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407 posts

Ultimate Geek


# 183707 27-Oct-2015 14:45
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Recently decided to make the jump to fiber from Vodafone cable as Vodafone doesn't offer fiber to cable customers. Anyway after looking I settled on Spark.

It would seem Sparks business model consists of 'Bad Customer Service' and 'Not wanting new customers'.

I called and made an order for Fiber and was told my order details would be emailed to me......................................

nothing...........

Used Spark chat and again was told my order details would be emailed to me........................

nothing...........

Used Spark chat again and was told my order doesn't exist.......... they will call me back..........in 1 hour and 10 minutes!!!!!!!!!!!

Well if this is how you treat new customers, I'll take my custom elsewhere. STAY AWAY FROM SPARK, seriously they are bad. Makes Vodafone look like Angels.

Spark, you simply Suck!

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Ultimate Geek
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  # 1414715 27-Oct-2015 14:49
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Did you try and fill in the online order form?

Thanks where I would have started.

Why bother with phoning, online chat?



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Ultimate Geek


  # 1414716 27-Oct-2015 14:52
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DizzyD: Did you try and fill in the online order form?

Thanks where I would have started.

Why bother with phoning, online chat?


Because the deal I saw wasn't listed online and I had some questions.

 
 
 
 


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  # 1414721 27-Oct-2015 14:54
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At the risk of sounding cliche, did you check your spam filter?



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Ultimate Geek


  # 1414732 27-Oct-2015 15:02
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ubergeeknz: At the risk of sounding cliche, did you check your spam filter?


Haha yes.



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Ultimate Geek


  # 1414806 27-Oct-2015 15:52
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Got my callback, they said things are progressing and the reason why I haven't had an email is their email system is being upgraded. Better response but still not great service.

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Uber Geek


  # 1414824 27-Oct-2015 16:04
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Not an ideal experience at all, however I have found their customer service to be excellent the last few years.

Try not to let a couple of bad experiences sour your opinion completely. If email was an issue sounds like the CSRs were probably doing everything right, just no email going out.





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Ultimate Geek


  # 1414832 27-Oct-2015 16:15
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wasabi2k: Not an ideal experience at all, however I have found their customer service to be excellent the last few years.

Try not to let a couple of bad experiences sour your opinion completely. If email was an issue sounds like the CSRs were probably doing everything right, just no email going out.




Yeah I feel a little harsh now with this topic but to be fair they could of done better such as following up or checking the email system before going live.

 
 
 
 


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  # 1414854 27-Oct-2015 16:26
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leo0787sx:
wasabi2k: Not an ideal experience at all, however I have found their customer service to be excellent the last few years.

Try not to let a couple of bad experiences sour your opinion completely. If email was an issue sounds like the CSRs were probably doing everything right, just no email going out.




Yeah I feel a little harsh now with this topic but to be fair they could of done better such as following up or checking the email system before going live.


Harsh but fair, our neighbour had a similar experience signing up with UFB from Spark where the first time they ordered it nothing happened, it was only on the second attempt that Spark actually sent the order to Chorus.

Baby Get Shaky!
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  # 1414857 27-Oct-2015 16:27
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// Rant Start

Titles and posts like this frustrate me. I don't see how your issue, which in the grand scheme of things is pretty minor, could possibly lead to a statement such as " STAY AWAY FROM SPARK, seriously they are bad." and "Spark, you simply Suck!".

It's ok to be frustrated but seriously, why use such emotive language because you had a minor issue ordering something? It's not like your internet has been down for months, or they keep charging your CC hundreds of dollars or something that might actually have an impact. Fibre installs take months, if it takes a few days to get a confirmation saying you'll be contacted when they're ready to proceed so what?

Nothing you posted showed any bad customer service on Sparks part. By all accounts the reps you dealt with were good. There was an issue in sending you an email ('upgrade' is often used in the place of 'fault' to sound good), email issues happen to the best ISP's from time to time (often for days on end affecting the majority of their customer base....). Call back times are dictated by how busy the CS queues are, everyone just has to wait there turn.

Maybe I'm just grumpy today but really this is a non-issue and a pointless discussion.

// Rant Over

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  # 1416015 29-Oct-2015 10:31
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kingjj: // Rant Start
('upgrade' is often used in the place of 'fault' to sound good), email issues happen to the best ISP's from time to time (often for days on end affecting the majority of their customer base....).

// Rant Over


I can confirm that there is a major upgrade underway. Spark is progressively moving away from our traditional product ordering and customer management system (ICMS - a DOS based system which we have used since 1987) and migrating to a flash new Seibel based customer management product.

This migration for all our fibre customers started on 19/10. All fibre orders started prior to this date are progressively being manually migrated over to the new system. All fibre orders commenced after 19/10 are in the new system from the outset.

The new system has been designed to send automated emails to our customers at various milestones on the order journey, but some of these notifications are having teething issues and therefore in some instances, order confirmation emails have not been sent, or are at least quite delayed. This issue is being investigated with urgency so that a fix can be implemented.

The transition to the new customer management and product ordering system is a monumental piece of work - unprecidented in Spark's history. It represents a huge step-change in the way Spark processes new connections and manages our existing customers. Implementation of the new system has literally taken years and hundreds of thousands of man-hours to get to this point. I do understand the OP's frustration, and hope that their fibre connection journey going forward is more positive.






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


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  # 1416045 29-Oct-2015 11:29
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Completely OT but there will be a party like it's 1987 once ICMS is gone. :-)


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  # 1416068 29-Oct-2015 12:24
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sbiddle: Completely OT but there will be a party like it's 1987 once ICMS is gone. :-)



Yep they sure got their moneys worth out of it. 




Regards,

Old3eyes


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  # 1416082 29-Oct-2015 12:47
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sbiddle: Completely OT but there will be a party like it's 1987 once ICMS is gone. :-)



Is ICMS completely gone or is it still there in the background?

Also, ICMS is not DOS based it is OS/400 based.

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  # 1416087 29-Oct-2015 12:58
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graemeh:
sbiddle: Completely OT but there will be a party like it's 1987 once ICMS is gone. :-)



Is ICMS completely gone or is it still there in the background?

Also, ICMS is not DOS based it is OS/400 based.


ICMS is very much still here - it will remain in use for POTS lines and orders for the foreseeable future I expect.

I personally am going to miss it - It's super reliable, does not rely on web browsing, has heaps of shortcuts, and after 7 years I can use it blindfold. The new system requires me to unlearn everything I know which is going to take some time....




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


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  # 1416098 29-Oct-2015 13:19
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Wheelbarrow01:
graemeh:
sbiddle: Completely OT but there will be a party like it's 1987 once ICMS is gone. :-)



Is ICMS completely gone or is it still there in the background?

Also, ICMS is not DOS based it is OS/400 based.


ICMS is very much still here - it will remain in use for POTS lines and orders for the foreseeable future I expect.

I personally am going to miss it - It's super reliable, does not rely on web browsing, has heaps of shortcuts, and after 7 years I can use it blindfold. The new system requires me to unlearn everything I know which is going to take some time....


I didn't think they would manage to kill it.

I just hope for your sake they changed the business processes to work with Siebel instead of trying to make Siebel work like ICMS so they could use the same processes.

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