Spark should be able to discuss technical issues with non account holders

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark should be able to discuss technical issues with non account holders

GeoffisPure

459 posts

Ultimate Geek

#214246 3-May-2017 15:45

I thought I'd share a bad experience I just had with Spark support online chat.

My parents were phoned by Spark and explained that their landline service will soon be being switched off and they will be sent a new modem for a wireless phone solution.

My parents agreed but because they are not very technical, called me to make sure it would work with their existing setup (their computers are networked with LAN cables).

I thought I'd chat with Spark to find out about the solution they are switching to but because I'm not an account holder they said they couldn't help me. I reiterated that I was not asking for any account information or to make any changes, but again they couldn't help until I was an authority on the accounts.

2 points to this post:

Can anyone help explain the technology that Spark are sending out. Our current set up is a 4 port switch plugged in to an old telecom modem. Will this setup still work with the new modem they're sending to plug their phone into?

And Spark - try to be a little more helpful?

Chers

DarkShadow

1647 posts

Uber Geek

#1775010 3-May-2017 15:55

This is the Spark 4G Wireless modem.

It has 4 LAN ports and a phone port. If you don't have any special requirements it'll just be a straight plug and play.

How old exactly is your "Old Telecom modem"? What's the model?

BlueShift

1692 posts

Uber Geek

#1775022 3-May-2017 15:55

Yes it will work, you just plug it into the new modem same as before. The modem connects to the 4G network instead of being plugged into the copper.

Talkiet

4787 posts

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Trusted

#1775028 3-May-2017 16:01

Becoming an authority on the account is easy. I am an authority on both of my parents' accounts. Yes there's a small inconvenience factor, but it pales into nothingness compared to the sh1tstorm we'd see if we started discussing individual lines with anyone that phoned up.

And before you suggest there are some topics that could be discussed and others that couldn't - sorry, that's just not practical.

Get one of your parents to phone and have you put as an authority on the account - it's worth it.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

marpada

474 posts

Ultimate Geek

#1775031 3-May-2017 16:03

They can authorize you to manage their account on My Spark -> Account settings -> Grant account authority

GeoffisPure

459 posts

Ultimate Geek

#1775046 3-May-2017 16:11

Talkiet:

And before you suggest there are some topics that could be discussed and others that couldn't - sorry, that's just not practical.

I guess I disagree... questions such as "what technology do you use" are not specific to a customer and could easily be answered.

Batman

Mad Scientist
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#1775049 3-May-2017 16:24

UNfortunately there are privacy laws that apply.

Eg a sick internet could well be a sick car, a or a sick person. Surely the nurse can tell the world why so and so is in the ICU?

But yeah, this is the day and age that we live in.

RunningMan

8912 posts

Uber Geek

#1775052 3-May-2017 16:25

But then you are relying on the call centre staff to make the call about what is appropriate, and what isn't. Some staff are well equipped to make such descions, others not so much. Too difficult to have a list of all the thousands of possible questions someone might ring up with, so keep the rules simple.

There's such a simple and easy process to get authority on the account, it seems pretty reasonable to ask people to do it.

Sharesies

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Talkiet

4787 posts

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#1775053 3-May-2017 16:26

GeoffisPure:

Talkiet:

And before you suggest there are some topics that could be discussed and others that couldn't - sorry, that's just not practical.

I guess I disagree... questions such as "what technology do you use" are not specific to a customer and could easily be answered.

Yes, but not if the caller needs Spark to confirm what technology a particular line uses today or has been proposed to use...

In any case however, as described, the call sounds a bit funny. If the you could PM me with the line details I'd like to have someone look into the call since while there are very narrow criteria where an outbound sales call might say you need a new access type, it seems it might be worth reviewing the call to see if that was really the case.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

GeoffisPure

459 posts

Ultimate Geek

#1775054 3-May-2017 16:33

Talkiet:

GeoffisPure:

Talkiet:

And before you suggest there are some topics that could be discussed and others that couldn't - sorry, that's just not practical.

I guess I disagree... questions such as "what technology do you use" are not specific to a customer and could easily be answered.

Yes, but not if the caller needs Spark to confirm what technology a particular line uses today or has been proposed to use...

Yeah, I do accept your point. I'll PM my account details if you do want to follow up - but I'm happy with the information provided in this thread. We're sorted now.

hio77

'That VDSL Cat'
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Lizard Networks

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#1775061 3-May-2017 16:44

marpada:

They can authorize you to manage their account on My Spark -> Account settings -> Grant account authority

Good spotting here, as a spark rep i was not actually aware granting permission was in the myspark interface now.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Lias

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#1775089 3-May-2017 17:41

I've previously had various people ring up, verify themselves to the rep, then say I'm just passing you to my tech guy and hand the phone over. ISP's have never had an issue with that.

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

dickytim

2514 posts

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Inactive user

#1775270 4-May-2017 06:23

Lias:

I've previously had various people ring up, verify themselves to the rep, then say I'm just passing you to my tech guy and hand the phone over. ISP's have never had an issue with that.

Yep we have done that with our water bill, called up, Lisa said can you talk to my fiancé and we sorted, the rep then asked Lisa if she should authorise me on the account.

Will be doing that for my mother in law tonight to get her crap internet sorted with Spark, she was told that VDSL is more expensive that ADSL but every pricing plan I have seen shows this to not be the case.

sbiddle

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#1775281 4-May-2017 07:10

Going back a step do they really want or need wireless?

Their copper service is *not* shutting off. Spark's sales pitch leads many people to believe it is, but there is no need to move if you don't want.

hio77

'That VDSL Cat'
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#1775316 4-May-2017 07:43

sbiddle:
Going back a step do they really want or need wireless?

Their copper service is *not* shutting off. Spark's sales pitch leads many people to believe it is, but there is no need to move if you don't want.

As i understand it the sales pitch can not pick on things like voice shutting off. - which is not even remotely true.

There is s fine line between generating a lead and missguiding a customer.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

surfisup1000

5288 posts

Uber Geek

#1775318 4-May-2017 07:47

I'm with the OP on this. No need for any authority to discuss non-account issues, regardless of how easy it may be to become an authority.

[b]

But then you are relying on the call centre staff to make the call about what is appropriate, and what isn't.

[/b]

You are assuming call centre staff are of such low ability they are unable to determine if a question is account related - if this was true, they should not have been hired.

But it is not just spark who are guilty of this kind of stuff -- IRD for example, wanted my ird number to discuss a general GST question I had - (do we us the new 15% rate or 12.5% rate for business items purchased on the 12.5% rate that change to personal use ).Anyone want to know the answer :)