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 scott.bar...@gmail.comwrote:
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
g...@harrisconsultinggroup.com 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
nathan.ch...@saiglobal.com 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:* ozdotnet-boun...@ozdotnet.com [mailto:
ozdotnet-boun...@ozdotnet.com] *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 girishma...@gmail.com 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.
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