Nowra outage

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nilushid
Admin
Posts: 1197
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Nowra outage

Post by nilushid » Wed Jul 08, 2020 2:17 pm

peterh_oz wrote:
Wed Jul 08, 2020 6:00 am
0201359481

Thanks
Hi

The outage has been successfully restored. We can see your service online and connected. Please check the service and confirm.

Exetel apologizes for any inconvenience this may have caused.

Thanks

nilushid
Admin
Posts: 1197
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Nowra outage

Post by nilushid » Wed Jul 08, 2020 2:26 pm

johnhennessy wrote:
Wed Jul 08, 2020 2:02 pm
Yes, back up now. Can I expect to get a refund of 1 day?
Hi

We understand your frustration over this service issue and the downtime credit.

With regard to the credit for your service issue, please note that we do not provide credit for residential grade services. The service that we provide does not have a service level agreement, and it works on a best-effort basis. Hence in the event of a fault/interruption of service, we do not provide credit for the downtime. The Exetel staff will make sure to get the services up and running asap by working with the supplier.

Having said that, if the service interruption continues to impact the customer service for significant days, Exetel management will decide on the downtime credit as a gesture of goodwill.

Exetel apologizes for any inconvenience this may have caused.

Thanks

johnhennessy
Posts: 31
Joined: Fri Sep 17, 2004 4:20 pm

Re: Nowra outage

Post by johnhennessy » Wed Jul 08, 2020 2:29 pm

That's great loyalty for being one of your first 1000 customers 16 years ago.
John Hennessy
Member since September 2004

James
Exetel Staff
Posts: 2027
Joined: Mon May 09, 2005 10:27 pm

Re: Nowra outage

Post by James » Wed Jul 08, 2020 5:29 pm

I'm sure you get a loyalty/pioneer credit John.

johnhennessy
Posts: 31
Joined: Fri Sep 17, 2004 4:20 pm

Re: Nowra outage

Post by johnhennessy » Wed Jul 08, 2020 7:01 pm

Absolutely not!
John Hennessy
Member since September 2004

johnhennessy
Posts: 31
Joined: Fri Sep 17, 2004 4:20 pm

Re: Nowra outage

Post by johnhennessy » Wed Jul 08, 2020 7:15 pm

Absolutely not!
I have never been shown any gratitude for being one of the longest serving customers of Exetel. I have been responsible for signing up dozens of members over the last 16 years. Unfortunately loyalty means very little in business today. That is very sad, but it is just a part of normal life today. If only businesses realised the value of good customers, and the value of good customer service to their own business! It is not rocket science.
Regards
John Hennessy
John Hennessy
Member since September 2004

nilushid
Admin
Posts: 1197
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Nowra outage

Post by nilushid » Wed Jul 08, 2020 9:50 pm

johnhennessy wrote:
Wed Jul 08, 2020 7:15 pm
Absolutely not!
I have never been shown any gratitude for being one of the longest serving customers of Exetel. I have been responsible for signing up dozens of members over the last 16 years. Unfortunately loyalty means very little in business today. That is very sad, but it is just a part of normal life today. If only businesses realised the value of good customers, and the value of good customer service to their own business! It is not rocket science.
Regards
John Hennessy
Hi John

We are happy to further discuss and review this from our end. You will be contacted via the following referance number very soon.

Case-428320

Exetel apologizes for any inconvenience this may have caused

Thanks

James
Exetel Staff
Posts: 2027
Joined: Mon May 09, 2005 10:27 pm

Re: Nowra outage

Post by James » Thu Jul 09, 2020 9:38 am

John,

Email me your account details and I can get you added to this.

James

johnhennessy
Posts: 31
Joined: Fri Sep 17, 2004 4:20 pm

Re: Nowra outage

Post by johnhennessy » Thu Jul 09, 2020 1:19 pm

What is your email address James?
John Hennessy
Member since September 2004

James
Exetel Staff
Posts: 2027
Joined: Mon May 09, 2005 10:27 pm

Re: Nowra outage

Post by James » Thu Jul 09, 2020 2:28 pm

james@exetel.com.au, it's in my profile I believe.

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