一周与TPG较量

bowensyd

刚刚take 一套新房，8月15号开始申请TPG 的unlimited的plan，一周以后接到开通服务的通知，而且我不需要我在家。27号查状态已经activated了，但是，但是，家里的每个socket都没有信号，根本就无法用电话和网络。于是立马打电话给TPG，从helpdesk转到tech support，经过漫长的troubleshooting之后，说他们的接线服务外包给了telstra，他们和telstra联系后，答应第二天给我回电话，TPG放我了鸽子，第二天没有任何tPG的人给我电话，家里还是不能上网，而且TPG开始收费了。

继续给tpg打电话，不知道打了多少次，每次都要身份验证，浪费不少时间和电话费，每次都被告知要等他们与telstra协调的结果。我实在等不了，开始找地方投诉tPG了。一投诉还真管用，TPG开始跟我打电话了，承诺尽快解决我的问题。

无意中和我的building manager聊到这个问题，building manager说这栋楼中好家都有这种情况，tpg只负责把线接到这栋楼的MDF，要自己请cabling man把MDF的线接到家里，这个过程叫跳线，差不多要多花100刀。我不服气，跟TPG说让他们叫人过来帮我做跳线，估计是投诉的原因，他们答应了，直到9月1日早上，两个tpg的sub contractor 来我家，一个用line palortry的设备插在socket里面，一个在MDF那里测试，找到信号源，跳线成功！ 花了不到10分钟！

meljohn

你这是楼房，house似乎没这问题。

墨尔本的水獭

tpg之前给你的信里肯定有说过这个事情，你完全没注意就是了


这就叫事前工作做得不足


我用的不是TPG，我的isp那天就替我通知了一个cabler到我楼下（当然我可以选择不买他的服务，自己另找人）


这就是服务的差距啊

墨尔本的水獭

If you live in an apartment, the installation technician may need to access the building's Main Distribution Frame (MDF) to perform cabling work.

The MDF is often located in a locked communications room. Please contact your building management as soon as possible to ensure the room can be accessed on 23-09-2011, between 8 am and 1 pm, and that the technician will be able to access the MDF.

Please also be aware: once the technician has completed their work, you will need to organise a licensed cabler to complete the cabling from the MDF to your unit or apartment. This additional work is at your cost. You may wish to contact your building management

bowensyd

TPG 的信如下：
“Dear TPG Customer,

We are pleased to inform you that your TPG ADSL2+ with Home Phone application has progressed further and
the installation cutover for your service has now been confirmed.

*Your installation date is 2012-08-24.*
*Your installation time frame is between 1pm and 5pm.*

Please be advised that you are NOT required to be in attendance for this installation.
After the installation time frame has passed you may try to connect your modem/router/telephone handset
(using the instructions included with the modem/router) or contact our Customer Service Team on 13 14 23
to enquire about whether the installation was successful.
In the chance that after installation your TPG Home Phone service is not working due to wall socket or other
internal wiring issues at your premises, you may be required to engage a licensed technician to rectify the
issue. If you are unwilling to do so a reduced cancellation fee could be offered.

For more information please see our ADSL2+ with TPG Home Phone Additional Pricing page:

If you have any queries please do not hesitate to contact Customer Service on 13 14 23 or reply to this
email.

We look forward to providing you with our ADSL2+ with Home Phone service very soon!

*Your TPG Customer ID is: 4495929*


Regards,

TPG ADSL Logistics
Phone: 13 14 23
Fax: 02 9850 0813
”

这封信也看不出具体的什么东西。 1号tpg的sub contractor过来的时候，根本不需要building manager去开MDF的门，sub contractor他们有Master key，算是个万能钥匙。

Tpg的划分responsiblity的图也太搞了，有谁会把TPG的网页看个遍，去找这样图去研究。有多少人看得懂什么socket，MDF，jumpering ，A side ，b side等等这些东西，如果要用户自己去trouble shooting，那每个人都成了technician了。TPG 做服务就要做到位！

墨尔本的水獭

bowensyd 发表于 2012-9-2 22:59
TPG 的信如下：
“Dear TPG Customer,

信估计不止这一封，我那段话就是从TPG的信里摘录的


不过tpg的服务的确差喽，

所以我才说，很多人买得起几十万的房子，每个月却不舍得多花那几十刀，非但去和那TPG斗智斗勇

一分钱，一分货喽

墨尔本的水獭

其实，我也没把TPG的网站看个遍

我每天把新足迹论坛里几个区的新帖浏览一遍，就成专家啦，哈哈

这个图就是在论坛里看到的，所以我就保存了

这个也不是啥新问题，在论坛里被讨论过多少次

既然选择了，便宜公司，就更得自己多下功夫喽

xlin8703

安慰

悉尼计程车

住APARTMENT是这样的了， 不然谁都住APARTMENT啦

qinyi

支持LZ维权

sodium

Tpg应该可以派人来，不过与telstra一样给大概一百刀

sodium

网络这东西真的难说，有些新建成的apt带的电话线无论是tpg甚至是telstra都无法用

Scooby

一分钱一分货喽

Tianqing

60刀，不是100刀

name951753

自己接的，当天自己就弄好。后来替我朋友也接了。不需要折腾一个礼拜，前后20分钟。。。。。很简单的东西。。。unit 的花。apr 就麻烦了。。线太多了。。

acaicai

我想知道楼主在哪里投诉的TPG，TPG怎么就吓尿了。

ysihaoy

学习了，没想到TPG还有这么麻烦的事情当年也不错啊

bowensyd

acaicai 发表于 2012-9-3 11:26
我想知道楼主在哪里投诉的TPG，TPG怎么就吓尿了。

go to www .tio. com . au ,where you can file your complaint again any Telecommunication Companies!

bowensyd

墨尔本的水獭 发表于 2012-9-3 02:46
信估计不止这一封，我那段话就是从TPG的信里摘录的

Hi mate, it is not about money , it is about customer /consumer's rights !! if we do not speak for ourselves , who will ???

bowensyd

Tianqing 发表于 2012-9-3 09:11
60刀，不是100刀

I have talked to different staffs in TPG , one said , i would be charged for 60 Dollars ,but the last one i talked to said this service is free for me!

pretty

我就自己写email到他们的投诉email邮箱的，前后拖了2个月才弄好，我把这两个月的钱也要回来了。。。

dcxg

In the chance that after installation your TPG Home Phone service is not working due to wall socket or other
internal wiring issues at your premises, you may be required to engage a licensed technician to rectify the
issue. If you are unwilling to do so a reduced cancellation fee could be offered.

pengzhao

墨尔本的水獭 发表于 2012-9-3 02:46
信估计不止这一封，我那段话就是从TPG的信里摘录的

足迹著名的 tpg 黑 果然出现了
哈

sodium

pengzhao 发表于 2012-9-3 18:08
足迹著名的 tpg 黑 果然出现了
哈

他可能是某别个网络服务公司的

qiancensheng

你马上就会收到59.99刀的bill。。。。。。。

bowensyd

dcxg 发表于 2012-9-3 18:03
In the chance that after installation your TPG Home Phone service is not working due to wall socket  ...

do you think a normal user can rectify the cause of the problem , plz do not quote " due to .....", without certain knowledge background , you will never know what  is happening or why that is happening

memory5

lz 马上会被charge69刀了

gugu10

LZ不是在 TPG DEALER签的吧
这种事太常见了
DEALER都知道怎么处理
就是多花钱而已

ayo419

俺家就是花了100多接的线

bowensyd

我没有花一分钱，除了打了一周的电话之外