Not necessarily Telco's but I find a good way to get a response when the situation demands it is to write a snail mail letter using registered mail (that they have to sign for) addressed to their Legal Department (ie Att: Snr Legal Counsel, Legal Department).
Lawyers feel obligated to reply, and have some power over those they have to go to for the answers .. From: [email protected] [mailto:[email protected]] On Behalf Of Greg Harris Sent: Wednesday, 18 December 2013 12:30 PM To: ozDotNet Subject: Re: [OT] Taking iiNet to TIO One of the things I did on a similar problem (with an electricity supplier) was to request that all communications were in writing so I had a record. "Sorry Mr Harris, we can't do that" So the classic, can I talk to your manager and up a few layers, but still would not do it. So I asked to speak to the CEO, same "Sorry Mr Harris, we can't do that" So I looked up the email address of the CEO, not found, but I found about 25 other email addresses of others in the company and sent this email: Dear Recipient, As I have not been able to find Person's email address or a general complaints email address on your public web site and the on-line web form will not take this amount of text, I am forced into sending this email to every email address I can find on your web site and guessing at a few possible email addresses,. Would you please forward this email to Person Chief Executive Officer. Thank You. Dear Person, I am writing to you in frustration because I have not been able to resolve a matter through your customer service channel and am asking for your assistance to get this problem resolved. Our situation is ... Sent Sunday afternoon, response received that day, the quality of service was still shit, but mildly better shit. But at least I got all communications in writing from that point onwards. And I learned that there is an Electricity Ombudsman as well, because the department I was put through to was the one that deals with the Ombudsman. I think that the situation with resellers is that they are pushing the margins to the point that they can not afford to have a quality customer service department / process in place any more. So, we have to find ways to work around that. Good Luck On Wed, Dec 18, 2013 at 1:03 PM, Girish Madan <[email protected]> wrote: There has been mutiple issues that went on ever since i signed up the contract. They chose to over charge for 10 months and ignore everything else until i used the word TIO :) Since then, the complaint went 3 levels up and i was offered compensation ($149.70) which i accepted and tried to move on. Unfortunately, another issue came up the same evening i accepted compensation. I called them up again and returned the Credit they gave me and said i'm finally going to TIO. I asked them to send me all the call records and notes they had on my account as i want to use them in my complaint to TIO. Then came another twist, they are finally sending their techii (free of cost) to resolve issues and replace faulty hardware. I guess this is their last chance to get their service working. In between using the word TIO for the first time and them agreed to send their techii, they have already taken more than 3 weeks and few hours on the phone (around 15 phone calls i guess). At the end of they day, for iiNet it is a matter of treating their customer with contempt and charging them as much as they can but for me it has become a matter of principle. In case anyone is interested, the actual fight is for $310 here. I'm not paying even a single dollar unless told by TIO that it was my mistake to sign up with iiNet. Let's see what their techii comes up... I'll keep eveyone posted on the progress... Thanks for your comments On Wed, Dec 18, 2013 at 12:22 PM, Scott Barnes <[email protected]> wrote: I took iiNet to TIO due to my FTTH being basically slow. I knew at the end of the day the fault was with OptiComm but got sick of waiting a year for iiNet/OptiComm to fight it out on who's to blame. After i lodged the complaint, 4 days later my issue was not only resolved but my monthly quota was unlimited for that month AND my entire bill was credited I think around 40% for the date the first fault was lodged (which was nearly a year @ $150.00 - 40%) You're supposed to give them ample opportunity to resolve your fault and you inform them "i'm now going to TIO" and when that happens, they usually respond. --- Regards, Scott Barnes http://www.riagenic.com On Wed, Dec 18, 2013 at 11:15 AM, Greg Harris <[email protected]> wrote: I am pleased to hear that the TIO has some teeth now. In the mid 1990's I worked for one of the many telco resellers (long since merged into a bigger telco reseller several times). They had a way of dealing with notices from the Ombudsman, they were stacked in the corner of an office. When the stack was too high, they started another stack. There would have been many thousands of pages in those stacks. My understanding was no one ever did anything about the stack. On Wed, Dec 18, 2013 at 10:45 AM, Nathan Chere <[email protected]> wrote: A level 1 complaint costs them about $35. If the matter can't be resolved and is escalated, it then costs the defendant around $350 - a mandatory cost as part of being a TIO member. If the contract cancellation fee is anything less than $350, it makes more sense for them to waive the fee than let it escalate. If they still want to be dicks about it, the costs escalate rapidly from there - around $600 for a level 3 complaint and $2,500 for a level 4 complaint. In a nut shell, as soon as the TIO is involved it is in their best interest to pull their heads out of their asses and address your complaints properly instead of trying to bury it under 'process'. From: [email protected] [mailto:[email protected]] On Behalf Of David Connors Sent: Wednesday, 18 December 2013 10:20 AM To: ozDotNet Subject: Re: [OT] Taking iiNet to TIO On 17 December 2013 21:44, Girish Madan <[email protected]> wrote: Just wanted to ask if anyone had any experience in making a complaint against iiNet to TIO. I signed up on a 24 months Phone, ADSL and TV Combo at the start of this year. After 10 months of over charging my credit card, faulty hardware and extremely poor customer service, i've had enough and want to cancel the contract. Unsurprisingly, they want me to pay to cancel the contract even though i've already been paying for the service that didn't work for a while. I've done a TIO against Telstra around some phone number porting. You will find iiNet become suddenly very responsive when you file the TIO complaint - as soon as I filed the complaint I had a case manager in Telstra's internal special TIO response group who resolved it in 24 hrs. The carriers are graded by numbers of complaints and levied accordingly. They take it very seriously. David. Click here <https://www.mailcontrol.com/sr/MZbqvYs5QwJvpeaetUwhCQ==> to report this email as spam. This message has been scanned for malware by Websense. <http://www.websense.com/> www.websense.com No virus found in this message. Checked by AVG - www.avg.com Version: 2014.0.4259 / Virus Database: 3658/6928 - Release Date: 12/17/13
