[WXC/VFX] Xnet starting to hack me off

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Xnet starting to hack me off

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coffeebaron

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#116529 14-Mar-2008 07:04

Xtra: 2min to get through, 30min to solve the issue = 32min
Xnet: 10-15min to get through, 2min to solve the issue = <20min

OK, so these are slightly made up figures, but I deal with Xnet & Xtra (and others - but don't get me started on ihug) quite often. Despite Xnet's current on hold times, I'm still typically on the phone for less time with Xnet than with other ISP's.

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camo786

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#116531 14-Mar-2008 07:08

Here a summary of last Xtra/Philipines support call

Camo: My Telecom account number is xxxxxx"

Camo: "For domain name xxxxx.co.nz I would like to change A Record for www to xxx.xxx.xxx.xxx please"

Helpdesk "whats that"

Camo: "For domain name xxxxx.co.nz I would like to change A Record for www to xxx.xxx.xxx.xxx please"

Helpdesk "whats that"

Camo: "For domain name xxxxx.co.nz I would like to change A Record for www to xxx.xxx.xxx.xxx please"

Helpdesk "whats that"

Camo: "For domain name xxxxx.co.nz I would like to change A Record for www to xxx.xxx.xxx.xxx please"

Helpdesk "whats that"

Camo: "For domain name xxxxx.co.nz I would like to change A Record for www to xxx.xxx.xxx.xxx please"

The guy didnt have any idea what DNS is :(

Gave up, transferred the domain to Domainz

cokemaster

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#116535 14-Mar-2008 07:18

camo786: Here a summary of last Xtra/Philipines support call

If you had future queries about domain names, you would have had better luck calling the group that look after domain names... which is 0800 116110

On topic now, I don't see why we are changing the subject from WorldxChanges helpdesk performance to Telecoms... this topic is quite clearly about WorldxChange and I do understand that some of you have the urge to defend WorldxChange but perhaps you just take the feedback on the chin and move on. Noone is perfect but by taking on the feedback rather than discounting it, you can get closer to it.

Look at the issue rather than try and dismiss it.

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maverick

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#116564 14-Mar-2008 09:06

As you are all well aware by us particapating in these forums we do infact listen more than most companies and engage directly at level that most Telco's wouldn't even consider, we do take most constructive comments seriously and accomadtae where we can, we also make changes that look at recommendations made by people ,

We also will take the bad with the good are are open to this always, have been, everyone that has been here over the last 18 Months has seen that we do take constructive criticisim , act on it where we can, we engage directly where we can and assit where we can , we are 100 Times more open in a public forum than any other Telco / ISP out there, help desk times for our Techicial Support group are high at present, we are aware of it and are working to rectify this as I have stated before.

But and this is kind of a big but as well, having people demand official responses to why a phone was not answered in 5 minutes will not fly pure and simple , the biggest thing that our tech support people do is that they support customers and the biggest issues that they deal with is primarily customer lan issue's not anything to with the service but helping people with their own network issues, now think about how long it has taken you to help your Mum and Dad or a Friend on a simple computer problem over the phone how long did that take , if you were there a couple of minutes problem solved now doubt but on the phone multiply this by 10, up untill this point our help desk has supported customers with all types of routers and LAN issues, computer problems etc, these all take time and the average call duration is longer than standard phone type services, very easy to say add more staff to fix it but manning a helpdesk to maximise service and cost is an pretty tricky task,

we know what our service desk stats are and we work to improve them, training new staff takes time before we let them on the lines, we will also look at the type of support we will offer, if it's not a connection problem then it becomes the customer issue but then you won't get a the type of support you have been used to...catch 22 damned if you do damed if you don't

I think one day I will run an open day for everyone and people can see what really happens behind the doors

So finally we are open to constructive critisicm and observations and do really apprecaite feedback we are also pretty respectful I believe to most comments, but not to demanding type threads as we just wont respond to them.

Regards
Phil Moore
Operations Manager
WorldxChange Communications

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dan

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#116568 14-Mar-2008 09:20

Nicely put Maverick, i would have to say the Xnet helpdesk and genereally a step up and over the quality of other ISPs i deal with on a weekly basis

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