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 - Installation - Billing (including roaming) - Fibre
Not all fibre installation fees are ‘like for like.’
Case Studies - Faults (network & hardware issues) - Sales
Cost of phone repair enough to stop a customer from singing in the shower.  
Case Studies - Billing (including roaming)
A customer was given 30 days’ notice of price increase.
Case Studies - Billing (including roaming) - Customer Service
Surprise charges following earthquake.
Case Studies - Billing (including roaming) - Sales
Is a customer bound by T&Cs that they haven’t received?
Case Studies - Faults (network & hardware issues) - Transfer/porting - Customer Service
Business number out of action after service transfer.
Case Studies - Billing (including roaming) - Network performance - Customer Service
A customer with connection issues cancelled mid-way through his contract.
Case Studies - Transfer/porting - Sales - Customer Service
An unexpected call leads to unexpected change of service provider.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service
Upgrade from ADSL to VDSL interrupts internet.
Case Studies - Billing (including roaming) - Customer Service
An unpaid amount quickly became a ‘bad debt’ affecting mortgage options.
Case Studies - Faults (network & hardware issues) - Roaming - Billing (including roaming)
Network fault while a customer was overseas with a new phone.
Case Studies - Billing (including roaming) - Sales
A customer was missing out on a bundle deal discount. Was he eligible for backdated credits?
Case Studies - Billing (including roaming) - Sales
This case study highlights how mobile operators work and how costly exceeding plan limits can be.
Case Studies - Billing (including roaming)
Weeks without an internet connection. Who pays for external IT support?
Case Studies - Billing (including roaming) - Customer Service
Lost emails and lost profits for small business owner.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service
Connectivity interruptions over the holiday period.
Case Studies - Transfer/porting - Billing (including roaming)
Provider transfer, communication issues and a bad credit rating.
Case Studies - Billing (including roaming) - Sales
Surprise charges of over $4000 for 0900 number.
Case Studies - Billing (including roaming)
A case study about a customer’s failure to maintain monthly payments for a mobile device.
Case Studies - Billing (including roaming) - Customer Service
Derailed delivery of new iPhone.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service
Hacking: Who is at fault?
Case Studies - Installation - Transfer/porting - Customer Service
Transfer of service gone wrong.
Case Studies - Faults (network & hardware issues) - Installation - Network performance - Customer Service
A fault on the line: When is compensation available?
Case Studies - Installation - Fibre
Overhead fibre installation: Sometimes you can’t always get what you want.
Case Studies - Sales - Customer Service
Miscommunication woes: Repayment plans gone wrong.
Case Studies - Faults (network & hardware issues) - Installation - Fibre - Customer Service
Fibre installation: Miscommunication and false information.
Case Studies - Roaming - Billing (including roaming) - Sales
This case involved a hefty international roaming charge shock. 
Case Studies - Sales - Customer Service
Provider’s mobile app
Case Studies - Faults (network & hardware issues)
Water damaged
Case Studies - Billing (including roaming) - Network performance - Customer Service
This dispute was brought on a number of grounds, including proposed customer service issues, the accuracy of accounts raised, and service provision.
Case Studies - Customer Service
The Customer’s complaint that the Provider’s representative had “hung up” when he phoned and had promised to call him back but did not.
Case Studies - Billing (including roaming)
The Provider was pursuing the Customer for the amount owing on invoices in which the Customer claimed that his mobile phone might have been “cloned” hence resulted in the charges.
Case Studies - Roaming - Billing (including roaming)
The Customer complained about the roaming charges while he had not asked the Provider to give him roaming services.
Case Studies - Billing (including roaming) - Sales
The Customer who failed to read the terms written on the cardboard complainted about the higher charges to his mobile phone account.
Case Studies - Sales
The Customer considers there is a disagreement over what a contract is.
Case Studies - Customer Service
The Customer’s complaint was that the Provider had been sending him spam emails and although they stopped when he requested cessation, they later started up again.
Case Studies - Transfer/porting - Billing (including roaming)
The new Provider charged the Customer a reconnection fee and the old Provider charged her an early termination fee.
Case Studies - Customer Service
Contract and customer service
Case Studies - Billing (including roaming)
Debt - using 0900 numbers
Case Studies - Billing (including roaming) - Customer Service
Payment arrangements - change of contact email address
Case Studies - Billing (including roaming) - Customer Service
Payment agreements - change of contact details
Case Studies - Billing (including roaming) - Customer Service
Customer service and charges for mobile broadband
Case Studies - Billing (including roaming) - Customer Service
Customer service, GST invoices
Case Studies - Network performance
Misleading advertising and failure of network coverage
Case Studies - Billing (including roaming) - Customer Service
Failure of contracted services, loss of business profits
Case Studies - Billing (including roaming) - Network performance
Faults - failure of service, loss of business profits
Case Studies - Billing (including roaming)
Early termination charges
Case Studies - Faults (network & hardware issues)
Faults - disconnected service due to a carrier fault
Case Studies - Billing (including roaming)
Billings - charging of voice calls for dial-up internet connection
Case Studies - Customer Service
Customer service - complaint handling systems
Case Studies - Roaming
Misleading information about the price of overseas broadband roaming services
Case Studies - Billing (including roaming)
Billings - charging for mobile internet usage
Case Studies - Customer Service
Customer service with regard to complaint handling standards and procedures
Case Studies - Faults (network & hardware issues) - Customer Service
Faulty mobile handset and poor customer service
Case Studies - Billing (including roaming)
Billings - charging for internet usage and accuracy of billing information
Case Studies - Transfer/porting
Delay in transferring telephone and broadband services to a new property
Case Studies - Billing (including roaming)
Billings - undercharging mobile services, back billing
Case Studies - Customer Service
Failure of contracted services, loss of business profits
Case Studies - Billing (including roaming)
Billings - charges for mobile phone services
Case Studies - Billing (including roaming)
Disputed charges, disconnection of mobile services, early termination fees
Case Studies - Installation
Services - delayed connection
Case Studies - Installation - Network performance
Connection delays and service issues
Case Studies - Billing (including roaming)
Fraud - charges for premium text messaging services
Case Studies - Customer Service
Termination of contract for internet services
Case Studies - Customer Service
Contract
Case Studies - Roaming
Billings and fees - roaming charges
Case Studies - Billing (including roaming)
Billing and fees - disputed charges
Case Studies - Faults (network & hardware issues)
Faults - delay in service restoration
Case Studies - Billing (including roaming)
Misleading information about charges for calls to a local access number from calling card
Case Studies - Billing (including roaming)
Billing and fees
Case Studies - Roaming
Data roaming charges
Case Studies - Faults (network & hardware issues)
Warranty and liability for damage to mobile phone
Case Studies - Faults (network & hardware issues)
Faults - intermittent fault of landline services
Case Studies - Customer Service
Early termination to a contract
Case Studies - Billing (including roaming)
Liability for costs incurred on account
Case Studies - Billing (including roaming)
Outstanding account and account cancellation
Case Studies - Faults (network & hardware issues)
Faults - faulty mobile telephones
Case Studies - Customer Service
Service issues and early termination of the contract
Case Studies - Faults (network & hardware issues)
Faulty mobile handsets
Case Studies - Faults (network & hardware issues)
Water damaged handset
Case Studies - Customer Service
End of account, frivolous or vexatious complaint
Case Studies - Customer Service
Deceptive conduct
Case Studies - Customer Service
About 18 months after a customer bought a mobile phone, on a two-year contract, it started playing up.
Case Studies - Billing (including roaming) - Customer Service
When GST went up, a customer did not expect his contracted price to increase.
Case Studies - Sales - Customer Service
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 - Billing (including roaming) - Sales - Customer Service
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 - Billing (including roaming) - Customer Service
After accidentally machine-washing his phone, a customer understood his provider would provide a replacement.
Case Studies - Faults (network & hardware issues) - Customer Service
After a customer’s mobile phone was damaged, she received a replacement touch-screen phone through her insurance policy.
Case Studies - Network performance - Customer Service
After experiencing ‘dropped calls’ on his new mobile phone, a customer returned the phone to the store where he’d bought it.
Case Studies - Faults (network & hardware issues) - Customer Service
After nine months of use, a customer requested the provider repair their mobile phone’s damaged keypad.
Case Studies - Billing (including roaming) - Customer Service
Having cancelled phone and internet contracts, early, a customer set up an instalment plan to pay the final bill and termination fees.
Case Studies - Billing (including roaming) - Customer Service
A customer moved house to another area and was allocated a new phone number - which had previously been used by a business.
Case Studies - Faults (network & hardware issues)
A small business customer offered a free-call number for his customers to use. 
Case Studies - Faults (network & hardware issues) - Network performance - Sales - Customer Service
A mobile phone that could be used worldwide doesn't meet a customer's expectations.
Case Studies - Faults (network & hardware issues) - Network performance - Customer Service
A customer had a series of internet faults which disrupted her service.
Case Studies - Billing (including roaming) - Customer Service
A customer could not recall having made any calls to a premimum rate 0900 number.
Case Studies - Faults (network & hardware issues)
Wiring fault
Case Studies - Billing (including roaming) - Customer Service
Debt recovery and customer service
Case Studies - Roaming - Billing (including roaming) - Customer Service
A customer exceeded his data usage allocation for mobile internet use and incurred charges over and above the standard monthly fee.