Do you think the Telecom XT brand is damaged, and if so what can Telecom do?

Forums › Spark New Zealand (including Skinny and BigPipe) › Do you think the Telecom XT brand is damaged, and if so what can Telecom do?

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#301865 24-Feb-2010 17:01

joker97: 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!

Its not a core RNC issue

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robbyp

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#301894 24-Feb-2010 18:59

timmyh: 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.

I have always found that NZ companies are far better at dealing with customer problems. Telecom itself are doing it pretty well, and the fact is that they are basically just reselling an alcatel service. They are not really a telecommunications provider, but a law firm/marketing company, as almost everything telecomunications related is contracted out to other companies.

In the past when I have had to deal with an Australian, english and American companies, I have had that same sort of arrogant attitude. Maybe NZ just treats their customers better.

kiwiscoota

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#301897 24-Feb-2010 19:06

robbyp:
timmyh: 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.

I have always found that NZ companies are far better at dealing with customer problems. Telecom itself are doing it pretty well, and the fact is that they are basically just reselling an alcatel service. They are not really a telecommunications provider, but a law firm/marketing company, as almost everything telecomunications related is contracted out to other companies.

In the past when I have had to deal with an Australian, english and American companies, I have had that same sort of arrogant attitude. Maybe NZ just treats their customers better.

I'd have to agree 100% RobbyP, having lived in many countries, I'm constantly amazed how good in general NZ companies are at handling customer problems/complaints.

It's as if they REALLY CARE !

savag3

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#301904 24-Feb-2010 19:50

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.

Yes I would agree that it was a pretty poor performance. He came across as pretty out of touch. I can't believe he thought he could get away with not answering the questions. If Kim Hill was still doing it I get the feeling she would have ripped into him.

richms

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#301947 24-Feb-2010 23:20

kiwiscoota:

I'd have to agree 100% RobbyP, having lived in many countries, I'm constantly amazed how good in general NZ companies are at handling customer problems/complaints.

It's as if they REALLY CARE !

Yeah, till you get to some of the recent immigrants peddling their junk on TM, you will find that most legit businesses go over and above what is needed of them by law in most cases.

Some in the US do - walmart seemed to let you return anything for any reason.

Richard rich.ms

trevortherat

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#302777 27-Feb-2010 20:14

As someone who works all over the world as a Mobile engineering consultant, I can say that Alcatel Lucent equipment works just fine.

You could go and swap their kit out for Ericsson or Huawei or NSN, stress it to the point where Telecom stressed Alcatels kit and expect the same result.

There seems to be very little trust between the two companies, if you fix that then you would find and fix the bottleneck in the actual network pretty quickly.

Kyanar

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#302821 27-Feb-2010 22:44

What do you mean "stressed"? Everything we've been told thus far is that 2 RNCs is actually about right for the volume of customers Telecom has. Are you saying this is actually not the case? Please do elaborate...

drquack32

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#303029 28-Feb-2010 17:28

Thats pretty inflamatory for your first post there Trevor.

What you are implying is that Alcatel know the problem, could fix the problem tomorrow but they wont because they don't have a good relationship with Telecom...

kiwiscoota

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#303054 28-Feb-2010 17:52

drquack32: Thats pretty inflamatory for your first post there Trevor.

What you are implying is that Alcatel know the problem, could fix the problem tomorrow but they wont because they don't have a good relationship with Telecom...

I agree Trevors' post is inflamatory.

Obviously I do not know the answer, but an inflamatory post + Trevor listing himself as Russian Federation make him sound like a troll to me.

Hmmmm looks like a troll, sounds like a troll probably is a troll........

freitasm

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#303055 28-Feb-2010 17:55

trevortherat: As someone who works all over the world as a Mobile engineering consultant, I can say that Alcatel Lucent equipment works just fine.

As someone who talks to people on the ground I can tell you that from what I am told the Alcatel Lucent equipment works just fine - except in Christchurch.

Both Telecom and Alcatel Lucent don't know what causes the problem. Each time an outage happened the cause was different, with the same end results.

So, yes. It works fine. Just not down there.

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r0bbie

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#304463 4-Mar-2010 16:24

Why dont they setup roaming on to 2degrees if there network falls over, or a peg lower to vodafone???

sbiddle

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#304464 4-Mar-2010 16:30

r0bbie: Why dont they setup roaming on to 2degrees if there network falls over, or a peg lower to vodafone???

I would suspect that an instantaneous 200,000 new connections to the VF or 2degrees networks would probably do the same thing to both of their networks as well.

r0bbie

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#304465 4-Mar-2010 16:35

sbiddle:
r0bbie: Why dont they setup roaming on to 2degrees if there network falls over, or a peg lower to vodafone???

I would suspect that an instantaneous 200,000 new connections to the VF or 2degrees networks would probably do the same thing to both of their networks as well.

Didnt they brag they have a lot more RNC's lol

johnr

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#304471 4-Mar-2010 16:46

r0bbie:
sbiddle:
r0bbie: Why dont they setup roaming on to 2degrees if there network falls over, or a peg lower to vodafone???

I would suspect that an instantaneous 200,000 new connections to the VF or 2degrees networks would probably do the same thing?to?both of their networks as well.

Didnt they brag they have a lot more RNC's lol

Have you ever heard of capacity planning? Your post is just plain silly and Yes vodafone nz has 6 live RNCs to customers.

kickzit

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#305217 7-Mar-2010 15:16

stop ripping of customers on XT network would be an awesome start, if you guys didnt rip me off I would have still been with you, But no Telecom had to rip me off 1500+ DOLLARS IN ONE MONTH!!!

After days of trying to talk to them about this problem I still had to end up paying UNLESS I reconnected with you, stuff that.

I am with vodafone now. At least I have not been ripped off with them for my mobiles.

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