I have a customer who moved premises last weekend. Because they moved from Ponsonby to the Auckland CBD they had to change phone numbers. Telecom organised the reconnection of phone lines and ADSL but didn't do anything about the static IP, despite saying they would ensure it too would be transferred.
On Monday morning I called the helpdesk and was advised I needed to fill out the static IP request form online at https://www.telecom.co.nz/form/1,,5208,00.html which I duly did. Here we are now at Wednesday night and still the customer does not have a static IP. The e-mail confirmation from Telecom didn't arrive until Wednesday morning and despite repeated calls to the helpdesk, the very apologetic and friendly CSR's, although apparently sympathetic, have not been able to do anything, still no static IP. Apparently my request wasn’t received by the right department until this morning (Wednesday) even though I submitted the request online on Monday.
How difficult a job is this? The website advises that it can take up to 2 working days to assign the static IP but I’ve been waiting for 3 and tonight they told me it could take another 24 hours.
What particularly annoys me is that while I have been given a case number, no-one will take charge of the problem and work with me to fix it. None of the CSR’s will even tell me their last names or give me a DDI to them call back on.
In contrast, TestraClear, who I have to admit, I’ve been critical of in the past, in a similar situation recently were superb. Their BizAssist team called me personally, e-mailed me when tasks were completed, bent over backwards to help, were available to call if I had any problems and most importantly, did what they said they would when they said they would. Congratulations TelstraClear BizAssist, Telecom should learn from your impressive customer focused approach.