[WXC/VFX] Appalling Customer Service

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Tzleren

30 posts

Geek

#207721 18-Apr-2009 07:27

Simple instructions I send to people when asking for a screenshot, (works with everything and any complete computer newbies like my Aunt)

2. hold both [Ctl] + [Alt] and tap [PrntScrn]

No need to hold CTRL, and I think your aunt would be upset you've been making her do 33% more work!

Niel

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#207729 18-Apr-2009 09:23

g7viz: WxC have apologised to me...
...The issue is closed from my point of view.

This issue is closed from your point of view, but you will run into it many times until you realise something. The only use of an apology from a company is for your own satisfaction (i.e. their PR). You will never know if they did it out of sincerity, or if they did it as a token while "behind the scenes" don't care. The only reason I complain to a company is to help them improve their service for everyone and because I think they have potential, and then I make positive suggestions with a positive attitude rather than "you owe me an apology". You get a lot further that way, and usually the company would give you positive feedback as well. Sh*t happens, we all make mistakes. XNet's mistake is not as bad as the one Judas made 2000 years ago.

(Not making enemies. Helping you see your error just like I hope next time you will help me see my error.)

You can never have enough Volvos!

CyberMichael

2 posts

Wannabe Geek

#207786 18-Apr-2009 14:10

What is your business worth to them? $11.25 per month.

For $10+GST you hardly have the buying power to start getting all upperty.

I think a few manners and some patience would get you a lot further. Lets have a reality check - *who* are you going to switch your business to? The only other option is Call Plus (encompasing Slingshot and 2talk). To be frank you are the sort of person won't like their service either. When you get sick of them, then where are you going to go? Crawling back to WxC, or paying the full price at Telecom/Vodafone?

The point as far as I see things is not whether he treated you how you felt you should be, it's whether you have a valid complaint, as it's *you* who's making a mountain out of a molehill. All you have established so far is that he has tried to help you and you have thrown your toys out of the cot by complaining to his Manager, and then quoting* the emails on here.

I extensively use VoIP providers. 99+% of the time their service is good. Under 1% of the time it's crap. After carefully reviewing my end, I report the problem to Tech Support and wait for them to fix it, liasing with them as necessary. Sometimes they do take a while. Often they don't even answer the phone. I accept the good with the bad because I am saving heaps of money every month.

That's my two cents worth.

*Quoting private correspondence online is bad form and doesn't do your credibility any help.

ninjabear

460 posts

Ultimate Geek
Inactive user

#207894 19-Apr-2009 10:31

I found the staff did his bit quite well . I felt that you were the one causing problem.

So he made a mistake that was out of his control and asked you politely to send it thru paint and save it as a jpeg but you lost your cool and threw a tandrum at him. Hey everyone makes a mistake. Just because he got it wrong doesn't mean he offered bad service.

Did you expect him to email you and write

Dear Customer

I apologise and beg for forgiveness as I just realise that MS office is not install on our system. I am deeply sorry and please do it thru paint . Pretty please with sugar lumps on top

Thank you for the misunderstanding.

At the end of the case what I see is that Xnet offered good customer service.The guy was apologetic and written and apology even though it wasn't his fault

paradoxsm

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#207967 19-Apr-2009 17:35

"Pretty please with sugar lumps on top" WTF! LOL! OMFG!!

Send the guy an email recommending to get Abiword, It's much slicker than openoffice, is still open source and emulates the big boy better. While he's at it, get "SumatraPDF" and say bye bye to the horrible Adobe reader..

Niel

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#207983 19-Apr-2009 19:04

After all this I think g7viz will create a new Geekzone user name...

You can never have enough Volvos!

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g7viz

48 posts

Geek

#207994 19-Apr-2009 19:44

Niel: After all this I think g7viz will create a new Geekzone user name...

Not at all ... some of the comments posted are demonstrating what is wrong with technical customer support in New Zealand. They are making my point for me without mer having to post anything!

Provided you get your Customer Service right it can make a real difference to your bottom line. I have been encouraged by the whole episode because WxC say thay can do better ... and I believe them. As a user, and somebody who has worked as a Service Delivery Manager that is a real positive outcome.

I must admit to being a little disappointed that some of the people have posted on here just don't get the importance of good customer care!

Facts ARE for everybody

timestyles

424 posts

Ultimate Geek
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#208000 19-Apr-2009 20:06

I work in a call centre and take about 15,000 calls a year with customers. Roughly 10% are grumpy, 1% are rude and 0.1% are abusive. I get sworn at every 2-3 weeks. Anyway, the OP needs to chill out a bit. The technician was helping, admittedly he got it wrong by asking that a Word file is sent, then saying it won't work, but hey, people aren't perfect. I'm more concerned that Xnet can't afford to give their technicians Office.

If the OP thinks this is "Appalling' service, he'll be in a bit of a learning experience soon. I suspect that OP may have "difficult customer" in his profile at Xnet now, until his account is closed.

All in my opinion, of course.

CyberMichael

2 posts

Wannabe Geek

#208002 19-Apr-2009 20:18

Bottom line is you are what is known in the industry as a 'C' grade customer.

In broad terms most companies have the following formal or informal categories-

A. These are business clients spending over $100 per month, including a sizeable component of higher profit services like hosting and web development.

B. These are the 'average' client. They buy an internet connection and pay their bills on time, but rarely need support. This is where most people fall.

C. These are the clients who always demand the cheapest price, where the time taken to answer one suppoirt query can cost the ISP more then the month's revenue. Add to this category - all late payers and torrent leeches.

O.P. You don't have a case. Any ISP with your business will make more profit ignoring you so you go away.

This won't be what you want to hear but it's how things are.

I repeat - you are paying $11.25 per month for a service that would normally cost $40+ per month.

I have been in this industry since the mid 1990's, and the last time I remember any ISP providing splendid service to any customer was when dial up was $50 per month. The company had all customers assigned to commission based account managers, who would even come out and fix your problem if necessary.

That company is no longer in business.

mjb

996 posts

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#208005 19-Apr-2009 20:31

You know, there are arguments on both sides to this..

The customer service rep should always be courteous and respectful of the customer, and in this case, the OP did not deserve the condescending tone ("I'm perfectly aware of how word works thanks"). The fact that the CSR has to deal with abusive clients does not excuse the lapse in courtesy.

The customer should not expect the CSR to get things right every single time - if the CSR asks that the customer do something another way, there's probably a reason. It may not be a good reason, but that doesn't matter, the result does.

There's more to it than just that, but I can understand the annoyance at the condescension that the OP experienced, it's never nice.

The one thing that all CSR's should realise is "The customer is always right" - treat them as such, but they're allowed to bag them as much as they want after the customer is off the line.

contentsofsignaturemaysettleduringshipping

g7viz

48 posts

Geek

#208010 19-Apr-2009 20:37

Every heard the saying, 'The customer is king.'?

As economic hard times begin to hit, companies will be happy for business no matter.

Facts ARE for everybody

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scottjpalmer

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#208015 19-Apr-2009 20:53

This thread has done it's dash with some good discussion having taken place and both sides of the story being explored. It is now turning into an opinionated personal slanging match. I've deleted the last post and I am now locking the thread.

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