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Wannabe Geek

# 69990 16-Oct-2010 08:26
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I have just experienced some of the worst service from Telecom as a service provider, which is totally unacceptable.
At 12:30 pm on October 14th I went to go online only to find that my broadband internet connection was not working.  It had been working earlier in the day but by afternoon was not.
For the next 27 hours I was without the telecom broadband service which is not acceptable level of service for a customer.
What was worse, was the very poor communication channels from a Telco which is a communications company e.g. I was informed by Tier Two staff that the comany communicates with their contracted technicians through email (not even on the phone)! 

On the 14th I rang the broadband service only to find I was talking to someone in the Philippines who instructed me to try my cables, reboot my modem etc even though I explained to her that this was not the problem.  Finally I was transferred to the Level two team I was assured that they would find out what the problem was and report back to me by 4pm.
By 4:15 pm no call was received.  I rang again and once again had to go through the rigmarole of the Philippines call desk and then had to wait for a further 15- 30 minutes to get through to Tier two service.
This time I spoke with another staff member.  I got the same old promise and was told that a technician would call me back by 7 pm.
7 pm came and went and no call from the named technician or anyone else. I rang again and went through the rubbish process for a third time!. 
I demanded this time to speak to the supervisor who apologized and agreed that the service I had received was not at all acceptable.  The technician had not bothered to call me back as promised, because she they had not been able to communicate with the Chorus company.  I was told that they communicate only by email @!@!
Surely there must be other means to get in touch with their technicians after waiting for so many hours!
The supervisor said he would create a ticket and follow up and promised that by next morning they would call between 8 -8:30 am.
I got a  call the next morning from Kumar.  He was the only person who called when he said he would, and this is the kind of service we expect as customer.
However despite, doing something with the ports, the problem was still not fixed.
We happened to see a technician in a nearby junction box (cabinet) on the Road and stopped to talk with him about our problem.  He was extremely helpful and contacted his company on our behalf. From then on we got action.
If we can communicate with the right people why can't Telecom itself

We finally were told what the real problem had been -  during the process of upgrading cables and changing these over, our broadband number was not on the technician's spreadsheet.  We therefore were without the service for well over a day. Not good enough!
When the technician arrived at 3:30 pm at our home he was excellent and finally rectified the problem.
As a customer I do not expect to have such a poor level of service and communication process from an ISP.  I would expect my problem to be rectified within four hours and that is being generous.  I have just come back from Singapore and if such a poor service response  (which is rare) I will be compensated with a rebate of a monthly fee.
I am sure I am not alone in experiencing this very poor level of service and communication process. PLEASE, Please do something about this Telecom and radically improve your internal and external communications.

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BDFL - Memuneh
64667 posts

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  # 392482 16-Oct-2010 08:42
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Yes, it's poor and it seems interesting because Telecom's customer services improved lots in the last couple of years - I would expect this kind of run around from some of the other large ISPs these days.

The fact the call centre for broadband is in the Philipines should not impact in the experience at all - they follow the set of procedures for incoming calls. You should really have received a ticket on your first call and then just refer to that.

Also note that you get broadband services from Telecom, and the wire services from Chorus. Following the law those are separate companies, and Chorus don't deal with Telecom Broadband any different than how they deal with other broadband providers.

Because of the "separation" imposed by the government many times we see people complaining about Telecom, when the problem is in a different place. Chorus is the one managing the cables and ports.

Still don't justify the lack of communications between Chorus and its customer - Telecom broadband...

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  # 392483 16-Oct-2010 08:49
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Slighty off Topic but I am interested, Geekzone is a Technology Community as it says in the banners and is a great place to discuss Technology, why do first time posters actually come to just vent on general customer service issues, valid or not,

Do you have a genuine interest in Technology or do you feel just so hacked off that no one fixed your issue in 4 hours you are just looking for a vent on your ISP,

I love to discuss technology and assist where I can but wonder why first timer posters just come to vent,

I'm actually thinking a customer service forum for all Telco's and ISP's discussions would be good idea and we can all be lumped in together (customer service is very important and generally a number one priority) but I myself love to discuss Techology and it seems some first time posters just want to rant on thier issue and not really interested in contributing.

Well thats my rant over ....

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink



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  # 392511 16-Oct-2010 10:59
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Also the reason for communicating via email is that they need to have a paper trail as such.

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