Spark chat help error.

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark chat help error.

3puttssuck

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#237875 21-Jun-2018 19:33

My Mother in Law has an issue with her Hotmail and she thought it may have been Spark related, so she chatted to their help desk online. They suggest she contact [REMOVED SCAM SITE LINK]

She even has the chat log that Spark sent her!

She did this and was told by an Indian person that she had a Virus and he would remove it for $149. She told him she would think about it and he abused her and hung up.

I called the 09 number on this website and gave the guy with an Indian accent, a total BS story with a BS Hotmail account, it was so damn random and obscure, that I doubt it belonged to anybody.

He said he could see my account and then told me my Laptop was full of Viruses and spyware. I don't own a laptop lol.

He said for $149 he could fix it for me straight away. He then gave me a website to log into so he could fix it. Needless to say, I didn't log in and hung up on him.

What are the chances that Spark has a bad apple on their chat board and is working with these guys and could that person be traced via the chat log?

l43a2

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#2041918 21-Jun-2018 19:38

i do wonder if the spark chat person googled it and gave that link not knowing what it was. googling the number it shows its being used for dell and acer support scams.

3puttssuck

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#2041920 21-Jun-2018 19:39

l43a2:

i do wonder if the spark chat person googled it and gave that link not knowing what it was.

Good point, stands to reason.

RunningMan

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#2041921 21-Jun-2018 19:40

Far more likely explanation is ignorance of who to direct to for Hotmail support. Don't always assume the worst.

RunningMan

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#2041929 21-Jun-2018 19:42

If you google "hotmail technical support nz" that website ranks right up there...

3puttssuck

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#2041933 21-Jun-2018 19:50

Yep, I guess the Spark person thought they were doing her a favour by using Google to find an NZ help site.

hio77

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#2041937 21-Jun-2018 19:54

So initial thoughts, Title is a little sensational...

Let's be honest, the issue isn't a spark fault... the agent clearly has simply made a best guess assumption (in this case linked to the wrong place which i'd love to correct their knowledge...)

Happy to look into details if DM me more information. I've done a bulk search for that url but i'm not seeing any chat transcripts with it....

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RunningMan

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#2041943 21-Jun-2018 19:57

hio77:Let's be honest, the issue isn't a spark fault... the agent clearly has simply made a best guess assumption (in this case linked to the wrong place which i'd love to correct their knowledge...)

This sums it up really well. Looks like the agent has been trying to do the right thing to help their customer, and inadvertently fallen for a scam themselves. It can happen to anyone!

3puttssuck

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#2041951 21-Jun-2018 20:07

hio77:

So initial thoughts, Title is a little sensational...

Let's be honest, the issue isn't a spark fault... the agent clearly has simply made a best guess assumption (in this case linked to the wrong place which i'd love to correct their knowledge...)

Happy to look into details if DM me more information. I've done a bulk search for that url but i'm not seeing any chat transcripts with it....

Sorry if you thought the title was trying to sensationalize things, that was not my intent. Just asking a question without much forethought. I have since changed it.

I will get a copy of the chat log tomorrow from the MIL and DM you. Thanks for the offer of help.

3puttssuck

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#2041983 21-Jun-2018 20:37

I typed 098015144, which is the phone number on their website, into Google and the result is an eye-opener.

richms

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#2041997 21-Jun-2018 20:49

Sure it was a real chat with spark? Seems trivial that a compromised machine could easily be made to live chat to anyone and it be the dodgey operatives.

Richard rich.ms

freitasm

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#2042013 21-Jun-2018 21:10

hio77:

Let's be honest, the issue isn't a spark fault... the agent clearly has simply made a best guess assumption (in this case linked to the wrong place which i'd love to correct their knowledge...)

I think the Hotmail is not a Spark fault but the fact a Spark person sent someone to a scam site is a terrible thing to happen. Help desk people should be trained INTENSELY to not give out ANY recommendation that is not related to Spark.

In this case. being helpful could have cost someone their money, their credit card number and a lot more.

I would like to see this taken up high within Spark because this is not how it should be done.

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hio77

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#2042020 21-Jun-2018 21:30

freitasm:

hio77:

Let's be honest, the issue isn't a spark fault... the agent clearly has simply made a best guess assumption (in this case linked to the wrong place which i'd love to correct their knowledge...)

I think the Hotmail is not a Spark fault but the fact a Spark person sent someone to a scam site is a terrible thing to happen. Help desk people should be trained INTENSELY to not give out ANY recommendation that is not related to Spark.

In this case. being helpful could have cost someone their money, their credit card number and a lot more.

I would like to see this taken up high within Spark because this is not how it should be done.

I'm not disagreeing that miss information is an issue at all.

as mentioned in my post, I've already hunted for the chat mentioned in order to discuss it accordingly.

in terms of a process, the advise should have been you need to seek support from your provider..

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hio77

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#2042028 21-Jun-2018 21:47

Right, i now have the chat.

I'll be following it up internally. @3puttssuck thanks for flagging this one.

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sdav

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#2042037 21-Jun-2018 22:09

This is a good result IMO. Well done all round!