Swoop
22nd February 2007, 11:19
Broadband users on Telecom's Go Large service are in line to receive a refund of at least $130.
Telecom has announced today they are crediting customers of the service for monthly plan charges incurred since last December.
The problem relates to the management of traffic under the plan. Go Large allows customers to unlimited downloading and internet surfing but Telecom will reduce speeds when the network is busy.
"Following customer feedback, our own review has shown that the process involved in managing Go Large internet traffic since early December is not what was originally intended or communicated to customers," said Kevin Bowler, Telecom's head of consumer marketing .
Currently with around 60,000 customers on the Go Large service, the refunds are expected to total $7.5 - $8.5m (incl GST).
Credits will vary depending on how long a customer has been on Go Large. For a customer who has been using the plan since 8 December and is still on the plan the credit is expected to be between $130 - $160.
Telecommunications Users Association (TUANZ) chief executive Ernie Newman said it was good that Telecom has "come clean" but news of mismanagement of its Go Large plan means the already low level of trust customers have in phone companies will diminish even further.
"We applaud their openness." he said. "But sadly it is another episode in a chain of events where customers have signed up for broadband services that were advertised as offering attractive speeds or data limits, but in reality have delivered a whole lot less."
Newman said Telecom needs to understand that people make business and lifestyle decisions based on expected telecommunications service quality.
"For a customer it is not just a matter of being let down or disappointed by speeds or services, it can have huge consequential effect on individuals lives.
"Something in Telecom needs to change. There have been too many disappointments, too much over-promising and under-delivering. This simply adds to the concern of many people that when it comes to the impact of broadband on customers lives and businesses, Telecom has not yet got the message."
- NZ HERALD STAFF
Telecom has announced today they are crediting customers of the service for monthly plan charges incurred since last December.
The problem relates to the management of traffic under the plan. Go Large allows customers to unlimited downloading and internet surfing but Telecom will reduce speeds when the network is busy.
"Following customer feedback, our own review has shown that the process involved in managing Go Large internet traffic since early December is not what was originally intended or communicated to customers," said Kevin Bowler, Telecom's head of consumer marketing .
Currently with around 60,000 customers on the Go Large service, the refunds are expected to total $7.5 - $8.5m (incl GST).
Credits will vary depending on how long a customer has been on Go Large. For a customer who has been using the plan since 8 December and is still on the plan the credit is expected to be between $130 - $160.
Telecommunications Users Association (TUANZ) chief executive Ernie Newman said it was good that Telecom has "come clean" but news of mismanagement of its Go Large plan means the already low level of trust customers have in phone companies will diminish even further.
"We applaud their openness." he said. "But sadly it is another episode in a chain of events where customers have signed up for broadband services that were advertised as offering attractive speeds or data limits, but in reality have delivered a whole lot less."
Newman said Telecom needs to understand that people make business and lifestyle decisions based on expected telecommunications service quality.
"For a customer it is not just a matter of being let down or disappointed by speeds or services, it can have huge consequential effect on individuals lives.
"Something in Telecom needs to change. There have been too many disappointments, too much over-promising and under-delivering. This simply adds to the concern of many people that when it comes to the impact of broadband on customers lives and businesses, Telecom has not yet got the message."
- NZ HERALD STAFF