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

Data usage

A customer exceeded his data usage allocation for mobile internet use and incurred charges over and above the standard monthly fee.
Case Studies

Premimum rate 0900 charges

A customer could not recall having made any calls to a premimum rate 0900 number.
Case Studies

Internet faults

A customer had a series of internet faults which disrupted her service.
Case Studies

Worldwide mobile phone

A mobile phone that could be used worldwide doesn't meet a customer's expectations.
Case Studies

Small business owner has trouble with his free-call number

A small business customer offered a free-call number for his customers to use. 
Case Studies

Not-so-new number allocation

A customer moved house to another area and was allocated a new phone number - which had previously been used by a business.
Case Studies

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 Studies

Mobile phone buttons ‘fell off’

After nine months of use, a customer requested the provider repair their mobile phone’s damaged keypad.
Case Studies

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 Studies

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 Studies

Conflicting accounts

After accidentally machine-washing his phone, a customer understood his provider would provide a replacement.
Case Studies

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 Studies

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 Studies

GST change increases price

When GST went up, a customer did not expect his contracted price to increase.
Case Studies

Mobile phone contracts

About 18 months after a customer bought a mobile phone, on a two-year contract, it started playing up.
Case Studies - Other

International Data: No Room to Roam

This case involved a hefty international roaming charge shock. 
Case Studies

Fibre installation

Fibre installation: Miscommunication and false information.
Case Studies

Miscommunication woes

Miscommunication woes: Repayment plans gone wrong.
Case Studies

Overhead fibre installation

Overhead fibre installation: Sometimes you can’t always get what you want.
Case Studies

A fault on the line

A fault on the line: When is compensation available?
Case Studies

Transfer of service

Transfer of service gone wrong.
Case Studies

Hacking

Hacking: Who is at fault?
Case Studies

Missing iPhone

Derailed delivery of new iPhone.
Case Studies

Disconnection and debt collection

A case study about a customer’s failure to maintain monthly payments for a mobile device.
Case Studies

Premium-rate frustration

Surprise charges of over $4000 for 0900 number.
Case Studies

Service switch and debt collectors

Provider transfer, communication issues and a bad credit rating.
Case Studies

Online gaming disruption

Connectivity interruptions over the holiday period.
Case Studies

Email service changes

Lost emails and lost profits for small business owner.