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27 posts

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  Reply # 480484 13-Jun-2011 01:03
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Iv not gotten a email confirming that it has shipped or not.
So I take it as being it's still waiting to be picked up? But yes I will be double checking the date it was dispatched and picked up.

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  Reply # 480542 13-Jun-2011 10:09
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GH33:  To me it's not unreasonable for the retailer to charge a fee after you have purchased an item. It costs the business to reverse the transaction even before the item get dispatached. Say you purchased a LCD TV in Shop A, made the payment, arranged a time and date for delivery. 30mins later you decided not to buy the flat screen fom Shop A because you got a better deal from Shop B. It's not unreasonble for Shop A to charge you a fee to reverse the transaction. You can probably get away with it if you try to dispute it and make a big fuss about it as most of the retailers would rather absorb the cost for PR purposes. Each industry has its cost structure, another example would be the airline industry. When you booked a flight and made the payment, it's going to cost you to cancel your bookings. Again you can probably get away with it if you complained not because you have the right but to keep you happy and not go to the media lol.


We see it very differently then. In those circumstances what has it cost the shop if you change your mind in 30 mins of purchase? If they wouldn't refund and charged more than others for the same item, I would really avoid them at all costs as they would seem to be the biggest rip-off merchants!

And to go to your airline analogy, that's completely different. They have a finite amount of seats on a flight, and the 'non-refundable' tickets you speak are discounted tickets and are usually for a limited number of the seats on those flights. For someone to change their mind on the purchase of a discounted flight would mess up the airline business model for those discounted flights, but you specifically buy into that when you buy a discounted flight (and they make pains to remind you of that at every step). You can buy 'full price' tickets on airlines which are refundable and transferrable!

I agree though, if this item was shipped on Saturday there is no real issue that the normal returns procedure has to take place and the agreed to (as per the T&Cs) $20 charge has to be paid for returning the item. This is acceptable as 2degrees have incurred charges to courier the item. But this order was placed at a weekend (you know, those two days of the week that most companies don't consider to be business days!) and to call back on a Sunday morning, before your card has been charged, and request the order to be cancelled is not a big call for me! It seems a fair enough thing to do. As I said in an earlier post, if there was a problem with the payment I can't imagine they'd have just gone ahead and shipped it, they would have stopped it then, so why can't they stop it at the request of the purchaser!?

This is a big shame for me as I have always extolled the virtues of 2degrees, I have found them to be a progressive company in the NZ market and they didn't seem like they were the sort of company to act like this, but maybe as they are getting more established they are getting more confident and those things change! I am certain I will still recommend 2degrees as a provider, but think I will advise my friends to stay away from the online store! 
 

 
 
 
 


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  Reply # 480550 13-Jun-2011 10:20
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kiwipoet22: To make things a bit more clear

It was a prepaid account, so no contract. :-)





 

They are talking about the "contract" that exists between you the purchaser and 2degrees the seller, not the plan you will be using with the phone 

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  Reply # 480552 13-Jun-2011 10:31
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2degrees website that states:


Cancelling or changing your order.

When you make an order and get your order number, you have committed to buying the item(s) from the Online Shop. Having said that, we understand that sometimes people make mistakes. So if that happens, call us on 0800 022 022 straight away and we’ll do our best to fix any problems. As long as your order hasn’t been processed, we should be able to make any changes you need. We may even be able to cancel the transaction if that’s what needs to happen.


They may have a different idea of what processed means, but as the OPs card was not charged until after the phonecall to cancel the order, and well before shipment, most of us would believe that this order had not been processed yet!

 

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  Reply # 480553 13-Jun-2011 10:31
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Could you not cancel the Credit card transaction, based on the fact that you cancelled the order (this should be recorded in their system somewhere), and simply return the unopened item once you get it?

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  Reply # 480562 13-Jun-2011 10:50
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oxnsox: Could you not cancel the Credit card transaction, based on the fact that you cancelled the order (this should be recorded in their system somewhere), and simply return the unopened item once you get it?


"Changing you mind" isn't a valid reason for lodging a disputed transaction.  

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  Reply # 480564 13-Jun-2011 10:56
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sbiddle:
oxnsox: Could you not cancel the Credit card transaction, based on the fact that you cancelled the order (this should be recorded in their system somewhere), and simply return the unopened item once you get it?


"Changing you mind" isn't a valid reason for lodging a disputed transaction.  


True, but I'm sure a bank or credit card company would have issue with a card being charged after a request to cancel the order! 



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  Reply # 480566 13-Jun-2011 11:00
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The company are not willing to return the funds untill I return the pocket wifi(which I intend to send back the day it gets here) which I understand, to make sure they get the item back.

But given the fact it's Monday, 11am. Iv still not gotten a email confirming the order has shipped to me. I'm guessing that will arrive later on today when they ship it.

I find it hard to understand, why they won't cancel the order. I called them within 24 hours of making the order, it was a Sunday. I don't know of any companies in the world that ship items on a Sunday.

They put a hold on the $200 on Saturday, and then charged my card taking the $200 on Sunday afternoon after iv called them in the morning to cancel.
Usually when I order online(both NZ and overseas) companies put a hold on the card, but don't charge till the day it ships.

Their order system seems to be broken,
There is no way to track a online order, to find out what stage it's in.

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2degrees

  Reply # 480608 13-Jun-2011 13:05
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When you make an order and get your order number, you have committed to buying the item from the Online Shop. It's an automated process that allows our customers to place orders 24/7. To cancel an order you would need to call 0800 022022 straight away and we?ll do our best to fix it. However, if your order has already been processed, we may not be able to reverse this.

If you've got an order number please can you PM and I'll see what we can do.

Cheers
^POB

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  Reply # 480613 13-Jun-2011 13:25
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You should be thankful they are willing to do anything at all IMO.
Once you have clicked ?buy? you have contracted to purchase the item and 2Degrees has no obligation to offer you a refund, replacement, credit or anything like that. They are perfectly entitled to take your money and ship you the item.

The fact that they have offered to allow you to cancel the order for a fee of $20 is, in fact, very good. They have gone well above and beyond what the law requires for customers who change their mind.

And for those who say that they have incurred no cost, that is simply not true. Even though the item has not been couriered there will still be costs incurred in the picking and packing of the item which could quite easily happen within a few minutes of the receiving the order.

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  Reply # 480702 13-Jun-2011 18:28
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NonprayingMantis: The fact that they have offered to allow you to cancel the order for a fee of $20 is, in fact, very good. They have gone well above and beyond what the law requires for customers who change their mind.


It's not as if its a special offer as your post would suggest, it's part of their T&Cs.

2 Degrees Mobile Terms and Condition


Our “Change Your Mind Guarantee”.
We know that sometimes things arrive that aren’t quite what you wanted. So we’ve designed the “Change Your Mind Guarantee”. If you need to return a handset just call us within seven days of when you receive it. As long as it’s still all packaged up like new we’ll take it back with no questions asked. By “packaged up like new” we mean the handset is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact.

If you change your mind on a handset, you’ll need to get it back to us within 14 days of buying it. You’ll also need to include this completed form in your package. On it you’ll find all the information you need including our postal address and what you need to tell us when returning a handset.

There is a $20 fee that we need to charge for any handset that you choose to return. We’ll simply deduct this from the refund that we’ll make to your credit card once we’ve received and checked your handset. And just so you’re completely in the loop, we’ll also give you a call to confirm everything.

If you return a handset that we don’t consider to be “packaged up like new”, we won’t be able to refund you. Instead we’ll give you a call and we’ll also pay for the handset to be sent back to you.

Unfortunately, the “Change Your Mind Guarantee” doesn’t apply to SIM cards.

and

Cancelling or changing your order.
When you make an order and get your order number, you have committed to buying the item(s) from the Online Shop. Having said that, we understand that sometimes people make mistakes. So if that happens, call us on 0800 022 022 straight away and we’ll do our best to fix any problems. As long as your order hasn’t been processed, we should be able to make any changes you need. We may even be able to cancel the transaction if that’s what needs to happen.
 

It kind of comes to what they considered an order being processed is! As 2degreescare says the ordering process is automated so people can order 24/7 I would imagine it would be impossible to stop an order as surely it will always be processed immediately!? Personally I would consider the order being processed would be when the item is ready for shipping.

I would bet the item wasn't picked, packed and shipped within the time of the order being placed on late Saturday afternoon and the call to 2degrees customer service on Sunday morning. Of course I could be wrong.
 

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  Reply # 480703 13-Jun-2011 18:33
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2DegreesCare: When you make an order and get your order number, you have committed to buying the item from the Online Shop. It's an automated process that allows our customers to place orders 24/7. To cancel an order you would need to call 0800 022022 straight away and we?ll do our best to fix it. However, if your order has already been processed, we may not be able to reverse this.

If you've got an order number please can you PM and I'll see what we can do.

Cheers
^POB


As always with these things they go quiet. I am interested if 2degreescare has been able to help and if this has been resolved? 



27 posts

Geek


  Reply # 480706 13-Jun-2011 18:40
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Teeps:
2DegreesCare: When you make an order and get your order number, you have committed to buying the item from the Online Shop. It's an automated process that allows our customers to place orders 24/7. To cancel an order you would need to call 0800 022022 straight away and we?ll do our best to fix it. However, if your order has already been processed, we may not be able to reverse this.

If you've got an order number please can you PM and I'll see what we can do.

Cheers
^POB


As always with these things they go quiet. I am interested if 2degreescare has been able to help and if this has been resolved??


They tried to help, I think.

They emailed me back, saying it was to late to stop the order because it had already been processed.
But I'm still let to receive a email from them confirming that it's been shipped.

I'm finding it hard to understand, how they can't stop a order and cancel it.
When it's not even left them?


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  Reply # 480712 13-Jun-2011 18:59
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kiwipoet22:
I'm finding it hard to understand, how they can't stop a order and cancel it.
When it's not even left them?


It depends on their departmental interlinks (or lack of) ... it's not that simple for a big company.

For example in Australia when I decided to return my broken T-Box I had to deal with tens of layers of departments which apparently don't talk to or see each other:

call a customer service person who is sitting at a desk -
she calls the billing person at another office -
the billing person needs to contact T-Box officer at another office in another state -
the T-Box person says when I returned my T-Box it was dealt with by a contractor company which has 100% zero phone/computer/paper link with Telstra ... wait until that contractor contact T-Box and T-Box will contact Billing to sort out refund ... took about 5 months but got my money back.


As with 2d ... it depends on how easy it is to "see" your order and then stop it. The rep you spoke to on the phone isn't the one who wraps up the stick and send it to you ... him/her trying to tell a phantom at another warehouse to NOT SEND one out of say 1,000 items ready to be sent will be a remarkable feat.    


Good luck!              

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  Reply # 480716 13-Jun-2011 19:11
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Teeps:
NonprayingMantis: The fact that they have offered to allow you to cancel the order for a fee of $20 is, in fact, very good. They have gone well above and beyond what the law requires for customers who change their mind.


It's not as if its a special offer as your post would suggest, it's part of their T&Cs.

2 Degrees Mobile Terms and Condition


Our “Change Your Mind Guarantee”.
We know that sometimes things arrive that aren’t quite what you wanted. So we’ve designed the “Change Your Mind Guarantee”. If you need to return a handset just call us within seven days of when you receive it. As long as it’s still all packaged up like new we’ll take it back with no questions asked. By “packaged up like new” we mean the handset is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact.

If you change your mind on a handset, you’ll need to get it back to us within 14 days of buying it. You’ll also need to include this completed form in your package. On it you’ll find all the information you need including our postal address and what you need to tell us when returning a handset.

There is a $20 fee that we need to charge for any handset that you choose to return. We’ll simply deduct this from the refund that we’ll make to your credit card once we’ve received and checked your handset. And just so you’re completely in the loop, we’ll also give you a call to confirm everything.

If you return a handset that we don’t consider to be “packaged up like new”, we won’t be able to refund you. Instead we’ll give you a call and we’ll also pay for the handset to be sent back to you.

Unfortunately, the “Change Your Mind Guarantee” doesn’t apply to SIM cards.

and

Cancelling or changing your order.
When you make an order and get your order number, you have committed to buying the item(s) from the Online Shop. Having said that, we understand that sometimes people make mistakes. So if that happens, call us on 0800 022 022 straight away and we’ll do our best to fix any problems. As long as your order hasn’t been processed, we should be able to make any changes you need. We may even be able to cancel the transaction if that’s what needs to happen.
 

It kind of comes to what they considered an order being processed is! As 2degreescare says the ordering process is automated so people can order 24/7 I would imagine it would be impossible to stop an order as surely it will always be processed immediately!? Personally I would consider the order being processed would be when the item is ready for shipping.

I would bet the item wasn't picked, packed and shipped within the time of the order being placed on late Saturday afternoon and the call to 2degrees customer service on Sunday morning. Of course I could be wrong.
 


the Ts and Cs clearly state their is a $20 charge for 'change of mind' and that if you want to cancel an order they MIGHT be able to do it for you to avoid the $20 fee. In this situation you were too late to cancel the order and so the $20 fee applies.
And it's not like you changed your mind within minutes of placing the order, it was the following day when your 'friend' told you he bought you one, so the order could quite easily have been picked and packed (which costs money) by that point. Many warehouses operate overnight doing picking and packing so the day can be used for receiving shipments.
I really don't see the problem.  2Degrees operat beyond what the law requires and did exactly to what they promise in the Ts and Cs.


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