If you are thinking of going with Telecom for anything. My advice to you is ... Don't! I've had nothing but trouble for the last 7 months.
It started when I moved to the South Island 7 months ago. Moved into my brand new home. At the time I had only had a cellphone with them on a $30 a month plan for the last 6 months, as I had been housesitting since my home and telephone account had been closed when my house was sold.
When I moved into my new house, I contacted them about telephone and broadband. I took out a 20gb plan which enabled me free toll calls. I also cancelled my cellphone plan, and asked to go back to $10 for 500 free texts charged to my phone bill each month. So this should be approximately $140 to $150 each month.
My first phone bill I got was closer to $200. I looked only to find that they were charging me for toll calls around the country. A phone call and they credited me with the toll calls and told me they had adjusted my phone bill.
Never believe anything they say.
The following month the phone bill I got was again $200. Yes - they had put the credit through, but had forgotten to adjust the bill to the correct plan AGAIN. Another phone call, and another credit. They actually fixed that part.
Still my bill came up expensive. More phone calls but nothing was resolved. Finally I sat down with it and realised that I was still paying $30 for my cellphone plan, and they were charging me for all my texts when they should have been part of the $10.
Another phone call - they agreed to credit me $160, and adjusted my payment for that month to $18. My $18 payment duly went through. I got my next phone bill to find my $18 payment had gone through, but the $160 credit hadn't. Adding on yet another $191 bill meant my new amount to pay was $351.00.
Yes - you guessed it, not only thad they NOT put the $160 credit through, but they had ALSO NOT adjusted the cellphone plan back to $10, and I was still paying for all the texts.
I rang themn AGAIN. They ASSURED me that the $160 was going to go through, that they will change the bill, and I would be credited another $30, and I would pay on $170 when the money goes out of my account.
WRONG. The full $351.84 went out of my account which made me go overdrawn this time, which incurred a further $6 of bank charges.
WTF? I gather that this bill probably hasn't been adjusted either. I've sent an onine complaint and I have no idea when it will be seen to. I am absolutely sick of the inconvenience and the run around. I'm seriously thinking of changing providers.
So - DON'T USE TELECOM - they're are nothing but inconvenience and trouble, and are continually overcharging me. They need to get it right, and get it right the first time.
Any suggestions would be gratefully received as to how I can make them stand up and fix my problems!! It's bad enough having to ring them, but when your hearing isn't that good anyway - it's even worse.
Showing posts with label Deaf Unfriendly Companies. Show all posts
Showing posts with label Deaf Unfriendly Companies. Show all posts
Tuesday, October 5, 2010
Saturday, February 28, 2009
Finally - The Legal Opinion
ACC sought a legal opinion from Bruce Corkill QC based on Phil Birds report. QC stands for Queen's Counsel - so as far as legal matters are concerned in New Zealand - that's pretty high up. Again I've had to upload them as images. If you need to make your screen bigger so you can read it, you can hold down ctrl and press the + key several times, or you can just double click on a portion of the text which will open them up so you can read it on a bigger but separate screen.
Based on this information - although I think there are a few thigs that aren't correct in these documents, I don't think I have a leg to stand on fighting it, as it boils down to scar tissue pulling the electrodes out.
Based on this information - although I think there are a few thigs that aren't correct in these documents, I don't think I have a leg to stand on fighting it, as it boils down to scar tissue pulling the electrodes out.
The Outside Independent Surgeon's Report to ACC...
This is what the Cochlear implant specialist said in his report to ACC. Unfortuantely I wasn't able to cut and paste text but had to upload them as images as it was a scanned document.
ACC Declined Funding for my Cochlear Reimplantation
Ugh.
It happened. ACC denied me funding to fix my defunct, not working Cochlear Implant. It didn't come as a surprise - I had had a really bad feeling about ACC right from the beginning. Probably not helped by the case worker who had been trying to PHONE me despite me putting on my forms that I was unable to hear on the phone!!!
Anyway - their letter verbatim......
We’re sorry, we can’t approve your claim
We’ve been told you were injured on 12/11/2008 while being treated by a health professional. After careful consideration, we’re sorry to say your claim has not been approved.
Why we can’t approve your claim
We’re unable to approve your claim because it does not meet the criteria for a treatment injury.
It goes on to say...
For ACC to approve cover for a treatment injury claim, the following must apply:
*There must have been a personal injury, which occurred when you were seeking or receiving treatment from, or at the direction of, one or more registered health professionals
*The personal injury occurred as part of treatment
*The treatment can be shown to have directly caused the personal injury; and
*The personal injury is not excluded from cover (for example, the injury must not have been mainly due to an existing underlying condition)
The following condition was not identified as being related to treatment in this case:
*Failure of the right Cochlear implant
This is because:
*The treatment you received did not directly cause the condition in question.
A report from the surgeon Mr R Gunn states “At the re-implantation procedure, Robyn was found to have some fibrous scar tissue in the cochlea, and it was only possible to insert 17 of the 22 electrodes. A post-operative x-ray showed that the electrode was well in position”.
In recent months you have had a progressive deterioration in your hearing and non-auditory symptoms which is said to be due to the stimulation of the more proximal electrodes. More and more electrodes have needed to be switched off to eliminate the non-auditory symptoms, so your hearing has deteriorated accordingly.
An x-ray of the implant in late October 2008 confirmed that the implant array has been progressively migrating out of the cochlea. Mr Gunn states “we assume that this is occurring because of scar tissue contraction within the mastoid bone, through which the electrode passes in between the internal receiver/stimulator unit and the intra-cochlear electrode array. This is an unusual complication which has been reported by some cochlear implant clinics elsewhere”.
The claim has been lodged to replace the implant.
Mr Gunn further comments that the migration of the electrode out of the ear “is certainly not simply a function of a disappointing result from the implant replacement operation”.
The underlying hearing loss was present prior to the cochlear implant but you were “hearing very well with her new cochlear implant until the electrode migrated out”.
This is considered to be a rare but already reported complication in some overseas cochlear implant clinics.
External Clinical Advice was obtained by ACC from the ENT surgeon Mr Philip Bird, who specialises in cochlear implant surgery. Mr Bird states that in terms of a physical injury “…the implant itself is not damaged but the electrode has been displaced, possibly by contraction of scar tissue. The extrusion of the electrode meant that the implant is no longer effective. In this respect I think is almost certainly a physical injury given that the device has not been damaged per se. Scar tissue causing migration of the implant necessitating further surgery is not a necessary consequence of surgery. It has certainly been described and is incredibly rare both in the New Zealand experience and the overseas literature”. In fact he notes the incidence is a fraction of 1%.
Legal ECA from Mr Bruce Corkill, QC Barrister. Mr Corkill states:
With regards to a physical injury he states “In the circumstances of this case, the medical evidence is that a physical injury has occurred, namely the scar tissue which is having a critical impact on the implant. However, there is no evidence as to how the scarring was caused – which it would be essential to have if the scarring were to be regarded as a personal injury.”
He goes on to state that with regards to the physical injury being caused by treatment – “The final and critical question is whether that “treatment” is causing the “personal injury”. “Here, it appears that the reverse has occurred. It is the scar tissue which is causing the failure of the implant. On those grounds, then, it is not possible to conclude that there is a treatment injury here, unless it can be shown that the failure of the implant is in some way causing the scarring.”
Claims about scars as personal injuries caused by treatment provided by or the direction of one or more registered health professionals have been the subject of many previous claims over the years. Scars have long been determined to not be personal injuries caused by treatment.
A scar that results from the healed surgical incision is part of the healing process of the body. A scar can grow in claw-like manner into normal skin or other internal body parts such as the ear.
A scar is not a personal injury caused by treatment under the treatment injury provisions. It is the host body’s ordinary mechanism to heal wounds that are the cause of a scar. The incisional wound is a necessary part of the treatment.
The Complex Claims Panel concurred to decline the claim for cover.
*Based on the medical information available, ACC considers that failure of the right Cochlear Implant is not an injury caused by treatment. The desired results have not been achieved in this case. Additionally an injury caused by treatment cannot be found. Accordingly the claim for cover is declined.
So that's it in a nutshell - No reimplantation for me as yet. Funding will have to be found elsewhere to go ahead.
It happened. ACC denied me funding to fix my defunct, not working Cochlear Implant. It didn't come as a surprise - I had had a really bad feeling about ACC right from the beginning. Probably not helped by the case worker who had been trying to PHONE me despite me putting on my forms that I was unable to hear on the phone!!!
Anyway - their letter verbatim......
We’re sorry, we can’t approve your claim
We’ve been told you were injured on 12/11/2008 while being treated by a health professional. After careful consideration, we’re sorry to say your claim has not been approved.
Why we can’t approve your claim
We’re unable to approve your claim because it does not meet the criteria for a treatment injury.
It goes on to say...
For ACC to approve cover for a treatment injury claim, the following must apply:
*There must have been a personal injury, which occurred when you were seeking or receiving treatment from, or at the direction of, one or more registered health professionals
*The personal injury occurred as part of treatment
*The treatment can be shown to have directly caused the personal injury; and
*The personal injury is not excluded from cover (for example, the injury must not have been mainly due to an existing underlying condition)
The following condition was not identified as being related to treatment in this case:
*Failure of the right Cochlear implant
This is because:
*The treatment you received did not directly cause the condition in question.
A report from the surgeon Mr R Gunn states “At the re-implantation procedure, Robyn was found to have some fibrous scar tissue in the cochlea, and it was only possible to insert 17 of the 22 electrodes. A post-operative x-ray showed that the electrode was well in position”.
In recent months you have had a progressive deterioration in your hearing and non-auditory symptoms which is said to be due to the stimulation of the more proximal electrodes. More and more electrodes have needed to be switched off to eliminate the non-auditory symptoms, so your hearing has deteriorated accordingly.
An x-ray of the implant in late October 2008 confirmed that the implant array has been progressively migrating out of the cochlea. Mr Gunn states “we assume that this is occurring because of scar tissue contraction within the mastoid bone, through which the electrode passes in between the internal receiver/stimulator unit and the intra-cochlear electrode array. This is an unusual complication which has been reported by some cochlear implant clinics elsewhere”.
The claim has been lodged to replace the implant.
Mr Gunn further comments that the migration of the electrode out of the ear “is certainly not simply a function of a disappointing result from the implant replacement operation”.
The underlying hearing loss was present prior to the cochlear implant but you were “hearing very well with her new cochlear implant until the electrode migrated out”.
This is considered to be a rare but already reported complication in some overseas cochlear implant clinics.
External Clinical Advice was obtained by ACC from the ENT surgeon Mr Philip Bird, who specialises in cochlear implant surgery. Mr Bird states that in terms of a physical injury “…the implant itself is not damaged but the electrode has been displaced, possibly by contraction of scar tissue. The extrusion of the electrode meant that the implant is no longer effective. In this respect I think is almost certainly a physical injury given that the device has not been damaged per se. Scar tissue causing migration of the implant necessitating further surgery is not a necessary consequence of surgery. It has certainly been described and is incredibly rare both in the New Zealand experience and the overseas literature”. In fact he notes the incidence is a fraction of 1%.
Legal ECA from Mr Bruce Corkill, QC Barrister. Mr Corkill states:
With regards to a physical injury he states “In the circumstances of this case, the medical evidence is that a physical injury has occurred, namely the scar tissue which is having a critical impact on the implant. However, there is no evidence as to how the scarring was caused – which it would be essential to have if the scarring were to be regarded as a personal injury.”
He goes on to state that with regards to the physical injury being caused by treatment – “The final and critical question is whether that “treatment” is causing the “personal injury”. “Here, it appears that the reverse has occurred. It is the scar tissue which is causing the failure of the implant. On those grounds, then, it is not possible to conclude that there is a treatment injury here, unless it can be shown that the failure of the implant is in some way causing the scarring.”
Claims about scars as personal injuries caused by treatment provided by or the direction of one or more registered health professionals have been the subject of many previous claims over the years. Scars have long been determined to not be personal injuries caused by treatment.
A scar that results from the healed surgical incision is part of the healing process of the body. A scar can grow in claw-like manner into normal skin or other internal body parts such as the ear.
A scar is not a personal injury caused by treatment under the treatment injury provisions. It is the host body’s ordinary mechanism to heal wounds that are the cause of a scar. The incisional wound is a necessary part of the treatment.
The Complex Claims Panel concurred to decline the claim for cover.
*Based on the medical information available, ACC considers that failure of the right Cochlear Implant is not an injury caused by treatment. The desired results have not been achieved in this case. Additionally an injury caused by treatment cannot be found. Accordingly the claim for cover is declined.
So that's it in a nutshell - No reimplantation for me as yet. Funding will have to be found elsewhere to go ahead.
Thursday, November 27, 2008
Vodaphone Answered - 12 Days Later!
Here is their reply to me...
Hello Robyn,
I have discussed your case with my manager.
We have come to a conclusion stating that we would be able to provide you with $10 off your broadband service if your home phone line rental is with us .Since your home phone line is with a different provider you are currently paying $50 for your broadband service. If your home phone line rental is through us you will be eligible for a $10 direct dial discount, Hence your broadband service will be charged at $40 and your home phone line rental will cost you $42.50 inclusive of GST. We have decided that at this stage if you decide to bring your home phone line rental to us we will provide you with 3 months of free double your data. We will not be able to extend this offer at the moment but there could be newer plans or promotions sometime next year.
Alternatively you could also check out the ideal pack we offer. Below is the link to the ideal pack.
http://www.vodafone.co.nz/home-phone-and-broadband/bundles/ideal-pack.jsp
We also have the double your data option.
How much does it cost?
*
Double your data on the easy pack (get another 1GB) - $5 per block( same for broadband 1)
*
Double your data on the ideal pack (get another 5GB) - $10 per block( same for broadband 2)
*
Double your data on the ultimate pack (get another 20GB) - $30 per block
Please let us know in what you would like to do.
If there are any other further queries please respond back to this email.
Kind regards,
Vivek George
and here is my reply to them....
Dear Vivek George,
Well,
This doesn’t really suit. For one – I have phone two lines, not 1. Someone else uses the telecom line and that can’t be changed.
Telecom, Orcon, maxnet, Xnet are all offering 10gb data plans at the same price that you offer me only 5. I can go to any of those companies RIGHT NOW, and get 10gb of data allowance for the same price I’m paying you now for only 5gb. Your double your data plan only gives me 3 months. I need something more long term than that. ONLY one of those companies want my phone for that, and that’s Telecom, of which I already have my phone with – the others don’t care, and I still get MORE data allowance for the same price.
Why should I have to move my phone to you when I can’t USE a phone to get that discount. That is simply discrimination – I CANNOT use a phone so why do I need to change it? I realise you are not the only broadband company that is offering discounts like this, but when it comes to DEAF customers, it really does smack of discrimination. I don’t actually want a phone. The only reason I have it is because I need broadband. You need to start thinking laterally and offer customers what THEY want, not what YOU want them to have. AND have a pro-rata price plan accordingly.
Not only this – your customer service leaves a lot to be desired. Firstly, it took 10 days to answer my original query. Your reason for being late is simply not good enough. Vodafone is supposed to be a leading telecommunications company, specializing in broadband/internet which actually encompasses email, and both the auto response emails full of useless and conflicting information makes you look unprofessional. Secondly, I’m sorry, but 10 days to answer an email ? There is simply no excuse whatsoever. Further, when you replied to me 2 days ago, you said you would get back to me that night, or at the very latest the next morning. You did not keep that promise and took another 48 hours to respond. Again, that is simply not good enough. If you put something in writing to a customer, then that is what the customer expects, and then when it doesn’t happen, then the person/company that comes off looking stupid when it doesn’t happen, it once again looks totally unprofessional.
Like many ihug customers, I see that the time has come to move companies. You are simply not being competitive enough, both with correspondence or data plans. Further, you need a help desk that actually helps people. In New Zealand there are approximately 200,000 people that are deaf and hearing impaired, that a). either can’t hear well enough to get through your 0800 number phones, and/or b). need to contact you through email. Yet you treat these people as second class citizens, by not catering to their needs, by not responding to emails. We expect equal opportunities and equal access. So an email/fax/letter is like a phone call to us.
Perhaps you should give a dedicated email address for deaf/hearing impaired customers so that they can access your company.
I would like to see this complaint go further, not just to your case manager but higher up the chain. So to make sure this happens, I will be printing off this, and posting it in to the CEO of Vodafone, with copies to the local papers, and to the Deaf Association of New Zealand.
Robyn Carter
Hello Robyn,
I have discussed your case with my manager.
We have come to a conclusion stating that we would be able to provide you with $10 off your broadband service if your home phone line rental is with us .Since your home phone line is with a different provider you are currently paying $50 for your broadband service. If your home phone line rental is through us you will be eligible for a $10 direct dial discount, Hence your broadband service will be charged at $40 and your home phone line rental will cost you $42.50 inclusive of GST. We have decided that at this stage if you decide to bring your home phone line rental to us we will provide you with 3 months of free double your data. We will not be able to extend this offer at the moment but there could be newer plans or promotions sometime next year.
Alternatively you could also check out the ideal pack we offer. Below is the link to the ideal pack.
http://www.vodafone.co.nz/home-phone-and-broadband/bundles/ideal-pack.jsp
We also have the double your data option.
How much does it cost?
*
Double your data on the easy pack (get another 1GB) - $5 per block( same for broadband 1)
*
Double your data on the ideal pack (get another 5GB) - $10 per block( same for broadband 2)
*
Double your data on the ultimate pack (get another 20GB) - $30 per block
Please let us know in what you would like to do.
If there are any other further queries please respond back to this email.
Kind regards,
Vivek George
and here is my reply to them....
Dear Vivek George,
Well,
This doesn’t really suit. For one – I have phone two lines, not 1. Someone else uses the telecom line and that can’t be changed.
Telecom, Orcon, maxnet, Xnet are all offering 10gb data plans at the same price that you offer me only 5. I can go to any of those companies RIGHT NOW, and get 10gb of data allowance for the same price I’m paying you now for only 5gb. Your double your data plan only gives me 3 months. I need something more long term than that. ONLY one of those companies want my phone for that, and that’s Telecom, of which I already have my phone with – the others don’t care, and I still get MORE data allowance for the same price.
Why should I have to move my phone to you when I can’t USE a phone to get that discount. That is simply discrimination – I CANNOT use a phone so why do I need to change it? I realise you are not the only broadband company that is offering discounts like this, but when it comes to DEAF customers, it really does smack of discrimination. I don’t actually want a phone. The only reason I have it is because I need broadband. You need to start thinking laterally and offer customers what THEY want, not what YOU want them to have. AND have a pro-rata price plan accordingly.
Not only this – your customer service leaves a lot to be desired. Firstly, it took 10 days to answer my original query. Your reason for being late is simply not good enough. Vodafone is supposed to be a leading telecommunications company, specializing in broadband/internet which actually encompasses email, and both the auto response emails full of useless and conflicting information makes you look unprofessional. Secondly, I’m sorry, but 10 days to answer an email ? There is simply no excuse whatsoever. Further, when you replied to me 2 days ago, you said you would get back to me that night, or at the very latest the next morning. You did not keep that promise and took another 48 hours to respond. Again, that is simply not good enough. If you put something in writing to a customer, then that is what the customer expects, and then when it doesn’t happen, then the person/company that comes off looking stupid when it doesn’t happen, it once again looks totally unprofessional.
Like many ihug customers, I see that the time has come to move companies. You are simply not being competitive enough, both with correspondence or data plans. Further, you need a help desk that actually helps people. In New Zealand there are approximately 200,000 people that are deaf and hearing impaired, that a). either can’t hear well enough to get through your 0800 number phones, and/or b). need to contact you through email. Yet you treat these people as second class citizens, by not catering to their needs, by not responding to emails. We expect equal opportunities and equal access. So an email/fax/letter is like a phone call to us.
Perhaps you should give a dedicated email address for deaf/hearing impaired customers so that they can access your company.
I would like to see this complaint go further, not just to your case manager but higher up the chain. So to make sure this happens, I will be printing off this, and posting it in to the CEO of Vodafone, with copies to the local papers, and to the Deaf Association of New Zealand.
Robyn Carter
Tuesday, November 25, 2008
VODAFONE SUCKS
It's now been 10 days since my original email to vodafone. Since then I've sent another three, one to a vodafone manager.
Nothing. Nada. Zip - they haven't bothered replying to anything.
What's the point in paying a company when you get no service? How can I force them to answer my queries? They obviously don't care about their customers, or their customers needs whatsoever.
I've also contacted Fair Go - NZ's consumer rights TV programme, and I'm about to do it again.
Vodafone - SHAME ON YOU. I can't make a phone call - I cannot hear on the phone. - Your helpdesk is so unprofessional that it doesn't reply to any queries. You're in the business of technology - internet, email - now why can't you actually use your technology to answer a simple query. 10 days is simply not good enough for a reply. Especially for 4 emails.
You suck bigtime.
Actually - they just sent me another autoresponse email to say that they are experiencing delays and that I will be contacted in the next 10 days. What an absolutel JOKE! I contacted them over 10 days ago, and I haven't had a reply yet.
They should change their auto response to...
Don't bother using this website as we won't reply to you!!!
Time to contact Telecom I think.
Cheers
Robyn
Nothing. Nada. Zip - they haven't bothered replying to anything.
What's the point in paying a company when you get no service? How can I force them to answer my queries? They obviously don't care about their customers, or their customers needs whatsoever.
I've also contacted Fair Go - NZ's consumer rights TV programme, and I'm about to do it again.
Vodafone - SHAME ON YOU. I can't make a phone call - I cannot hear on the phone. - Your helpdesk is so unprofessional that it doesn't reply to any queries. You're in the business of technology - internet, email - now why can't you actually use your technology to answer a simple query. 10 days is simply not good enough for a reply. Especially for 4 emails.
You suck bigtime.
Actually - they just sent me another autoresponse email to say that they are experiencing delays and that I will be contacted in the next 10 days. What an absolutel JOKE! I contacted them over 10 days ago, and I haven't had a reply yet.
They should change their auto response to...
Don't bother using this website as we won't reply to you!!!
Time to contact Telecom I think.
Cheers
Robyn
Friday, November 21, 2008
Vodafone - Shame - Another Deaf Unfriendly Company
I'm not very happy with Vodafone. I have to deal with them because ihug (Internet Home Users Group), sold themselves to them. When it was ihug, I had a great service there, if I ever needed help, I used to email someone, and give my MSN details and a helpdesk attendee would add me and we would sort the problem via msn, seeing I couldn't hear on the phone. This was fantastic and a service all companies should offer to deaf clients.
Anyway - Vodafone is now my provider of Broadband services. I don't like their plans, they favour phone users - if you take phone and tolls out with them, then you can get cheaper broadband. Well - what about the people who can't use phone and tolls and dont want them? Their data allowance plans are funny too. They have 1gb, 3gb an 5gb data allowances, but then the next one is 20gb. Well - how about a 10gb plan? Something in the middle. But no.
Anyway - I looged onto the Telecom Broadband services and notice they're offering a 10gb plan for the same price as I'm paying for a 5gb plan at Vodafone.
So before changing, I decided to contact Vodafone to ask what they could do for me, a long time user since 1996. They probably don't care as they only bought the company recently, but those existing users are important, as that is what was in their purchase price, and if they don't cater for the existing customers, then they will lose them.
Anyway - I sent the email last weekend and got an automated reply. This reply was really weird. First it said...
Do NOT REPLY TO THIS MESSAGE. This email message was sent from a notification-only address that cannot accept incoming email.
If you need to add information, or cancel your question, you can do so through the 'My Help' section of this site.
Okay - automated response. I can live with that. The next part of of the email starting to be a bit weird. Firstly, it was filed under a separate heading called 'auto response'.
Dear Robyn,
Thank you for your feedback.
We are extremely grateful that you have taken the time to contact us with this feedback. This will be channelled to the appropriate department(s). Please keep in mind that they may not be able to contact you directly.
Well - why won't they be able to contact me directly? I furnished my email address didn't I? Most companies have email, and if you didn't forward it that on to the department - then why didn't you?
But now comes the really weird stuff....
In the spirit of the Silly Season our secret santa gifts are intended to make customers smile by celebrating great things about summer and the silly season.
Whether it is because of an amusing phrase on a fridge magnet, a fun colour on a beach towel or a weekend away to a sunny part of New Zealand.
The gifts are allocated entirely randomly. They range from the silly to the spectacular and we feel that each of the gifts embody something fun and friendly.
Well - what does this have to do with my data allowance. I have no idea what sort of Santa gifts the company is offering, and quite frankly, I would rather the company spend their money on a decent helpdesk service that could cater for the likes of me. And - why would I want to know about this in an auto response email - it doesn't make any sense whatsoever for me. If you really want to send me a gift - send me money, or offer me a free month of Broadband, or extra data allowance.
Finally, the ended with this little gem...
If you have any further questions please reply to this email or call our Customer Contact Centre on 777 from your Vodafone mobile or 0800 800 021 from any other phone. From overseas you can contact us on +64 9 355 2007.
Yours sincerely
Vodafone Customer Support
Well - WTF??? Please reply to this email??? Didn't they say up the top of the email DO NOT REPLY TO THIS MESSAGE?? This makes the company look really dumb and unprofessional in my eyes. We're dealing with idiots!!
To date - I have NOT had a reply back from my query. At all. Nada. Zip. I have waited 5 days. And NO I cannot ring their 0800 numbers or any other number they state. If they're going to offer an email service for customers - then they need to use it and treat them as important like a phone call.
Come on Vodafone - you are so Deaf unfriendly. It's time to pull yourself together and work for your customers.
I have been onto the website again under the 'My Help' section and there is NO, absolutely no reply to my request for help. Useless - why does it take 5 days to reply to an email?
Anyway - Vodafone is now my provider of Broadband services. I don't like their plans, they favour phone users - if you take phone and tolls out with them, then you can get cheaper broadband. Well - what about the people who can't use phone and tolls and dont want them? Their data allowance plans are funny too. They have 1gb, 3gb an 5gb data allowances, but then the next one is 20gb. Well - how about a 10gb plan? Something in the middle. But no.
Anyway - I looged onto the Telecom Broadband services and notice they're offering a 10gb plan for the same price as I'm paying for a 5gb plan at Vodafone.
So before changing, I decided to contact Vodafone to ask what they could do for me, a long time user since 1996. They probably don't care as they only bought the company recently, but those existing users are important, as that is what was in their purchase price, and if they don't cater for the existing customers, then they will lose them.
Anyway - I sent the email last weekend and got an automated reply. This reply was really weird. First it said...
Do NOT REPLY TO THIS MESSAGE. This email message was sent from a notification-only address that cannot accept incoming email.
If you need to add information, or cancel your question, you can do so through the 'My Help' section of this site.
Okay - automated response. I can live with that. The next part of of the email starting to be a bit weird. Firstly, it was filed under a separate heading called 'auto response'.
Dear Robyn,
Thank you for your feedback.
We are extremely grateful that you have taken the time to contact us with this feedback. This will be channelled to the appropriate department(s). Please keep in mind that they may not be able to contact you directly.
Well - why won't they be able to contact me directly? I furnished my email address didn't I? Most companies have email, and if you didn't forward it that on to the department - then why didn't you?
But now comes the really weird stuff....
In the spirit of the Silly Season our secret santa gifts are intended to make customers smile by celebrating great things about summer and the silly season.
Whether it is because of an amusing phrase on a fridge magnet, a fun colour on a beach towel or a weekend away to a sunny part of New Zealand.
The gifts are allocated entirely randomly. They range from the silly to the spectacular and we feel that each of the gifts embody something fun and friendly.
Well - what does this have to do with my data allowance. I have no idea what sort of Santa gifts the company is offering, and quite frankly, I would rather the company spend their money on a decent helpdesk service that could cater for the likes of me. And - why would I want to know about this in an auto response email - it doesn't make any sense whatsoever for me. If you really want to send me a gift - send me money, or offer me a free month of Broadband, or extra data allowance.
Finally, the ended with this little gem...
If you have any further questions please reply to this email or call our Customer Contact Centre on 777 from your Vodafone mobile or 0800 800 021 from any other phone. From overseas you can contact us on +64 9 355 2007.
Yours sincerely
Vodafone Customer Support
Well - WTF??? Please reply to this email??? Didn't they say up the top of the email DO NOT REPLY TO THIS MESSAGE?? This makes the company look really dumb and unprofessional in my eyes. We're dealing with idiots!!
To date - I have NOT had a reply back from my query. At all. Nada. Zip. I have waited 5 days. And NO I cannot ring their 0800 numbers or any other number they state. If they're going to offer an email service for customers - then they need to use it and treat them as important like a phone call.
Come on Vodafone - you are so Deaf unfriendly. It's time to pull yourself together and work for your customers.
I have been onto the website again under the 'My Help' section and there is NO, absolutely no reply to my request for help. Useless - why does it take 5 days to reply to an email?
Thursday, October 23, 2008
Bank of New Zealand (BNZ) - Deaf Unfriendly
I'm incensed. I'm spitting tacks.
On Monday I got a standard letter from the BNZ Bank.
I got onto the BNZ website and in an email, told them I was profoundly deaf, couldn't hear on the phone, but DIDN'T want the increase of credit limit.
Their answer - they couldn't verify my account over the internet so therefore I would have to go into the branch with photo identification to stop the credit limit increase. Well - last time I looked my phone doesn't have a webcam and they wouldn't be able to photo-verify me via phone either.
Why should I have to waste time and money (petrol) to go into the bank to stop something I NEVER requested in the place. Will they give me a credit or petrol voucher? I doubt it.
Shouldn't the letter say if you WANT the increase in credit limit then phone the 0800 number? Rather than the other way around.
And why on earth, in this time of Financial Crisis are the banks offering to put more people into bigger debt? I already know many people with huge credit card debt struggling to pay it off and make ends meet? Then to offer those people MORE? It's insane.
To date - The Bank Of New Zealand will not stop the increase of credit limit on my card despite my pleas to do so. I've requested the contact details of a senior manager in the BNZ to try and sort this out. I don't see why it should be on me to waste my time.
Shame on you BNZ. On the top of the letter your catchphrase was 'Better Off'. If I or anyone else accepted your increase in credit card limits, only the bank would be better off with your high high interest rates on credit cards.
Deaf unfriendly bank - deaf people beware.
On Monday I got a standard letter from the BNZ Bank.
- It offered me a Gold Card with a $7500 credit limit.
- If I didn't want a Gold Card I was then pre-approved with an increase in credit limit with my existing Visa Card.
- If I wanted to accept the gold card, then phone an 0800 number.
- If I want the pre-approved credit limit - do nothing
- If I wanted to decline the pre-approved credit limit - then ring an 0800 number.
I got onto the BNZ website and in an email, told them I was profoundly deaf, couldn't hear on the phone, but DIDN'T want the increase of credit limit.
Their answer - they couldn't verify my account over the internet so therefore I would have to go into the branch with photo identification to stop the credit limit increase. Well - last time I looked my phone doesn't have a webcam and they wouldn't be able to photo-verify me via phone either.
Why should I have to waste time and money (petrol) to go into the bank to stop something I NEVER requested in the place. Will they give me a credit or petrol voucher? I doubt it.
Shouldn't the letter say if you WANT the increase in credit limit then phone the 0800 number? Rather than the other way around.
And why on earth, in this time of Financial Crisis are the banks offering to put more people into bigger debt? I already know many people with huge credit card debt struggling to pay it off and make ends meet? Then to offer those people MORE? It's insane.
To date - The Bank Of New Zealand will not stop the increase of credit limit on my card despite my pleas to do so. I've requested the contact details of a senior manager in the BNZ to try and sort this out. I don't see why it should be on me to waste my time.
Shame on you BNZ. On the top of the letter your catchphrase was 'Better Off'. If I or anyone else accepted your increase in credit card limits, only the bank would be better off with your high high interest rates on credit cards.
Deaf unfriendly bank - deaf people beware.
Friday, October 17, 2008
Another Deaf Unfriendly Company
I ordered some photos from my favourite photographic place the other day. Their service is second to none, and the quality of images wonderful. They also don't mind communnicating via email when needed, and their deliveries are on time and quick. Wonderful company.
Shame I can't say the same thing about the courier company that delivers their products. Not for the first time the images I ordered simply didn't arrive. The tracking number thaat they had given me showed up nothing on my end.
A quick call to the photo company, ascertained the goods were delivered by the courier company on Wednesday at 5pm. Not to here they weren't. Unfortunately, it's not the first time this courier company has delivered to the wrong address - same street name, but different suburb, and despite putting the postcode and suburb clearly marked, they still deliver it to the incorrect address. I don't think courier drivers can read.
The photo company were wonderful as usual, have totally reprinted my order and put it on same day courier so I should have them tonight - their name is Frogprints and everyone should use them whenever they have images they need printing. They use archival quality photographic paper and often have great sales. They also have lots of other services and products, not just photographic printing.
Frogprints will be contacting the courier company and asking to recover their costs of the reprint. However, I logged onto the courier company website so I could make a complaint. Would you believe, the courier company are so deaf unfriendly, that the only way you can contact them is physically going into a branch, or phoning an 0800 number? There was no email contact whatsoever. How bad is that?
I've emailed frogprints and asked them to pass on my discontent on being so deaf unfriendly as well as the incorrect delivery. The company concerned? New Zealand Couriers . For a big company like that, you would expect they could do better, in both delivering the goods, and delivering cutsomer service.
Shame I can't say the same thing about the courier company that delivers their products. Not for the first time the images I ordered simply didn't arrive. The tracking number thaat they had given me showed up nothing on my end.
A quick call to the photo company, ascertained the goods were delivered by the courier company on Wednesday at 5pm. Not to here they weren't. Unfortunately, it's not the first time this courier company has delivered to the wrong address - same street name, but different suburb, and despite putting the postcode and suburb clearly marked, they still deliver it to the incorrect address. I don't think courier drivers can read.
The photo company were wonderful as usual, have totally reprinted my order and put it on same day courier so I should have them tonight - their name is Frogprints and everyone should use them whenever they have images they need printing. They use archival quality photographic paper and often have great sales. They also have lots of other services and products, not just photographic printing.
Frogprints will be contacting the courier company and asking to recover their costs of the reprint. However, I logged onto the courier company website so I could make a complaint. Would you believe, the courier company are so deaf unfriendly, that the only way you can contact them is physically going into a branch, or phoning an 0800 number? There was no email contact whatsoever. How bad is that?
I've emailed frogprints and asked them to pass on my discontent on being so deaf unfriendly as well as the incorrect delivery. The company concerned? New Zealand Couriers . For a big company like that, you would expect they could do better, in both delivering the goods, and delivering cutsomer service.
Monday, August 18, 2008
Are Customer Service People Dense?
What is it with Customer Service people? I'm sure I've blogged about this before but..
I had to ring Southern Cross Healthcare today about a claim they should have paid while I was away - they were asking for information that they already have on file (sigh!!).
I still cannot hear on the phone, so I asked a friend to phone for me. My friend kindly explained that I was deaf and could not hear on the phone.
"I still need to talk to her" they said.
She had to explain a second time! (Double sigh!) You would think coming from a MEDICAL firm that they would understand deafness.
Maybe the misheard and thought I was dead?
Either way I still wouldn't be able to use the phone!
Is there any hope for the human gene pool???
Cheers
Robyn
I had to ring Southern Cross Healthcare today about a claim they should have paid while I was away - they were asking for information that they already have on file (sigh!!).
I still cannot hear on the phone, so I asked a friend to phone for me. My friend kindly explained that I was deaf and could not hear on the phone.
"I still need to talk to her" they said.
She had to explain a second time! (Double sigh!) You would think coming from a MEDICAL firm that they would understand deafness.
Maybe the misheard and thought I was dead?
Either way I still wouldn't be able to use the phone!
Is there any hope for the human gene pool???
Cheers
Robyn
Tuesday, May 27, 2008
I'm Angry, Wild, and want to SCREAM with Frustration!
I HATE Power companies. Of all the companies out there I deal with, when it comes to deafness and customer service, power companies are the WORST.
My level of frustration is so high now, that I'm ready to take them to task publicly.
It all started like this...
Empower (yep I'm naming them), is the company that sends me my bills on a monthly basis. In the last bill they sent me a pamphlet 'Would you benefit from the Empower Low User Plan?' The pamphlet listed a few Q & A and gave an 0800 number to ring. I worked out that I would benefit, and so rang the 0800 number.
Now - I'm doing well with my implant, and can hear on the phone pretty well. I got the usual recorded voice messaging system and my heart sunk. But wait - I could follow the instructions.
"Press 1 if you wish to change to the low user plan"
Okay - 1
"Now key in your account number found at the top right hand corner of your last electricity bill followed by the # key"
Okay - I keyed in the ten digit number nad hit the # key.
"This is an invalid number, please key in your account number followed by the hash key"
Okay - I must have got it wrong. So I did it again, checked it all, hit the # key.
"This is not a valid account number, please key in your account number followed by the hash key"
Okaaaaay - I must have got it wrong again - so I did it again - checked it, and hit the # key.
"this is not a valid account number, please key in your account number followed by the # key"
WTF???? I looked all over my invoice - that was the only account number listed at the top right hand corner. There are no other account numbers. I did it again.
"This is not a valid account number, please key in your account number followed by the # key".
I hung up. Started again. Same result. My blood pressure was beginning to rise.
Found another 0800 number for Accounts enquiries. Rung that.
Listened to all the options - found general accounts enquiries, press 3.
3
"please key in your account number found at the top of your last electricity bill"
I typed it in. Oh my - it got through that time.
"now type in the four digit number (mumble mumble mumble"
Looked all over my bill - no four digit numbers. I obviously took too long...
"now type in the four digit number (mumble mumble mumble on your last electricity bill"
Okay - a four digit number on my bill - nowhere to be found. Nothing. Nada.
"now type in."
Okay okay - shuddup. There's no four digit number on my bill. I hung up again.
Ahhhh - I can ring it again and see if I can find the message to a real person. Rang the accounts equiries number again.
"If you would like to speak to a real person press whyine"
Hmm is that a one or a nine? I pressed 1.
"if you would like to speak to a personal assistant press whyine"
Ok - 1 didn't work - I'll try 9.
"if you would like to speak to a personal assistant press whyine"
By this time i was looking all over the phone handset for clues what 'whyine' could be.
"if you...
Shaddup - I hung up.
I've just flung off a really rude angry email to them, from their website about the appalling system they have where one cannot get hold of a real customer service person, that they have no customer service, and that I'm now considering changing to a company where I can actually TALK to a real person.
Meantime - I'm still being charged on the high user plan, so I'm paying more than I should.
I'm sooooooooooooooo wild, angry, I think I will go and SCREAM with frustration!
Cheers
Robyn
My level of frustration is so high now, that I'm ready to take them to task publicly.
It all started like this...
Empower (yep I'm naming them), is the company that sends me my bills on a monthly basis. In the last bill they sent me a pamphlet 'Would you benefit from the Empower Low User Plan?' The pamphlet listed a few Q & A and gave an 0800 number to ring. I worked out that I would benefit, and so rang the 0800 number.
Now - I'm doing well with my implant, and can hear on the phone pretty well. I got the usual recorded voice messaging system and my heart sunk. But wait - I could follow the instructions.
"Press 1 if you wish to change to the low user plan"
Okay - 1
"Now key in your account number found at the top right hand corner of your last electricity bill followed by the # key"
Okay - I keyed in the ten digit number nad hit the # key.
"This is an invalid number, please key in your account number followed by the hash key"
Okay - I must have got it wrong. So I did it again, checked it all, hit the # key.
"This is not a valid account number, please key in your account number followed by the hash key"
Okaaaaay - I must have got it wrong again - so I did it again - checked it, and hit the # key.
"this is not a valid account number, please key in your account number followed by the # key"
WTF???? I looked all over my invoice - that was the only account number listed at the top right hand corner. There are no other account numbers. I did it again.
"This is not a valid account number, please key in your account number followed by the # key".
I hung up. Started again. Same result. My blood pressure was beginning to rise.
Found another 0800 number for Accounts enquiries. Rung that.
Listened to all the options - found general accounts enquiries, press 3.
3
"please key in your account number found at the top of your last electricity bill"
I typed it in. Oh my - it got through that time.
"now type in the four digit number (mumble mumble mumble"
Looked all over my bill - no four digit numbers. I obviously took too long...
"now type in the four digit number (mumble mumble mumble on your last electricity bill"
Okay - a four digit number on my bill - nowhere to be found. Nothing. Nada.
"now type in."
Okay okay - shuddup. There's no four digit number on my bill. I hung up again.
Ahhhh - I can ring it again and see if I can find the message to a real person. Rang the accounts equiries number again.
"If you would like to speak to a real person press whyine"
Hmm is that a one or a nine? I pressed 1.
"if you would like to speak to a personal assistant press whyine"
Ok - 1 didn't work - I'll try 9.
"if you would like to speak to a personal assistant press whyine"
By this time i was looking all over the phone handset for clues what 'whyine' could be.
"if you...
Shaddup - I hung up.
I've just flung off a really rude angry email to them, from their website about the appalling system they have where one cannot get hold of a real customer service person, that they have no customer service, and that I'm now considering changing to a company where I can actually TALK to a real person.
Meantime - I'm still being charged on the high user plan, so I'm paying more than I should.
I'm sooooooooooooooo wild, angry, I think I will go and SCREAM with frustration!
Cheers
Robyn
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