On Thursday 23 February 2006 17:25, Andrew Errington wrote: *** snipped ***
Settle down for the night, I have a 18 month yarn to tell you with TC NZ. Settled ? Lets start, My wife in her infinate wisdom decided to pay TC extra for the month of Dec (think '03). In Jan we got an account that said $xxxx credit (after paying the bill). Feb account came it said $tttt to pay with $xxx credit $ yyyy was left to pay. Months passed and life was well till one day in august we got a voice message asking if the bill payer could ring TC. Wife dutifully rang only to be told she insn't the one who's name is on the bill (mine is). I rang and got told we owed $XXX for the last 90 days. We (wife and i went through our accounts - yup we have accounts going back yonks). we found the accounts that was spoken of and well lets say after @ 6 phone calls 3 emails (me saying we don't owe you anything) an help lass did some home work and proved to us that we did owe the money. Life was fine for 2 months then another call saying we were in the red again. around 6 phone calls and a couple more emails. I got a reply saying we owed (reducing of price to $11.90 then i phone and said no we don't and then another call to say it was $111.00 and me saying no. Finally i wanted to speak with a manager, Super was _very_ excited about this turn of events. It was suggested that i might want to speak with her in person (which i said yes to). I the mean time it was dropped to $89.00. then to Zero $$$. I'd threadened legal action, fair go, commerce commision (the big wet no good dept it is) spoke with Nick R (on this list about matter) then get a letter on the friday before going into see the supervisor that we owed Nothing and it was all a big mistake. story ends and we've lived happily with TC since. So it does pay to push back a bit as you never know what'll happen. > The alternative is to keep asking to speak to supervisors. I spoke to the > Head of Disconnections, threatening to leave my ISP as I was royally > pissed. He was very patient and helpful, and actually sorted out my > problem-of-the-time. > > It is a sad fact that griping here will have no effect. You must tell > someone who cares. Really. Complaining is an art, and to be successful > you need the following: > > 1) Know exactly what you are complaining about. Have figures, names, dates > and details to hand- write them down so you can refer to them later. Add > to them as things happen, and whilst you are in the process of complaining > on the phone. > 2) Know what you want to achieve as a resolution. This is often > overlooked- there's no point in complaining for the sake of it, you have to > know what you want. For example, if you know what the solution to this > particular problem, then demand (or rather, suggest most vehemently) that > it is implemented. If you think you can put a monetary figure on your > distress, suggest that you are compensated. > 3) Be polite. Most people on this list are tech-savvy, but when you are > talking to the front-line tech support staff then remember, these people > are used to talking to grannies who forgot their password, or people who > unplug their modems (or keyboards, or anything) and can't get on the > internet. They are not used to tech-types calling up as usually we solve > our own problems. If you are not getting anywhere then ask to speak to a > supervisor, but remember, these are people who are being paid to help you. > > Have fun! > > Andy
