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842 posts

Ultimate Geek
+1 received by user: 341


Topic # 146604 23-May-2014 12:32
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Let me start by stating quite categorically, I could not and would not do a telephone based CS role for all the tea in China.

But boy, have I just had the worst experience dealing with some fellow representing Telecom in their CS Call Centre in Christchurch. Maybe it was his last day?

Rang 126 with an enquiry regarding my understanding of prices quoted when we changed to Telecom Total Office in January and what we are currently being charged (and the extras that we are currently being charged for). I also thought that I would bring to mind the fact that we had been offered two months free credit as we agreed to maintain our current modem and that our Total Office product would include free call minder and call diversion on both lines. Fair enough, I am a businessman and mistakes happen. But nothing prepared me for the person I was about to encounter.

Well spoken North American Accent came on line and listened to the first part of my query which focused on the pricing.

CS   "No sir, you are wrong - we do not have any pricing like that"
ME   "But I am looking at that pricing right now - on line"
CS   "No sir, you must be mistaken - that price does not exist. How much broadband do you have?"
ME   "20 Gigs"
CS   "No sir - maybe 10 Gigs. You are mistaken"
ME   "But I am looking at your website and pricing as we speak!!! - $78 plus GST for the first line (and we can focus on the second line later)"
CS   "Who signed you up? - They must have been mistaken".
ME   "Somebody from this number 126. I am looking at this online as we speak now"
CS   "What's the web address?"
ME   " https://www.telecom.co.nz/business/shop/totaloffice/ "
CS   (After about 2 minutes) "At least you have broadband, this is taking me a few minutes - what's the address again?"
ME   Repeated address "Are you still having problems down there?"
CS   "No sir, we have our own system based on dial up. It is twice the speed of dial up, but two times nothing still equals nothing!!"
CS   "Hopeless"

At this stage I could tell that I was on a hiding to nowhere and that no good would come out of this.

CS   "Hmmmm, I still think you are wrong because this product came out a week or so after you signed up to it. You have made a mistake"

At this stage I thought I had better cut this call short and try again on Monday. Hopefully today was his last day. Either that or he has a good weekend and turns up to work a little happier and more willing to help a customer who has a legitimate business enquiry. frown




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282 posts

Ultimate Geek
+1 received by user: 76


  Reply # 1051654 23-May-2014 12:41
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Gotta love days when someone says something so tragic you couldn't make it up.

I phoned TC once, asked them to make a change to some broadband configuration, and after five minutes of silence he asked me if my TV was working now. This was 10 years ago but still one of my favorite stories.

3417 posts

Uber Geek
+1 received by user: 664


  Reply # 1051763 23-May-2014 15:36
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I hope that wasn't Manila you were talking to. Did you get the name of the rep? Maybe his T-number?

 
 
 
 




842 posts

Ultimate Geek
+1 received by user: 341


  Reply # 1051823 23-May-2014 17:26
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No, he said he was based in Christchurch. Fact is, I think I would have rather dealt with somebody in Manilla because this guy was so bad and angry. As the afternoon has moved on and I have discussed this over lunch with a couple of people, I have got angrier and angrier and am now considering reporting this idiot. I have to admit that I did complete the call back survey at the time, so I am quite sure that they could match up the call to the approximate time, and, it was not positive. After all, (like many companies) they do state that calls can be recorded for "staff training purposes". I really am tempted to try them and find out.

As the business owner, I have to state quite clearly that my time is better spent elsewhere than dealing with a CSR who "cannot be bothered".

Telecom has been OK, but it's an experience like this that makes me want to support (with my money) another supplier. But in this instance, because I changed plans at the beginning of the year, they know that I will be financially penalised if I should fail to accept such crappy service.

Maybe that is the new driver?

3417 posts

Uber Geek
+1 received by user: 664


  Reply # 1051861 23-May-2014 19:05
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If you want to report it, that may be a good idea; the person's manager may not even be aware this is happening. It could be a training gap (although it doesn't sound like it).

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