Telecom's website getting rather useless......?

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paradoxsm

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Topic # 7029 13-Mar-2006 12:47

correct me if i'm wrong but there is almost no content on it now... just a pile of links for "buy this, Buy that, Upgrade...

Example1 search the work "ericsson" no matches,
browse and there is info in text messaging on the t60c. so Ericsson IS there.

There is also no and I mean NO info about older products, once it's no longer sold, Support ends.

Compared to vodafone who have comprehensive info about old, end of life, and even phones they don't sell... 021 phones, Telecom are useless...

Totally ironic,,,,,, Vodafones Wireless site has much more info about Telecoms phones than telecom ever have had!!!! take a look, all the old CDMA phones are there!

LOOK!

The helpdesk was of such little help, after ten minutes on hold, asking what charges using the built in email client in the t60c were, the idiot from the mobile "help"desk came back and told me how to browse to the xtra wapsite and find the link, he even seemed comfused where or what that was... UGH!

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Master Geek

Reply # 30610 13-Mar-2006 14:52

I agree with you that TC website is useless... it's not user friendly. I normally say to "Welcome to Telecom "Wonder land" site" Wonder where the heck I am, and how to go to where I want from here. Xtra site isn't far off.

We'll never be too old to learn, and we learn at least one new thing every day.

Jama

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Reply # 30612 13-Mar-2006 15:43

I am sorry - we will add back in the information for you on 3Watt bag phones

New and Move

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Reply # 30613 13-Mar-2006 16:00

paradoxsm: correct me if i'm wrong but there is almost no content on it now... just a pile of links for "buy this, Buy that, Upgrade...

Example1 search the work "ericsson" no matches,
browse and there is info in text messaging on the t60c. so Ericsson IS there.

There is also no and I mean NO info about older products, once it's no longer sold, Support ends.

Compared to vodafone who have comprehensive info about old, end of life, and even phones they don't sell... 021 phones, Telecom are useless...

Totally ironic,,,,,, Vodafones Wireless site has much more info about Telecoms phones than telecom ever have had!!!! take a look, all the old CDMA phones are there!

LOOK! &

The helpdesk was of such little help, after ten minutes on hold, asking what charges using the built in email client in the t60c were, the idiot from the mobile "help"desk came back and told me how to browse to the xtra wapsite and find the link, he even seemed comfused where or what that was... UGH!

Got ya panties in bit of a twist have you?

[Moderator edit: remove personal commens according to our TOS]

paradoxsm

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Reply # 30614 13-Mar-2006 16:17

The sad part is I could..... even with my bad web skillz

Who uses stupid tags like
javascript:noPopup('http://www.telecom.co.nz/mobile/")
when
http://www.telecom.co.nz/mobile/
would work just as well and allow all browsers to use their Tabbed browsing features (standard)

Idiots.

My point is the site USED to be excellent, like this! www.telecom.co.nz

tonyhughes

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Reply # 30615 13-Mar-2006 16:18

New and Move: Got ya panties in bit of a twist have you?

He actually presented a very intelligent case as to why the website was not as informative and up to date as it could/should be for NZs number 1 telco.

I dont know whether your last word (which I havent quoted), was an insult or a misspelling.
Could you please click 'edit' on your post, and if its a mispelling, correct it (because of the unintentional slang), or if its an intentional slang word, delete/censor it.

Thanks.
Tony Hughes
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paradoxsm

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Reply # 30618 13-Mar-2006 16:25

I also overheard a friend asking for a complaints email address, which Telecom were unable to give and gave him a snailmail address instead! We were in fits. we commented on them being a Telecommunications company and using snail mail and other archaic methods for communications with customers, Bill online also is pretty buggy.

They push the presence of the website on their phone voice greetings and they really should brush up on it.

I had to phone them just to find out the price of the anytime plans just now,
Just $45, I was overjoyed and switched instantly, I was under the impressions (as it was not listed on the aforementioned website ANYWHERE) it was much more expensive and included monthly fees.

paradoxsm

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Reply # 30619 13-Mar-2006 16:29

And it asks for the "phone number" and "account number" my real ones didn't work but bogus any old 9 digit number works for the account number ... C'mon telecom!!!!! get it together! hmmm. wonder what else I can find...

tonyhughes

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Reply # 30620 13-Mar-2006 16:41

If you have a joint account with two surnames on your phone bill, you can forget about using any automated online systems for Telecom or Xtra (buying phones, changing jetstream plans etc), about all we can do is check jetstream usage meter... (doesnt ask for name)

paradoxsm

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Reply # 30622 13-Mar-2006 16:52

oh dear.......Aha, same goes with signing up for Xtra too I take, Now I know the problem I run into..... lovely automated systems,,

Still, at least telecom have an option to speak with someone, phone 0508 888 800 for Telstra and you have to TALK to it! I was speaking clearly into it,, saying "new product" etc then it rants "sory I didn't catch that" we can help you further as soon as you tell us what you want... Needless to say, My Tolls are back with Telecom now, after that scary encounter with Telstra. Talk to that machine, literally. cute but.

bradstewart

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Reply # 30623 13-Mar-2006 17:03

paradoxsm: Who uses stupid tags like
javascript:noPopup('http://www.telecom.co.nz/mobile/")
when
http://www.telecom.co.nz/mobile/
would work just as well and allow all browsers to use their Tabbed browsing features (standard)

This is the most unbelievably stupid coding i have seen in a long time, and i've seen a lot of bad code! All i can ask is why do they hate us so much? I like tabbed browsing, i like being able to open multiple pages from a site in my browser. I want to get hold of whatever asshat (haha that kills me) who designed their website and do horrible horrible things to he/she/it

cokemaster

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Reply # 30625 13-Mar-2006 17:13

We don't need to go around calling people asshats... and I can hardly see how an 'asshat' can be anything but an abusive name.

The Telecom websites javascript URL thing really gets annoying, but I was able to find something in Firefox that would remove the Javascript and just leave the URLs intact.

That web archive snapshot of the Telecom looks so retro, though so does their competitors. I'm not trying to turn them into a flamefest but its very interesting seeing the forgotten websites of yesterday.

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paradoxsm

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Reply # 30627 13-Mar-2006 17:24

You gotta Love that Ericsson GH021! with it's little flipup rubber antenna..

even better Take me away so far and see.......

how about the "NEW SERVICE" on the homepage! ooooohhhh. ha ha ha ha

I have an even earlier version cached on my server i'll pull out and add to the collections, like Trademe, complete with stolen outlook icons.

Even then, It was it's clean, rounded, simple design which was just groundbreaking.

skykissme

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Reply # 30635 13-Mar-2006 18:48

paradoxsm: oh dear.......Aha, same goes with signing up for Xtra too I take, Now I know the problem I run into..... lovely automated systems,,

Still, at least telecom have an option to speak with someone, phone 0508 888 800 for Telstra and you have to TALK to it! I was speaking clearly into it,, saying "new product" etc then it rants "sory I didn't catch that" we can help you further as soon as you tell us what you want... Needless to say, My Tolls are back with Telecom now, after that scary encounter with Telstra. Talk to that machine, literally. cute but.

Working as a PBX technician, I have to come across this "Talking to the machine" so many times. But there's a way to get out on Telstra phone service, this include Paradise's help desk too, is 0000 (four zeros), it will transfer you to an operator.

Xtra broadband, with less than 3 minutes holding, that's the maximum time I ever have to wait, with more sensible tech support who doesn't think that you are an idiot, number to call is 0800 253 878.

Or to talk to someone without an automate... select 1 for ... (no rubbish like that, but only work if you have a business account) 0800 44 88 99. Thank you for calling Telecom provisioning, please hold the line...

Or try to be a smart arse, like most PBX techs do, me including, every time you talk to them about something or discuss any matter -- serious or not, ask them for the "SOM" Number. (Service order number or a reference number) They normally treated you differently from before you asked for the number.

We'll never be too old to learn, and we learn at least one new thing every day.

jpwise

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Reply # 30659 14-Mar-2006 00:31

paradoxsm: Still, at least telecom have an option to speak with someone, phone 0508 888 800 for Telstra and you have to TALK to it! I was speaking clearly into it,, saying "new product" etc then it rants "sory I didn't catch that" we can help you further as soon as you tell us what you want... Needless to say, My Tolls are back with Telecom now, after that scary encounter with Telstra. Talk to that machine, literally. cute but.

Second that. Damn thing pisses the hell out of me, especially when my paradise cable goes down and I have to 'talk my way' through 3 odd menu's deep just to find out it's a 'current issue that is being worked on', etc.etc. If they had some common sense they'd leave the option to use tones aswell.

ie: (scary idea this one) - Say "New Product", or Press 1.

If you know the numbers it's a hell of a lot faster than having to work your way through irritating voice prompts... although I do wonder if it counts how many times you swear in the process.

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Felix

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Reply # 30685 14-Mar-2006 09:29

So Paradoxsm,

did you ever get the answer to your question? I'll happily answer it if you'd like to post it here.

IMO any large company will face issues withy how to support big numbers of customers. I'm not defending the use of badly thought out IVRs or poorly trained CSRs.

Especially when I've been through the embarrassment of Jetstreams 3 hour wait on hold to be told pathetic reasons as to what the problem is / was (default response from Jetstream every time "It's a problem at your end, and it will cost you xx dollars for us to send a technician out to fix"- the problem has never been at my end).

Or for that matter calling EDS and being told a rebuild of my machine will fix the mail servers they "manage"...

Or even dealing with Voda (who do answer the phone quickly!) and being dismayed that the quality of their customer service seems to have declined at a proportionate rate to their growth...

I guess everyone gets a different experience and every call is different, but if anyone can come up with the perfect (or even close) solution... they will be very rich indeed...

F5

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