Spark hold time is greater than 1 hr!

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark hold time is greater than 1 hr!

Batman

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#172081 11-May-2015 14:00

Tried to call them to set up credit card direct debits ... coz you can't do that online ... ?!

And i have to wait >1hr to do that?

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#1301970 11-May-2015 14:17

That's odd. I call Spark all the time (on average a couple of times a week), and I've never waited longer than 15 minutes, in the last 12 months.

vexxxboy

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#1301972 11-May-2015 14:19

if it's any help, Snaps wait times have been under a minute on my last 3 calls.

Common sense is not as common as you think.

GregV

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#1301974 11-May-2015 14:24

Hit up their online chat team before picking up the call. They've been able to get a person to call me fairly quickly, even with long wait times.

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#1301979 11-May-2015 14:28

Kiwibank Mastercard were unreachable by phone on Friday ANZAC weekend, so, out of frustration, I finished up visiting them in person at their Wellington head office reception. Receptionist looked very surprised when I said their helpdesk weren't answering the phone, so here I am in person.

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#1301986 11-May-2015 14:40

Dairyxox: That's odd. I call Spark all the time (on average a couple of times a week), and I've never waited longer than 15 minutes, in the last 12 months.

ditto, last three calls have been under 15 minutes, and one was a call back.

must have hit them at a bad time

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#1301997 11-May-2015 14:55

dafman: Kiwibank Mastercard were unreachable by phone on Friday ANZAC weekend, so, out of frustration, I finished up visiting them in person at their Wellington head office reception. Receptionist looked very surprised when I said their helpdesk weren't answering the phone, so here I am in person.

Hah, nice, what was the outcome? :)

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dafman

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#1302096 11-May-2015 16:45

sidefx:
dafman: Kiwibank Mastercard were unreachable by phone on Friday ANZAC weekend, so, out of frustration, I finished up visiting them in person at their Wellington head office reception. Receptionist looked very surprised when I said their helpdesk weren't answering the phone, so here I am in person.

Hah, nice, what was the outcome? :)

They found someone in the MasterCard team, very short wait, query answered (-; One of the benefits of working only 5 mins walk away!

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#1302099 11-May-2015 16:51

hmm maybe there was an error in the automated system. anyway maybe i'll try again another time or use the chat

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#1302100 11-May-2015 16:52

Dairyxox: That's odd. I call Spark all the time (on average a couple of times a week), and I've never waited longer than 15 minutes, in the last 12 months.

Why do you need to call them that often? Jeepers!

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#1302114 11-May-2015 17:30

Yea I found it particularly bad for the last few months. I only call 126 which used to get answered immediately and now you can pretty much guarantee that during business hours you get the 'hold time is currently more than one hour, press 1 for a call back'.

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#1302166 11-May-2015 18:06

never rung them just use online chat or email and they are very quick to get things done, no complaints here.

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daparrot

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#1302168 11-May-2015 18:17

GregV: Hit up their online chat team before picking up the call. They've been able to get a person to call me fairly quickly, even with long wait times.

The problem with Chat is it took over 5 minutes to get someone on the chat at the other end
now its 30minutes to get someone to call me back after I via chat asked to them to call me for the CCard details
( no I don't trust the security of Telecoms chat system to give them online, it could be hosted anywhere )

Its shame that a phone company cant run a proper phone support desk with decent response times

And if they want to claim to be a tech company, its a shame they cant have a secure web page where we can self manage our credit card details..

daparrot

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#1302187 11-May-2015 18:51

Be aware that when you do get through to Spark and get the chance to change your CCard they may charge you double the normal
"Convenience Fee" ( man I love that term, I must try that on my clients..)
It depends where in your billing month you are. Make sure you ask them to change it after the next bill comes out.

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#1302196 11-May-2015 18:56

daparrot: ... Its shame that a phone company cant run a proper phone support desk with decent response times ...

Spark are copying Vodafone's business model - ignore your customs for long enough and they'll go away.

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#1306945 18-May-2015 09:32

wow this is amazing, as soon as fibre comes to my place I'm going to see if I should move to SNAP!

tried again to ring up to change my credit card direct debit number and .... wait time 39-59 mins ... opted for callback in 39-59 mins ... let's see.

why can't we do that simple task on the interweb??!!!!!!!!!!!!!!!!

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