[TelstraClear] TelstraClear's Ongoing Non-Existent Customer Services Fault

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1554 posts

Uber Geek

#374155 29-Aug-2010 12:04

wasn't there some news a while back about telstra-clear moving their call centre offshore and everybody was very upset about this. From the continual posts on geekzone and stories in the newspaper about poor customer service it would probably be a good thing to move the call centre offshore. It certainly couldn't get any worse. They could probably triple the number of staff answering calls immediately.

blakamin

4431 posts

Uber Geek
Inactive user

#374174 29-Aug-2010 13:04

Buttonmash: Just cancel your contract with them and move to a provider which DOES have people answering phones.

Read the last sentence I posted again. That would cost me $400 that I dont have (because I'm moving house)

farcus: wasn't there some news a while back about telstra-clear moving their call centre offshore and everybody was very upset about this. From the continual posts on geekzone and stories in the newspaper about poor customer service it would probably be a good thing to move the call centre offshore. It certainly couldn't get any worse. They could probably triple the number of staff answering calls immediately.

They've already done it. They outsorced to the Philipines. That is WHY the call centre is even more useless. Now they read a script, put you on hold for 2 minutes, come back at exactly 2 minutes to ask if they can put you on hold for 2 minutes, repeat this about 5-10 times, read some more script and then tell you someone will call in the next 2 business days. Then they never call and you go through it again.
It used to be reasonable.... not anymore!

muppet

2570 posts

Uber Geek

Trusted

#374329 29-Aug-2010 22:51

Kick up a stink. It worked for me. I asked on Twitter (@TelstraClearNZ) and also filled out a complaint form on their website. It was a bit of a combination of both, but they sorted me out pretty quickly once I bypassed the callcentre.

Audiophiles are such twits! They buy such pointless stuff: Gold plated cables, $2000 power cords. Idiots.

OOOHHHH HYPERFIBRE!

quickymart

13958 posts

Uber Geek

ID Verified

#374351 29-Aug-2010 23:58

It sounds like this company is destined for great things.

blakamin

4431 posts

Uber Geek
Inactive user

#375006 31-Aug-2010 16:43

Still haven't heard anything. Rang call centre again and got the standard "24-48s you will get a call" spiel. Twittered and got a response from them asking for my account number but nothing has happened about moving my bloody house!
Seriously looking at going to vodafone as their prices are about the same once I factor my mobile, home, broadband and digital TV in. That would give me 10Gb more a month and free mysky (A PVR that exists!).
Just not happy I signed up for the TCNZ mobile plan.

graemeh

2078 posts

Uber Geek

#375009 31-Aug-2010 16:51

blakamin: Still haven't heard anything. Rang call centre again and got the standard "24-48s you will get a call" spiel. Twittered and got a response from them asking for my account number but nothing has happened about moving my bloody house!
Seriously looking at going to vodafone as their prices are about the same once I factor my mobile, home, broadband and digital TV in. That would give me 10Gb more a month and free mysky (A PVR that exists!).
Just not happy I signed up for the TCNZ mobile plan.

Write them a letter outlining all of the above and giving them 48 hours to sort it out once and for all.

In the letter state that if they are unable to get their act together then you will cancel your services with them, including the mobile plan as they have repeatedly failed to meet their commitments to you.

Fax them this letter and keep the receipt showing it went through.

When they again fail to get you connected just disconnect the mobile and tell them to get lost.

If they try to get heavy with debt collectors tell the debt collectors you dispute the debt and take TC to the disputes tribunal.

blakamin

4431 posts

Uber Geek
Inactive user

#375064 31-Aug-2010 20:08

Trying that now, graemeh...
Run out of other options!
Vodafone looks good... $186 a month

Quic Broadband

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robbyp

1199 posts

Uber Geek

#375088 31-Aug-2010 21:16

Their service may suck, however they are trying like anything to sell their services to my family. We are in a fibre area, and out of my home office, I have seen their sales person come to our door on 3 seperate occasions trying to get us to switch from telecom to telstra. Noone was however home to answer his call. Luckily he didn't knock on my home office (located in teh next door building), becuase I would tell him to get lost, as their can't better the deal I am currently on, and I want decent support.

graemeh

2078 posts

Uber Geek

#375170 1-Sep-2010 09:05

blakamin: Trying that now, graemeh...
Run out of other options!
Vodafone looks good... $186 a month

Good luck and remember, they have sold you a package deal, it is an essential term of their agreement with you that they supply you with the WHOLE package, it's an all or nothing deal. That's exactly what they would say to you if you tried to remove a part of the package so now you can use their tactics (and incompetence) against them :)

blakamin

4431 posts

Uber Geek
Inactive user

#375231 1-Sep-2010 10:55

Tech arriving Sat morning! YAY!

Thanks to the twitter team at TCNZ and Nicky K at a NZ call centre who sorted everything!!!

WOOOHOOOO!!!!

Cheers graemeh for letting me hijack your thread too!

graemeh

2078 posts

Uber Geek

#375239 1-Sep-2010 11:27

It's not my thread blakamin, it's muppet you should be thanking.

Good you've got it sorted though.

muppet

2570 posts

Uber Geek

Trusted

#375244 1-Sep-2010 11:32

hehe, it was a thread for everyone to share in! Good stuff blakamin.

As I emailed back to TCL, it's a shame we have to resort to Twitter to get things sorted. But at least once you get through to someone actually employeed by TelstraClear you know you're in good hands. It's the barrier they put up to shield those people that's so intensely annoying.

Audiophiles are such twits! They buy such pointless stuff: Gold plated cables, $2000 power cords. Idiots.

OOOHHHH HYPERFIBRE!

robbyp

1199 posts

Uber Geek

#375268 1-Sep-2010 12:50

People should vote with their feet when they get poor support, rather than cheering when they actually get some service. These companies are employed by the people that use their services. If they didn't have any cusomters they wouldn't have a business.

muppet

2570 posts

Uber Geek

Trusted

#375272 1-Sep-2010 12:56

robbyp: People should vote with their feet when they get poor support, rather than cheering when they actually get some service. These companies are employed by the people that use their services. If they didn't have any cusomters they wouldn't have a business.

And if anyone offered performance on par with TelstraClear, I would.

Look at these Smokeping graphs. If you zoom in and play around, you'll see that at peak time latency goes up by, well, nothing.

I seem to be lucky being in Auckland, it appears the people in Wellington on the Cable network aren't so lucky.

Having had experience (though not in the last couple of years) with other ISPs, most of them tend to choke up pretty badly during peak hours. I wouldn't even consider an ISP that wasn't unbundled because of some of the backhaul congestion issues I've heard about.

So I'd rather complain in the hope they fix the one aspect of their service that doesn't suck, but doesn't impact me every night for ~3 hours :)

Audiophiles are such twits! They buy such pointless stuff: Gold plated cables, $2000 power cords. Idiots.

OOOHHHH HYPERFIBRE!

robbyp

1199 posts

Uber Geek

#375276 1-Sep-2010 13:05

muppet:
robbyp: People should vote with their feet when they get poor support, rather than cheering when they actually get some service. These companies are employed by the people that use their services. If they didn't have any cusomters they wouldn't have a business.

And if anyone offered performance on par with TelstraClear, I would.

Look at these Smokeping graphs. If you zoom in and play around, you'll see that at peak time latency goes up by, well, nothing.

I seem to be lucky being in Auckland, it appears the people in Wellington on the Cable network aren't so lucky.

Having had experience (though not in the last couple of years) with other ISPs, most of them tend to choke up pretty badly during peak hours. I wouldn't even consider an ISP that wasn't unbundled because of some of the backhaul congestion issues I've heard about.

So I'd rather complain in the hope they fix the one aspect of their service that doesn't suck, but doesn't impact me every night for ~3 hours :)

I see where you are coming from, in terms of their fibre network, which in general is better than ADSL. If their pricing was lower and they didn't charge so much for 1GB of extra traffic I would look at them. They shouldn't be charging anymore than $1 per GB However their service history does concern me. I have been hearing compliants about their service for over 5 years.

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