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BDFL - Memuneh
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Reply # 301516 23-Feb-2010 15:08
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Just announced:


Telecom CEO Paul Reynolds this afternoon announced a range of significant measures aimed at restoring customers’ faith in XT following a series of major and unacceptable outages for tens of thousands of customers in recent weeks.
 
He also announced significant changes to the way in which the XT network will be managed, as a result of the unacceptable level of service.
 
“For too many of our customers, we have not lived up to the promises we made about XT when the network was launched,” Dr Reynolds said.
 
“So that’s why we are taking action on a broad range of fronts, covering the operation and management of the network, and customer offers.
 
“Alcatel Lucent CEO Ben Verwaayen has committed to providing the full global resources of his company to get these issues fixed,” said Dr Reynolds.
 
 
XT loyalty recognition
 
For the next three months all XT customers from Taupo southwards during this week’s outages who choose to stay with XT will receive a loyalty credit to their account.
 
For consumer on account customers this will amount to 33% of the customer’s monthly plan charge including their Telecom Extras such as texting and mobile broadband plans. Customers can expect this credit to be applied from their next bill for a three month period. So on a One Rate 100 plan for $49.95 per month, a customer’s monthly plan cost will in effect reduce to $33 per month. 
 
For pre-paid customers we will apply a 33% bonus every time they top up over the next three months.
 
For business On Account SME customers and Gen-i enterprise and corporate clients this loyalty credit will amount to 50% of their monthly plan charges over the next three months.
 
We recognise that customers south of Taupo are unlikely to want to sign up to a longer term contract, so we are ensuring we have offers in store that are attractive.

 
Dr Reynolds said that Telecom people are now taking much stronger involvement in the day-to-day management of the operations of the XT network.
 
 
Operational management
 
“CIO David Havercroft will assume the responsibility for all network and IT operations from today, and CFO Russ Houlden will carry interim responsibility for our Shared Services operations and Technology Strategy.
 
“With these measures in place, and with the offers we have made to customers affected by the outages, Telecom is now working day and night to restore customers’ faith in XT,” said Dr Reynolds.
 





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Master Geek
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  Reply # 301520 23-Feb-2010 15:16
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the loyalty recognition is enough for me to stay on

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  Reply # 301529 23-Feb-2010 15:25
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well i wasnt expecting that




this is where a signature goes

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  Reply # 301571 23-Feb-2010 16:47
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freitasm: Just announced:



“Alcatel Lucent CEO Ben Verwaayen has committed to providing the full global resources of his company to get these issues fixed,” said Dr Reynolds.
 
 


Actually they did promise this last week, prior to this latest outage- so clearly that doesn't count for much. More of the same, discounts.  i fail to see how we're any better off?



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  Reply # 301573 23-Feb-2010 16:51
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I don't think that specific line was a "new annoucement" but reinforcing what was already said last week. I was watching the live event on the press link. Read the thread at http://www.geekzone.co.nz/forums.asp?ForumId=39&TopicId=57745 for the full Q&A and other comments from the live session.




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  Reply # 301586 23-Feb-2010 17:06
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It's not just south of Taupo that's affected.

If you live north of Taupo and want to phone someone on the network in South Island and the call doesn't go through you are hit as well.

Compensation should be for all XT users.

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  Reply # 301589 23-Feb-2010 17:21
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Mauricio,

I'd agree that's what they said, but that is my point. They're repeating themselves over and over, offering more discounts, but they don't seem to have a clue what's next and how they will actually fix these problems. I feel like going down to the TAB and wagering we'll be back next week, with reynolds saying the same thing over again.

It looks to me like Lucent's promises (and therefore Telecom's) are worthless- there will be much more pain for this has a hope in hell of improving.

(If anything, i suspect the three month commitment sounds a bit like they are pre-positioning for three further months of trouble. You're meant to buy in to this now, so you can look and say, I have to hang on.... i have this incentive....)

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  Reply # 301593 23-Feb-2010 17:30
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To maintain and repair brand they should do the following.

1. Rename XT to XT beta.
2. Introduce 'beta' pricing.
3. Re-launch XT when network is secure and re-introduce standard pricing schedule.




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  Reply # 301730 24-Feb-2010 08:24
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Yes! So happy im not with Telecom. Boy oh boy why stay with them get out might cost you $200 to break the contract but who cares.

This guy on Stuff.co.nz sums it up nicely


Telecom's pain is the consequence of putting cost savings before quality customer service.

This network was hastily implemented; driven by accountants and marketeers to respond to superior offerings by competitors. Telecom has always been driven this way and is now paying the price of not bedding this platform thoroughly before entering the market.

Telecom needs to take a good hard look at itself and get back to basics; quality customer services and support. It really is as simple as that.

Bring the call centers back onshore (provide the option of a technican to call to home to assist - for a charge) and don't rush to market to keep up with the opposition; do it properly.

It's the only way to recover lost ground and to grow market share as a good corporate citizen rather a poor one. Support Kiwis with quality and loyality and they'll support you. It's a given.

I don't need to be paid $7-million a year to state the bleeding obvious!!!!




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From a readers' Q and A column in TV GUIDE: "If we get involved in a nuclear war, would the electromagnetic pulses from exploding bombs damage my videotapes?"



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  Reply # 301768 24-Feb-2010 11:34
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JasonDarwin: It's not just south of Taupo that's affected.

If you live north of Taupo and want to phone someone on the network in South Island and the call doesn't go through you are hit as well.

Compensation should be for all XT users.


Yes I appreciate this is slightly OT but that argument doesn't make much sense. If someone on Vodafone or 2D or even a landline is trying to call (or SMS, MMS etc) someone on XT in the affected areas you get the same issue. Are you suggesting Telecom should compensate these people as well? Of course it's not just in NZ. Undoutedly people overseas have been affected by the same token. Are you suggesting Telecom should compensate everyone from Antartica to Siberia & Alaska including Timbuktu who's been affected due to trying to contact someone on Telecom XT in the affected areas?

No clearly only those directly affected by the network failures deserve compensation not those only affected because they couldn't get through to those affected.

However to bring this OT, since the Telecom XT brand has been damaged, reducing prices makes a lot of sense. But this shouldn't be banded about as or confused with compensation. If anything that would only piss off those who were affected.

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  Reply # 301858 24-Feb-2010 16:45

Did anyone else hear the Alcatel boss on radio NZ this morning. He was speaking from New York. He came across as very arrogant and patronising, and very offhand. He kept saying that he was in New York, so didn't know the answers to the question. If I was the radio NZ interviewer, I would have asked him why he isn't coming to NZ to oversee the fixing of the problems.
The telecom boss on the other hand has been very good. He comes across well, and could probably sell ice to eskimos. He is earning his money at the moment.

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  Reply # 301860 24-Feb-2010 16:50
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I think he will be on newtalkzb just after 5pm. Will check the interview

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Master Geek
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  Reply # 301861 24-Feb-2010 16:53

robbyp: Did anyone else hear the Alcatel boss on radio NZ this morning. He was speaking from New York. He came across as very arrogant and patronising, and very offhand. He kept saying that he was in New York, so didn't know the answers to the question. If I was the radio NZ interviewer, I would have asked him why he isn't coming to NZ to oversee the fixing of the problems.
The telecom boss on the other hand has been very good. He comes across well, and could probably sell ice to eskimos. He is earning his money at the moment.


http://static.radionz.net.nz/assets/audio_item/0007/2220739/ntn-20100224-0907-How_serious_is_the_XT_network_crisis_for_Telecom_-m048.asx

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  Reply # 301863 24-Feb-2010 16:59
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install 2 more more reliable RNCs. then fix the broken one. then bribe people with cheaper prices!
and spend millions on advertising campaigns always helps.
with or without a new name!

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  Reply # 301864 24-Feb-2010 17:00
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Yes he did come across very arrogantly. Where Paul Reynolds has got the pitch about right this guy was way off.

And what was funny is that he was Dutch, and came on straight after Paul Budde who is also Dutch, so it seemed like the same guy who was just bagging Telecom was now working for Alca-Lu.

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