Thursday, June 11. 2009How Grateful Must We Be For A White Knight......John Linton .......and we must all be very grateful to Telstra who, seemingly, spend an awful lot of their own money to ensure that as little misleading as possible takes place. It is very reassuring to know that SOMEONE (or properly speaking - some organisation) truly cares about the great Australian public to the extent that they spend what appears to be a great deal of real money vigilantly scrutinising, what I can only assume is, every written word and every spoken or televised word relating to communications services on every web page, pamphlet, brochure, TV and radio ad, newspaper and magazine ad and press article that exists in Australia on every day of every week. I will be the very first to admit that I'm right up there contending for the title of "very worst proof reader in Australia". I therefore find it comforting to think that Telstra employs people (I assume it isn't one person given the amount of material that has to be scrutinised each day) to diligently read Exetel's web site because I have written every word of the many tens of thousands of words that appear on those pages and am always grateful for being advised of errors. While I am absolutely 'no angel' when it comes to writing generally (this blog for example) I am old enough and wise enough to understand that telling 'porkies' via words written on a public web site, especially words written to describe aspects of services you are offering that require being paid for is an absolute 'no no'. Therefore I have always thought that in doing such writing I have always been especially careful about making any claims that are not strictly true and, I had previously thought, I always erred on the conservative side in making such statements. So you can imagine my absolute amazement, if I was given to hyperbole I might almost say "absolute horror", to be advised by Telstra that I had made a statement on the Exetel web site that was: "patently false and untrue" Good grief, I said to myself, (or words to that effect) whatever have I done! What horrendous illegal acts of gross deception have I perpetrated that has caused so much damage to the Australian buying public???? I was so shaken up by this catastrophic offence that I had committed that, search as I might, I couldn't find the offending words (I was so shaken by the charge of gross written impropriety that I failed to notice the url reference at the bottom of the first page of the two page letter) so after a few minutes I called for help to find the criminally worded allurement. So a much calmer person pointed out the url to me.... ....but to my complete mystification I still couldn't see the offending words after scanning the page several times. So the kind, calm person came to my screen and pointed them out to me. Wow, I thought (or words to that effect).....that wording is a problem? The wording was on this url: http://www.exetel.com.au/business_hspa.php What was the wording that Telstra was demanding be removed (and, of course, was immediately removed) from the third section of this page?: "is usable pretty much anywhere in Australia" which has now been replaced with: "is usable throughout the Optus HSPA coverage areas. Telstra’s General Counsel – Telstra Consumer, insists that to avoid mis-leading any reader that it must also be pointed out that within any Optus coverage area there will be black spots which she says includes, but presumably are not limited to, those caused by elevators (lifts for Australian readers), high rise buildings, the device used and (although we don’t understand what this means) the use of an external antenna)." It took a few seconds to change the wording and doubtless it makes it clear that the coverage is limited to the areas noted on the Optus coverage maps. Of course an intelligent person (scanning the Exetel web site for information) would have, presumably, noted that Exetel had already, very conservatively made reference to the coverage being circumscribed by the referenced coverage maps and all other references including on the HSPA order form should someone actually proceed to order a service.....and this is on a business page that presumably is read (if in fact anyone has ever read it) by business people. Now, and I could be completely wrong, I would, personally, have thought that a business person would understand "pretty much everywhere" written on that particular page after the very specific previous disclaimers wouldn't apply to the 'empty' areas of Australia that, apart from being almost largely unreachable by 'business people', a possible business reader would understand that no mobile service was being claimed to exist either there or anywhere outside the specifically referenced coverage maps and the very specific order form cautions. However Telstra seemed to think "pretty much everywhere" implied the totality of the Australian continent. Perhaps it does/did? I, personally, cant see how any rational reader could possibly make such an assumption. So it took a few seconds to replace the offending words so, thank goodness, there will now never be an instance of some businessman dying in the middle of the Simpson Desert because he was unable to call for help on his Exetel HSPA service - as Forrest would say - "that's one thing less to worry about". I wonder whether Telstra will now insist that we contact the 3,000 or so customers who have bought the Exetel version of the Optus HSPA service to specifically remind them that they shouldn't attempt to try and make use of their HSPA service while trekking through the Bungle Bungles? I sometimes wonder if the writer of such letters as the one we received yesterday visualised themselves wasting their own and everyone else's time writing such dross when they were slogging through their law degree? I would have hoped that, apart from thinking about the money they planned to earn, they would have had some expectation ("dream" perhaps shouldn't be used in this context) of doing something useful for themselves and for their country and their fellow countrymen? Nevertheless we should all be grateful that Telstra is so diligently mindful of the ongoing need to protect the Australian public from the predatory behaviour of unscrupulous communicaton companies.....(there's something wrong with that sentence but I'm not sure what it is). Trackbacks
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since the service has nothing to do with telstra (and thank god)..... who died and made them police of the interweb net.
did they make threats about what would happen if you ignored their letter? perhaps the russian government is running telstra or something. unbelievable. Comment (1)
The letter said that if we didn't remove the words within a few days Telstra would advise the ACC that we had committed multiple breaches of the trade Practices Act.
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Another enjoyable read
My employer just finished a two week break in Tasmania - he reported that (discounting Hobart where he experienced frequent dropouts) the device achieved 'the blue colour' (cyan) almost everywhere he travelled (across the north through the standard tourist stops). Perhaps the optus coverage maps need updating (as they indicated very minimal 3G coverage prior to my employers departure)? I'm not sure if you have any influence in that area John. Comment (1)
Good to hear.
I will forward your comments to Optus but Exetel has no real 'influence' as we are too small. Comments (10)
rest assured they would have too, have seen similar from them many times in the past
at least you know they are paying attention Comments (4)
The wording in the Residential HSPA - Advantages of HSPA is probably more suitable, less wordy (and less sarcastic - which could be puzzling to readers who have not had a chuckle at this blog)
"You can travel anywhere within coverage and have constant access to the internet and email. Exetel's HSPA via Optus service is an ideal mobile data service that combines Optus' wide geographic coverage with Exetel's industry leading very low pay for what you use data rates.........." Comment (1)
I know this is a bit off topic, but it's a bit rough Telstra talking about false advertising, I was trying to work out last night the costs of a Telstra post paid connection on the following page: http://www.beeneverywhere.com.au/html/latest_offer.htm
No where on the pages I was looking at did it say the actual cost per month for the service. At the top of the advert it said "Half price access for the first 12 months on a 36 month contract" and then listed (I think) the half price monthly fees instead of the real monthly fees. In my opinion they are double dipping on the half price concept. And then! if you look at their minimum contract prices for the 200Mb plan in the advert they quote $2,185.59 and in their terms and conditions they quote $1,976.64. I'm stuffed if I can work out how they work out either of those numbers as they a almost double what I calculate. So basically what I'm trying to say is keep up your "Dishonest" practices as I have no idea how to work out the "Honest" ones. Comment (1)
You're quite right.
I've had 'my fun' - I'll change the words to something else. Incidently - I had a friendly call from the ACCC partly to explain why Telstra are so 'sensitive' about those particular words and to arrange to have a chat about general issues. Comments (10)
Darn, there goes my holiday dream of live blogging every elevator in Queensland.
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It is interesting to note that there is a Telstra ad where they promote the 'reach' of the Telstra mobile network by showing a couple in a car, and the non Telstra phone is unable to get a GPS signal where the Telstra phone is. I must admit that until I saw that ad I was not aware that Telstra had their own proprietary fleet of GPS satellites that offered superior global positioning to the common GPS system everyone else in the world uses.
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Welcome to the club They hounded me once a few years ago when I distributed flyers locally for the Exetel mobile service. I stated there was no contract. They were adamant that there was a monthly renewing contract.
I wonder if they'll come after you with the same claim for all your 'no contract' services? Comment (1)
Maybe we should take that up with the ACCC next week?
I'm sure Telstra would be horrified to learn they have inadvertently made errors of statement on their web site. Comments (10)
I'm sure your potential customers were grateful to be protected from your (and our) false and deceptive claims via Telstra's amazing vigilance and caring attitudes towards the Australian community.
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so it sounds like despite them telling you if it didn't get fixed they would contact the ACCC they contacted them anyway, sounds typical of Telstra, they can't help themselves
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No.
What happened was the nice ACCC person apparently reads my blogs and wanted to have a meeting on general issues and also offered an explanation as to why Telstra were 'sensitive' about the issue. Comments (10)
Wow.
That is tragic. Telstra obviously retains a fair bit of its government-ish overhead issues... If Telstra used their money constructively they could be a great company. Alas... Comment (1)
John, I’m beginning to think your blog has far more influence on Australian Broadband than I or possibly anyone else ever thought.
Your obviously hitting a nerve at Telstra and this is their childish way of retaliating. The John L blog is an essential read for those wishing to understand broadband in AU. Keep going strong, we all know which monopoly is holding us all in the dark ages. cheers bill Comment (1)
I hate that ad... It just doesn't make sense. I cannot work out what the Telstra phone is doing differently? Like SW said, what does GPS have to do with Telstra?
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nice to know that was the case and not Telstra playing dirty
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If it hasnt been already, it will be interesting to see if anyone of the mainstream media report on this.
Have you been contacted by anyone at all John. Its such a classic case of the Pot calling the Kettle black and its amazing to think they how much money the charge for their services, only to spend their profits on high priced executive staff and low paid internet-monitors policing their competitors. Comment (1)
Yes, silly add.
To be fair: some GPS devices actually do "assisted GPS" where they down load the almanac and ephemeris data from the Internet rather than directly from the satelite. This allows a 'fix' to be achieved in a few seconds rather than a minute or two. So having a working GSM connection can make GSM work faster. I wonder if that is their excuse for a ridiculous add. Comment (1)
As someone who can't help proof reading everything she reads ...
there a couple of typo's in your new wording "... at all may bw possible and beforeordering an HSPA service ..." ("bw" should be "be" and a space is missing between "before" and "ordering") Gidget Comment (1)
At least they practice what they preach, even if it is in tiny, near-hidden fine print:
http://www.telstra.com.au/mobile/networks/coverage/broadband.html Things you need to know All mobile devices have been tested to operate within the handheld coverage contours of the advertised coverage maps. Mobile telephone coverage depends on where you are, the handset you are using and whether it has an external antenna attached. For tips on maximising your coverage, visit the Maximise Your Coverage page. Customers should be aware that the Telstra wireless coverage maps displayed have been created using tools that predict the likely areas of coverage. Not every particular location within the identified coverage areas has been individually tested for coverage. This means that while the footprint of coverage outlined on the maps is generally accurate, there will be specific areas described as being within a coverage area where a customer's device will not work. This is a common characteristic of wireless systems. For example, coverage could be degraded or not existent in specific locations due to certain physical structures or geographic features or as a result of the device used. Physical structures which may block or inhibit coverage could include basements, lifts, underground car parks, concrete buildings, tunnels and road cuttings. Geographic features which may block or inhibit coverage could include formations such as hills and mountains or even trees. Customers should also be aware the Telstra wireless coverage maps also may indicate planned coverage expansions of the Telstra wireless network. Coverage planned for the future is based on Telstra's rollout schedule. Telstra reserves the right to modify this schedule without notice, as required from time to time. Data speeds experienced on Telstra's wireless networks may be affected by network availability, the type and configuration of customer equipment, the performance of external networks (for example the Internet), the signal strength of the device used and other factors such as the type of application. Like any other mobile network, Next G mobile telephone coverage depends in part on where you are, what particular handset you are using and whether your handset has an external antenna attached. Comments (3)
You might want to have a look at the 3rd section on the same page:
"With no contract and no 'included usage' plans... As Exetel only charges a low $5.00 monthly services fee and then charges only for the data that the customer uses in any month..." I think this was written when the original $5 plans were released, prior to the 5G etc plans. BTW I can't actually find where to get to this page other than from the direct link on this blog - is there a link to it on the website somewhere? Or is it an orphaned page, which Telstra has found via a google search for "3G coverage" and then reading every provider's page that was listed? Comments (3)
Very thorough.
Perhaps it has something to do with the ACCC taking them to court and winning on their previous advertising and web statements being misleading? Comments (10)
That puzzled me too because it was an old page with no link to it on our web site. God knows how Telstra found it.
..and that, of course, is the reason it's out of date - it was replaced many months ago. Comments (10)
Why don't you be a real smart-a*** and use their wording, replacing "Telstra" with "Optus".
grin Comments (3)
Old post, but just to add. Saw an add today of Telstra advertising a game, 'Plants and Zombies' as exclusive to Bigpond. Considering this came out on Steam well before Bigpond, I wonder how they can claim this.
So false advertising is OK. So long as you are Telstra Comment (1)
,,as Mike gatting once remarked to an Indian cricket umpire....one rule for them, a different rue for us....
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Most likely, and that's my guess as to why they were so "sensitive". Here's the ACCC link: http://www.accc.gov.au/content/index.phtml/itemId/805361/fromItemId/2332 from 6th Dec 2007, "Telstra misled consumers about the coverage available on its Next G mobile network, the Federal Court found today."
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