Customer anger at Xtra rebates

Telecom customers say they are insulted at the convoluted and difficult steps they have to take to be compensated an average of $3.25 after their internet service crashed.

For four days this month Xtra, Telecom's internet service, failed, leaving thousands of residential and business customers offline and frustrated.

The company emailed customers with an apology and directed them to a website which outlined the necessary procedure to get their refund - an average of $3.25 a customer.

But several Xtra subscribers contacted the Herald venting their anger.

"In typical Telecom style, they make it very difficult to get a credit," emailed Brian Watson.

"You have to go to a web page, select your type of plan, enter all of your details and submit a request for the credit.

"The only reason I can see to have to go through such a convoluted path ... is to limit the cost of their stuff-up."

IT journalist and blogger Juha Saarinen said on his blog: "Having to request the credit when Telecom said customers wouldn't have to do anything is just plain insulting."

Mr Saarinen was referring to Telecom's earlier press release that said: "Customers don't need to do anything. Starting next week we will notify Xtra customers ... "

Mr Saarinen adds: "Telecom doesn't even tell you how much the credit will be, only that it will appear on my July bill as 'Xtra credit for May'. This is the company that slaps on hefty penalties for the slightest delay in paying them."

Telecom spokesman Sean Martin said the company was not going back on its word by saying customers would not have to do anything.

"That was in the initial instance regarding the credit, meaning that we'd be in contact with them, instead of people flooding call-centres saying, 'how do we get this credit?'."

He said customers had until June 28 to apply, which is why the refund would not appear on statements until July.

It would not be appropriate to automatically credit all Xtra customers because not all users were affected.