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antbs

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#44243 25-Oct-2009 15:08
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Hey Guys

I'm sure I'm not the first one to be referred back to Geekzone for help or to find some information by a helpdesk/ISP/friend etc.

So what your stories about people telling you to go to Geekzone to sort out an issue or find some information?

Here is my story:

I was having trouble with getting XT data on my iPhone. So I called the lady at 123 for some help, after much troubleshooting she had a great idea, here is how our conversation went.

Me: "So yeah, you have any other soloutions to my problem?"
Helpdesk lady: "Yeah, why don't you go to a place called Geekzone! They have lots of information there, that's g-e-e-k-z-o-n-e.co.nz"
Me: "*brief chuckle* oh yeah, thanks, I've checked there though!"
Helpdesk lady: "Oh well, you should still create an account so you can subscribe in case anything comes up"
Me: "Yeah, thanks.."

Post your experiences and stories!

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oldmaknz
536 posts

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  #266694 25-Oct-2009 15:57

iPhonewzealand has been quoted a few times by CSRs. The least they could do is copy the information and give it themselves. Jeez.

freitasm
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  #266700 25-Oct-2009 16:53
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This was a topic discussed during the TelecomONE (Telecom's internal unconference) and we agreed things should be out there - referring to a site is more beneficial than to making the information "private" to Telecom's CSR. That's because we can always get the knowledge of a lot of more people sometimes faster for some problems than a CSR can...




 

 

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Fossie
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  #266702 25-Oct-2009 17:16
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I was in a telecom store in Dunedin, and overheard one of the employees telling a customer that to get data working on their iPhone they had to visit geekzone. Surely adding an APN isn't that difficult?

antbs

370 posts

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  #266707 25-Oct-2009 17:28
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freitasm: This was a topic discussed during the TelecomONE (Telecom's internal unconference) and we agreed things should be out there - referring to a site is more beneficial than to making the information "private" to Telecom's CSR. That's because we can always get the knowledge of a lot of more people sometimes faster for some problems than a CSR can...

Yep! Totally agree, so is there a code of practice among Telecom CSR's to mention Geekzone if they run out of ways to help? Seems like a good idea. :)

macuser
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  #266710 25-Oct-2009 17:53
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Should perhaps there be a small amount of money paid to Geekzone per customer referred to Geekzone, considering Geekzone would be in itself be a "Helpdesk"...?

nate
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#266759 25-Oct-2009 23:05
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antbs:  Helpdesk lady: "Yeah, why don't you go to a place called Geekzone! They have lots of information there, that's g-e-e-k-z-o-n-e.co.nz"


You were actually talking to freitasm, he moonlights for 123 on the weekends Tongue out

antbs

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#266771 25-Oct-2009 23:51
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nate:
antbs:  Helpdesk lady: "Yeah, why don't you go to a place called Geekzone! They have lots of information there, that's g-e-e-k-z-o-n-e.co.nz"


You were actually talking to freitasm, he moonlights for 123 on the weekends Tongue out

Haha! No wonder the lady (or should i say guy) wanted me to join! Is this part of freitasm's new tactics? :)

 
 
 
 


euanandrews
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  #266784 26-Oct-2009 08:39
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While there is no doubt referring to knowledgeable websites may help resolve issues, I personally think it is inexcusable for a business to not know the specifics of their own business, and to refer people elsewhere.


If a CSR does not know the answer, they should ask for help from another CSR or manager...not just give up or pass the buck.


If no CSR or manager knows the answer, the CSR should tell the customer they will get back to them, then go and research the question themselves on Geekzone (or whatever website), and then call them back with the answer, providing that personal customer service...it should not be left to the customer to figure out how to use a service/product they have paid for.


That's poor customer service/lazy customer service.




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digitaldivide
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  #266825 26-Oct-2009 10:57
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Fossie: I was in a telecom store in Dunedin, and overheard one of the employees telling a customer that to get data working on their iPhone they had to visit geekzone. Surely adding an APN isn't that difficult?


Just remember that the Telecom NZ "iPhone Play"... is a "SIM Only" strategy.

This is because Apple has not licensed to Telecom NZ the option to resell the iPhone.

When Telecom NZ uses a "SIM Only" strategy to win Customers to the network, no responsibility or support or repairs are typically extended to Customers for the mobile phone/devices that Customer is using - such as the iPhone.

So, if next year Telecom NZ has "SIM Only" strategy, offering a great deal to Vodafone "Apple 3G Tablet" Customers to "Swtich Over", no support will come with that either :)

Expect more visitors to Geekzone.


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