Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


1332 posts

Uber Geek
+1 received by user: 152
Inactive user


Topic # 112788 20-Dec-2012 13:37
Send private message

I'm helping my parents out with a broadband plan change and decided to do it through this link rather than calling the help desk because phone queues. I submitted my request Tuesday morning and read that it can take up to two days to be completed. No problem, no rush on my end :)

Two days (and no change) later I call them (after rebooting the modem a few times to make sure) and the CSR says they unfortunately have no way of tracking whether requests made through the website have been completed or even received or not.

My only option was to be transferred to the 123 team and make another request which was unfortunately not possible as I'm not the account holder and I have to wait until the parents are back then likely another two days until the change is completed.

Erm, what?

Surely that is a massive oversight. No way to track customer requests made through the website. What is Telecom's standard operating procedure when there is a problem with a request made through the website?

"LOL, sorry bro. Better resubmit a new request."

I'm no genius but that seems like a basic requirement for customer service. Am I wrong?

Create new topic
1948 posts

Uber Geek
+1 received by user: 469
Inactive user


  Reply # 735502 20-Dec-2012 13:47
Send private message

You should have been given a reference number online which they would track the service order. Did you get given a service order?

14211 posts

Uber Geek
+1 received by user: 1826


  Reply # 735508 20-Dec-2012 13:50
Send private message

I have rarely every had to wait long when phoning telecom, so probably best to phone them.

678 posts

Ultimate Geek
+1 received by user: 149


  Reply # 735512 20-Dec-2012 13:57
Send private message

If you send a second plan change request online iirc it's filed as urgent and gets put through pretty quick.

You should get an email stating the plan change has been processed if it happened



1332 posts

Uber Geek
+1 received by user: 152
Inactive user


  Reply # 735616 20-Dec-2012 16:20
Send private message

plambrechtsen: You should have been given a reference number online which they would track the service order. Did you get given a service order?


I do have the number but was told that it was impossible to track whether the service order had been completed or not. This was the source of my confusion and irritation.

mattwnz: I have rarely every had to wait long when phoning telecom, so probably best to phone them.


While this is true it is hardly the point.

loceff13: If you send a second plan change request online iirc it's filed as urgent and gets put through pretty quick.

You should get an email stating the plan change has been processed if it happened


I have placed a second order online as my parents won't be back till tomorrow and I'll be leaving then. I'd rather sort this for them before I leave than do it remotely.

1376 posts

Uber Geek
+1 received by user: 580


  Reply # 735630 20-Dec-2012 16:49
Send private message

1080p: my parents won't be back till tomorrow and I'll be leaving then. I'd rather sort this for them before I leave than do it remotely.


O/T, but: good planning - visiting the folks while they're not actually there :-)



1332 posts

Uber Geek
+1 received by user: 152
Inactive user


  Reply # 735926 21-Dec-2012 10:43
Send private message

BlueShift:
1080p: my parents won't be back till tomorrow and I'll be leaving then. I'd rather sort this for them before I leave than do it remotely.


O/T, but: good planning - visiting the folks while they're not actually there :-)


Hehe, it wasn't intended but worked out like that in the end :)

1948 posts

Uber Geek
+1 received by user: 469
Inactive user


  Reply # 735969 21-Dec-2012 11:43
Send private message

The other issue with the Online form is they need to confirm who you are, and if you are legally able to make plan changes.  Just like if you ring up and try and do it over the phone.

If you're not authorized to make plan changes in your parents account then you shouldn't be permitted to do it online either.

That may have been part of the holdup with getting it done.

As always it's worth getting yourself added as a nominated as an authority on your parents account so you can make these sorts of changes in the future.

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Intel introduces new NUC kits and NUC mini PCs
Posted 16-Aug-2018 11:03


The Warehouse leaps into the AI future with Google
Posted 15-Aug-2018 17:56


Targus set sights on enterprise and consumer growth in New Zealand
Posted 13-Aug-2018 13:47


Huawei to distribute nova 3i in New Zealand
Posted 9-Aug-2018 16:23


Home robot Vector to be available in New Zealand stores
Posted 9-Aug-2018 14:47


Panasonic announces new 2018 OLED TV line up
Posted 7-Aug-2018 16:38


Kordia completes first live 4K TV broadcast
Posted 1-Aug-2018 13:00


Schools get safer and smarter internet with Managed Network Upgrade
Posted 30-Jul-2018 20:01


DNC wants a safer .nz in the coming year
Posted 26-Jul-2018 16:08


Auldhouse becomes an AWS Authorised Training Delivery Partner in New Zealand
Posted 26-Jul-2018 15:55


Rakuten Kobo launches Kobo Clara HD entry level reader
Posted 26-Jul-2018 15:44


Kiwi team reaches semi-finals at the Microsoft Imagine Cup
Posted 26-Jul-2018 15:38


KidsCan App to Help Kiwi Children in Need
Posted 26-Jul-2018 15:32


FUJIFILM announces new high-performance lenses
Posted 24-Jul-2018 14:57


New FUJIFILM XF10 introduces square mode for Instagram sharing
Posted 24-Jul-2018 14:44



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.