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KS



15 posts

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#153856 9-Oct-2014 22:34
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Nobody can't help me, I phoned tech support, used live chat, email and even visited Telecom shop at Sylvia Park shopping mall in Auckland. The problem started 4 days ago, when I ordered a $19 value pack. I did it before, so I know what to do, and had enough money on my account. It was just a nightmare! I haven't got txt confirming the purchase, so I checked my account to realize the purchase didn't go ahead.

I phoned Tech Support many - many times. Nobody could help. The people I talked to were absolutely useless and didn't know what to do.

That's what they were keep saying:
 "I can see the order for $19 value pack is still open  and has not gone through on the system, just checking what the hold up is, won't be long"
after some investigation, they keep saying the following:
"the order is just stuck and we are canceling it now, once it is cancelled I will run a new order, but will need to wait for it to cancel. I can email you once it is done, can take upto 4 hours"
So finally, when the order is canceled, they create new order ( or I create it myself, using phone/app/website), but it doesn't go ahead as well. So I have to phone them again, but I hear all the same response: "I can see the order for $19 value pack is still open and has not gone through on the system, just checking what the hold up is, won't be long"
And after some time, again:"the order is just stuck and we are canceling it now, once it is cancelled I will run a new order, but will need to wait for it to cancel...."  And the same story starts again.

I tried to explain, that the problem is much deeper, and they need to explain it to a proper technician, but they keep saying the same thing. Just like robots!  Hey, Telecom, where do you find those stupid people? It is absolutely no way to talk to a proper Technical Support. Those people just in-between  the customer and the proper technicians, and  they are creating real problem!

The service was terrible:  At least three people promised to phone me back, but I haven't got any phone calls from them!
Yesterday morning  I went to Sylvia Park. They said it is happening from time to time, and confirmed that it is a challenge to explain this to the call center. They phoned some "secret" phone number and promised the problem will be sorted within 4 hours. They also promised to phone me back. It is over 32 hours since that visit. The problem still unsolved, nobody phoned me.
I phoned the Sylvia Park branch today morning to get some update and left message. No response.

Don't know what to do...





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85 posts

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  #1151122 10-Oct-2014 10:13
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Sorry, can’t offer much advice on this one, but can only agree that Spark’s prepaid systems are a bit flaky. In fact, I've come to the conclusion that the safest time to try to make changes is in the middle of the business day. I've recently had two issues when doing things out of hours:

 

     

  1. Top-up that failed with an error in the payment gateway. Credit card was still billed, but amount was never applied to account, and eventually after about 10 days credit card was refunded.
  2. Had a problem trying to buy a $3 text pack on the weekend. Waited an hour, and no money had been deducted from balance, or pack applied, so foolishly tried to buy it again. Nothing happened that time either, but eventually about 30 mins later both orders went through, and ended up with two packs.

 

 The second issue is similar to yours, except that it did resolve itself much more quickly. Not sure what you can do except go through the customer service route.

KS



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  #1155778 15-Oct-2014 23:36
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Hi guys. The problem still unsolved. On the 10 of October I received the following email, It took 3 (!!!) days to get this response: "Upon checking mobile number 02********* , an order was already created to activate the $19 value pack. The order is still stuck " In Progress" because we're having an ongoing system issue that is being attended to by our Technical Support Specialists. Since order has been already submitted once system issue is resolved the plan will be automatically activated. Our apologies for the meantime but rest assured that your concern will be highly prioritized."
It was 5 days ago. Nothing happening since that. I requested some update two days ago. No response.
If you thinking about switching to Telecom, I don't recommend to do so. They've really made my blood boil!!! Terrible organization,  and I am sure the stupid change of their name to "spark" won't help them....

P.S. I was thinking about switching my home broadband to telecom... oh no, no way! 

 
 
 
 


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  #1155787 15-Oct-2014 23:59
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Well here's a +1 for 2Degrees support network from me... in a similar situation last week I had a data pack i bought 'stick' as it showed up on my2Degrees and even on *100*1# but my mobile just couldn't connect.... 2D lady (at 1am!) asked me to restart the phone, BELIEVED ME when i said i'd already done this, then told me she'd reset my connection from their end and it should work in "5 mins or so"
less than 2 minutes later it kicked in and worked flawlessly (again)

Now THAT'S service I'm very happy with (also a $19 prepay plan btw...)


cool

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Spark

  #1155845 16-Oct-2014 08:11
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Hi KS

Sorry to hear of your experience. If you want I can take a look at the issue. Please PM me your mobile number.

nzbnw







KS



15 posts

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  #1155965 16-Oct-2014 10:52
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nzbnw: Hi KS

Sorry to hear of your experience. If you want I can take a look at the issue. Please PM me your mobile number.

nzbnw


I have PMed you my number. thanks

KS



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  #1189721 6-Dec-2014 02:21
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Same problem again!

The people at the call center  (they introduce themselves as  technical support, but they are not in fact) absolutely useless. They answer like robots.. I would even say like idiots.. I am sorry I have to say that, but I talked to around 20 different people from Telecom over last two months, they were 100% stupid idiots. I don't know what is going on, but I have the same problem (I just  ordered different pack,  $29,  1.5gb),  same responses, same phrases, same promises, and NOTHING happening. I tried to be polite, and also I was really rude -  no reaction, no difference. Doubt they are human ;)

Actually, I think Telecom got rid of proper specialists via redundancy, and employed the dull, but obedient personnel for much less money. And yes, I think they located overseas... as they all have the same accent...

Anybody from Telecom here, could you please help me? I've got some money left on the account, which I want to use before I say good buy to this stupid operator.
To summaries the problem: I topped up and ordered $29 pack, there was no confirmation txt. I had to use internet data, and they charge me casual rate. $29 was not deducted from my account. It is over 5 hours now, and it's still pending.

414 posts

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  #1189924 6-Dec-2014 17:05
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not sure if it is related but we were unable to process a prepay to postpay transfer today at my work..

Seems like "sparkcms" aka siebel was down thus unable to process any prepay changes

from spark




 The views expressed by me are not necessarily those of my employer


 
 
 
 


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  #1189932 6-Dec-2014 17:46
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I guess given the ongoing problems you should switch to contract or a different firm.

KS



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  #1189967 6-Dec-2014 20:30
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timmmay: I guess given the ongoing problems you should switch to contract or a different firm.


As far as I remember, I switched from 2degrees around 3 years ago because of the similar problem.. But at least the tech support was not that stupid... but still useless, so I decided to switch to telecom. This year Telecom became Spark, which mean for me much worse service for the same money.

If you thinking  about switching to Spark, DO NOT DO THAT! They are terrible company, with stupid helpdesk personal on board. By the way, I went to Sylvia Park telecom shop, and the guy whose name was Matt seemed very helpful. He phoned some where and explained my problem. He promised to follow it up, but he didn't. He was in fact same kind of person as all other Spark help desk people. If you go to Spark Sylvia Park in Auckland, don't deal with this ...... (I think I should avoid this word here)



KS



15 posts

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  #1190119 7-Dec-2014 12:51
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The problem is still unsolved. As last time, I still haven't got any responses or contacts. I just checked recent transactions using iphone app, and it looks like some one canceled my $29 data pack yesterday at 18:29 and purchased another $29 data pack at 18:32. It's not me! The both transactions are incomplete, and have "pending"status. So it looks like someone  trying to do something, without any result. So, the telecom personnel, do have technical issue, but they don't think it is a good idea to inform customer about it. Just to remind you, on Friday the operator told me that everything will be sorted within one hour.


KS



15 posts

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  #1190215 7-Dec-2014 20:20
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Message on the Telecom web site:

"Mobile Service Status  
Sunday 7th December, 2014 - updated @ 7:00 pm Prepaid Mobile Issue We’re aware of an issue affecting some customers not being able to add plans using our smartphone app and self service options. Our Techs are working as quickly as possible to fix things.  Please check here for updates. Sorry for the inconvenience"

They are working as quickly as possible!  Two days now... Good luck... Absolutely hopeless ######

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  #1190229 7-Dec-2014 21:15
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If it's still not sorted in the morning flick me an email "pl at spark.co.nz" and I will see what can be done.

I have heard there have been issues in the prepaid stack but that's not my area.

2275 posts

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  #1190241 7-Dec-2014 21:31
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Spark's prepay systems are crap in my opinion, Their cheaper brand Skinny seems to have better systems where when you buy something you get it instantly, and not have to wait 5 minutes or so that you normally do with Spark, Or longer in this case, And with my auntys phone often it takes the credit away and you're scared it hasn't worked until 5 mins later, it can be really confusing

Also on Skinny you can block your lost phone instantly via the website instead of having to call up or go into a store, You can also transfer your account to a new SIM instantly from the website, I was shocked to find to do these things on Spark you have to go into a store or call up

KS



15 posts

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  #1190265 7-Dec-2014 22:39
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.

plambrechtsen: If it's still not sorted in the morning flick me an email "pl at spark.co.nz" and I will see what can be done.

I have heard there have been issues in the prepaid stack but that's not my area.



It is very kind, thank you. I will do that, but I already had to get TwoDegrees sim card and  topped up $20, as I don't know when my Telecom account will be fixed. Also, I had $48 on my Telecom account, but now they charge me casual rate fore some data, and I cant buy $29pack + $19 pack, so I have to top up again...
Spark = Troubles



.

5408 posts

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  #1190278 7-Dec-2014 23:24
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That's a bit of a sweeping generalisation.

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