[WXC/VFX] Not so good experience with xnet

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Not so good experience with xnet

1 | 2

Niel

3267 posts

Uber Geek

Trusted

#107556 30-Jan-2008 15:50

I am an existing WxC customer with HSI and VFX, so if I send my plan change request and number port request via e-mail will I still have to wait for a callback or is the callback only for new signups?

Approximately how many days/weeks can I (at present) expect for a callback (or plan change if callback not required) when I'm an existing customer?

It would be nice/useful to have some indication on your web site as to the how long the wait is. Perhaps this can be on the "network issues" ticker tape and updated once a day? After all, it is an unexpected slowdown in sales support response time!

Phil, over the weekend you responded to posts on this forum and on Monday (Auckland holiday) your team unexpectedly responded to my support request e-mail. You guys are working hard and I think your team should get a "shoes-for-the-wife" allowance (or "Repco-for-the-husband")!

You can never have enough Volvos!

marmel

1924 posts

Uber Geek

ID Verified

Trusted

#107557 30-Jan-2008 15:51

Got my callback today!!!

The process has begun at last. For me personally I didn't mind the wait which turned out to be a week to the day, I just wanted some communication to let me know what was happening. When I made the inital call on Wednesday I was told I would get called back in a few days. To me that means 2-3. If I had been told it may be up to a week I wouldn't have minded and would have known to expect a longer delay.

Anyway the sales rep today was pretty good and thanks to Phil for taking the time to check out if I was still on the list or not.

I will post some feedback on fusion when I have it up and running.

damgl0bal

11 posts

Geek

#107571 30-Jan-2008 16:17

I just recommended xnet fusion to a mate because I’m really enjoying the service that I’m getting with xnet VFX and I’d rather see my friends with a decent telecommunications company that cares about its’ customers then brand x.

But apparently when he phoned up to enquire about getting Internet hooked up the lady exclaimed that he’d called the wrong number. When he said that he’d phoned the number on the site, she said well you can either leave a message with me and we’ll get back to you within 10 days or I can put you through and you can hold. If you’re on the line for too long you can just hang up and try again later.

After waiting on hold for some time he got through to another customer service rep, started off with his enquiry about getting internet sorted before getting told the same thing as the previous customer service representative (you’ve called the wrong number!).

*Flashes of my previous ping-pong experience appear before me as I type this post. “It’s alright David. Just breathe” – I say to myself

He explained that he had just been transferred by another CSR and asked her to put him through to the right person….

I’m not sure what happened after that. I think he may have hung up while on hold. The result is he’s taking his business elsewhere. I realise this might be of little consequence with all xnet’s success but I’m posting this in the hope that something is done to improve the customer service in the future. Personally I’m feeling a little disappointed and regret that my friend won’t get to see how much value xnet can provide because of his initial customer experience.

3rendor

1 post

Wannabe Geek

#107581 30-Jan-2008 16:40

Yep that was me.

Xnet sounded great.

I don’t have sky high expectations of customer service - I know it's a hard job having been there before myself- infact I just want average service. But this was awful, truly awful service. They made me feel like I had ruined their day for even bothering to call - Two seperate people!

Stinker though - good product it seems.

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#107590 30-Jan-2008 17:35

Hi David & Brendan,

Firstly let me say I just posted a reply but it disappeared...I really hate that .

Secondly let me say it is always of consequence and we are disappointed when we let our current and potential customers down. The only thing I can say is that possibly you dialled into the support lines and not the sales line and they maybe just explained this was the wrong numbers for signups, maybe...just guessing with out listening to the call.

We are as you have observed having delays in the sales process due to the overwhelming uptake of fusion, not your issue it's ours and one we are trying to address as we speak and have been looking to change things for a week or two now,

This doesn’t help your first experience with us Brendan and for that I do apologise and nothing can and will change a customers first experience, it is also extremely disappointing to let one of our customers down when he has gone out if his way to recommend our service, it's also extremely disappointing when a potential customers first experience with us is not a good one.

We are aware of the issue and are actively trying to rectify this as soon as possible, it is all well and good in saying this but our task is to address the situation and get back to giving the Sales process the experience that they should be getting, we have prided ourselves on our support to our customers and we now have to see how we handle this as this is what we will be judged on,

Fusion is definitely rocking as a product but shouldn’t be detrimental to our customer’s sale experience; once again I’m sorry your first contact with us was poor.

Regards
Phil Moore
Operations Manager
WorldxChange Communications

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

https://www.facebook.com/wxccommunications

Shash

157 posts

Master Geek

#107593 30-Jan-2008 17:44

WXC is offering a good service where other major provider cannot offer, however as I mentioned in my other posts WXC is going though teething issues... this needs attention and action from the top level, if a good decisions and investments are made WXC can go to the next level ie a strong competitor for TCNZ.

Yes I'm still waiting for my FUSION .... and almost calling everyday WXC to enable my second ported number to become active.... is there may be staff issues too

marmel

1924 posts

Uber Geek

ID Verified

Trusted

#107596 30-Jan-2008 18:16

Good on WxC for acknowledging that they have an issue with delays etc at the moment with fusion and once again top marks for a staff member taking the time to post in an internet forum.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

wmoore

510 posts

Ultimate Geek

#107666 31-Jan-2008 01:21

Hi

just some comments from the other side of the world.

Over in the UK nearly every organization you call will record your phone call. This is stated at the beginning of the call.
This helps settle any disputes that may arise later, and help with staff training.

If something is promised ie a call back then that promise should be carried out, by phone or email.

At least WxC aren't hiding away and are admitting to the problems.

By the way my VFX is working great in the UK.

"In the end, it's not the years in your life that count. It's the life in your years." -
-- Abraham lincoln

damgl0bal

11 posts

Geek

#108236 3-Feb-2008 00:06

Yeah. I really like VFX and appreciate Maverick. The only reason why I'm not going for fusion is that I like cable too much. If I wasn't able to get cable and was stuck with brand x I'd be jumping through hoops to get fusion!

Improve on the customer service and Xnet will be unstoppable!

1 | 2