Gary Benner of Corporate Software is concerned about other problems with Telecom service, unconnected with irregular billing.
When he moved from Auckland to Tauranga, he says, the DSL account was moved, but the bills for the Xtra charges were still going to his old address.
"[When] we asked Telecom to move the Xtra billing across, it required additional confirmation from both account holders [Corporate and a client], and as I was away that week, it was put in limbo. Then on the Saturday at some early hour -- we presume about 5am from logs -- the Xtra service was cut off."
He experienced great difficulty, including long waits on the help-line and an inability of technicians to communicate with the accounts depertment during the weekend to have the problem rectified. Corporate Software has since moved to Clear's Tempest service.
"I want an excellent level of service. I'd like the support phone to be answered by a capable person in less than one to two minutes; I'd like an integrated system where a technical person has the power to sort out a situation at any hour -- we work weekends and odd hours to meet the needs of clients in different timezones around the world; I'd like to have support for what we do in our telecommunications infrastructure, not be bombed out by an eight to five, five days a week inflexible system."