HTML Preview Business Communication Complaint Letter page number 1.
From:
Matthew Connolly
<removed>
Email: <removed>
Phone: <removed>
To:
Telstra Bigpond
Locked Bag 20026
Melbourne VIC 3001
Subject:! Complaint regarding equipment provided for Bigpond
Cable broadband service.
Dear Manager,
I am writing this letter of complaint after numerous unsuccessful attempts to resolve a
problem with my Bigpond cable broadband service.
The problem is that the provided cable modem, a Netgear CGD24N, is not suitable for the
purposes for which it has been advertised. I have had a field technician check the line to
my premises on three occasions and had the modem replaced twice, with no resolution. I
have resolved the problem myself by disabling the cable modems “router” functionality and
installing my own wireless router. I demand that the cost of this router be reimbursed to me
as a credit on my account. I will then continue to use my cable broadband service under
no contract period since Telstra has failed to provide working customer premises
equipment and therefore the conditions of the contract have not been met.
I will now go into detail about my experience with Bigpond’s support and sales, my efforts
to diagnose the problem and communicate that to Telstra Bigpond in order to reach a
resolution whereby I can fully utilize the service.
Bigpond Internet Service:
Overall, Bigpond’s internet service is excellent. The quality of the physical cable
infrastructure and network it attaches to delivers high quality internet to my home. The
bandwidth available to me is 6-7 times faster than is achievable via ADSL, which is of
great value moving forward as more devices include network functionality and more
businesses engage with consumers over the Internet.
However, Telstra’s decision to provision the Netgear CGD24N cable modem reduces the
functionality of this service to a virtually unusable state for a medium sized house of 3
people.
Page 1 of 9, Wednesday, 28 September 2011