Check this out.
I’ve been with my ISP for over a year, and for the last week have had absolutely no connection. I’ve tested my connection on two modems, three computers, done isolation tests and whatnot, and been in contact with the customer service department every day for the last week.
Yesterday I decided to go with another ISP and I asked for (well, demanded) a refund for the month of December. At no point was I rude, but after a week of being shunted around, I was a little miffed.
Here’s the response I got (my email’s at the bottom):
For complete avoidance of doubt, you want me to cancel your Exetel ADSL2 service today? Please reply e-mail to confirm this.
And fine. Too bad for you, if it’s an issue to do with your equipment or your premise, because no matter who you go to, if this is the case, you’ll still have those dropouts.
And we ask at time of each enquiry for those rudimentary things because it’s mandated to us from our suppliers to check all the time. Annoying, yep, but with the way the the DSL reported fault processes are - ie: to ensure that the reported matter is still evident.
2008-12-01 0394899937 E0001860459 $45.00
And OK, even though it’s undertermined that an actual DSL infrastrcuture fault is evident, to resolve the matter I’ll cancel your service today (once you confirm) and refund Dec 08
> I will be in contact with the Telecommunications Ombudsman if I get no response.
And what do you call this e-mail and the one before, and the calls between you and Exetel prior?
Having said that, you know, the more people who try to ‘‘threaten’’ ISP’s across the land whilst in the infancy or whilst still liasing back and forth with their ISP about a raised matter, does no good for the honesty and integrity of complainants. Anecdotal evidence shows this type of complainant who make these silly threats 99% of them contain miscontrued and exaggerated altered claimed events and timelines (to try and support their complaint) and when I provide evidence to the TIO about the actual/real facts and liasions between us and the complainant - the real actual series of events and timelines become evident which almost all the time entirely contradict the complainants claims.
Regards,
Larry Kaeto, Manager - Compliance
Exetel Pty Ltd
