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Topic # 180612 15-Sep-2015 11:29
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It's pretty common to read threads on GZ from people complaining about their telco, and in particular the customer service (or lack thereof), so I just wanted to give a shout-out to say I've had great service from Spark over the last two days.

 

     

  1. I'm in the process of changing addresses and a difference in settlement dates meant a planned month in a motel between houses.  I advised all my service providers, including Spark for my landline and VDSL, of my last date in the old house and the first date in the new one (26 September).

    A couple of weeks later, the real estate agent advised that the vendors had found a place to rent and could move out earlier if I was interested in bringing the settlement date forward.  Hell yes!  So two weeks ago I advised everyone, including Spark, of the new date (17 September).

    Yesterday a very helpful lady from Spark called me to say that the vendors, who are also Spark customers, had not advised that they wanted their services disconnected on 16 September, which meant that I wouldn't have phone or internet on the day I move in and, as a new visit would have to be booked with Chorus for the VDSL install, it might be ten days before I had VDSL broadband, although I could have ADSL the day after moving in.  This allowed me to contact the agent last night, who contacted the vendor, who called Spark this morning regarding their disconnection, so I can have everything I need on Day 1.

    Spark - thank you very much for your excellent proactive customer service.

  2. The week before moving out of the old house, my wife and I went to Melbourne for a holiday.  Within minutes of arriving and turning flight mode off on my mobile, I received a text from Spark asking if I would like to purchase a data pack for use in Australia to save on roaming charges.  I clicked on a link in the text that eventually took me through to some options and I bought a $19 pack that I thought would be enough.

    To my horror, my latest bill had around $90 of charges for data and texts in Australia.  The data pack had been added to my daughter's phone (which is on my account) instead of mine.  She hadn't gone to Australia with us, but every time I had touched the internet that week I was hit with a $10 charge.  I called Spark this morning, they checked a couple of things, said they couldn't understand how it had happened and that it had never happened before, but without any fuss they credited every cent of the charges from Australia back, to come off the next bill.

    Spark - thank you very much for your excellent reactive customer service.

 

I've been a Telecom/Spark customer for a long time now and while things sometimes do go wrong, they have always been quick to put them right.  That's why I'll still be a Spark customer for a long time yet.

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Spark NZ

  Reply # 1387897 15-Sep-2015 14:37
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Thanks for the great comments andrew027!

If you'd like to PM us with your account or phone number we'll make sure the people who helped you (and their managers!) see your kind words.  

Sam




We are Spark. We're about delivering what our customers want: Mobility, data, music, internet TV, cloud services, and much more.

Web: spark.co.nz | sparknz.co.nz
Facebook: fb.com/spark4nz
Twitter: @sparknz | @sparknzltd
Broadband: 0800 22 55 98
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  Reply # 1388422 16-Sep-2015 10:27
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Cheers Sam - PM sent. 

 
 
 
 




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  Reply # 1391703 22-Sep-2015 10:17
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So I just thought I'd update this thread with the latest status which, unfortunately, has tarnished my feelings towards Spark's customer service somewhat.  Now, I understand that some of this is probably down to issues with Chorus, or communication between Chorus and Spark, but it has not been the seamless experience I had hoped for.

With regards to item (1) from my original post, the previous occupier of the house did advise Spark of their disconnection requirements on Tuesday morning, and we did have our landline connected on Thursday, the day we moved in.  But no Chorus technician turned up to do the VDSL installation.

I phoned Spark on Friday morning and was told a new appointment had been set up for Tuesday.  I said I couldn't accept that time as there was no way anybody could be home on the Tuesday, but that I would talk to my wife, we'd work out a time when one of us could be there, and I'd call back.

I phoned Spark on Monday morning to arrange a new time but was told the appointment was already set up for Tuesday.  I repeated that nobody could be home on Tuesday but offered Wednesday or Friday afternoons or Thursday morning as options.  We agreed on Friday afternoon as a time that worked for everyone.  I advised my wife who spoke to her boss to organise working from home on Friday afternoon.

About 15 minutes later I received a text from Spark saying the appointment was confirmed for Wednesday afternoon.

I phoned Spark back and again we confirmed verbally that it was actually Friday afternoon.

This morning (Tuesday) I get a call from the Chorus technician about the appointment this afternoon.  I told him there was no appointment this afternoon as I had rejected the Tuesday appointment several days ago, and that it was supposed to be this Friday.  He sounded very confused and said "I suppose someone will be phoning me shortly".

So today I engaged in Spark's customer service "live chat" and am told again that the appointment is this Friday.  If nobody turns up this Friday afternoon I'm going to be very upset.

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  Reply # 1391716 22-Sep-2015 10:49
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You may find that the failings are almost entirely on the Chorus side of things. I have been in a similar situation with my work places several times, and despite arrangements made, Chorus (or their representatives) have just gone and done their own things and not followed agreed times at all. One of the times I was just darn lucky that the cabling person I had on site doing some work for me was very competent with fibre and could do the job the missing Chorus tech was meant to be doing.



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  Reply # 1391750 22-Sep-2015 11:24
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keewee01: You may find that the failings are almost entirely on the Chorus side of things. I have been in a similar situation with my work places several times, and despite arrangements made, Chorus (or their representatives) have just gone and done their own things and not followed agreed times at all. One of the times I was just darn lucky that the cabling person I had on site doing some work for me was very competent with fibre and could do the job the missing Chorus tech was meant to be doing.

Yes, I'm pretty sure a lot of the problems are with Chorus, but there is a feeling of some miscommunication within Spark too.  Hopefully it will all be sorted by the end of the week!

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  Reply # 1454718 21-Dec-2015 18:44
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andrew027: It's pretty common to read threads on GZ from people complaining about their telco, and in particular the customer service (or lack thereof), so I just wanted to give a shout-out to say I've had great service from Spark over the last two days.


Hi

I agree spark customer service is good, and the people they have working the phone or the chat system online have been great to deal with considering that the information that spark provides their customer service teams is very inadequate.

And you do not want me to get started on CHORUS



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