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626 posts

Ultimate Geek


#157238 24-Nov-2014 21:14
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So, it's time to assign credit where it's due.

I've been involved in a lot of residential and business UFB deployments with both Spark and another large telco. The former has routinely:
- Shipped the router within 1-2 working days without fail
- Router always arrived pre-configured and fully operational
- When a slipup occurred due to a mistake by the LFC, Spark pressed the issue with them that same day and the issue was rectified within 24 hours
- Installation co-ordination was excellent and the service provisioned within the given timeframe.
- Billing transition was seamless between the ADSL2 and UFB products
- CSR's were responsive and answered technical queries quickly and efficiently.

Compare that to the latter who:
- Took 2.5-3 weeks to ship the router
- Router had to be configured from scratch
- Cut the copper voice & data circuits before the UFB service was operational leaving the customer with no voice or data services
- Billed the customer from the date the order was placed, rather than when service was enabled
- CSR's frequently didn't have any technical knowledge around the UFB. Escalation required very long periods of time on hold.

Well done Spark!

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  #1182439 24-Nov-2014 22:00
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This sounds like Team Rainbow vs Team Red to me from my own experience. Good job Team Rainbow!

*rainbow because Spark are no-longer team blue.




40 posts

Geek


  #1182465 24-Nov-2014 22:34
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Despite popular belief...The name change was a lot more than applying lipstick to a pig, I can tell you that much.

 
 
 
 


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Ultimate Geek


  #1182468 24-Nov-2014 22:46
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Even when they were Telecom I found them to be pretty good, although I only ever had business broadband not residential. Care to say who the other company is?

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  #1182523 25-Nov-2014 08:14
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meesham: Even when they were Telecom I found them to be pretty good, although I only ever had business broadband not residential. Care to say who the other company is?


Same here - never had the problems that so many in the Vodafone section do in regards to waiting for hours on hold then suddenly being disconnected. I think a good part of the 'hate' against Spark/Telecom has more to do with some sort of gripe against the company from something that happened 30 years ago back when they were part of the post office rather than anything that is actually happening today.




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  #1182613 25-Nov-2014 10:08
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Thanks wsns.  I know this reflects the huge amount of work that was done by the team to get the install experience right across each LFC.
As you will all know we weren't first to market in many places, but these are the things we wanted to get right before we associated Spark with the install experience.




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  #1182972 25-Nov-2014 19:55
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cbrpilot: Thanks wsns.  I know this reflects the huge amount of work that was done by the team to get the install experience right across each LFC.
As you will all know we weren't first to market in many places, but these are the things we wanted to get right before we associated Spark with the install experience.


Can only agree here. The seamless processes don't happen by accident and without extensive work in the background.

Yay for another happy customer (or two or three)

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