Worlds worst Chorus install goes viral.

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

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Talkiet

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#1291168 24-Apr-2015 23:42

Ok guys, I'm bowing out of this. I don't believe Spark has had 60 minute hold times excluding major incidents, and certainly doesn't have ANYTHING like that regularly.

I'm clearly not going to convince some of you of the benefits of getting all the incident details logged properly, and you're not going to convince me that the CURRENT METHODS of social engagement are suitable for a helpdesk at scale. (That said, I don't work in the helpdesk department :-)

I note that we have an online complaints form ( https://www.spark.co.nz/form/1,8751,5473-204490,00.html )

and an online chat ( https://www.spark.co.nz/help/chat/reactive-chat/?referrerurl=contactuschat&omniture=con:ser:help:gn:ask:webchat )

option on the site. There might also be an email for support, but honestly I couldn't find it in the first 2 minutes of looking (which isn't good)...

We also have an increasing number of self service options for various things that used to require a phone call.

There's no doubt that a system to take support jobs from social media could be built or implemented, but it would still need to get a lot of the same info that we get through a phone call today. If it became the primary method of contact, I guarantee you it would get clogged with the vast majority of calls that ARE solved by the L1 helpdesk today. Can you imagine everyone that had WiFi issues (or didn't understand that their 100Mbps UFB doesn't mean they get 100Mbps over WiFi for every site on the Internet) posted to the FB page? Or twittered? Or hell, really made it hard and snapchatted us a one time view of the speedtest results on their screen?

Spark has changed, we are still changing. If you don't believe or accept that then you're not paying much attention. Have we got a long way to go to where we (and you) want us to be? HELL YES!

It's really demoralising to have some people drag up ancient history and prejudices when everyone I know and work with within Spark works damn hard to make things better for our customers. There isn't a week go by I or someone else in my team don't upset someone internally at least a bit because we advocate strongly for something to help our users, or make something a bit less painful at least.

But there's some things are just a terrible idea TODAY, and one of those things is advocating that support for ~600k customers should be opened up to scrawling on our Facebook page.

There are plenty of people here that I have helped, and I'll continue to do it (afterhours, unpaid), and the way that I can help people best is if they meet me halfway.

I'm not saying don't use FB and Twitter to tell us stuff, our dedicated SM people want to hear about stuff - good and bad, but don't treat it as a primary support channel. It's almost never the best approach.

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.

blakamin

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#1291169 24-Apr-2015 23:44

Talkiet:
I'm going to use SM to try and shame a car company into making something right in a week or so... But before then I have engaged with the company and the MTA Disputes Resolution service. The direct engagement failed and I'm waiting for the Disputes Resolution people but I get the feeling the company is going to ignore their recommendation as well.

Cheers - N

Don't wait for the Disputes Resolution, shame them.
Unfortunately, it's the only way these days that some places notice.
It's "hitting them in their bottom line". Google reviews etc...

(hoping this isn't your import?)

As this thread shows, going viral will get the job done more often than 50 phone calls and logging tickets.

For better or worse.

Edit: Was obviously typing at the same time as you.

It's the way of the future and we all have to adapt.
But a huge thanks to everyone that puts in there own time to reply here officially or unofficially.
It's a dying art, people that care about the company they work for.

Talkiet

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#1291171 24-Apr-2015 23:48

Yeah, Tis my import... The car itself is fine, but I'm going to be hit with extra costs through fault of the company organising the import. I'm giving them every chance to come to the party before blasting them. I think that's fair. I'm also keen to get the final opinion of the Disputes Resolution people - maybe I am being unreasonable so I want another opinion before going off on them.

But the car is on the wharf at Lyttleton right now, it's passed MAF with Nothing To Report, so the compliers should have it Tuesday or Wednesday next week...

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.

blakamin

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#1291172 24-Apr-2015 23:59

Oh crap :(
Best of luck.

Talkiet

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#1291177 25-Apr-2015 00:13

blakamin: [snip]
But a huge thanks to everyone that puts in there own time to reply here officially or unofficially.
It's a dying art, people that care about the company they work for.

Might be worth a small bit of background on that...

When the Sept 2010 and especially the Feb 2011 earthquakes hit Christchurch, Telecom treated it's employees with a level of respect and compassion beyond that I thought possible for any company let along faceless corporate entity.

Managers and people from other centres mobilised almost immediately to contact every Chch based employee and see if they were ok, if they needed anything (food, water, anything) and they made it happen. The company had really good (but until then relatively untested) business continuity plans and they worked well. As well as the immediate response which included assistance to any employee that asked, Telecom also was astonishingly flexible in granting blanket leave to everyone in Chch that felt they needed it for any reasonable period of time.

Even once the acute issues were sorted (everyone was accounted for, had shelter, food and water etc), Telecom took care of all it's Chch based staff with flexible working from home options - I was working from home for quite some time myself.

Telecom went above and beyond in every aspect of dealing with the affected staff. The senior managers, people managers and colleagues from around the country all supported people by taking up the slack and offering any assistance they could. Early on Telecom told all staff hat while they might want to move back into the central city buildings at some stage (might STILL be years away), no staff would be compelled to move back in there and they would be accommodated in one of the suburban locations we now have.

So yeah, I care about the company I work for because a few years ago they demonstrated loud and clear they care about me, and all their employees.

And when there are internal project meetings and stakeholder meetings, I honestly see people displaying the same sort of care and passion about our customers. We don't get everything right, and we don't move fast enough for my liking in many cases, but I know that we want to keep making things better.

And it's that reason, because I know this company wants to go in the right direction, that it's so frustrating to have customers tell us we don't care, or are stupid, or only want their $$$, or are lazy - often because of specific incidents that never deserved to be taken and generalised to how Spark as a company operates.

Anyway, Yep, I do care about my company, and I care about our customers - almost all of us do (No company is perfect!).

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.

BinaryLimited

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#1291718 26-Apr-2015 13:28

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Athlonite

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#1291872 26-Apr-2015 20:10

Wheelbarrow01: I have been actively involved with this situation, having had several conversations with the person who posted the video online.

The video has been removed from Facebook willingly by the original poster due to an incident that occured yesterday. I am not prepared to go into details so as to protect the privacy of those involved, but suffice it to say the video going viral the way it did caused a certain amount of distress for the technician involved.

While speaking to the customer, he expressed his regret for this distress, as he did not intend it to be a personal attack. He did not expect the video to get as much attention as it did, he just wanted bring about a fix as quickly as possible.

Representatives from Chorus and Visionstream visited the site yesterday along with a builder. The damage caused will be rectified in full, which includes the patching and repainting of several walls as well as the cavity slide door. The fibre installation will also be modified to reduce the amount of visible surface wiring.

The customer now considers the original matter to be resolved and we'll be following up with him once the work is done to ensure he is happy.

actually the link to it may not work but if you do a FB search for the guys name the video is still on his page I just watched it

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