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Topic # 112788 20-Dec-2012 13:37 Send private message

I'm helping my parents out with a broadband plan change and decided to do it through this link rather than calling the help desk because phone queues. I submitted my request Tuesday morning and read that it can take up to two days to be completed. No problem, no rush on my end :)

Two days (and no change) later I call them (after rebooting the modem a few times to make sure) and the CSR says they unfortunately have no way of tracking whether requests made through the website have been completed or even received or not.

My only option was to be transferred to the 123 team and make another request which was unfortunately not possible as I'm not the account holder and I have to wait until the parents are back then likely another two days until the change is completed.

Erm, what?

Surely that is a massive oversight. No way to track customer requests made through the website. What is Telecom's standard operating procedure when there is a problem with a request made through the website?

"LOL, sorry bro. Better resubmit a new request."

I'm no genius but that seems like a basic requirement for customer service. Am I wrong?

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Telecom NZ

  Reply # 735502 20-Dec-2012 13:47 Send private message

You should have been given a reference number online which they would track the service order. Did you get given a service order?




I work for Telecom, but as always my views are my own.

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  Reply # 735508 20-Dec-2012 13:50 Send private message

I have rarely every had to wait long when phoning telecom, so probably best to phone them.

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  Reply # 735512 20-Dec-2012 13:57 Send private message

If you send a second plan change request online iirc it's filed as urgent and gets put through pretty quick.

You should get an email stating the plan change has been processed if it happened



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  Reply # 735616 20-Dec-2012 16:20 Send private message

plambrechtsen: You should have been given a reference number online which they would track the service order. Did you get given a service order?


I do have the number but was told that it was impossible to track whether the service order had been completed or not. This was the source of my confusion and irritation.

mattwnz: I have rarely every had to wait long when phoning telecom, so probably best to phone them.


While this is true it is hardly the point.

loceff13: If you send a second plan change request online iirc it's filed as urgent and gets put through pretty quick.

You should get an email stating the plan change has been processed if it happened


I have placed a second order online as my parents won't be back till tomorrow and I'll be leaving then. I'd rather sort this for them before I leave than do it remotely.

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  Reply # 735630 20-Dec-2012 16:49 Send private message

1080p: my parents won't be back till tomorrow and I'll be leaving then. I'd rather sort this for them before I leave than do it remotely.


O/T, but: good planning - visiting the folks while they're not actually there :-)



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  Reply # 735926 21-Dec-2012 10:43 Send private message

BlueShift:
1080p: my parents won't be back till tomorrow and I'll be leaving then. I'd rather sort this for them before I leave than do it remotely.


O/T, but: good planning - visiting the folks while they're not actually there :-)


Hehe, it wasn't intended but worked out like that in the end :)

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Telecom NZ

  Reply # 735969 21-Dec-2012 11:43 Send private message

The other issue with the Online form is they need to confirm who you are, and if you are legally able to make plan changes.  Just like if you ring up and try and do it over the phone.

If you're not authorized to make plan changes in your parents account then you shouldn't be permitted to do it online either.

That may have been part of the holdup with getting it done.

As always it's worth getting yourself added as a nominated as an authority on your parents account so you can make these sorts of changes in the future.




I work for Telecom, but as always my views are my own.

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