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

Surprise service switch

An unexpected call leads to unexpected change of service provider.
Case Studies

Bundled deal discount

A customer was missing out on a bundle deal discount. Was he eligible for backdated credits?
Case Studies

When in roam

Network fault while a customer was overseas with a new phone.
Case Studies

Unpaid bill affects mortgage

An unpaid amount quickly became a ‘bad debt’ affecting mortgage options.
Case Studies

From A to V

Upgrade from ADSL to VDSL interrupts internet.
Case Studies

Bill shock - $2k over data cap

This case study highlights how mobile operators work and how costly exceeding plan limits can be.
Case Studies

Third party charges

Weeks without an internet connection. Who pays for external IT support?
Case Studies

Email service changes

Lost emails and lost profits for small business owner.
Case Studies

Online gaming disruption

Connectivity interruptions over the holiday period.
Case Studies

Service switch and debt collectors

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

Premium-rate frustration

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

Disconnection and debt collection

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

Missing iPhone

Derailed delivery of new iPhone.
Case Studies

Hacking

Hacking: Who is at fault?
Case Studies

Transfer of service

Transfer of service gone wrong.
Case Studies

A fault on the line

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

Overhead fibre installation

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

Miscommunication woes

Miscommunication woes: Repayment plans gone wrong.
Case Studies

Fibre installation

Fibre installation: Miscommunication and false information.
Case Studies - Other

International Data: No Room to Roam

This case involved a hefty international roaming charge shock. 
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

GST change increases price

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

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

Conflicting accounts

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

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

Mobile phone buttons ‘fell off’

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

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

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

Worldwide mobile phone

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

Internet faults

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

Premimum rate 0900 charges

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