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Topic # 190929 16-Jan-2016 19:53
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So get this. I have fibre. I want it to be faster. 2 months later, NOT. And the only way to get attention from Spark is email the CEO twice!

In detail. Got rung told it would be cheaper to upgrade to 200/20 and unlimited. Said maybe. Went to a shop in November they said great. Sent me modem. No upgrade. Rang 6 or 7 times. 3 hour wait each time. Callback is a lie, they just bump you up the queue and make you wait anyway. Call centre menus do not cater for someone with a genuine problem. 3 online chats.

Nothing Nothing Nothing No help. 3 hours each time for a hired call centre???

Email CEO, escalated, pre Christmas, oh we can do that end of January???

Email CEO, new escalator, may have helped, but SpeedTest is saying 25????

No apologies

Compensation??? All going to simon.moutere???

Clearly it is easy to talk the Spark talk. Walk? Damp squib. Oscar Wilde's "Remarkable Rocket" too wet to go off.

Would love to have any ideas assistance, or a guide to a proper ISP.

Schnopp





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  Reply # 1472850 16-Jan-2016 21:13
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You mean Simon Moutter?

Meow
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  Reply # 1472856 16-Jan-2016 21:22
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Uhm why the hell are you emailing Simon? There is no point.

SpeedTest saying 25? This sounds like you're doing your SpeedTest over WiFi. Please connect via Ethernet and give us more information. Geekzone is not a soap box and to be honest it doesn't sound like you've gone through the correct channels. Callback does indeed work since I have personally used it over the last couple of months but they've also got other customers to manage and you're not their only customer.

Spark are also very transparent when it comes to their call centre and list the current waiting time etc on their Contact Us page (http://spark.co.nz/contactus). Provide more information on how you're testing and ensure you're ONLY using Ethernet to do any form of testing.




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  Reply # 1472858 16-Jan-2016 21:25
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Sorry to say, but based on this post, I wouldn't recommend you to any ISP I actually liked :) 

Compensation? Seriously? 

Should it have been handled better, sure. Apology, probably. Compensation, you're kidding.

Take the emotion out of it, get calm, call, get a reference number and the name of the person who you spoke to. 

Unsure quite how you have honestly ended up with a 3 hour hold, did you call the right number? You did that 6-7 times? Are you exaggerating?





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  Reply # 1472872 16-Jan-2016 21:44
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networkn: Sorry to say, but based on this post, I wouldn't recommend you to any ISP I actually liked :) 

Compensation? Seriously? 

Should it have been handled better, sure. Apology, probably. Compensation, you're kidding.

Take the emotion out of it, get calm, call, get a reference number and the name of the person who you spoke to. 

Unsure quite how you have honestly ended up with a 3 hour hold, did you call the right number? You did that 6-7 times? Are you exaggerating?



As what @l43a2 said to me always check the price of Soap before replying to a post. I can confirm that it is on special at New World this week (health basics too - so the good stuff).

I honestly think the whole thing is exaggerated since I've phoned Spark multiple times over the last couple of months and never been on hold for more than a few minutes + their callback actually was working very well. This is what sounds fishy around here. He needs to provide more information with how he is testing etc.




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  Reply # 1472912 16-Jan-2016 23:36
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networkn: Sorry to say, but based on this post, I wouldn't recommend you to any ISP I actually liked :) 

Compensation? Seriously? 

Should it have been handled better, sure. Apology, probably. Compensation, you're kidding.

Take the emotion out of it, get calm, call, get a reference number and the name of the person who you spoke to. 

Unsure quite how you have honestly ended up with a 3 hour hold, did you call the right number? You did that 6-7 times? Are you exaggerating?


There is a fibre provisioning number you can call and they literally never answer it. I had this experience in November. They also never call back if you leave a message. 

So i stayed with 123 and online chats and we got there. Eventually. 




____________________________________________________
I'm on a high fibre diet. 

 

High fibre diet


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  Reply # 1473025 17-Jan-2016 10:14
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Linuxluver: 

There is a fibre provisioning number you can call and they literally never answer it. I had this experience in November. They also never call back if you leave a message. 

So i stayed with 123 and online chats and we got there. Eventually. 


I find that 123 are more than helpful with most things and if they can't help, they'll find somebody who can assist. Online chat is also very good. Plenty of ways to contact them.

@wheelbarrow01 you around? I don't think it is worth pursuing on this further until the OP gives more information on the ways he is testing etc. In-fact I now question if he is coming back at all.






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  Reply # 1473057 17-Jan-2016 11:07
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Yes, was a soap box rant. Yes speedtest was wireless about 80M wired, but I had been told by Escalation Service that I would have my fibre speed upgraded Friday morning.

Outline of time and contacts is completely true, and yes 3 hours waiting on the phone does occur. There was some issue with provisioning where a request would get put through and rejected for some reason so I would ask again and the request would get put through and rejected, etc. Why email the CEO? Standard practice I would have thought, if customer service isn't working escalate. 

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  Reply # 1473091 17-Jan-2016 12:02
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Is that the escalation process you follow with every company that doesn't resolve something to your satisfaction? By e-mailing the CEO?

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  Reply # 1473106 17-Jan-2016 12:27
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schnopp: 
Outline of time and contacts is completely true, and yes 3 hours waiting on the phone does occur. There was some issue with provisioning where a request would get put through and rejected for some reason so I would ask again and the request would get put through and rejected, etc. Why email the CEO? Standard practice I would have thought, if customer service isn't working escalate. 


quickymart: Is that the escalation process you follow with every company that doesn't resolve something to your satisfaction? By e-mailing the CEO?


I've never once messaged the CEO of a company unless if the company is a one man band (and is himself a director). That is not at all standard practise. In future, an escalation process is done through the call centre as they have managers / technical guys. Emailing a busy CEO is not going to achieve anything the call centre can't and to be honest you'll have more of a bad experience doing so. Follow the escalation process on their website because it is there for a reason. If you have a problem then make a complaint via their complaints process. Never message the CEO. They've got over 2mil customers to deal with.

This is the core of your problem. If you did a quick search on Geekzone you'll also find that Spark have had some fibre billing provisioning problems lately and they're working on fixing this. I've also seen multiple threads from different providers all indicating problems with speed changes. This is a problem with Chorus and not with Spark, and especially not with the CEO of Spark. You've got very fast internet so have a little bit of patience, follow the correct support channels then you'll actually get a decent outcome.




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  Reply # 1473454 18-Jan-2016 08:00
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michaelmurfy:
Linuxluver: 

There is a fibre provisioning number you can call and they literally never answer it. I had this experience in November. They also never call back if you leave a message. 

So i stayed with 123 and online chats and we got there. Eventually. 


I find that 123 are more than helpful with most things and if they can't help, they'll find somebody who can assist. Online chat is also very good. Plenty of ways to contact them.

@wheelbarrow01 you around? I don't think it is worth pursuing on this further until the OP gives more information on the ways he is testing etc. In-fact I now question if he is coming back at all.

 

 

 

Sorry I was off-grid at the weekend but happy to look into this. Can the original poster flick me a private message with your account number and I will find out what the underlying issue is and see if I can get the speed change pushed through.

 

Thanks,

 

Simon (not Moutter)




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

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  Reply # 1473468 18-Jan-2016 08:23
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Wheelbarrow01: 

  Sorry I was off-grid at the weekend .... <snip>

 

 

 

Okains Bay must have been quite busy :)

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  Reply # 1473470 18-Jan-2016 08:28
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Bugzptr:
Wheelbarrow01: 

  Sorry I was off-grid at the weekend .... <snip>
  Okains Bay must have been quite busy :)

 

 

 

Don't tell Don ;-)

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  Reply # 1473472 18-Jan-2016 08:30
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Bugzptr:
Wheelbarrow01: 

  Sorry I was off-grid at the weekend .... <snip>
  Okains Bay must have been quite busy :)

 

 

 

lol I saw that forum subject. No in this case I was just at home - still surrounded by radio waves and internets - I just chose to ignore the lot of it for the weekend. I must admit at one point I had the overwhelming desire to check what my 300 close personal facebook friends had for dinner and what their cats were up to, but it soon passed and I went on with my life.......




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  Reply # 1474131 18-Jan-2016 20:47
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michaelmurfy:
schnopp: 
Outline of time and contacts is completely true, and yes 3 hours waiting on the phone does occur. There was some issue with provisioning where a request would get put through and rejected for some reason so I would ask again and the request would get put through and rejected, etc. Why email the CEO? Standard practice I would have thought, if customer service isn't working escalate. 


quickymart: Is that the escalation process you follow with every company that doesn't resolve something to your satisfaction? By e-mailing the CEO?


I've never once messaged the CEO of a company unless if the company is a one man band (and is himself a director). That is not at all standard practise. In future, an escalation process is done through the call centre as they have managers / technical guys. Emailing a busy CEO is not going to achieve anything the call centre can't and to be honest you'll have more of a bad experience doing so. Follow the escalation process on their website because it is there for a reason. If you have a problem then make a complaint via their complaints process. Never message the CEO. They've got over 2mil customers to deal with.

This is the core of your problem. If you did a quick search on Geekzone you'll also find that Spark have had some fibre billing provisioning problems lately and they're working on fixing this. I've also seen multiple threads from different providers all indicating problems with speed changes. This is a problem with Chorus and not with Spark, and especially not with the CEO of Spark. You've got very fast internet so have a little bit of patience, follow the correct support channels then you'll actually get a decent outcome.

 

I emailed the CEO as a last resort after 2 months of call centres, chats, escalation and frustration. No one could help. All useful technical support was hidden.

 

CEO stands for Chief Executive Officer who is ultimately responsible for call centre, chat, provisioning, technical, sales, image, etc. both policies and performance. That is why they get paid truckloads.

 

Contrary to your last assertion support channels were unhelpful.

 

And, in contradiction to your penultimate assertion, emailing the CEO was effective within a very short time.

 

I am a shareholder and if the CEO does not take responsibility for performance at all levels then I would be sorely disappointed at the appointment.

 

 

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  Reply # 1474134 18-Jan-2016 20:51
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You own a percentage of shares in Spark?

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