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60 posts

Master Geek

# 154769 7-Nov-2014 09:33
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I have ordered a spark fibre over four weeks ago but hopefully I should be getting it today after several phone calls chasing helpdesk to arrange it.

The first call with helpdesk which was after 5pm, I got told they will take me through this process with Chorus to arrange the fibre connection but instead my call was transferred to Chorus which was not helpful as the fibre help desk was closed at 5pm. I emailed Chorus to arrange the fibre connection and asked a question whether I am suppose to sort out the connection or the service provider. The response from Chorus that I should contact the service provider as they are suppose to arrange it. 
The second call with helpdesk, I explain my situation and was told that Chorus came over to my property on the 31st Oct and I was sent a notification email so I apologize as I assumed it was in my spam mail. I ask to arrange it again and was told it will take a max. of 5 days. I decided to search my inbox and spam folder for the email that they have supposedly sent, I cannot find the email from spark.
The third call to helpdesk, I asked whether the fibre was arrange with Chorus and was told they will sort it out now and yesterday Chorus phone me and indicate they will be coming in today but they will need the modem which Spark has not sent me. 
The fourth call to helpdesk was to arrange the modem so it will can sent and arrive today. 

This was not expected from spark after been a customer for over three years but my experience with setting up fibre connection in a new fletcher house was shocking. I will be annoyed if the modem does not turn up and chorus have to delay the installation then I will be shifting to different provider as I have had enough shoddy customer service. Fletcher recommended three service provider; vodafone, WXC and Orcon. So far I have been a customer with Orcon and that was shocking. Tried to contact Vodafone helpdesk but transferred to waiting for over 20 minutes so gave up on them. Might take a chance with WXC if spark does not happen today.


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719 posts

Ultimate Geek

Spark NZ

  # 1170536 7-Nov-2014 09:42
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Hi Paul, sorry to hear you've had such a shocking experience.  This is definately not the norm.
If you PM me your phone number or order ID, I will do what I can to ensure everything is on track.  Unfortunately much of it is done by 3rd parties (e.g. Chorus) so we have limited/no control over the on site installation schedule, so I can't make any guarantees in that regard.

My views are my own, and may not necessarily represent those of my employer.

60 posts

Master Geek

  # 1170596 7-Nov-2014 10:31
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I was hoping for the modem arrives at least from Spark. Even if it was delivered by Courier Post, they usually leave a card that they can't deliver but I have not seen any card so far. Now it is going to affect the installation as Chorus cannot do anything. I took a day off for this and now this is not going to happen and wasted my time and my holidays. The modem should have been sent earlier instead the last minute because of a phone call yesterday which is poor from Spark. Either the courier cocked up and never left a card which is unlikely as that never happened before for me or Spark screwed up.


60 posts

Master Geek

  # 1170617 7-Nov-2014 10:59
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Phoned helpdesk and got told the modem is in transit, and was told that Chorus will finish the job today. I will wait and see if that is the case as I am a bit skeptical due to the past phone calls to helpdesk.

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