Moved house, Spark mucked up big time. Assistance?

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1eStar

1526 posts

Uber Geek

# 214693 24-May-2017 10:18

I'm writing on behalf, and wondering how to escalate to receive assistance and resolution? Maybe include a @JasonParis

What should be a straightforward procedure, known as moving house. Spark had managed to screw up:

-Disconnected homeline before move date (still not reconnected or diverted 2 weeks later)

-Booked scoping visit for fibre install at existing residence which already has fibre. (Doh)

-Lost all records of move house request (blame manilla game)

-Failed to supply static IP to new address on temporary connection at new address as necessary to set up security.(Kudos for setting up wireless then copper connection tho)

The poor handling of what should be a straightforward request, indicates that there is a systemic communication problem within Spark, similar to what Vodafone seems to exhibit.

What should I suggest to my friend to have this mess resolved? The local store staff and phone helpdesk seem inept.

Talkiet

4183 posts

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# 1787922 25-May-2017 09:02

4 people support this post

Hi there - certainly sounds like this could have been handled better and please pass on our apologies for that. Could you also please get your friend to PM me his contact and account details on here (or you can if he's happy with that) and I'll get them direct to someone I know personally in Chch to deal with the issue.

Cheers - Neil Gardner

Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Wheelbarrow01

935 posts

Ultimate Geek

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Chorus

# 1787928 25-May-2017 09:08

3 people support this post

I don't work in the residential space, but I note no-one else from Spark has responded. I am happy to look into this if you can provide me with the account number? I can then check what's happening. Move orders cannot get "lost" - once they are created there is a permanent record - they can't just disappear.

If there was indeed no order ever placed, then Spark is unlikely to have disconnected the old address - it would be more likely that the next occupant of that house had arranged for their services to be connected which could have triggered an 'abandonment' scenario (where Chorus forcibly disconnects the line to make way for the incoming occupant).

When you send me a private message, please advise the scenario ie fibre at old address and fibre required at new address, or copper at old address and fibre requested at new address etc. If you can advise the two addresses this would be helpful too.

I am on leave (and overseas) for a couple of weeks from tomorrow morning, but if I get the details by today I should be able to get someone from Spark residential team to look into this.

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

Wheelbarrow01

935 posts

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Chorus

# 1787931 25-May-2017 09:15

One person supports this post

Sorry Neil - you got n just before me there :)

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

1eStar

1526 posts

Uber Geek

# 1787935 25-May-2017 09:20

Thanks for replying, I've just sent a message to my friend requesting info.

MikeAqua

5385 posts

Uber Geek

# 1787996 25-May-2017 10:08

In our experience with Telecom/Spark every significant change we have ever made, has resulted in some error by them.

Mike

Talkiet

4183 posts

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# 1788011 25-May-2017 10:12

4 people support this post

MikeAqua:

In our experience with Telecom/Spark every significant change we have ever made, has resulted in some error by them.

You are exceptional. We do thousands of moves a month and the VAST VAST majority go off without a hitch. I not going to dispute that every experience YOU may have had has been bad, but what is the purpose of sharing such an obviously exceptional case?

Unless you seriously think that most address moves for most Spark customers have errors, you're not adding anything useful.

Cheers - N

(ps. If you think that, then you're mistaken)

Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

MikeAqua

5385 posts

Uber Geek

# 1788142 25-May-2017 14:28

Talkiet:

MikeAqua:

In our experience with Telecom/Spark every significant change we have ever made, has resulted in some error by them.

You are exceptional. We do thousands of moves a month and the VAST VAST majority go off without a hitch. I not going to dispute that every experience YOU may have had has been bad, but what is the purpose of sharing such an obviously exceptional case?

Unless you seriously think that most address moves for most Spark customers have errors, you're not adding anything useful.

Cheers - N

(ps. If you think that, then you're mistaken)

My comment seems to have struck raw nerve. Surely it shouldn't if you are confident about your organisation's performance?

I don't claim to know sparks overall success rate.

I've experienced a 100% first-attempt failure rate. I'm talking about a variety of different changes as well - land-line, mobile, broadband - fail, fail, fail.

We are only with spark at all due to no other options where we are in Nelson.

By contrast I should acknowledge that sparks business account service standards are excellent.

Mike

marpada

307 posts

Ultimate Geek

# 1788151 25-May-2017 14:42

More anecdotal evidence here

hio77

'That VDSL Cat'
10829 posts

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Spark

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# 1788154 25-May-2017 14:56

One person supports this post

MikeAqua:

Talkiet:

MikeAqua:

In our experience with Telecom/Spark every significant change we have ever made, has resulted in some error by them.

You are exceptional. We do thousands of moves a month and the VAST VAST majority go off without a hitch. I not going to dispute that every experience YOU may have had has been bad, but what is the purpose of sharing such an obviously exceptional case?

Unless you seriously think that most address moves for most Spark customers have errors, you're not adding anything useful.

Cheers - N

(ps. If you think that, then you're mistaken)

My comment seems to have struck raw nerve. Surely it shouldn't if you are confident about your organisation's performance?

I don't claim to know sparks overall success rate.

I've experienced a 100% first-attempt failure rate. I'm talking about a variety of different changes as well - land-line, mobile, broadband - fail, fail, fail.

We are only with spark at all due to no other options where we are in Nelson.

By contrast I should acknowledge that sparks business account service standards are excellent.

Wouldn't say a nerve, i'm sure Neil just wanted to present factual indications encase anyone else was concerned.

The HMB section of spark is getting quite a shake up in the coming time, Nobody is denying mistakes do happen.

Being that i come from the business side, i can relate and certainly agree our business teams go to the nth degree in making sure everyones done right.

I expect any mistakes made within the business is a genuine mistake, in terms of reps that make mistakes... There is a coaching process to improve on experience.

I fully expect that moving forward we will be seeing alot less of human mistakes cropping up, it certainly is one in a million - Your case being repeated experiences is a disappointing to hear though!

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

1eStar

1526 posts

Uber Geek

# 1788303 25-May-2017 18:11

I spoke to the affected party this morning. He tells me in the last two days, the landline has been connected, the static IP assigned. He said he was going to check the status of the Fibre install, and would get back to me. Thanks for all the offers so far...