Worlds worst Chorus install goes viral.

Forums › Spark New Zealand (including Skinny and BigPipe) › Worlds worst Chorus install goes viral.

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#1290255 23-Apr-2015 16:00

It is a shame the video has been taken down, I could have done with a dose of schadenfreude today.

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Lias

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#1290319 23-Apr-2015 18:16

Wheelbarrow01: As previously stated I cannot go into the reasons why the poster chose to voluntarily remove the video, other than to say that in some respects the video caused a bigger problem than it solved, and to publish it again now would only exacerbate that, but I can assure you there is no conspiracy theory or ulterior motive behind the reason for its deletion.

He may have voluntarily removed it, but only after someone (yourself?) has said something to him to sway him that way, without telling the rest of it what it was. I'm really struggling to conceive a situation where having that video up on the Internet is not in the best interests of the majority of users of Chorus services. Installer is depressed because he got shamed? Employment issues? Pending legal action? Chorus are upset about the bad press? Visionstream are upset about the bad press? None of them stack up against the greater good that can be achieved by having it online.

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#1290321 23-Apr-2015 18:22

Lias:
He may have voluntarily removed it, but only after someone (yourself?) has said something to him to sway him that way, without telling the rest of it what it was. I'm really struggling to conceive a situation where having that video up on the Internet is not in the best interests of the majority of users of Chorus services. Installer is depressed because he got shamed? Employment issues? Pending legal action? Chorus are upset about the bad press? Visionstream are upset about the bad press? None of them stack up against the greater good that can be achieved by having it online.

What about the possibility (and I'm purely speculating here) that as the person who took and posted the video was not the home owner or the account holder and that this person took issue with it being posted online? I know if I was in exactly the same situation I wouldn't be happy about a video somebody else had taken inside my house going viral on the internet.

I'm not defending the removal in any way, not defending the workmanship, but other than the laughter of seeing a door that's been drilled through there was absolutely nothing that video did that benefitted the end customer or anybody on here in any way.

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#1290322 23-Apr-2015 18:23

Lias:
Wheelbarrow01: As previously stated I cannot go into the reasons why the poster chose to voluntarily remove the video, other than to say that in some respects the video caused a bigger problem than it solved, and to publish it again now would only exacerbate that, but I can assure you there is no conspiracy theory or ulterior motive behind the reason for its deletion.

He may have voluntarily removed it, but only after someone (yourself?) has said something to him to sway him that way, without telling the rest of it what it was. I'm really struggling to conceive a situation where having that video up on the Internet is not in the best interests of the majority of users of Chorus services. Installer is depressed because he got shamed? Employment issues? Pending legal action? Chorus are upset about the bad press? Visionstream are upset about the bad press? None of them stack up against the greater good that can be achieved by having it online.

Might not have been the reason, but there did appear to be some electrical funckyness going on in that hallway.

Matthew

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#1290340 23-Apr-2015 18:42

sbiddle:
Lias:
He may have voluntarily removed it, but only after someone (yourself?) has said something to him to sway him that way, without telling the rest of it what it was. I'm really struggling to conceive a situation where having that video up on the Internet is not in the best interests of the majority of users of Chorus services. Installer is depressed because he got shamed? Employment issues? Pending legal action? Chorus are upset about the bad press? Visionstream are upset about the bad press? None of them stack up against the greater good that can be achieved by having it online.

What about the possibility (and I'm purely speculating here) that as the person who took and posted the video was not the home owner or the account holder and that this person took issue with it being posted online? I know if I was in exactly the same situation I wouldn't be happy about a video somebody else had taken inside my house going viral on the internet.

I'm not defending the removal in any way, not defending the workmanship, but other than the laughter of seeing a door that's been drilled through there was absolutely nothing that video did that benefitted the end customer or anybody on here in any way.

Maybe the landlord went bananas after finding the tenants forged his signature or
the door didn't like its front and back hole being exposed on the internet or
the tenant told the tech to drill there or
the tech actually worked for the SIS or
all Chorus techs work for the GCSB or
its nothing like any of these things, Spark just hate portrait videos as much as the rest of us

Matthew

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#1290353 23-Apr-2015 19:03

Wheelbarrow01:
We need more videos like this, and more publicity around them to ensure that Chorus do a pristine job, every time, not merely remediate bad installs when they are shamed into doing so.

I don't accept this - the video was posted before any contact was made with either the ISP or Chorus, so there was no opportunity to remediate before the video surfaced. Unfortunately we don't know what we don't know.

No-one has been shamed into fixing it - it would have been fixed in the same manner and at the same speed if the customer had merely called to advise there was a problem.

And to make myself very clear - the person who posted the video was not asked or told to remove it, he did so of his own accord once certain facts came to light, so nothing has been 'swept under the carpet'.

yeah right

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#1290413 23-Apr-2015 21:13

Wheelbarrow01:
the video was posted before any contact was made with either the ISP...

Wasn't the video posted on sparks facebook page? As far as I'm concerned, that's "contact".

That and twitter are the way people "contact" companies these days, because most of us don't have time to talk to an overseas call centre or sit on hold or argue to get something escalated.. It's not like he could showed the video to someone over the phone.

Meh, maybe that's just me, and a hell of a lot of other people on GZ.

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#1290422 23-Apr-2015 21:46

Wasn't the video posted on sparks facebook page? As far as I'm concerned, that's "contact".

I completely agree.

Companies are more and more commonly seeing social media as a means for marketing rather than the 2 way discussion it is.

In this case specifically, I could see in the comments that the uploaded had stated he would remove it as soon as the issue was remedied.

Side note, If the ISP is not at fault but it is chorus's problem but chorus will not speak to the customer directly, Posting the video to chorus is not going to fix the problem, Posting the video to the ISP just leads to shifting the blame.

Perhaps what we really need is an outside complaints party dealing with chorus?

All installs are completed under effectively the same conditions as each other bar minor stuff specific to the ISP like RGW, STB, VOIP setup.

Why cant a party like the TDR step in between all end users and chorus? Considering the govt fronted up with a big portion of the money for the build for UFB it shouldn't be out of the realm of possibility.

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#1290463 23-Apr-2015 23:10

sbiddle:
Lias:
He may have voluntarily removed it, but only after someone (yourself?) has said something to him to sway him that way, without telling the rest of it what it was. I'm really struggling to conceive a situation where having that video up on the Internet is not in the best interests of the majority of users of Chorus services. Installer is depressed because he got shamed? Employment issues? Pending legal action? Chorus are upset about the bad press? Visionstream are upset about the bad press? None of them stack up against the greater good that can be achieved by having it online.

What about the possibility (and I'm purely speculating here) that as the person who took and posted the video was not the home owner or the account holder and that this person took issue with it being posted online? I know if I was in exactly the same situation I wouldn't be happy about a video somebody else had taken inside my house going viral on the internet.

I'm not defending the removal in any way, not defending the workmanship, but other than the laughter of seeing a door that's been drilled through there was absolutely nothing that video did that benefitted the end customer or anybody on here in any way.

It probably escalated their complaint though..

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#1290477 23-Apr-2015 23:25

Side note, If the ISP is not at fault but it is chorus's problem but chorus will not speak to the customer directly, Posting the video to chorus is not going to fix the problem, Posting the video to the ISP just leads to shifting the blame.

Posting the video to the ISP led to a resolution which is a positive thing. The video poster told me it was never his intention to create a viral sensation, he just wanted to help get his friend's situation rectified. Spark listened. Chorus listened. Good outcome achieved and lessons learned. End of story.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

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#1290489 24-Apr-2015 00:03

michaelmurfy: Ugh the comments like "free WiFi for a year" and "the guy must have been really sparked up".

Don't people understand still spark is just the service provider? How many times does it have to be said?

When a chorus tech turns up, the customer sees them as representing Spark.
Doesnt matter that its chorus, spark is still the party responsible to the consumer.

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#1290512 24-Apr-2015 00:55

sbiddle:
Lias:
He may have voluntarily removed it, but only after someone (yourself?) has said something to him to sway him that way, without telling the rest of it what it was. I'm really struggling to conceive a situation where having that video up on the Internet is not in the best interests of the majority of users of Chorus services. Installer is depressed because he got shamed? Employment issues? Pending legal action? Chorus are upset about the bad press? Visionstream are upset about the bad press? None of them stack up against the greater good that can be achieved by having it online.

What about the possibility (and I'm purely speculating here) that as the person who took and posted the video was not the home owner or the account holder and that this person took issue with it being posted online? I know if I was in exactly the same situation I wouldn't be happy about a video somebody else had taken inside my house going viral on the internet.

I'm not defending the removal in any way, not defending the workmanship, but other than the laughter of seeing a door that's been drilled through there was absolutely nothing that video did that benefitted the end customer or anybody on here in any way.

The install was bloody terrible tho:)

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#1290521 24-Apr-2015 01:34

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#1290869 24-Apr-2015 15:06

To clear the air here, I once approached Chorus for an installation they screwed up.
They didn't want a bar of me, told me to piss off and phone Vodafone.

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#1290918 24-Apr-2015 16:12

blakamin:
Wheelbarrow01:
the video was posted before any contact was made with either the ISP...

Wasn't the video posted on sparks facebook page? As far as I'm concerned, that's "contact".

That and twitter are the way people "contact" companies these days, because most of us don't have time to talk to an overseas call centre or sit on hold or argue to get something escalated.. It's not like he could showed the video to someone over the phone.

Meh, maybe that's just me, and a hell of a lot of other people on GZ.

Well, some people might think it's appropriate to report faults or issues with social media but here's a secret.

IT'S NOT APPROPRIATE (*)

* Unless the company has clearly advised they have people monitoring these and will capture the info, (often without any contact detail or customer identification) and enter it into a system to track the state of the issue. They can't be sure that the user has tried any basic troubleshooting (ok, a hole drilled in a wall can't easily be troubleshot!) or is even authorised to make a complaint or seek support about the service.

Social media is great for many things... As a support channel for BAU issues, it's terrible. Phone the helpdesk people. Identify yourself, describe the issue, follow the troubleshooting. If that fails, then investigate other options.

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.

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