome. If you wish to discuss me the person, please take this to PM.

 

 

 

 


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  Reply # 1612470 16-Aug-2016 13:37
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I kind of wish ISP's would make ETF's were pro-rata'd over the course of the term. Discourage people switching ISP's within the first few months, but make it a bit more flexible if you are further through your contract.

 

e.g. $500 if you quit in the first month of a 24 month term, $20 if you quit in the 23rd month of a 24 month term. Or at the very least something which is fair to both parties.

 

Charging $300, when waiting the contract out another two weeks would only cost them $50 or so is just horrendous.

 

 


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  Reply # 1612475 16-Aug-2016 13:45
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CcMaN:

 

I kind of wish ISP's would make ETF's were pro-rata'd over the course of the term. Discourage people switching ISP's within the first few months, but make it a bit more flexible if you are further through your contract.

 

e.g. $500 if you quit in the first month of a 24 month term, $20 if you quit in the 23rd month of a 24 month term. Or at the very least something which is fair to both parties.

 

Charging $300, when waiting the contract out another two weeks would only cost them $50 or so is just horrendous.

 

 

 

 

 

 

The whole idea of a contract is that both parties adhere to their terms until the end of the contract, so that neither party loses out on their end of the arrangement. MikeB4's situation was different in so far as he was happy to ensure the provider got the full value of the contract paid out, and wanted to leave early. 

 

Contracts help companies plan budgets, and use of resources, and customers who breach these contracts (Not in this case) cause companies to lose profits, and messes with their resource allocations. 

 

On top of that, some contracts have an incentive for signing up, such as a phone, which the provider pays for in full up front, and expects this to pay for itself over the entire length of the contract. 

 

If the person entering a contract is prepared to fufill their end financially early, then there is no loss and should be allowed to leave, but in this instance, I believe their billing systems are designed in a way that makes said flexibility very difficult. 

 

 


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  Reply # 1612497 16-Aug-2016 13:59
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Billing systems should always provide for override by people with sufficient delegated financial authority (DFA) to waive charges. The safety valve for the company lies in requiring double-approvals and regular reporting/alerts to use of DFA discretions and requiring all who exercise such discretion to provide sufficient background and explanatory material for the purpose of auditing. In any event, as most reasonable people (bar the usual +1ers who agree with people that didn't even bother to understand the issues) can see that MikeB4's wife was not demanding anything unreasonable, what should have happened is that she be allowed to get on with her life with an undertaking that the ETC would not be charged and 2Degrees could have squared up their own systems later.

 

 

 

 


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  Reply # 1612498 16-Aug-2016 14:10
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I tried to decipher this thread as I was curious.

 

Long discussion of whats legal, what sounds like common sense etc

 

 

 

Where I think I landed was that the mike's wife wanted to port her number to another provider 2 weeks before the contract was due to lapse as she is going to china, and when she approached 2D call centre they said 'no, there are penalties to pay if you do'

 

 

 

Is this the crux of it?

 

 





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  Reply # 1612502 16-Aug-2016 14:16
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antoniosk:

 

I tried to decipher this thread as I was curious.

 

Long discussion of whats legal, what sounds like common sense etc

 

Where I think I landed was that the mike's wife wanted to port her number to another provider 2 weeks before the contract was due to lapse as she is going to china, and when she approached 2D call centre they said 'no, there are penalties to pay if you do'

 

Is this the crux of it?

 

 

Yes, she was happy to pay 2Degrees for the two week until the contract expired, she just wanted to get the number ported beforehand.


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  Reply # 1612509 16-Aug-2016 14:34
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Yeah.... 2D spent a lot of money building automated provisioning processes for this stuff, which is great as long as the humans operate the way the computer has been setup to expect.

 

Deviation for common sense can't be built as a rule, but I would have thought the human involved would have been able to think and just make it happen. Clearly they are not allowed to - which shows how much authority has been taken away from the frontline - and its ended up costing the brand a shedload of goodwill. I've been on 2D since launch and have nearly 11 SIMs with them... would be a shame if it were lost.

 

 

 

It's good the situation was resolved but I expect it costs a lot more than $290 in faffing time.

 

 

 

I had a similar experience just recently with a NZ pizza chain. I don't really care for the brand but my youngest does.... the pizza was set with a tomato base after we said 'none'. But somewhere along the way the process broke. Instead of allowing common sense to apply to an item worth $5, the branch became bloody minded and refused to replace. Became nasty on confrontation, at which point common sense went out the window.

 

I was pretty annoyed and got in touch with the brand... GM NZ and I had an amicable convo, it's ended up costing that brand nearly 5 large pizzas and the exec time to fix. All for the sake of a fiver and not letting common sense reign.

 

 

 

 





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  Reply # 1612514 16-Aug-2016 14:38
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antoniosk: I had a similar experience just recently with a NZ pizza chain. I don't really care for the brand but my youngest does.... the pizza was set with a tomato base after we said 'none'. But somewhere along the way the process broke. Instead of allowing common sense to apply to an item worth $5, the branch became bloody minded and refused to replace. Became nasty on confrontation, at which point common sense went out the window.

 

I was pretty annoyed and got in touch with the brand... GM NZ and I had an amicable convo, it's ended up costing that brand nearly 5 large pizzas and the exec time to fix. All for the sake of a fiver and not letting common sense reign.

 

 

Not sure if it's the same chain, but our local Pizza Hut (which I am favouring more than other local and imported brands for quick takeways these days) was pretty good: ordered two pizzas, when I went to the store the person told me they had an extra pizza because the first one they made without one of the extra ingredients and I was welcome to take it with me for free if I wanted.





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