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624 posts

Ultimate Geek

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#236311 28-May-2018 10:39
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I just spoke to customer services on a issue on my broadband.


Very interesting conversation I was routed to a call centre in the Philippines and asked about local support(as in NZ) to which I got told this is now a premium service at $15 per month.


I am gob smacked around this to put it mildly, anyone else heard about this and is there anything that can be done or not ?





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256 posts

Ultimate Geek

  #2023832 28-May-2018 10:56
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I think you're referring to Tech Wizard which Spark has had for years - this is based in NZ 24/7 support for any technology needs. You shouldn't really be using the faults line to ask how to set up your chrome cast/wireless printer etc. 


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Ultimate Geek

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  #2023883 28-May-2018 11:58
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So what I was calling for was the fact that I have just switched from Vodafone to spark for my internet and it appears to be running a bit slow.

I notice the tech wizard service is a paid service ?

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Uber Geek

  #2023905 28-May-2018 12:30
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You're on VDSL? How slow?

'That VDSL Cat'
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Uber Geek

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  #2023950 28-May-2018 13:48
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Hey @benz, this probably wasn't the clearest conversation with front line.




most of our residential calls are taken from an offshore team, the Business customers go via our onshore team.


onshore team does take overflow, but it's less common that you will get directly through to them.




Overall our offshore folk are pretty good at their jobs, i compare it to the call i literally just got off speaking to the offshore center for the big read company, where i wasn't as impressed with the service.




Our techwizard service is charged at 15$ a month, this is a special team that deal with a lot more than just your day to day broadband issues. they are there to assist to the n'th degree (eg as discussed above, they do things like chromecasts, Printers, tvs etc).


They are onshore, and the IVR will route calls straight to them. The rep you have spoken to has smartly recognized this and offered it as a solution to always end up local.




If there is a specific reason the offshore guys weren't able to assist, I'm happy to look over that.






It isn't uncomon for a DSL based service to change with a switch between providers, often ddDLM is reset as part of this.


Also if there was a change on modem, this could act very differently on both internal (wifi) and external (dsl)

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



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