Christine | Adsl Sales | UserID: 1297 TPG Community <community@tpg.com.au> appears unable to read and answer questions.
I am replying to her as below (except the emal to Chritine contains the customer email address/account name), but I am also posting this here in the hope someone on this board can assist me.
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Christine,
Would you please forward this to someone who can understand my questions and answer them, rather than ignoring most of the facts of this case, giving me a lot of irrelevant info and not answering what I have asked.
!) I have told you the customer wants no contract, so why prattle on about 18-month contracts?
2) You know the customer's account name (<xxxx@alphalink.com.au>), and you know the TPG group companies have unilaterally transferred her to iiNet, so you know she already has an iiNet modem, as well as the old Alphalink Billion modem, so why do you want to continue your policy of imposing additional unnecessary expenses (change of account, setup charges, etc, etc). TPG have informed me her new Hauwei modem will work with these bundled services - if that verbal advice is wrong, please say so.
3) For the "no lock-in contract" what is the $10 delivery fee for, and what is the "$20 Home Phone Prepayment Outside Included Value" for?
4) Alphalink already have full records of phone nos, complete address, etc - <xxxx@alphalink.com.au> was their customer for years. TPG have verabally advised ADSL 2+ is available at her address, please advise if this verbal advice is wrong?
5) > It would be better to contact the current provider to check the usage, password and plan details.
Exactly, which is why I asked you how I do that !!
I repeat, this customer is an elderly lady who has little understanding of modern technology. She can call 1300 137 425 on her landline and explain to an operator what she wants, though it would be better if that was a 3-way conference where I could clarify her terminology. But she cannot call 1300 137 425 and negotiate Chariot's recorded options menus. So how do I set up a 3-way conference call, if Chariot won't add her to the call when I call them?
Hopefully you realise she has hardly made any use of her current internet connection with iiNet, due to iiNet's not identifying the various problems and getting the service to work, then their sending invoices to an inaccessible address, then disconnecting the service for non-payment !! Soo iiNet records will not tell us her usage, we must go back to alphalink for usage records. Alphalink are part of the TPG group, so how do we both find out her usage patterns, and retrieve her old data (emails)?
On 10/12/2018 19:34, Adsl Sales wrote:
Dear Cedric,
Thank you for the email.
Below is a break down of the initial costs that may be incurred with a new ADSL2+ with Home Phone installation:
18 months
- set up cost $79.95 on 18 months contract
- first monthly subscription plan
- $20 Home Phone Prepayment Outside Included Value:
- $10 delivery fee
- free modem
no lock-in contract
- set up cost $99.95 on No Lock-In contract
- first monthly subscription plan
- $20 Home Phone Prepayment Outside Included Value:
- $10 delivery fee
- modem (Wireless $99.95) - optional
Kindly provide the active phone number and complete address so we can check the availability of the service in the area and assist you accordingly.
It would be better to contact the current provider to check the usage, password and plan details.
For any further assistance please do not hesitate to contact us via details below.
Kind Regards,
Christine | Adsl Sales | UserID: 1297
T 13 14 23 | F 02 9850 0813
www.tpg.com.au
Email Queue: Adsl Sales
TPG Telecom (ASX: TPM)
TPG Community: Ask, answer and talk about our products! Check it out today at https://community.tpg.com.au
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-------- Original Message -------- Subject:
| Website Form (2018-12-10 16:39:34): Sales Enquiries - residential |
Date: | 2018-12-10 16:39:41 |
From: | <cwyndham@melbpc.org.au> |
To: | adsl@tpg.com.au |
The following information has been submitted online from the IP address: [110.22.100.164]
Name: Cedric Wyndham
Email: cwyndham@melbpc.org.au
Contact: 0417 255 735
Product: ADSL2+ with Home Phone Bundle
Enquiry: I am trying to find a suitable plan for a customer of the TPG group (she was on Alphalink, but has been switched to iiNet. IiNet and Chariot claim she asked for that, I can assure you she had no understanding of what you were doing, did not want to pay more, etc. Chariot claim they are now owned by TPG and that iiNet are not part of the same group, whereas Chariot previously told me they had been bought by iiNet, etc).
As I cannot obtain sense over the phone, I need written communication to ensure I am obtaining reliable information.
Question 1
At <https://www.tpg.com.au/services/adsl-plans> I see TPG offer an Internet and home phone bundle, 20 GB data per month, $40 per month plus call charges. No contract and $100 set up fee. Would you please confirm there are no charges not mentioned here (e.g. line rental)?
Question 2
How does one determine previous phone calls and data usage for the account <xxxx@alphalink.com.au>? Is it correct that chariot support desk cannot initiate a three way conference?
Please remember that this is an elderly lady who has minimal skills with modern technology. She is capable of calling 1300 137 425 on her landline and explaining to an operator what she wants, but cannot negotiate menus, does not know whether she needs ADSL or dial-up or NBN option, etc. It is my job to assist her with such tasks, hence chariot support must call her, carry out identification tasks, then establish a three way call with myself.
Question 3
How does this customer obtain the password to the re-established <xxxx@alphalink.com.au> email account?
Once this account is accessed, how does she (or myself acting on her behalf) retrieve the data from the previous account, especially the emails, phone call volumes and data usage?
mailto: adsl@tpg.com.au
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