Marsden is Here

I am attempting to top up my T-Stick using your online service. It says quite clearly at http://www.telecom.co.nz/mobile/yourmobile/topup "Top up your XT Prepaid Mobile or T-Stick online" (with fuel-gauge graphic adjacent) and "Top Up Now" on the button below

Clicking the button takes me to a page where i can enter my credit card details - so far so good. However completing this page does not allow me to top up my T-Stick online. Instead the instructions tell me to call my mobile phone and follow the top-up procedure using the displayed voucher number.

Of course this will add the credit to my mobile phone, not to the T-Stick! The specific wording of the instructions implies that there is an option for selecting a different phone number somewhere in the menus but I have been unable to find it. Instead I had to press "3" for PROBLEMS (which is almost funny) and your help-desk was able to apply the voucher number - and tell me this was the -usual- process for "topping up online".

However 3 escalations later they were still -unable- to tell me
a) why the website - and their scripts - insist that it is possible to "Top Up Online" when it is not.
b) who was responsible for this situation
c) who is going to be responsible for fixing this situation

And by fixing this situation I do not mean changing the website to make it explicit that you can not in fact top up online. I mean actually adding the functionality that will let me and all your other T-Stick and similar users add credit to our devices directly from your website. We should not have to have access to a -phone- to top up our -mobile internet-. We should not have to -spend time waiting on the phone- until we reach the front of the queue for your call center!

(For all I know the functionality is already there, and just the links are wrong. How easy would that be to fix?)

Yes there are other mobile internet providers in NZ. I reluctantly chose Telecom because on the rare occasions I need mobile broadband you have the best coverage. I'm sorry the rest of your support structure does not match up.