[TelstraClear] Anyone else had such a poor signup experience?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Anyone else had such a poor signup experience?

quandum

204 posts

Master Geek

#100955 21-Apr-2012 12:38

Decided to signup for the $75 promo in Feb 2012 (yes, Feb).

Customer service guys too all the relevant details....and I still have no connection.

Have rung in at least 5 times now and no one is able to give me an update, or even a reason as to what is going on here.

Anyone from Telstra reading this that can assist please?

Maybe I should take my business elsewhere?

I would love to change the world, but they won't give me the source code

#BOFH

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204 posts

Master Geek

#612785 21-Apr-2012 12:51

CS names so far..

Tom
Lisa
Jay
Patrick - team leader?!

I would love to change the world, but they won't give me the source code

#BOFH

DonGould

3892 posts

Uber Geek

#612787 21-Apr-2012 12:56

I'm sure Gary will pick this up on Monday if not over the weekend.

I hate the call center, it's hopeless, but the social media guys normally get stuff sorted out fast enough.

Feb does seem a bit odd. Clearly you've slipped though the cracks.

I ordered an upgrade to 100mbit and they're out of modems already, having to wait till stock gets here, so clearly they're suffering from success currently.

The reality is they've just done a truck load of promo and you have to agree the price is hot enough.

Is there another deal out there worth having?

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

cokemaster

Exited
4929 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#612808 21-Apr-2012 14:10

@DonGould: Aren't you breaking rule 8 of your own rules regarding ISP's?

[edit:RC - Mod Emeritus had a fail at linking.]

Salami

237 posts

Master Geek

#612951 21-Apr-2012 20:27

What do they say when you try to call?

DoomlordVekk

129 posts

Master Geek

Trusted

#612954 21-Apr-2012 20:53

I ordered an upgrade to 100mbit and they're out of modems already, having to wait till stock gets here, so clearly they're suffering from success currently.

Don, might I ask which call centre said they were out of Modems? Did you end up in Manilla or was it a kiwi you ended up talking with?
As Gary mentioned, there are a 'good' number of modems in stock. If the CC bod said he couldn't put his hands on one right now, thats possible but they are in the Stores system and the install partners are getting their hands on them.

"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." Donald Porter – British Airways

The views expressed here are my own and are not reflective of other organisms or organisations.

quandum

204 posts

Master Geek

#613017 21-Apr-2012 23:23

Salami: What do they say when you try to call?

Keep getting pushed around between sales & tech support. Sometimes end up in a Manila call centre I think.

Worse service than Slingshot atm imho.

I would love to change the world, but they won't give me the source code

#BOFH

timmmay

20578 posts

Uber Geek

Trusted

Lifetime subscriber

#613534 23-Apr-2012 10:13

My brother had an awful experience. Phone got connected ok, but internet was problematic. TC distribute a wireless router but then refuse to support it. I think he spent about 6 hours on hold in total. Their call centre seems to be designed to frustrate you so much you stop calling them, rather than solving problems. It's only when you get so pissed off you raise issues on social media and the NZ team pick it up that issues get solved.

While I'm happy with my TC cable installation and performance I'll never recommend TC outside the cable area again.

Samsung

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DonGould

3892 posts

Uber Geek

#613543 23-Apr-2012 10:21

timmmay: Their call centre seems to be designed to frustrate you so much you stop calling them, rather than solving problems. It's only when you get so pissed off you raise issues on social media and the NZ team pick it up that issues get solved.

That was fairly much my take on it. The social media team do seem ok, but sadly let down everywhere else... might have got better, who know? I don't even bother any more, I just post on here and wait for Gary to sort it.

What we do when the other 200,000 users figure out that this is the best medium to get help, who knows?

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

trig42

5810 posts

Uber Geek

ID Verified

#613547 23-Apr-2012 10:28

DonGould:
timmmay: Their call centre seems to be designed to frustrate you so much you stop calling them, rather than solving problems. It's only when you get so pissed off you raise issues on social media and the NZ team pick it up that issues get solved.

That was fairly much my take on it. The social media team do seem ok, but sadly let down everywhere else... might have got better, who know? I don't even bother any more, I just post on here and wait for Gary to sort it.

What we do when the other 200,000 users figure out that this is the best medium to get help, who knows?

Unfortunately, when I was working as a mobile technician and was asked which ISP to use for people changing to broadband, I would actively warn against TC (and Slingshot) because the wait times if you ever had to call them negated any saving in price. This was a couple of years ago and they may have got better.
Also, the modems TC used to supply were rubbish (Dynalink mini heaters).

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#613548 23-Apr-2012 10:30

Hi Quandum. Sorry to hear you're having touble. If you email me (the Email button in the bar above this message) your name and contact details as well as the residential address that the service is for I'll ask one of the team to look into this and get back to you.

Thanks, Gary

quickymart

13932 posts

Uber Geek

ID Verified

#613952 23-Apr-2012 21:20

trig42: Unfortunately, when I was working as a mobile technician and was asked which ISP to use for people changing to broadband, I would actively warn against TC (and Slingshot) because the wait times if you ever had to call them negated any saving in price. This was a couple of years ago and they may have got better.

Telstra Clear certainly haven't improved (I speak from first-hand experience when I say that too).

Bravohue

3 posts

Wannabe Geek

#614069 24-Apr-2012 01:02

Hi, I have the same poor experience from TC too. We moved from Christchurch to Auckland a month ago. Get to know this fantastic promo and drove all the way from CBD to Silvia Park to sign up the deal with the guy called Karun on 31 Mar 2012. We were promised the connection will be up in 12 working days.

A week later, I called up the customer care asking about the progress. I was told that they need my latest residential address for credit check. Should I not have called in, they would have sat on it and do nothing about it.

On 14 Apr, received an email confirming the service order and telling me to wait for a letter. On 18 Apr received another email confirming another service order. Called customer care about the confusion and I was told to ignore the first email. On 19 Apr received a text message to wait for the technician on 20 Apr between 12 and 5 pm. Called the customer care to verify the visit and she emphasised that someone has to be at home to wait for the technician. I waited from 12pm till 4.45pm and no one turned up. Checked my telephone and to my surprise the telephone line already up and running. Obviously no one is needed to be at home for the installation. Not only that, I tried to hook up the broadband and you bet, broadband was not working. Called customer care again and I was told to wait till 21 Apr morning and see if it is working. Since then, made few calls to customer care again and finally I was told just now that there is no port for broadband and I have to wait until a port is available.

I told the customer care to cancel my whole contract and she said only the Sales and Retention Team is able to decide whether to void the ETC of $199. This is simply too absurd.

quickymart

13932 posts

Uber Geek

ID Verified

#614078 24-Apr-2012 06:14

I do have to say - while the efforts of Gary and co are good (I see them offering to help all the time), I feel that people like Gary/Tim shouldn't *need* to get involved. The call centre staff should be able to handle everything and make stuff happen when you call them, not fob you off when you call with what's on their little script.

surfisup1000

5288 posts

Uber Geek

#614088 24-Apr-2012 07:15

quandum: Decided to signup for the $75 promo in Feb 2012 (yes, Feb).

Customer service guys too all the relevant details....and I still have no connection.

Have rung in at least 5 times now and no one is able to give me an update, or even a reason as to what is going on here.

Anyone from Telstra reading this that can assist please?

Maybe I should take my business elsewhere?

Why did you wait this long?

I'd be complaining after a week.

Ragnor

8219 posts

Uber Geek

Trusted

#614213 24-Apr-2012 10:36

cokemaster: @DonGould: Aren't you breaking rule 8 of your own rules regarding ISP's?

He needs another rule: Don't let hypocrisy get in the way of grandstanding.

Sarcasm aside, in reality if you want cable you have to use Telstraclear and cable has better upload then ADSL2+.

No doubt Don would be in favour of separation of Telstraclear into Retail and Network businesses and regulation of the cable network and forcing them to wholesale services to other ISP's at the price Telstraclear "Retail" pays.

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