Spark's apalling hold times

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

christherider

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#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

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#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

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#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...

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NonprayingMantis

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#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

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#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

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#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.

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michaelmurfy

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#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?

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christherider

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#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

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#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

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#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

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#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.