The following case studies are based on actual complaints received by TDR.
These examples provide a good cross-section of the types of complaints TDR can help with. All identifying information has been removed.
Case Study 1: Not-so-new number allocation
A customer moved house to another area and was allocated a new phone number.
Case Study 2: Contract termination and final billing
Having cancelled phone and internet contracts, early, a customer set up an instalment plan to pay the final bill and termination fees.
Case Study 3: Mobile phone buttons ‘fell off’
After nine months of use, a customer requested the provider repair their mobile phone’s damaged keypad.
Case Study 4: Dropped calls not a mobile phone fault
After experiencing ‘dropped calls’ on his new mobile phone, a customer returned the phone to the store where he’d bought it.
Case Study 5: Replacement phone not up to scratch
After a customer’s mobile phone was damaged, she received a replacement touch-screen phone through her insurance policy.
Case Study 6: Conflicting accounts
After accidentally machine-washing his phone, a customer understood his provider would provide a replacement.
Case Study 7: Misinterpreted sales advice
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 Study 8: Old and new package confusion
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 Study 9: GST change increases price
When GST went up, a customer did not expect his contracted price to increase.
Case Study 10: Mobile phone contracts
About 18 months after a customer bought a mobile phone, on a two-year contract, it started playing up.
