Spark's apalling hold times

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark's apalling hold times

christherider

56 posts

Master Geek
+1 received by user: 7
Inactive user

#191867 18-Feb-2016 17:27

I'm trying to get in touch with Spark to correct a billing screw up they made - current hold time is over 2 hours. Their Live chat service isn't working, and is stuck on Connecting. Weren't Spark bragging recently about a huge new intake of customer service people?

Jase2985

13732 posts

Uber Geek
+1 received by user: 6205

ID Verified

Lifetime subscriber

#1495128 18-Feb-2016 17:50

considering its 1730 when most people are getting home and would be calling and wanting service/logging faults its normally the case

call at a non peak time if you want prompt service

michaelmurfy

meow
13580 posts

Uber Geek
+1 received by user: 10911

Moderator

ID Verified

Trusted

Lifetime subscriber

#1495135 18-Feb-2016 18:19

You can watch the queue yourself here: http://www.spark.co.nz/contactus - just hold off and call them when it is less busy...

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

Are you happy with what you get from Geekzone? Please consider supporting us by subscribing.
Opinions are my own and not the views of my employer.

NonprayingMantis

6434 posts

Uber Geek
+1 received by user: 1528

#1495146 18-Feb-2016 18:54

If it's just a billing issue, why not do it via email and save clogging up the phone queue for the people who have genuinely urgent issues (like no broadband)

christherider

56 posts

Master Geek
+1 received by user: 7
Inactive user

#1495147 18-Feb-2016 18:56

NonprayingMantis: If it's just a billing issue, why not do it via email and save clogging up the phone queue for the people who have genuinely urgent issues (like no broadband)

Because if I don't get this resolved they will cut off my internet, as per the letter I received today. I'd call that pretty urgent. Given the clusterf*ck that is Spark's response so far I don't have any faith that email correspondence will fix this.

I don't even know which number to call - 123 etc doesnt work from my 2degrees phone. Currently the website is giving me a max hold time of 10mins while 0800 800 163 is giving me a hold time of 50+ minutes.

toejam316

1516 posts

Uber Geek
+1 received by user: 888

Trusted

Lifetime subscriber

#1495155 18-Feb-2016 19:06

You'll be lucky - most billing departments I'm aware of close at 5pm, although some will close at 8pm, not sure.

Join Quic Broadband with my referral - no sign up fee and gives me account credit

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

michaelmurfy

meow
13580 posts

Uber Geek
+1 received by user: 10911

Moderator

ID Verified

Trusted

Lifetime subscriber

#1495156 18-Feb-2016 19:09

For them to cut off your internet you normally have to have around 2-3mo worth of debt on your account. Really sounds like you've left this to the absolute last minute if it was their billing mistake.

Just because they did a billing mistake it doesn't mean you stop paying them. How many times have you spoken to them?

Apple TV

Stream your favourite shows now on Apple TV (affiliate link).

christherider

56 posts

Master Geek
+1 received by user: 7
Inactive user

#1495163 18-Feb-2016 19:22

michaelmurfy: For them to cut off your internet you normally have to have around 2-3mo worth of debt on your account. Really sounds like you've left this to the absolute last minute if it was their billing mistake.

Just because they did a billing mistake it doesn't mean you stop paying them. How many times have you spoken to them?

I've been with Spark less than 3 months. For some reason they sent (and charged me for) me two modems, which I told them about. They sent me a courier bag to send the extra one back, and specifically told me to ignore the charge because it will be reversed. I did exactly that, but they never reversed the charge. They also added a $18.40 late charge.

edit: And I have paid all of my bills, excluding the modem charge as instructed.

scuwp

3927 posts

Uber Geek
+1 received by user: 2510

#1495183 18-Feb-2016 19:46

Try now. Says max waiting time 5 min.

Lazy is such an ugly word, I prefer to call it selective participation

Dairyxox

1595 posts

Uber Geek
+1 received by user: 455

#1495197 18-Feb-2016 20:07

Called spark today for an extra data pack and got through immediately. That's my normal experience when I call them a couple of times a week.

christherider

56 posts

Master Geek
+1 received by user: 7
Inactive user

#1495201 18-Feb-2016 20:12

Dairyxox: Called spark today for an extra data pack and got through immediately. That's my normal experience when I call them a couple of times a week.

Cool. That's not my experience tonight.