Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




1680 posts

Uber Geek
+1 received by user: 404


Topic # 248052 8-Mar-2019 18:15
One person supports this post
Send private message quote this post

Spark . Please fix your lack of help desk staff. Hire more people .

 

1hr 20 on hold . I gave up after that . Completely unacceptable wait time.

Even Orcon, who have the worst reputation, actually answer calls within 5minutes .
Youre making it hard to justify staying a customer.


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2


1680 posts

Uber Geek
+1 received by user: 404


  Reply # 2193897 8-Mar-2019 18:22
2 people support this post
Send private message quote this post

Oh it just gets better.

 

After I gave up on hold, spark txted me the website link to request a callback
spark.co.nz/callback

 

404 error. Even your website's callback request page doesnt work
sigh , very frustrating.


335 posts

Ultimate Geek
+1 received by user: 84


  Reply # 2193903 8-Mar-2019 18:33
4 people support this post
Send private message quote this post

You should just ditch them, I would.

 

Theres no excuse for waiting on hold that long

 

 

 

there are many more options and better service than spark out there!


 
 
 
 


'That VDSL Cat'
9711 posts

Uber Geek
+1 received by user: 2260

Trusted
Spark
Subscriber

  Reply # 2193905 8-Mar-2019 18:39
Send private message quote this post

1101:

 

Oh it just gets better.

 

After I gave up on hold, spark txted me the website link to request a callback
spark.co.nz/callback

 

404 error. Even your website's callback request page doesnt work
sigh , very frustrating.

 

 

https://www.spark.co.nz/book-a-call/

 

Wrong link, it was changed Yesterday afternoon, I'll reach out to the folk to have the sms updated.

 

 

 

 

 

You could always have chatted... Queues are low in chat.

 

is there something i can help with there?





#include <std_disclaimer>

 

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


548 posts

Ultimate Geek
+1 received by user: 259

Subscriber

  Reply # 2193945 8-Mar-2019 20:53
One person supports this post
Send private message quote this post

1101:

 

Spark . Please fix your lack of help desk staff. Hire more people .

 

 

Wrong - Hire more HELPFUL people!


2976 posts

Uber Geek
+1 received by user: 586


  Reply # 2193946 8-Mar-2019 20:53
One person supports this post
Send private message quote this post

hio77:

 

You could always have chatted... Queues are low in chat.

 

is there something i can help with there?

 

 

So if they can have low queues on chat why not the same for phone calls? After all they are selling talk time yet they cannot provide talk access in a timely fashion.

 

I spent well over an hour 30 min on hold just recently too, without any offer of a call back. Another communications company that doesn't do well at communicating. In marks out of 10 they'd get minus 10





Sony Xperia X running Sailfish OS. https://sailfishos.org The true independent open source mobile OS 
Samsung Galaxy Tab S3
Nokia N1
Dell Inspiron 14z i5


5369 posts

Uber Geek
+1 received by user: 1412

Moderator
Trusted
Lifetime subscriber

  Reply # 2193953 8-Mar-2019 21:07
3 people support this post
Send private message quote this post

I always just do an online chat, far more efficient and has the added benefit of having everything in writing and emailed to you.


'That VDSL Cat'
9711 posts

Uber Geek
+1 received by user: 2260

Trusted
Spark
Subscriber

  Reply # 2193990 8-Mar-2019 21:09
4 people support this post
Send private message quote this post

Technofreak:

 

hio77:

 

You could always have chatted... Queues are low in chat.

 

is there something i can help with there?

 

 

So if they can have low queues on chat why not the same for phone calls? After all they are selling talk time yet they cannot provide talk access in a timely fashion.

 

I spent well over an hour 30 min on hold just recently too, without any offer of a call back. Another communications company that doesn't do well at communicating. In marks out of 10 they'd get minus 10

 

 

Many agents are multiskilled eg, they take phonecalls, emails and chats.

 

there are a few conditions on if a callback is offered not really mine to adjust, but i can certainly pass the feedback along and see if it can be tweaked a little.

 

 

 

I build the systems the agents use, the metrics they produce are by always on my mind. Scheming up new ways to improve them is an constant. 

 

Sure more bodies can be thrown at the problem, but that's more of a short term solution to a larger problem that is...

 

 

 

We as new zealanders actually do demand a lot more of our broadband, Networks are also Far more complex. It's not uncommon to have a handful of iot products, a mobile device only home, a no cables home environment. 

 

These all boil down into things like..

 

Netflix buffers, that's an internet fault! It's not because the user has a microwave between their modem. or my internets slow when my phone syncs pictures!

 

 

 

i do what i can here, not only because i take passion in my work.. But i also get the Exceptionally insightful anadocal information from users that's not just facebook style "F Spark rant rant rant"





#include <std_disclaimer>

 

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


3403 posts

Uber Geek
+1 received by user: 883


  Reply # 2193996 8-Mar-2019 21:14
2 people support this post
Send private message quote this post

I tried to call Spark this afternoon; I'd forgotten the number (dumb, considering it's as easy as 1, 2, 3!) but finding this on their website was amazingly difficult! It seems like they've amended their website to deliberately push people to do anything other than call - even pushing 'call back' arrangements as prefered over customer-initiated calls. 

 

Once I found the number and called I found the menu system so frustrating - eg trying to get back a menu layer after finding out I'd selected the wrong option - I ended up giving up and going with the online chat. Wait time on that was about 10 minutes, whereas when I had looked at booking a call-back that would have been over an hour.

 

While I achieved what I wanted to via online chat I'd much rather had spoken to someone - just not having to wait over an hour to do so, or for them to call back at a time that suited them more than me.

 

Given I was calling to ask about my options at the point my BB contract ends next month, this experience will no doubt play a role in my interest in remaining a Spark customer... 


'That VDSL Cat'
9711 posts

Uber Geek
+1 received by user: 2260

Trusted
Spark
Subscriber

  Reply # 2194004 8-Mar-2019 21:23
One person supports this post
Send private message quote this post

jonathan18:

 

I tried to call Spark this afternoon; I'd forgotten the number (dumb, considering it's as easy as 1, 2, 3!) but finding this on their website was amazingly difficult! It seems like they've amended their website to deliberately push people to do anything other than call - even pushing 'call back' arrangements as prefered over customer-initiated calls. 

 

 

i dont mean to be that guy... but... i didnt even need to click?

 

 

Note: some of these links did change Yesterday afternoon so they are new to me too..





#include <std_disclaimer>

 

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


493 posts

Ultimate Geek
+1 received by user: 295


  Reply # 2194007 8-Mar-2019 21:35
2 people support this post
Send private message quote this post

Technofreak: So if they can have low queues on chat why not the same for phone calls?


I’d take a stab and say because most people want to talk to someone rather then type out their issue or query over chat and also that a lot people don’t know about the chat feature.

I for one always use the chat feature over phoning in as I don’t have to wait in queues for any longer than a couple minutes.

Call me selfish but I hope people still ignore the chat feature and call in so I can still get great service when needed lol

38 posts

Geek
+1 received by user: 12


  Reply # 2194595 9-Mar-2019 16:51
One person supports this post
Send private message quote this post

I would say Spark's 'Live Chat' is good at times. I usually have to wait only a few minutes too.


687 posts

Ultimate Geek
+1 received by user: 172

Subscriber

  Reply # 2194641 9-Mar-2019 17:40
Send private message quote this post

hio77:

 

jonathan18:

 

I tried to call Spark this afternoon; I'd forgotten the number (dumb, considering it's as easy as 1, 2, 3!) but finding this on their website was amazingly difficult! It seems like they've amended their website to deliberately push people to do anything other than call - even pushing 'call back' arrangements as prefered over customer-initiated calls. 

 

i dont mean to be that guy... but... i didnt even need to click?

 

 

Note: some of these links did change Yesterday afternoon so they are new to me too..

 

Great roll over link "Help & Support" in the second from top site navigation bar as graphically pointed out by @hio77 but you will also find similar "Help & Support" links, including 'Book a Call', at the bottom right of just about every Spark web site web page. Both of these navigation links require only one mouse click to reach your desired destination.





iMac 27" (late 2013), Airport Time Capsule + Airport Express, iPhone7, iPad6, iPad Mini2

 

Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra


'That VDSL Cat'
9711 posts

Uber Geek
+1 received by user: 2260

Trusted
Spark
Subscriber

  Reply # 2194642 9-Mar-2019 17:42
Send private message quote this post

FineWine:

 

Great roll over link "Help & Support" in the second from top site navigation bar as graphically pointed out by hio77 but you will also find similar "Help & Support" links, including 'Book a Call', at the bottom right of just about every Spark web site web page. Both of these navigation links require only one mouse click to reach your desired destination.

 

 

i will admit, that even i often forget the hover is a thing...





#include <std_disclaimer>

 

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


3844 posts

Uber Geek
+1 received by user: 1556

Subscriber

  Reply # 2194648 9-Mar-2019 18:14
2 people support this post
Send private message quote this post

OP, cut it out.

Spark have one of the better help desks. Although it may take time to get through to them, they can generally answer any query right away. As opposed to me other help dems that will just constantly transfer to another department.

Their live chat is very good. Its 2019, no real need to default to picking up the phone to get a hold of an ISP.



1680 posts

Uber Geek
+1 received by user: 404


  Reply # 2195737 11-Mar-2019 11:43
One person supports this post
Send private message quote this post

chevrolux: OP, cut it out.

.

 

why, because I imaged the 1hour 20 on hold.
That wait time is never acceptable. And it will be the same or worse for every other poor customer trying to get through.
As I said, Orcon , 5 minutes wait or less .

 

I did use the book a call via the website, booked a call for the next day
That worked well, got a call back on the time booked & then about a 5 minute wait.

 

The ongoing fault finally fixed , after several years intermittent issues .
This is the first time the chorus tech crawled under the house & actually repaired the cable join.

 

book a call & online chat is not a option that everyone can use . Your internet has to be working to use those options .


 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic


Donate via Givealittle


Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Amazon introduces new Kindle with adjustable front light
Posted 21-Mar-2019 20:14


A call from the companies providing internet access for the great majority of New Zealanders, to the companies with the greatest influence over social media content
Posted 19-Mar-2019 15:21


Two e-scooter companies selected for Wellington trial
Posted 15-Mar-2019 17:33


GeForce GTX 1660 available now
Posted 15-Mar-2019 08:47


Artificial Intelligence to double the rate of innovation in New Zealand by 2021
Posted 13-Mar-2019 14:47


LG demonstrates smart home concepts at LG InnoFest
Posted 13-Mar-2019 14:45


New Zealanders buying more expensive smartphones
Posted 11-Mar-2019 09:52


2degrees Offers Amazon Prime Video to Broadband Customers
Posted 8-Mar-2019 14:10


D-Link ANZ launches D-Fend AC2600 Wi-Fi Router Protected by McAfee
Posted 7-Mar-2019 11:09


Slingshot commissions celebrities to design new modems
Posted 5-Mar-2019 08:58


Symantec Annual Threat Report reveals more ambitious, destructive and stealthy attacks
Posted 28-Feb-2019 10:14


FUJIFILM launches high performing X-T30
Posted 28-Feb-2019 09:40


Netflix is killing content piracy says research
Posted 28-Feb-2019 09:33


Trend Micro finds shifting threats require kiwis to rethink security priorities
Posted 28-Feb-2019 09:27


Mainfreight uses Spark IoT Asset Tracking service
Posted 28-Feb-2019 09:25



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.