Customer Service let down.

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gypsymanz

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Reply # 133522 27-May-2008 11:14
I moved house at the end of march, I first talked to xnet about getting broadband at the new property before I left the old, about mid march. I finally get my connection sorted and receive my Linksys router mid may. Two months of frustrating balls-ups, frustrating long waits on hold, crappy service generally and at times damn rude customer care staff! This experience has turned me from a happy customer to a hostile customer. Who in the company should I write to? Is there a industry watchdog? I would vote with my feet but the contract has a break clause!

maverick

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Reply # 133525 27-May-2008 11:34
Hi Gypsymanz Firstly let me point out availability of the Linksys routers has nothing to do us I'm afraid and we are as disappointed with the lack of supply as you are believe me, we would love to have all those that have had to wait on weeks ago but unfortunately it was outside our control and we have let Linksys know in no uncertain terms of how unhappy we were with this situation, the only mitigation I suppose I can offer for this was the huge uptake of the service without even advertising that caught the distribution channels and suppliers completely off balance. You can PM with your details and I can see if we have done all we could do in regards to service activation to see if it was a delay of our making or where we just waiting for the hardware to arrive. I’m sorry that you have had an issue getting connected and the process ahs not been smoth for you, but if you can PM the details I will see what type of response I can supply you with as we don't want hostile customers. Regards Phillip Moore Operations Manager WorldxChange Communications Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

xpd

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Reply # 133536 27-May-2008 12:03
maverick: I will see what type of response I can supply you with as we don't want hostile customers. (has visions of gypsymanz storming Xnet head office swinging his Linksys router around his head) But yeah, I was watching the shipments pop into Techpacs system and straight out again...... last I saw, they had 300 units on back order and over 50% of those were already sold to go out. Overall with my small amount of contact with Xnet CSR's, theyve been friendly and helpful, just a few hiccups with processes more than anything, but all companies have that and also I guess Xnet have been quite a lot busier with the new plan being quite popular. XPD / @DemiseNZ / Gavin Website CPU : Intel E5300 GFX: Geforce 9800GTX/+ RAM: 3GB DDR2 A+ - MCDST - MCTS CCNA Arriving soon.

gypsymanz

7 posts

Wannabe Geek

Reply # 133545 27-May-2008 12:22
No there did not seem to be a supply problem you just sent the router to my old address, the one I had left over a month previous. Your response was 'can you pop around to your old place and see if it's there' that's a 50Km round trip! Hopefully there is a $50 credit appearing on my account as agreed, and only then did you agree to send out a replacement to the right address. But the sad fact is this is only one in a series of your balls-ups, not one stage of the process did you get it right. I have PM'ed you my details.

gypsymanz

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Reply # 133546 27-May-2008 12:28
xpd: (has visions of gypsymanz storming Xnet head office swinging his Linksys router around his head) nice mental image , Ghengis Khan the nerd.

maverick

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Reply # 133563 27-May-2008 14:03
Okay, I know know the details now this was a Xtencity wireless installation on the Kordia Extend network hence my questions about delays in equipment as there was shortage delays in the DSL router products. Firstly let me address some of the questions, The go ahead for the installation we received from you on the 16 April after your initial discussions with staff on the 14th April The Scheduled Install date was requested and set down for the 1st May. The scheduled date could not be met by the installers due to Weather Issues in the area causing delays on installations and you were advised it would now be on the 5th May. The installation was carried out on the 5th and you informed us that the router had not arrived, we investigated and found that we had sent the router to the old address, this was totally our fault and related to a mismatch in 2 separate database systems. (presently moving from the old to the new) Not your issue or concern as it is our problem and we have worked hopefully to close that hole. At this stage we informed you that the device had been delivered and might I add signed for at your old address and we then asked if you would like you drive to the old location and retrieve the unit or we could send a new out but that it may be quicker for you to get it from the old address and we offered a $50 credit for your trouble, you also had our apologies for this once again, we considered this may have been a quicker option for you and was the only motivation for suggesting it, if we understood that it was inappropriate of us to ask you to do this we not have offered this an an option and I once again apologize. I believe you went to the old site on the 6th May but apparently the package was not received by the occupants at that site, Courier tracking I might add shows a signature was obtained on Sat the 3rd May at 10:43 so it would appear that whoever is in that location now has a free router, lucky them but doesn't seem to be many honest people around some days. Once again this is not your issue or problem it was of our making for sending it to your old address. We immediately provisioned a new device on the 6th (late afternoon) and the courier picked it up on the 7th it was received by you on the 11th May at 6.50pm. The $50 credit is on your account as well as the credits for any VFX service in April, those are there now. We obviouslly did not get the address right in the first plcae and this was the contributing factor in the delay in getting the service online for which we do and have apolagised, I don't think though that we could have done much more to rectify the situation from the time we knew the router dispatched "disappered" and I'm sorry you feel that the actions we took were not good enough but we did our best here. Regards Phil Moore Operations Manager WorldxChange Communications Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

gypsymanz

7 posts

Wannabe Geek

Reply # 133593 27-May-2008 15:53
maverick: The go ahead for the installation we received from you on the 16 April after your initial discussions with staff on the 14th April You are correct but, it was back in march before I moved in that I first contacted you about getting xtencity and started the process, agreeing at the time to a LOS test. At the time I was told it could take up to 3 weeks as a technician would need to visit the property. 3 weeks later no technician no news I ring your customer care line and chase you up and after all that time you tell me the same information you would get by putting my address in the widget on kodia web site. The Scheduled Install date was requested and set down for the 1st May. You make it sound like I requested a 1st may installation this was in fact because there was a minimum of 3 weeks before installation, not my choice. The scheduled date could not be met by the installers due to Weather Issues in the area causing delays on installations and you were advised it would now be on the 5th May. Again I had to chase you up to find this out and get a new installation date. At this stage we informed you that the device had been delivered and might I add signed for at your old address and we then asked if you would like you drive to the old location and retrieve the unit or we could send a new out but that it may be quicker for you to get it from the old address and we offered a $50 credit for your trouble, you also had our apologies for this once again, we considered this may have been a quicker option for you and was the only motivation for suggesting it, if we understood that it was inappropriate of us to ask you to do this we not have offered this an an option and I once again apologize. You can add that the package was signed for all you like but it doesn't change the fact I hadn't lived there for a month. As for whether it is inappropriate to ask a customer to take a 50km round trip to retrieve a package you miss-addressed, that's a matter for opinion, is it good customer service? I believe you went to the old site on the 6th May but apparently the package was not received by the occupants at that site, Courier tracking I might add shows a signature was obtained on Sat the 3rd May at 10:43 so it would appear that whoever is in that location now has a free router, lucky them but doesn't seem to be many honest people around some days. Once again this is not your issue or problem it was of our making for sending it to your old address. I agree with your assessment of peoples honesty, and yes not my issue or problem. We immediately provisioned a new device on the 6th and was the courier picked it up on the 7th it was received by you on the 11th May at 6.50pm. Plug it in and it should just work I was told, not likely with the wrong pppoe user-name and password, but never mind by this stage I was expecting that something would be amiss. The $50 credit is on your account as well as the credits for any VFX service in April, those are there now. Cheers thank you. We obviouslly did not get the address right in the first plcae and this was the contributing factor in the delay in getting the service online for which we do and have apolagised, I don't think though that we could have done much more to rectify the situation from the time we knew the router dispatched "disappered" and I'm sorry you feel that the actions we took were not good enough but we did our best here. My only real beef over this issue with the router are that I don't think it can be regarded as good customer service to pressure a customer to drive 50km to retrieve a miss-addressed router whether or not you give them a $50 credit. Really I should also mention that prior to inquiring about xtencity I first talked to xnet about broadband shortly after signing up for the new house so first half of march, at that time I was told to find out if adsl is available they would get me to sign up for xnet fusion and were sending out forms for me to fill out and sign. These forms never did arrive at either place. You can make every excuse you like for each and every issue in this saga, and as you've pointed out some of the issues were just accidental with perfectly reasonable explanations, but as a hole the saga sucks, just one blunder after another, the product is fine the customer service is a big let down.

freitasm

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Reply # 133623 27-May-2008 18:24
Wow! Talk about hijacking threads. Could you folks please open new threads for your discussions when it's not directly related to the OP? Otherwise it gets really hard to follow everything - and if the OP's problem/question was solved/answered othe people will not be receiving email notifications on a discussion that they may have no interest. Mauricio Freitas (Geekzone Admin, Devil's Advocate, my blog, technology disclosure, my tweets, Web Performance Optimization) Geekzone Price comparison \| Amazon Kindle order page \| How to get the best out of Geekzone \| New Zealand IT Jobs \| Geekzone News \| Jinglebugs

nate

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Reply # 138692 17-Jun-2008 13:59
gypsymanz: My only real beef over this issue with the router are that I don't think it can be regarded as good customer service to pressure a customer to drive 50km to retrieve a miss-addressed router whether or not you give them a $50 credit. From how I read maverick's response, you were advised that picking up the router would be quicker from your old address, rather than waiting for a new one - doesn't sound like pressure to me. gypsymanz: You can make every excuse you like for each and every issue in this saga, and as you've pointed out some of the issues were just accidental with perfectly reasonable explanations, but as a hole the saga sucks, just one blunder after another, the product is fine the customer service is a big let down. You have got to be joking. You have the WxC Operations Manager respond to your off-topic post within three hours, and he's being completely honest and helpful with your scenario. How is that a big let down? I admit it hasn't been the best process for you, but complaining at maverick after he's trying to help you out certainly isn't going to encourage him to go the extra mile for others. Custom software development \| Mt Eden Cafe \| Gardening Blog \| Gardening.co.nz

gypsymanz

7 posts

Wannabe Geek

Reply # 138718 17-Jun-2008 14:38
nate: From how I read maverick's response, you were advised that picking up the router would be quicker from your old address, rather than waiting for a new one - doesn't sound like pressure to me. If they won't send a new router until I go look for their old router then yes it is pressure, sorry. You have got to be joking. You have the WxC Operations Manager respond to your off-topic post within three hours, and he's being completely honest and helpful with your scenario. How is that a big let down? I admit it hasn't been the best process for you, but complaining at maverick after he's trying to help you out certainly isn't going to encourage him to go the extra mile for others. You seem to think I am attacking Maverick personally, this is not the case and I'm sure if it was he is cable of defending him self. Rather I was correcting his assertions about what happened. As freitasm has pointed out this is not the right thread for this, perhaps try http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=23075

Dratsab

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Reply # 138732 17-Jun-2008 15:11
Meanwhile, back on topic... gypsymanz: Two months of frustrating balls-ups, frustrating long waits on hold, crappy service generally and at times damn rude customer care staff! My whole take on xNet's customer service is that it is vastly superior to any other provider. When I signed up (online) last February I was contacted within a few days and advised I would be connected within the next 5 working days. This didn't appear to happen (though it actually had) and after a few phone calls to the helpdesk (please change the music!!) and a visit from a technician, it transpired that the problem lay with Telecom, who believed I wanted to have the Naked DSL service AND retain my Telecom landline. As if. During the sorting out of this issue, which took about a week, the particular helpdesk person I dealt with was very helpful and there was never even a hint of rudeness. The helpfulness went to the extent where the provisioning manager was called at home to offer suggestions. I couldn't be happier with the service I've received from WorldxChange. Chuck Norris has abolished the periodic table of elements. The only element he recognises is the element of surprise!

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