XT: Bad launch/registration management.

Forums › Spark New Zealand (including Skinny and BigPipe) › XT: Bad launch/registration management.

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482 posts

Ultimate Geek

Lifetime subscriber

#219546 29-May-2009 21:27

Kyanar: (I overheard the number EIGHT THOUSAND at 1PM!) and can appreciate they are absolutely doing their best to sort it out.

Not far wrong, the sheer volume of people upgrading and connecting as new customers is huge, we had queues out our doors all day long, the computer systems never failed but like any promotion it still takes time to setup / mirgrate to a new system. Consider also that changing to a completely different way of doing things , new plans, sims change from CDMA to WCDMA systems.

Realistically, I dont see they delays easing any time soon, I just checked, most store are now closed for the day yet the telecom teams are still at work working through the back log, I dont think they will be going home any time soon

bingothewonderdog

18 posts

Geek

#219548 29-May-2009 21:27

I can assure you that there are many many many Telecom people who are absolutely exhausted preparing for this launch. Our inbound call centre queues have been overflowing all day being re-routed to outbound and other support desks - we have over 2,500 customer facing reps and it's all a bit manic. Several stores are out of stock on key handsets but will be restocked overnight.

so I understand it's frustrating not to be able to play with your new toys, I really do, but don't underestimate how much behind the scenes activity is going on by a lot of people going the extra (ten) miles to deliver this for our customers.

cheers and thanks for your interest in XT ;-

woody53

12 posts

Geek

#219557 29-May-2009 21:34

Look Im not getting at you foot soldiers...its the generals who have screwed up with the supply lines and reinforcements....Ive been reading for ages that XT expected a flood of new conections so why not put the staff in place.

freitasm

BDFL - Memuneh
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Geekzone

Lifetime subscriber

#219563 29-May-2009 21:37

eXDee:
woody53: Also wonder what connection Freitasm has with Telecom..he spends a lot of time making excuses for them...

Many have accused him of being paid by Telecom, Vodafone, Telstraclear, etc - you name it. I honestly believe he isnt in any way, hes simply trying to make sure that anyone who has a complaint makes it without any insults or outrageous or incorrect claims, in order to keep these companies representatives here.

How many mesage boards to you know of, where multiple companies choose to provide community support on a completely unofficial site such as this, especially when their competitors also have representatives here? Many people dont realise that this is pretty rare.

Something such as slow connecting is surprising but understandable with a large volume. I would be annoyed also about this, especially from the point of view it of a general consumer it completely conflicts with their main marketing scheme, but i dont think anything that Mauricio is saying is unreasonable at all.

Just my 2c, and no im not 'sucking up' to an admin or anything, if i believed otherwise i'd say so.

Thanks eXDee...

Woody53, this is the kind of comment that is an instant ban here. As said myself and moderators around have been accused of being paid by [insert company name] whenever someone disagreed with our moderation actions or replies.

So put your head back and calm down.

bbman

646 posts

Ultimate Geek

#219565 29-May-2009 21:38

Well said Mauricio

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n00dy

482 posts

Ultimate Geek

Lifetime subscriber

#219568 29-May-2009 21:44

bbman: Well said Mauricio

ditto

woody53

12 posts

Geek

#219572 29-May-2009 21:49

Freitasm, I never accused you of being paid( re read my post)...I questioned why a network could make such a squiffy start and then feel that geekzone feels nervous about robust comment Is it such a no no..?.Look I'll go and have a hot chocolate and leave it to people with more patience than me.
How did Zoe get out of the container?

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Jughead

141 posts

Master Geek

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#219574 29-May-2009 21:51

"because when has Telecom really cared"

This one line really upsets me...I worked for 10 hours straight today with no breaks trying to get people across to the new network and I worked half as much as many others (some are still going!)they have really been work thier guts out to make this a success for customers, and before you ask...no most of us are not getting a cent more for it. We are doing it because we really want to make our customers happy.

We don't always get it right, we could always improved our systems but one thing you can't say is that none of us care... :(

Any views expressed here are my own and do not necessarily represent the views of my employer Telecom NZ

Wills1

710 posts

Ultimate Geek

#219581 29-May-2009 22:00

My personal opinion

The launch would have been a lot better with Martin Butler running start to finish.
Paul Hamburger has been the cause of a lot of misery within Telecom...

woody53

12 posts

Geek

#219583 29-May-2009 22:03

Jughead and and all other Telecom workers..My apologies if you feel slighted...It is not you that I am questioning...it is higher up and Im sure you have shed blood for them...I only hope you all get given a nice new N97 gratis

NickiB

147 posts

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#219586 29-May-2009 22:07

woody53: Freitasm, I never accused you of being paid

Um... what were you suggesting then? Because it was certainly implied that he is in some way benefiting from 'siding' with Telecom.

I questioned why a network could make such a squiffy start

It's day one! I believe you asked earlier why you weren't warned in advance too, same answer, it's day one, there's a been a ton of hype and media, people were lining up overnight etc etc. It was always going to be hectic and I think a little delay here and there shouldn't have been a total surprise to anyone.

nOOb alert

Kyanar

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#219621 30-May-2009 00:19

12 hours and still no connection. The expectation was set that we could expect turn around times of 4 hours, and this did not happen. Very poor showing.

nox

17 posts

Geek

#219632 30-May-2009 01:31

went in this morning at like 9.30 had a number transferred to a new sim. that sim isnt working and the old phone i had another number put onto the old phone and that isnt working either.

is now 1.30am and bed awaits! hopefully some kind of activation by morning?

fingers crossed...

Damager

2125 posts

Uber Geek

#219635 30-May-2009 01:48

Perhaps it may have been better to do a city by city rollout of XT? Eg Wellington one day and then Dunedin the next etc. That may have helped to alleviate the number of new connections all being activated at the same time.

- Telstra HTC Touch Pro2 - Energy ROM WM6.5.5 20 Oct/Cyanogen Mod Froyo 2.2 - R.I.P
- AT&T Galaxy S Captivate 16GB on XT (now with brother)
- Samsung Galaxy S2 on XT- Runs ICS 4.0.3 Resurrection Remix 9.2
- Business Hours - Work In The Electricity Industry, After Hours - DJ/Turntablist - Will Scratch Vinyl For Free'
- What's next??? S3?

w2krules

492 posts

Ultimate Geek

#219647 30-May-2009 05:56

Wow, sounds like it all went crazy on launch day. I don't imagine any Telecom mobile staff will be having the long weekend off!

I was a geek before the word was invented!

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