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Topic # 83381 15-May-2011 17:03
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Today I discovered what Telecom customer service means. If this Mickey Mouse outfit really is going to be entrusted with most of New Zealand's fibre rollout, our communications infrastructure problems have only just begun.

We live about 20km from Hastings in an area that is technically rural, but hardly the back of beyond. Yesterday our landline quit working. Today it was still down so after checking with the neighbours to make sure we weren't the only ones, we tried to report it.

I say 'tried' because Telecom has never managed to make its cellphone coverage work in our area. The old analogue phones did fine but the only way to get even a marginal signal on the new! improved! models is to climb the high hill behind our house. So what happens when you finally do manage to bleep 1-2-0? First, you get a voicemail that everybody's too busy to help you. Then you get a smug lecture about how 25% of all faults are actually due to the dumb customer. Finally, you are given a choice to hang on until your battery fails while listening to promotions for wireless gear that Telecom can't make work at your location anyway, or request a ringback at some indeterminate point in the future while you sit in the weather like the fool on the hill. (Later, after the landline was working again, I did just this, and it did indeed take hours, so I'm glad I wasn't still on that hilltop.)

What we did instead was ring a friend in town to submit a complaint on our behalf. An appointment was made for the following day though we had no way of knowing that since we couldn't be reached. (Telecom is also incapable of delivering broadband where we live, so we are on dial-up).

However, the landline magically started working again a few hours later. I rang the friend to thank her and she said I also had to cancel the appointment so I rang 1-2-0 and the automated nonsense started again. Eventually I left a ringback request with a message. Hours later the phone rang and, for no reason I can fathom, started playing my message back at me (it's not like I didn't know what I had said). I hung up in disgust. A few minutes later, it rang again. It has continued ringing every few minutes since then.

Apologies to any Telecom execs who see this, but on the basis of this experience and others, I think you are all a mob of overpaid worthless w*nkers [censored by Geekzone - lighten up people]. At the very barest minimum, you should have one number dedicated to fault reporting and nothing else (certainly not sales) and you should have enough people available to answer it immediately. The current level of service is not just pathetic, it is shameful.




I reject your reality and substitute my own. - Adam Savage
 


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BDFL - Memuneh
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  Reply # 469351 15-May-2011 17:24
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Shorter version:

Customer had a problem. Couldn't use the landline because it was out so decided to call from a mobile, which has bad coverage in a rural area. Customer can't wait on call because of battery life on mobile so asks someone else to book. A booking is made for next day but phone started working again before technician shows up. Customer calls 120 to cancel appointment and chose the option to be called back, and when the call back comes customer hangs up. Automated system tries to contact customer again because callback hasn't completed since customer didn't accept the previous callback.

/shorter version

You are not happy with phone not working - and I wouldn't be either - and want it fixed right now.

Being Devil's Advocate here now... Unfortunately technicians are not always available and need to be booked in.

Did you have lots of rain around lately? Perhaps a flood cause the phone to stop working for some reason and when lines dried out it started working again?  

Also as for being told a certain number of problems are cause by the customers themselves... Well, sorry but it's true. It doesn't mean YOU caused your problem, but a few other problems every day are reported when in fact the user plugged the wrong cable, or configured the wrong address in a router, or didn't install the filter, or took the cordless phone out of the cradle and run out of battery. All customers' faults.








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  Reply # 469359 15-May-2011 17:44
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Yeah, sorry for the long rant but when you have to climb a hill to make a simple phone call and you can't get through to a live person and then have to listen to some machine treat you like a moron and you are only presented with unusable options because the infrastructure isn't up to the job in the first place, you tend to get a little annoyed.

Ultimately, my point is a simple one even Telecom should be able to comprehend: This is not the way to maintain a loyal, happy customer base.

Don't know what the cause of the fault was. We did have a lot of rain but it's been dry the last few days and there was no wind when the fault occurred.

Again, politics is not the only area where perception is everything. More than once Telecom has really (censored again) me off, whether they have good reasons for it or not, and as a result, I will strive not to do future business with them to the extent that is possible. If there is any choice at all, I will choose the competition. I'm sure I'm not the only one who feels this way. If that's what Telecom wants to achieve, then they have succeeded.




I reject your reality and substitute my own. - Adam Savage
 


 
 
 
 


BDFL - Memuneh
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  Reply # 469360 15-May-2011 17:45
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Again playing the Devil's Advocate, if you want to chose the competition, why not go with Vodafone for mobile services? Or don't they provide coverage where you are?






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  Reply # 469367 15-May-2011 17:54
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Not yet. If I did have a choice, I would go for 2 degrees, just because they are the little guy and might be motivated to try a little harder for my business.




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  Reply # 469372 15-May-2011 18:02
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Sounds like you need Sure Signal

http://www.vodafone.co.nz/services/femtocell/

John

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  Reply # 469373 15-May-2011 18:02
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Rikkitic: Not yet. If I did have a choice, I would go for 2 degrees, just because they are the little guy and might be motivated to try a little harder for my business.


So wait, Lets get this straight, You are moaning because live in a Rural Area where Telecom has bad coverage, But Vodafone doesn't even have any coverage there?. If it was me I would be lucky you had some signal.



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  Reply # 469374 15-May-2011 18:03
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  Reply # 469375 15-May-2011 18:03
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johnr: Sounds like you need Sure Signal

http://www.vodafone.co.nz/services/femtocell/

John



I don't think Sure Signal would work

Rikkitic:
 (Telecom is also incapable of delivering broadband where we live, so we are on dial-up).





Edit: Beaten to it

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  Reply # 469378 15-May-2011 18:05
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DOH! No Broadband no Sure Signal

You must be very rural



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  Reply # 469392 15-May-2011 19:07
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boby55: So wait, Lets get this straight, You are moaning because live in a Rural Area where Telecom has bad coverage, But Vodafone doesn't even have any coverage there?. If it was me I would be lucky you had some signal.

So I'm supposed to be grateful for being allowed to pay one of the highest mobile rates in the world for a connection that barely works?




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  Reply # 469393 15-May-2011 19:10
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Rikkitic: boby55: So wait, Lets get this straight, You are moaning because live in a Rural Area where Telecom has bad coverage, But Vodafone doesn't even have any coverage there?. If it was me I would be lucky you had some signal.

So I'm supposed to be grateful for being allowed to pay one of the highest mobile rates in the world for a connection that barely works?


No carrier promises coverage it's a best effort service and many factors come into play beyond a carriers control that can impact coverage,

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  Reply # 469394 15-May-2011 19:10
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johnr: DOH! No Broadband no Sure Signal

You must be very rural


Lol I love it how you have to pay Vodafone to provision the service that they then charge you for Undecided 





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  Reply # 469396 15-May-2011 19:12
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Zeon:
johnr: DOH! No Broadband no Sure Signal

You must be very rural


Lol I love it how you have to pay Vodafone to provision the service that they then charge you for Undecided?


Your not charged to Plug in a Sure Signal unit

You make it sound like the Sure Signal service was provided by a Vendor to Vodafone NZ for no charge

These units require a lot of hardware on the carriers side and also there is a huge cost to get the service up and going. I can't say how much but you could buy a block of houses on the cliff tops in Torbay on the Shore here

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  Reply # 469401 15-May-2011 19:51
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Rikkitic: boby55: So wait, Lets get this straight, You are moaning because live in a Rural Area where Telecom has bad coverage, But Vodafone doesn't even have any coverage there?. If it was me I would be lucky you had some signal.

So I'm supposed to be grateful for being allowed to pay one of the highest mobile rates in the world for a connection that barely works?


No one is making you pay for it, Don't like the charges move to another provider and not have any service out where you live

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  Reply # 469475 16-May-2011 08:00
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@Rikkitic - Are you able to flick me through some details in a DM?

1. Can you flick me through an address for your coverage? I'll double check with the coverage boys here.

2. Do you have a fault number or any kind of reference number you can provide for your call?

3. Are you still receiving the call backs?

Apologies for what's happened but if you can give me some details so that we can work towards getting it sorted for you.

Regards,
Amber Craig

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