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Rank: I'm new around here
Joined: 10/7/2008
Posts: 2
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“More bang for your buck” article and “free unlimited data tariff”
I’m intrigued by your article on page 28 of the current issue where you refer to a “staffer” who negotiated with their phone provider’s “customer retention” area to negotiate a $100 discount on a new handset and a free unlimited data tariff – the reference to “$10 per month data tariff” implies that it was Vodafone to me, I was wondering:
- is this 2G data data rather than 3G?
- Who was it with?
- What type of plan did you have to agree to?
I’m interested in a US style unlimited flat-rate 2G data plan for a Treo 680, I’m currently on Voda’s $49 cap and we receive a menial amount of data with this (after which it cuts out and will authenticate but won’t route packets). I’ve found it rather useful and am interested in negotiating such a deal, I have a completely unencumbered phone on my prepaid plan…
Any suggestions?
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Rank: Technician
Joined: 7/7/2008
Posts: 221
Location: Melbourne
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I can't wait for my phone to get out of contract so I can look at the offers out there at the moment. That said, there has been a major problem crop up :
Last Friday I rang Telstra to see how long my contract had left to run - I thought it was close to finishing - but man was I in for a shock! Found out the bastards moved me to an $80 per a month 12 month members plan WITHOUT my knowledge, agreement, authorization or consent!!! They claim -and I know it's not true because I just would not do this (Actually been planning for months to consider changing provider)- I agreed to the contract on the 22nd of August this year over the phone. Now this is simple not true - my last conversation with the company was to just add my missus as a authorized person to the account. Nothing more than that. Shifty buggers claim they told me on the 22nd of August I had 2 months left on the contract and that they ask me to sign up for another 12 months on this members plan. I Know for a fact for the last 3-6 months I haven't had a clue to how much time was left on the current contract and I know for sure I would not have agreed to change it at any point in time over the phone - Been bloody careful about this since hearing other horror stories.
I've spoken to 3 CSRs since Friday all claiming I entered this contract which I've repeatedly told them I have not done so and this change has been done without my knowledge or authorization. Now they did tried to offer to cancel the mobile account but it will show on the last bill for the mobile a $299 cancellation fee that they said I'd "just have to ring back to get wiped" -like i'm gonna fall for that one - Told them "why should I be receiving a cancellation fee in the first as I didn't enter into a new contract to start with!" I've asked for a questus (spelt?) complaint to be lodged and also for them to pull the "phantom" voice signature of me agreeing to the new deal for me to hear because I know it does not exist and they can not prove a contract was entered into without this voice signature - I have one concern and that is they my make this signature up especially when there is no way to verify a voice signature time stamp. (I think this could be easily be messed with). Is it against the law to fraud or obtain a voice sigature without the persons knowledge? I know they can't claim to have a contract without it.
Funny part is a CSR claimed my missus rang up and used my password to have the plan changed. hmm that's pretty impossible as she doesn't even know the password of the account! oh and when she was added they told me she couldn't make change charges of this degree without my knowledge...
If no speed resolution to my satisfaction occurs in the next couple of days it's going to be reported to the TIO. I will not have them trying to pull a shifty on me ...Actually I think what they have done is highly illegal!
Well Telstra are going to lose another customer - I hadn't made up my mind completely until after finding out this stunt they have pulled ... GGGRRR!!
BEWARNED
...madness be my friend...
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Rank: I'm new around here
Joined: 10/7/2008
Posts: 2
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Personally I'd demand to be provided with a copy of the voice recording - the TIO certainly should be brought in, this sounds like CSR's trying to put one over you to me. I question the misuse of these "voice contracts" in general - a friend of mine suffered identity theft when her ex faked her voice (probably had another woman make the call) and signed up optus cable data and landline in her name when she wasn't even in the country subsequently running up hundreds in bills. Optus claimed to not have the voice recording any more at the time of the investigation; and from what I was told not just to her but even to the subsequent police investigation afterwards.
Perhaps this means that given there is no proof there is no contract? The TIO is the first step, perhaps the Office of Fair Trading also needs a complaint as well... I'd suspect that they'll try to get away with things hoping that you'll do what so many customers do here and just live with it (we don't fight back enough as customers in Oz).
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Rank: Technician
Joined: 7/7/2008
Posts: 221
Location: Melbourne
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Good news they cleared this issue up and a resolution has been record. I can do what I want now  out of contract YAY!
...madness be my friend...
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Rank: Moderator
Joined: 3/30/2008
Posts: 775
Location: Sydney, Australia
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Good to hear it worked out. General rule of thumb, don't use Telstra for anything.
Vito Cassisi: Tech Blog
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Rank: Enthusiast
Joined: 8/31/2008
Posts: 155
Location: Sydney
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That's absolutely shocking Mordie! But doesn't surprise me in the least.
I worked in a local Telstra Shop for about 5-6mths and also in Bigpond tech support. Let me tell you, the Bigpond role was the WORST working experience I have ever had. Yes certain jobs don't appeal to certain types of people but good lord when it comes to customer service Telstra doesn't know jack!
When I look at the level of service I provide now internally in Sun, compared to the service I was told to give (or NOT to give in most cases!) at Bigpond, I'm shocked at the difference.
Firstly Mordie, the people who call around asking if you'd like to extend your plan or upgrade this and handset that and so on, aren't always from Telstra itself.
There are a HEAP of 3rd party companies out there who act on behalf of the giant.
I remember a customer who came into the shop absolutely FUMING at a plan he was signed up to by "Telstra". When I calmed him down and did some investigating by calling the Telstra connection centre, I was informed that the connection was made by one of these 3rd party companies. Apparently they can act on behalf of Telstra, sign up contracts and such... which is fine for Telstra until something goes sour, in which case Telstra doesn't want take responsibility.
Secondly the rule is that to look up someones plan you need to have their consent. That's just to bring up their account. If you want to make a major change such as changing the plan? Then you actually need to have the Account HOLDER on the phone. Not just an authorised rep!
So there's no way your missus could have called up and changed it even if she knew your password.
If the account is in your name, YOU have to be the one to say "Upgrade me!".
Anyway! End rant! I hate Telstra customer service... internal work ethics and just attitude to the workplace in general. With that said, there are some real gems who hang around for the love of helping people and they should be commended for putting up with the crap that Telstra execs pass down through the ranks.
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