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nunz
1421 posts

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  #1560322 26-May-2016 22:23
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We had a client that took five months to get through the process with. They kept classifying the site as multi tenant. When we finally sent the google earth shot and pointed out the word hotel broadly blazended on the roof, they still had problems getting over the fact it was not multi tenanted. Then there was the issue of the five visits as no one could agree where to lay cable under the foot path.

 

Todays call to Chorus, about a site where the client has had no phone or internet for nine months ( well 9 months minus one week), the receptionist put me on hold multiple times and when she told me someone would phone or email me (after failing to do so three times in the last 36 hours) I kicked up a stink and asked to talk to her manager. More time on hold.

 

Her manager not available.

 

Any manager will do.

 

Time on hold

 

None available.

 

 

 

At that point I asked for her name, her managers name and asked how to spell them so when I went to the press with the story of how Chorus refused / failed to get a phone and internet connection working inside of 9 months and had failed to be onsite, or phone me or email back etc etc ...

 

Back on hold.

 

A manager is suddenly available.

 

I couldn't resist it - I had to ask if this truely meant that Chorus didn't give a rats bottom about their clients unless threatened by the press and if it was comany policy to lie to people phoning up about staff availability.

 

 

 

BTW - Sonja and mel - wheres the call from yourselves and from the Chch branch manager I was promised within half an hour this morning? Surprise, surprise, no calls and care given as long as I was off the phone. More promises broken.

 

 

 

 

 

 


 
 
 

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Darren0
70 posts

Master Geek


  #1560435 27-May-2016 08:40
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nunz:

 

We had a client that took five months to get through the process with. They kept classifying the site as multi tenant. When we finally sent the google earth shot and pointed out the word hotel broadly blazended on the roof, they still had problems getting over the fact it was not multi tenanted. Then there was the issue of the five visits as no one could agree where to lay cable under the foot path.

 

Todays call to Chorus, about a site where the client has had no phone or internet for nine months ( well 9 months minus one week), the receptionist put me on hold multiple times and when she told me someone would phone or email me (after failing to do so three times in the last 36 hours) I kicked up a stink and asked to talk to her manager. More time on hold.

 

Her manager not available.

 

Any manager will do.

 

Time on hold

 

None available.

 

 

 

At that point I asked for her name, her managers name and asked how to spell them so when I went to the press with the story of how Chorus refused / failed to get a phone and internet connection working inside of 9 months and had failed to be onsite, or phone me or email back etc etc ...

 

Back on hold.

 

A manager is suddenly available.

 

I couldn't resist it - I had to ask if this truely meant that Chorus didn't give a rats bottom about their clients unless threatened by the press and if it was comany policy to lie to people phoning up about staff availability.

 

 

 

BTW - Sonja and mel - wheres the call from yourselves and from the Chch branch manager I was promised within half an hour this morning? Surprise, surprise, no calls and care given as long as I was off the phone. More promises broken. 

 

 

Sigh, this stuff frustrates me. You're never going to make decent progress with Chorus directly, let alone getting them to admit they're wrong and fix it, especially when copper services are involved. That's what decent retailers are for, that's what escalation matrices are provided to the RSPs for. If I see an order get late once, escalate on missed commit. I see an address issue, submit an address correction with decent evidence. Chorus make a mistake, escalate based on Chorus provisioning error. Don't get progress? Service Delivery Manager.

 

These avenues to get things fixed exist, I've never had an issue go longer than a month except for consents with any of my customers.


thewanderingv

185 posts

Master Geek


  #1560622 27-May-2016 12:12
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Yes, as I am finding out, having a good RSP that's committed to being an effective intermediary is key.

 

 

 

But that said, I've had a totally different experience with Chorus, one that's been pretty swell. Fingers crossed!




nunz
1421 posts

Uber Geek
Inactive user


  #1562670 30-May-2016 21:48
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Darren0:

 

nunz:

 

We had a client that took five months to get through the process with. They kept classifying the site as multi tenant. When we finally sent the google earth shot and pointed out the word hotel broadly blazended on the roof, they still had problems getting over the fact it was not multi tenanted. Then there was the issue of the .....

 

 

Sigh, this stuff frustrates me. You're never going to make decent progress with Chorus directly, let alone getting them to admit they're wrong and fix it, especially when copper services are involved. That's what decent retailers are for, that's what escalation matrices are provided to the RSPs for. If I see an order get late once, escalate on missed commit. I see an address issue, submit an address correction with decent evidence. Chorus make a mistake, escalate based on Chorus provisioning error. Don't get progress? Service Delivery Manager.

 

These avenues to get things fixed exist, I've never had an issue go longer than a month except for consents with any of my customers.

 

 

Where is the information on these processes available? I've banged my head at Xtra / spark, Vodafone, 2Degrees, and a number of other ISPs, tried to get escalation and failed.

 

Is there information available somewhere on choruses responsibilities and mandated SLAs?

 

At the end of the day I deal with a lot of different businesses with differing ISPs. If there is some magic phrase or reference or process I could refer to then this would all be so much smoother. However, I do find bureaucracys don't care what is legally mandated / required. I've certainly rammed enough of it home with ACC / IRD etc over the years and the plebs just don't care and their entire role seems to be preventing you escalating or even getting to the complaints department.

 

At the end of the day it seems to be finding that one really good person in any organisation and hanging onto their details for grim death. And even then escalation is a tricky thing. did it once to Vodafone and just about lost my job after 2-3 mangers took to threatening my boss as they didn't want to hear there are issues with RBI etc.

 

 


thewanderingv

185 posts

Master Geek


  #1565824 4-Jun-2016 21:21
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Unexpectedly and thanks to the amazing Chorus team we had some techs from Downers who came in early and set up our connection today. The techs were awesome and supremely helpful. They also did a clean job getting the fibre into the property.

But of course there has to be bad news. When the ONT was switched on it turned green but didn't pick up any updates. It turns out that there is a mix up in how my line connects to the GPON and that Chorus has to fix this on their back end. Which would seem easy enough but the specific team responsible (records) is closed until Tuesday.

So everything is now on hold.

Sigh...

littleheaven
2116 posts

Uber Geek


  #1566010 5-Jun-2016 12:30
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So close and yet so far! 





Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.

 

Currently using: Custom-built AMD Ryzen 7 3700X Desktop, 2021 iPad Pro 11", iPhone SE 2020, AppleTV4.


thewanderingv

185 posts

Master Geek


  #1569113 10-Jun-2016 07:29
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After the hiccups on Saturday, I was finally connected last night. The installer from Downer made it over in the evening to set up a new ONT that he had programmed with the changed information, but found that the connection still wasn't working. After checking with Chorus that the connection was live, he rang Orcon, who said that the connection had not yet been activated (even though they had said everything was ready on Saturday). So after another 30 minute delay, I was finally set up and my connection went live.

 

I discovered some pretty large black holes within Chorus this week though, which was the one blemish in an otherwise great experience with the company. The whole process of getting the backend revisions and adjustments sorted required a last minute plea via the GZ forum to the Chorus team. Otherwise, just calling customer support got me nowhere over two constant days of checking. Even though the Chorus team had "escalated" my case to the "Level 2" support team, all I got was a lot of enthusiasm and willingness to help from the customer support people, but complete black space in the form of any follow-up to the case.

 

Another lesson learned: my experience with the RSP was awful, and their ability to do anything meaningful in a customer-centric way is non-existent. I can't describe how much of an epic failure the RSP has been in helping me get through these hurdles. No follow-up, no willingness to engage as an intermediary with Chorus, and poor customer service on the rare occasion you can get through to them without having to set aside an hour of your life to wait on hold.

 

And so after everything was live and confirmed, the first site I loaded with my new connection, was the website of another RSP. I filled out a switch order, and will use the cooling off clause in my current contract to run like hell. 

 

Thanks to the GZ Chorus folks - your help was much appreciated.

 

 

 

Anyway, onwards and upwards.




littleheaven
2116 posts

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  #1569159 10-Jun-2016 09:29
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I'm glad you got there in the end!





Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.

 

Currently using: Custom-built AMD Ryzen 7 3700X Desktop, 2021 iPad Pro 11", iPhone SE 2020, AppleTV4.


BarTender
3539 posts

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  #1569208 10-Jun-2016 10:21
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Depending on where you are in the country the fibre cut that impacted Orcon yesterday may not have helped. I believe most of their UFB south of Tauranga was impacted.

 

https://www.orcon.net.nz/network_status

 

Seems like most if it is resolved now.





and


thewanderingv

185 posts

Master Geek


  #1569897 11-Jun-2016 10:13
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I've now switched RSPs - the service seems to be running more snappily than the Orcon connection over the last two days.

Anyway. The end. It has been an interesting journey.

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