As part of the latest offering from Spark to upgrade 30MB UFB to 100MB UFB for the same price, the email came through. We decided to upgrade (why not). After filling in all the details the order was submitted. This started 17th January. Then after checking the phone line, realized that it was disconnected and checked the order.
The order defaulted to Naked plan rather than what we did have including landline. Without contacting us to confirm, the phone had been cut off. Contacting them became a nightmare from the Monday 18th, calling was over 1hr wait time even at 8am.
Chat sessions eventuated to a call back after the hour time frame, and even then they could not help. I did admit it was my mistake not theirs at the wrong plan selected, however there should have confirmed. The first few times I was told that it was with Chorus and nothing could be done until they fulfilled their side. Wednesday night I was told that they close off their side and then Spark can close the order for the UFB before creating a new one for the Landline.
I called back on Thursday and they took their sweet time to get that closed, and advised that the new order would go to the connections team. Now it is over a week later and the ticket is still in a "Pending" state and no one is able to help or keeps us updated.
Each time "notes' were supposedly added but in reality this is not the case. We have had a couple of customer service people that have tried chasing and advising us, but seriously how long does it take to add a phone line. The line is used by our elderly inlaws who look after our daughter and is the only means of communication.
Complaints go no where, no one knows what they are doing, and our calls go round in circles.
Why is Spark so irritating, why do they not have enough people who know what the hell they are doing on the phones?