XT: Bad launch/registration management.

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

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#225252 15-Jun-2009 14:56

Oh it's so much like a soap opera, i'm unsure yet if it's a drama, suspense or horror......

I made my order last week through 126 on Friday rang to get the tracking number as it had not turned up and was told that the order hadn't been processed correctly but it would be sorted and I would get a call on Friday afternoon, still hadn't arrived today called again - nothing had been done on Friday so the reprocessing has been started again.

So what will happens tomorrow? ..... will my sim card be united with the love it's life the MF636 or ... will the sim get tired of waiting and run off to become a TV chef? (honestly who really eats caramelized mushrooms anyway?)

Another exciting installment tomorrow .......

tigerlilynz

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#225255 15-Jun-2009 15:08

well wat a nightmare it has been...ph connected and all...then i ring and tell them of th eissue i got...just take ya phone into the store and they can have a look...i said no you should be able to sort this out now...its ahrd running into a store with 3 kids!!
so hubby rung them lastnite and wat do u know..the issue is fixed!!!

all cause some idiot couldnt update the system...saying i was using my old phone and not my new one...

Nety

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#225267 15-Jun-2009 15:49

My switchover is complete. I did find that contrary to what I had be told the phone did need to be turned off and then back on before it registered the sim.

Very happy camper!

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Indio

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#225390 15-Jun-2009 21:47

My experience with the port over from Vodafone, selecting, ordering and collecting the new phone was quite smooth. Selected the E75 on Wednesday morning, collected the phone from Orb Communications in the afternoon with the port booked for 12pm Thursday, and went live during golf on Thursday.

When I initially ordered the E71 (my initial choice) online, I received the automated Order Acknowledgement, but then within hours I received another email from Customer Support that they had forwarded my order to our Corporate Account Manager as it was a business account. From there, things went smoothly with no problems at all.

nitrotech

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#225593 16-Jun-2009 13:50

.... futher to yesterdays post ..... it seems that Sam the Sim (decided it needed a name) will need to go off to be a TV Chef, still no sign of the modem, so called telecom and once again the resubmitted order has again failed in their system.

Sam the Sim is currently packing his things, i've sent him off with a jamie oliver book to get him started in his new life as a TV Chef .......

nitrotech

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#225824 17-Jun-2009 14:04

... guess what - in my daily dialogue with telecom there is once again an 'issue' the order hasn't been correctly entered and it hasn't been dispatched ...... it's a little beyond a joke now.

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tigerlilynz

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#225826 17-Jun-2009 14:09

tell them to cancel it and go to a shop and get it done...they can do that...thats wat we ended up doing

Indio

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#225829 17-Jun-2009 14:16

nitrotech: ... guess what - in my daily dialogue with telecom there is once again an 'issue' the order hasn't been correctly entered and it hasn't been dispatched ...... it's a little beyond a joke now.

NealR is a Telecom zoner: you should pm him to get it sorted because he wouldn't want to be seeing your experience in the public domain.

scottjpalmer

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#226011 17-Jun-2009 22:48

Indio:
nitrotech: ... guess what - in my daily dialogue with telecom there is once again an 'issue' the order hasn't been correctly entered and it hasn't been dispatched ...... it's a little beyond a joke now.

NealR is a Telecom zoner: you should pm him to get it sorted because he wouldn't want to be seeing your experience in the public domain.

Try nzbnw, he is a more appropriate choice than nealr

revolushn

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#226049 18-Jun-2009 00:19

After lurking this thread for a couple of weeks I have to note a couple of points.

It seems that going into a store and talking to someone and getting your new phone in your hand seems to be a faster way of doing things and getting connected.

It seems that ports take a bit longer (what with being channeled through an automated third party - that seems to take longer over weekends/holidays, and seems to take longer with numbers that have been ported (multiple?) times before).

It seems that when something (see: people/computers) gets (see: 15-20x) more requests than they normally would; mistakes/overload are going to happen.

It seems that more people than not are happy. It seems that it worked right most of the time.

It seems a few have had problems. I genuinely feel bad about that (not that I could conceivably have prevented that from happening). But those problems can be fixed (and admittedly - those particular ones may have been better handled initially, and throughout CS afterwards).

Feel free to shoot me down for posting this in the "complaints about XT" thread, but I had to state my (personal) opinion.

freitasm

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#226096 18-Jun-2009 09:10

It sounds like a good assessment of the situation...

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nitrotech

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#226173 18-Jun-2009 10:30

I'm sure I agree with you, no business would survive having large numbers of customers having things go wrong, for the vast majority of customers they will have had a very pleasent experience.

We, in our own businesses, have issues from time to time and we are measured by our clients on how we deal with those situations and try to turn a negative into a positive experience for our customers.

For example i'm my company if a client has an issue I resolve the issue personally keeping the client informed about the steps being taken and double check each system to ensure all is OK.

All the customer service people I have spoken to have been very helpful but the followup has not been there, eg. promised a phone call on Friday didn't happen promised a phone call this morning nothing yet.

I understand that this is only one persons experience, but what an interesting experience it's been so far.

nitrotech

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#226578 19-Jun-2009 09:48

I think getting one of these devices is the impossible dream, in my daily call to telecom it once again seems that it hasn't been sent.

I have got a PM from karren which I have replied to so I wonder if she can solve it?

It would be interesting to learn what was so difficult about my request which was simply 'please send me a MF636'

The good news is that the sun still came up this morning :-)

tigerlilynz

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Wannabe Geek

#226598 19-Jun-2009 10:29

nitro i know wat you mean...it felt like it took for ever and then alot of stuff ups...who is gonna reinburst my husband for lost of income cause of there stuff up!
saying the number has been trasnfered to his new sim card but hello we havent got it yet...then they ring our home line and ask if my husband is happy with his new cell phone...that would be good if they had sent it!!

in the end hubby canceled it on the phone and went to the store and wat a big issue that was...

hubby has sent a letter to them in regards to this as we are a small business and when they discount his phone we lost out on a lot of income..

now that the phones are connected we are happy

neverland

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Geek

#226613 19-Jun-2009 11:06

Now I've been using XT for a while I'm impressed, coverage is excellent and data usage is responsive. It's a pity that even this long after launch issues haven't been ironed out. I got the impression that anyone within telecom was operating on the all care no responsibility system i.e. they were happy to listen and empathise with my sim problem but no one was willing or able to actually do anything about it, telecom not admitting this probably makes things worse, I kept getting told it would be sorted and then it wasn't increasing the level of frustration, i'd say it would be better to give the customer no details or deadlines until they can actually be confirmed.

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