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314 posts

Ultimate Geek


#153792 8-Oct-2014 01:17
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Hi guys.

Ever since Telecom has rebranded itself to "Spark" it's more like "Wet spark".
When all was still Telecom, it was okay.

 

It just goes to show that a name change, to try and make younger users try to forget about a monopoly past doesn't solve anything, unless things operate differently, something that I think is not.



Internet has had intermittent issues, and although it hasn't been a big issue, apart from buffering issues. (Something I've never had before), the spark supplied DNS servers tend to be rusty at times.

At the time of posting, the internet is working fairly decently, so that's not the reason why I"m complaining. 

My real issue is with the useless customer service.

My Father's current old smartphone, that I originally ordered from the US for him from Ebay is finally dying, and instead of wasting the time to fix it for now, I convinced him to order a new one from Spark.
Both of us share the responsibilities of our phone account he pays the bills, I pay what's due on the mobile, and ensure everything is working, so he has added me as a authority person on his account.

I ordered the S4 Advanced LTE on Telecom's website, on a $69 per month, 24 month contract as the handset was free on and once it was all filled out, I thought that was the end of that but when I logged on Spark's website, the following afternoon to see if there had been process nothing had changed, nothing had been added to the phone bill, and then since I have 3 Email addresses somehow linked up to the same account, I checked all three of them, nothing initially, I contacted Spark via their live chat, and I asked for an update, then the person said "Didn't I get the the email, it is out of stock", I said there was no email, and I ended the chat, as I wanted to investigate further, it was only a few hours ago, did I manage to find it. It had been intercepted via outlook, on the email address it wasn't supposed to go to. MySpark was setup, to log in via my hotmail, amd all the bill payment emails are there, so I thought the Spark customer service email would go there too, and I didn't expect it to arrive on the older original Xtra email address, maybe I added that email address, but I'm not sure.

Anyway this is the email we recieved.

 

 

 

 

Hi Andrew,

 

Thanks for ordering a new Galaxy S4 LTE Advanced Black Mist.

 

Unfortunately we’ve run out of stock. But don’t worry - we’re expecting more to arrive on {DUE_DATE}.

 

We’re really sorry about the it. We’ll send your order out as soon as the new stock gets here, or if it’s easier we can cancel it and you can buy one directly from a Spark store that still has stock available.

 

Kind regards,

Cherille
Service Co-ordinator

Unless "DUE_DATE" is a new numeric method, I have no idea what that means, and it seems like this was copied and pasted from a standard template/response.
I'm also furious, that we didn't get the option to pick it up in store, as I know The Spark Westcity store has plenty, and we should be able to have the choice to pick it up after the online transaction has been completed, something we couldn't do, I've applied for countless Telecom (at the time) jobs, and I have always been rejected, at least I wouldn't make mistakes like that.



If someone can get back to me, that would be great. 

Thanks... 

 


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  #1149632 8-Oct-2014 01:22
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k





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  #1149640 8-Oct-2014 07:25
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yep thats a rant laughing

not really sure the issue given they sent an email and it gave you option to cancel and pick up at store. Begs the question, why did you not go to the physical store if it infuriated you so much that they didn't give you the option..


I bought my smart watch through Spark online, it was a pretty seamless experience watch arrived the next day.






Galaxy S10

 

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  #1149641 8-Oct-2014 07:26
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{FEIGN SYMPATHY}

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  #1149643 8-Oct-2014 07:46
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Surely picking up a phone from the store would be exactly the same as their suggestion of cancelling the order and buying direct from the store?

Store pickups have all sorts of complexities, especially when stores aren't all owned by Spark (my understanding is this is still the case with all the old Orb / Leading Edge / Business Hub stores).





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  #1149644 8-Oct-2014 07:50
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They sent an email offering to cancel so you can get it from somewhere else. Take the offer and get somewhere else. End of story.

Stock levels errors happen. Even on Amazon with all their compute power in the world - sometimes I order stuff that is "In stock" to then get an email saying "there will be a delay".

If I really want it, then just cancel and get it retail. Otherwise I just wait.

I suggest you do the same.





 

 

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  #1149651 8-Oct-2014 08:17
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Email says sorry we're out of stock, but you can get one from one of our stores.

User is upset that they weren't given choice to get it from the store.

Wat.

gzt

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  #1149681 8-Oct-2014 08:51
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PaulZA: If someone can get back to me, that would be great.

Looks simple to me. Walk into desired store, sign contract, walk out with phone. Am I missing something?

 
 
 
 




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  #1149742 8-Oct-2014 10:29
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What I forgot to mention was the phone order was an Online only special, so it doesn't "Apply in stores", so rather than marking the phone out of stock, they continue to let people order.

False advertising if you ask me, it should be labelled "Out of Stock" if I went in store, the handset would set me back $200, whereas online it's free.


 

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  #1149834 8-Oct-2014 11:52
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PaulZA: What I forgot to mention was the phone order was an Online only special, so it doesn't "Apply in stores", so rather than marking the phone out of stock, they continue to let people order.

False advertising if you ask me, it should be labelled "Out of Stock" if I went in store, the handset would set me back $200, whereas online it's free.


 


So....Wait for the online store to get more stock then?  




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  #1149895 8-Oct-2014 12:50
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They didn't even bother giving me a due date.

 

 

 

{DUE_DATE}

so how am I supposed to know what is even happening, the guy I spoke to on the live chat said my order had been cancelled, not put on hold, and I don't know what to believe.



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  #1150580 9-Oct-2014 11:44
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bump

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  #1150582 9-Oct-2014 11:47
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Not sure why the bump. I don't think you will find anything new - do you have an update on what you're doing next?





 

 

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  #1151000 10-Oct-2014 00:13
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gzt:
PaulZA: If someone can get back to me, that would be great.

Looks simple to me. Walk into desired store, sign contract, walk out with phone. Am I missing something?

PaulZA: What I forgot to mention was the phone order was an Online only special, so it doesn't "Apply in stores", so rather than marking the phone out of stock, they continue to let people order.

False advertising if you ask me, it should be labelled "Out of Stock" if I went in store, the handset would set me back $200, whereas online it's free.

Ok, it's making more sense now. What you need to know now is the due date. Call Telecom Spark and explain that you were sent this mail with no due date. You would like to know what the due date is.

I realise you have tried to do it with chat but call business hours and you might get a sensible discussion there if you stick to the point of getting a due date.

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  #1151001 10-Oct-2014 00:19
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Before that - as pointed out earlier - The mail does say you can get it from one of the stores.

Print the mail, walk in, explain that you were told you could pick it up instore.

That should work.

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  #1151063 10-Oct-2014 08:44
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Email didn't say you can pick it up from store, but rather buy from a store. Cancel online, go to a store and buy.





 

 

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