A bit of a whinge at Telecoms Customer Service

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drquack32

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#382863 21-Sep-2010 20:03

To the people that have thrown in the 'how can you expect Telecom to support a handset they don't sell':

At no point did I say to Telecom or in this thread 'Help me with my iPhone' So that comment is totally irrelevant and baseless in this thread. I've done all the reading myself (did I mention I read geekzone and iphonewzealand???)

1: I asked to be switched to a product they advertise: Smartphone Extras. No one knew about it. Not iPhone specific but I could have been holding my E75 in my hand, or the Blackberry Bold that they retail...

2: I asked to be upgraded to a v3 sim. Not iPhone related. I could have been holding the R100 in my hand, or my E75.

I did thrown in the crack about the default answer but don't invite people onto your network (iPhone plans with $600 rebate anyone?) if you are not prepared to at least have some answers.

Appreciate your posts but this is not a crack at 'Why wont Telecom support my iPhone' This is 'Why can't Telecom support the products and services they sell.' The sim cards are a core component of the XT network. Don't have one, can't be on it so yes, I expect them to be the be all and end all of the XT sim card. Smartphone Extras, a product of theirs but the call centre and the store manager have no idea about it yet its in a glossy Telecom magazine that I got from a Telecom store!!!!!!

munchkin

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#382865 21-Sep-2010 20:08

If that's the case, then why do you write as if you expect them to know about the handset, it's quirks and OS requirements and the configuration of said OS?

drquack32:Rock into Sylvia Park and was greated with a 'What you talkin' about Willis?. Visit geekzone and iphonewzealand. That'll have the answers for you and you need to update the carrier bundle'

drquack32: Following on from this, this is the 3rd time I've been told about updating carrier bundles and to visit iphonewzealand.co.nz in a Telecom store. Is this a default answer for 'I can't really be bothered solving your problem' If you are going to spout this then at least know what you are on about. Its pretty much known that the bundles don't work on iOS4...

You'll find there's a fine line between supporting the SIM and making sure it's connected and doing that while it's in your 3rd-party-sourced handset - they're two different things. All providers are like this, it's not just a Telecom 'issue'.

As I said earlier, I can't/won't comment on the store experience as I wasn't there, ie, it's subjective.

Edit: Excess usage of the exclamation mark gives the appearance that you're yelling, yelling at strangers on the internet doesn't get anything solved.

munchkin

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#382871 21-Sep-2010 20:21

hatchi:
scorpiworld:
munchkin:
scorpiworld:
Failing that, to access your voicemail (on iOS4) create a contact with the number 083210.

Or 122.

Thanks forget they launched that :)

122 is very close to the default 'emergency' number, being 112

It's also quite close to '123' (Help & Support) or perhaps '124' (Cable location services) or '125' (Faults).

freitasm

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#382885 21-Sep-2010 20:55

munchkin: You'll find there's a fine line between supporting the SIM and making sure it's connected and doing that while it's in your 3rd-party-sourced handset - they're two different things. All providers are like this, it's not just a Telecom 'issue'.

Reality is, try to get Vodafone to help with configuring a handset not sourced from them and one will hit the same attitude.

freitasm

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#382887 21-Sep-2010 21:00

drquack32: 1: I asked to be switched to a product they advertise: Smartphone Extras. No one knew about it. Not iPhone specific but I could have been holding my E75 in my hand, or the Blackberry Bold that they retail...

2: I asked to be upgraded to a v3 sim. Not iPhone related. I could have been holding the R100 in my hand, or my E75.

If this is all you are complaining about, then yes, it was very poor of the store and the CSR not to know about it. And yes, I agree, if you want to buya SIM V3, the store should just sell it.

Go here http://store.telecom.co.nz/mobile/special-offers/smartphone-extra print the page and go to the store and ask specifically for it. Show them the printout and if they say they don't know about it, then ask them to call someone to arrange it.

nzbnw

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#382921 21-Sep-2010 22:30

drquack32:

1: I asked to be switched to a product they advertise: Smartphone Extras. No one knew about it. Not iPhone specific but I could have been holding my E75 in my hand, or the Blackberry Bold that they retail...

Have you managed to change your SMS/Data plan to the Smartphone Extra yet?

2: I asked to be upgraded to a v3 sim. Not iPhone related. I could have been holding the R100 in my hand, or my E75.

I disagree with you here, most V1 and V2 SIM's have been updated to V3 OTA and in your case it is a quirk relating specifically to the iPhone (and perhaps a 1 or 2 other Non Telecom Devices). It does not occur with the R100 or your E75.

However I do agree that if you wanted a new V3 SIM and where prepared to buy one you should be able to get one, but as stated above being a quirk the Telecom Staff where likely trying to make sure they didn't sell you something you didn't need, it is just unfortunate that they did not know about the iPhone quirk.

Have you got your new SIM yet?

nzbnw

nzbnw

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#382923 21-Sep-2010 22:33

freitasm:
Go here http://store.telecom.co.nz/mobile/special-offers/smartphone-extra print the page and go to the store and ask specifically for it. Show them the printout and if they say they don't know about it, then ask them to call someone to arrange it.

Stores can call their support teams and ask for these products to be added to an account; it will be no problem.

nzbnw

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drquack32

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#382924 21-Sep-2010 22:35

munchkin: If that's the case, then why do you write as if you expect them to know about the handset, it's quirks and OS requirements and the configuration of said OS?

drquack32:Rock into Sylvia Park and was greated with a 'What you talkin' about Willis?. Visit geekzone and iphonewzealand. That'll have the answers for you and you need to update the carrier bundle'

drquack32: Following on from this, this is the 3rd time I've been told about updating carrier bundles and to visit iphonewzealand.co.nz in a Telecom store. Is this a default answer for 'I can't really be bothered solving your problem' If you are going to spout this then at least know what you are on about. Its pretty much known that the bundles don't work on iOS4...

You'll find there's a fine line between supporting the SIM and making sure it's connected and doing that while it's in your 3rd-party-sourced handset - they're two different things. All providers are like this, it's not just a Telecom 'issue'.

As I said earlier, I can't/won't comment on the store experience as I wasn't there, ie, it's subjective.

Edit: Excess usage of the exclamation mark gives the appearance that you're yelling, yelling at strangers on the internet doesn't get anything solved.

The exclamation marks were there for emphasis of the sheer stupidity of having a glossy Telecom magazine acquired from a Telecom store yet the staff know nothing about its contents. Apologies if you took it the wrong way.

Let me put it to you in a completely different context so that you understand the point I'm trying to make.

Scenario: Me driving into a Shell Station with my car. Any old car.

me: Hey man, apparently your gas has Techron in it and I need that to make my car run better.
Service station dude: You do?
Me: Yup been reading about it and you guys have it as an additive in your gas. The only ones.
Service station dude: We do?
Me: Yup you do
Service station dude: Are you sure.
Me: Dude its your gas, do you not know this.
Service station dude: Uh....
Me: You sell this, you should know this.

While its simplistic it emphasies the point I'm trying to make. The sim card is their product. I don't expect them know how it will function in a phone, a goat, a car or a boat, but I do expect them know what it can and can't do. Its the fundamental rule of any business. If you have anything you sell, you can't sell it if you know nothing about it. I've found info on the net that says the v3 sim card has a field updated in it that the other 2 don't that help with voicemail buttons on phones. This info had to come from somewhere (Telecom) so do they inform their staff? I don't expect them know if it will work in my phone but if I say 'oh hey I need to buy this product of yours because of the benefits it provides' then I expect a 'That'll be $19.99 sir'. Or if I asked someone in a Telecom store to explain the difference between a v2 and v3 sim card, they should be able to say a, b, c and so on. Its their product. Whats even fundamentally worse is even if the guy has no idea, I'm standing here, cash in hand saying 'please give me one, I'll pay'

You follow me sir? Subjective or not, I'm stating it for what it is. They weren't rude, they were just very unknowledgable.

riahon

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#382982 22-Sep-2010 07:17

Have to agree that this is poor. It is understandable that staff wont know about this product straight off. There are many products that Telecom sell so staff should not be expected to know them all. It is not heavily promoted so the incidents of people requesting it would be few - however once it is realised that it is indeed a product that can be sold surely a competent staff member would make an effort to find out how to provision it. It is a sale which is what ANY company would want and expect. The result can only be win/win.

I fortunately did not go through such a hassle. I went to Telecom store in Hamilton centre place. I had the iphone in my hand and sim card holder at the ready. Told them what I wanted - rep took details, sold me the sim, provisioned it in front of me and by the time I left the store - it was done.

nzbnw

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#382984 22-Sep-2010 07:22

V1 upgrade would be free, however few people will have a V1 SIM as they would have been upgraded to V3 over the air (Telecom sent an SMS to some customers at the time asking them to leave their phone switched on over night).

V2 to V3 again some of these have been updated, but to the end user there is no difference.

nzbnw

drquack32

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#383127 22-Sep-2010 12:29

To answer previous questions

1: Orb or Telecom store: I didn't see an Orb logo and saw lots of XT logos so my assumption it was a Telecom store. Its the little stand at Botany Downs. It is an assumption though. I found it odd that she just didn't punch the details into her computer of a plan upgrade and told me to ring *333. Its like 'I'm right here, you've got a terminal, push the button' so maybe it was a Telecom store in disguise.

2: Smartphone Extras: I did mention that the store manager at Sylvia Park sorted me out. He wasn't aware of the product but just ran with it after showing him the magazine. Quite pleasant and was like 'lets give it a crack and see what happens.' So all functional from that respect (I'll find out on my next bill)

3: The sim: Well I might try going to a different store and seeing what response I get.

Again polite people but just lacking in knowledge.

drquack32

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#383133 22-Sep-2010 12:38

nzbnw:
2: I asked to be upgraded to a v3 sim. Not iPhone related. I could have been holding the R100 in my hand, or my E75.

I disagree with you here, most V1 and V2 SIM's have been updated to V3 OTA and in your case it is a quirk relating specifically to the iPhone (and perhaps a 1 or 2 other Non Telecom Devices). It does not occur with the R100 or your E75.
nzbnw

How so? As NealR has pointed out, the OTA update wasn't designed to add the MBDN field so its not a quirk relating to the iPhone. Its the difference between a physical v3 sim and and OTA upgrade to v3. Again, I would expect Telecom staff would know this because the sim is their product. He did after all point out that my sim had been upgraded so he was aware of the process so this is an extension of knowing your product.

I worked for Bluebird for 3 years selling chips into supermarkets. Not a job that requires a degree in rocket science (I now work in IT) but with every new product launch or change, we knew exactly the process and what was in it so when we went to market, we were armed with the knowledge. If we got challenged, we knew what our product was about. Do I expect that from other people selling their product? You bet your backside.

I'll let this die now as I have kinda gotten my rant out and point across and am just making noise really. I'm also a Vodafone hater so will stop with the Telecom bashing.

Ragnor

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#383393 23-Sep-2010 00:20

This is becoming more and more common these days with modern tech.. the retail sales people just aren't geeky enough (or dare I say smart enough) to have a clue what they are selling.

If they were geeky enough or smart enough they wouldn't be in a lowly paid retail sales job.

scottjpalmer

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#383413 23-Sep-2010 02:34

Ragnor: This is becoming more and more common these days with modern tech.. the retail sales people just aren't geeky enough (or dare I say smart enough) to have a clue what they are selling.

If they were geeky enough or smart enough they wouldn't be in a lowly paid retail sales job.

This is as much if not more a failing of the employer not the employee. Staff training is clearly lacking but with a huge staff turnover (which retail has) it is hard to a) have well trained/experienced employees and b) justify the expense of training so many new staff to a high standard.

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