Q: I visited New Zealand last November. We had a laptop and were told to buy a local data dongle to save money on internet use. I visited 2degrees and told the salesperson I was going to the Bay of Islands, and asked her to make sure the dongle ($69) would work there. It stopped working as soon as the coach left Auckland. I was then told by my friends that 2degrees doesn't work in the Bay of Islands. Six days later, I was finally able to get hold of the store manager, who was willing to refund me.
I requested that the credit charge on my card be reversed. That couldn't be done - they needed a New Zealand bank account. I had to give them my friend's account details. After five days, the money had not been paid in.
I phoned to complain and was told that someone would call back. No one has.
A: 2degrees says it has now deposited the refund in your friend's account. A spokeswoman says: "It's really unfortunate this customer has had such a bad experience with us as we take great pride in our service. We will be reviewing what happened and will look to make changes to our processes if necessary."
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Have you been ripped off? Got a gripe with customer service or a query?
Write to Consumer Watch, PO Box 32, Auckland or send an email to Susan at firstname.lastname@example.org.