[Resolved] Horrible treatment so far

[videogirl]

I was speaking to a CSR on May 30 - 31st to discuss your phone service. I thought this was a great deal and decided to purchase the config file and have my home phone ported over.

I found out the same day I ordered your service, as I am in the midst of changing internet providers as well, that I need a dry loop installed to get internet service and thusly voip phone service. In order to get dry loop I have to pay for the installation and then pay extra per month for dry loop service.

What should have been explained to me is that in order to receive voip service you would need a dry loop installed in order to use voip. I am not up to speed on all the ins and outs of how voip works so it should be part of the CSR's courtesy to tell the customer that they will need a dry loop installed in order to use your internet and thusly the
voip phone service. This would not have been a big effort to have this small piece of info relayed to me so that I can make an informed decision.

I am changing internet providers on July 28th. Your service was put into place May 31st and would take 3-4 weeks to have my phone number ported from Bell. That will take us to the end of June. I will then have no internet or phone service until I change internet providers after my contract ends with my IP service that I have now on July 28th. I am not going to pay my current provider to set-up a dry loop and pay extra for one or two months only to do it all over again in July with the new provider. This all could have been avoided had the CSR told me about the necessity of a dry loop. One of your CSR's (one of the many I have spoken to over the last week) told me that I should have known about the dry loop - why would I know that? I am not going to know about these things unless I am informed. I am not an expert on voip service this is why I would rely on FPL to give me the correct information.

Had I not been told by the internet provider I am changing to what was involved I would have never known. I would have woke up one day and had no internet or phone service and not have any idea why because at this point I would still be with my current ip provider and would not have spoken to them about any of this. I feel like I was blindsided. I thank goodness for the gentleman at the internet company for telling me about all of this or I would have been in big trouble and with a sick child in the home this could have been a disaster.

The same day I signed for the service I called and asked for a refund. I was told that a manager needs to make this decision and that she will call me back.....week later and no call. I have called almost every day regarding this and am told the same thing only no manager calls me back.

There is a law in Ontario that gives me the right to a refund for a service within 48 hours of purchasing said service. This law is in place to protect consumers. I asked for a refund within 24 hours and this is within my rights to receive a refund as I am very unhappy with your service to date. The fact that no manager called to tend to this matter has no bearing on when I asked for the refund.

I spoke to a CSR again last night and again told him my story. I was once again told that I would need a manager to tend to this. I got very upset as it is very frustrating getting the run around I have been getting, speaking to CSR after CSR - which I know has all been recorded both on their computer and phone line. I was told by this CSR that he would tend to this personally, speak to the manager himself and that he would get back to me today and even gave me a time he would call. I was here and guess what? No phone call! That promise made was never kept.

I do not want my phone ported over and I do want a refund and be done with this mess of a situation. Still I have not heard a thing from anyone in charge at FPL. I do not understand why it is so hard for anyone in charge at FPL to take care of this situation. This is no way to treat a consumer.

Please pass this message on to someone further up in your company that is available and can make this decision please as soon as possible. Surely someone is in charge at your company and if possible can someone give me this person's name because so far I cannot find it.

Thank-you,

Tracey

[bridonca]

I cannot see how freephoneline owes you a refund. You got a freephoneline account, of which had most of the services required for testing, and that cost you nothing. You were never obligated to buy the sip settings. But you did. Freephoneline fulfilled it's end of the deal in return. I see no basis here for a refund.

Your flip flopping has already cost Freephoneline money, and I see no reason why your mistakes should cost them more. Freephoneline is too low margin to have to deal with this foolishness.

[FONGO_steve]

Our manager had an unexpected absence yesterday but is returning today. Your messages have all reached her, I can assure you that.

We've edited your phone number out for privacy reasons, and don't worry - admin has it written down

[FONGO_kris]

There is a law in Ontario that gives me the right to a refund for a service within 48 hours of purchasing said service. This law is in place to protect consumers. I asked for a refund within 24 hours and this is within my rights to receive a refund as I am very unhappy with your service to date. The fact that no manager called to tend to this matter has no bearing on when I asked for the refund.

The Ontario Consumer Protection Act, 2002 [Ontario Regulation 17/05-Gen.] [http://www.e-laws.gov.on.ca/html/regs/e ... 0017_e.htm] states that a supplier who receives a notice demanding a refund [under subsection (3)] shall provide the refund within 15 days of receiving the notice. [O. Reg. 187/07, s. 3.] furthermore, a supplier shall refund a payment received from a consumer in respect of unsolicited (sought out by customer) goods or services within 15 days after the day the consumer demands the refund [under subsection 13 (6) of the Act. O. Reg. 17/05, s. 21.] unless that service is defective whereby a refund must be process within the 48 hours you mentioned, unfortunately this refers to material goods; cancellation of services, requires the same 15 days.

I will inform you now that a full refund has been placed on your account and funds transfered back to you credit card.

Thank-you,

[callopsitte]

I think Bridonca is going too far the way he answers things.

I agree that Videogirl has accepted the service by giving her credit card number. Nevertheless she has asked information prior to purchasing the config file and she was not given all the facts.

This matter could be discussed in many ways but I think FPL's CSR should give more information regarding their service. It's to me basic that people wanting a config file and porting will replace their Bell landline, therefore should be told a dry loop is necessary and most ISP charge for activation of the dry loop up to $50,00.

$50,00 for activating the dry loop and another $50,00 for config + $20,00 for porting is not much when you think that it equals 4 months of Bell to never pay again (or just $10,00 a month for dry loop compared to $30,00 of Bell). BUT it is a question of clarity, integrity and complete honesty. And those are the grounds of building strong for a company.

On the other hand Kris has given the fact, closed the case (in the correct way) and stayed polite by ending with a "Thank you". That is what I call SERVICE.

I really don't know if Bridonca is a FPL CSR or just a consumer but no matter who is I strongly advise you be careful what and how you tell people when they're not satisfied. If that answer would have been for me I tell you you would hate me for you would see me everywhere and in a way you would not like.

[FONGO_steve]

I really don't know if Bridonca is a FPL CSR or just a consumer but no matter who is I strongly advise you be careful what and how you tell people when they're not satisfied. If that answer would have been for me I tell you you would hate me for you would see me everywhere and in a way you would not like.

Customer. Any staff using the boards are clearly identified in their signature and with green moderator status. However, it's usually only Kris and I that cruise through here each day

[callopsitte]

Thanks Steve.

So Bridonca is a customer who really appreciate FPL. Therefore I suggest he leaves those issues to FPL representative as even if he's just a customer the way he replied on this case makes it look bad for FPL (and I clearly see his intentions are to promote in a good way FPL).

[FONGO_steve]

Issue solved
Thread locked