Case Studies

The following case studies are based on actual complaints received by TDR.
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These examples provide a good cross-section of the types of complaints TDR can help with. All identifying information has been removed.

Case Studies
A customer exceeded his data usage allocation for mobile internet use and incurred charges over and above the standard monthly fee.
Case Studies
A customer could not recall having made any calls to a premimum rate 0900 number.
Case Studies
A customer had a series of internet faults which disrupted her service.
Case Studies
A mobile phone that could be used worldwide doesn't meet a customer's expectations.
Case Studies
A small business customer offered a free-call number for his customers to use. 
Case Studies
A customer moved house to another area and was allocated a new phone number - which had previously been used by a business.
Case Studies
Having cancelled phone and internet contracts, early, a customer set up an instalment plan to pay the final bill and termination fees.
Case Studies
After nine months of use, a customer requested the provider repair their mobile phone’s damaged keypad.
Case Studies
After experiencing ‘dropped calls’ on his new mobile phone, a customer returned the phone to the store where he’d bought it.
Case Studies
After a customer’s mobile phone was damaged, she received a replacement touch-screen phone through her insurance policy.
Case Studies
After accidentally machine-washing his phone, a customer understood his provider would provide a replacement.
Case Studies
Having signed up to a new phone and internet package, offered by a visiting salesman, a customer received a bill bigger than he expected.
Case Studies
When signing a contract for a new package, included increased broadband, a customer assumed his old package’s overseas calling offer would still be included.
Case Studies
When GST went up, a customer did not expect his contracted price to increase.
Case Studies
About 18 months after a customer bought a mobile phone, on a two-year contract, it started playing up.