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96 posts

Master Geek
+1 received by user: 2


Topic # 91939 24-Oct-2011 05:16
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Quote:1. Inappropriate procedures: Employees are forced to follow procedures "that are designed for the benefit of the business, not for the customer".

http://www.stuff.co.nz/business/industries/5797098/Pointing-the-finger-at-bad-customer-service

Have you experienced bad customer service? It is time to kiss and tell.

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96 posts

Master Geek
+1 received by user: 2


  Reply # 536837 24-Oct-2011 05:54
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From my own point of view, the worse Customer Service I have ever experienced has been trying to deal with Broadband issues through Telecom NZ.
The first port of call is the Philippines, and from my own many experiences, I dread calling the 0800 number that takes you there.
Over the past few weeks, I have awaited for telephone calls that never eventuated, "24 hour modem watch where no record could be found" ... and the complete confusion of trying to understand someone with an Asian accent (no disrespect ... a French accent is also hard to follow) ... when one finally reaches a "level 2/complex tech" the same thing can be said ... I have done the speed tests ... 3 times a day over a 3 day period ... never being able to contact the same Complex Tech .... and, yep, no record of the "speed test" .
I have also inquired about the usage meter not working for several days ... the techs reply ... "well you have had free usage during that period" .... no reason why it was not working ... and "free use" is a bit of a cheek, considering all the hundreds of disconnections I am still experiencing. One never appears to get the same Complex Technician and the "case number notes" don't appear to be looked at.

If in the end a Chorus Tech arrives at your house, well at my house ... the Tech who arrived on Monday 17th Oct. 2011 asked "what is the problem?" .... he was unaware of all the "documented problems" I had ... dismantled a hard of hearing bell and was on his way stating the problem was fixed ... it was my telephone bell ... which was not the case. Apparently my "line" has been on a 48 hour watch over Labour weekend ... with 100 disconnections approx .... I am not a happy customer and Customer Service is not making things easier ... now that is my recent experience. Cheers Tedz.

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