[TelstraClear] Shocking Customer Service

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95 posts

Master Geek
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#521377 15-Sep-2011 11:13

TelstraClear:
Hi Tim,

I emailed you my account and contact details a week ago, but have not heard back from you. Can you confirm that you did in fact receive my mail?

Just FYI, I have not heard from anyone at TC and my appointments were to take place 2 weeks ago. This lack of information continues to be frustrating.

I appreciate your help.

Hi kaczor47. I've had a chat to Tim (he's busy today so I'm responding). He doesn't recall receiving your account number or a contact phone number. If you email the info to online.marketing@telstraclear.co.nz or private message it here on Geekzone I'll get this looked into for you.

Gary

Hi Gary,

I just resend my email to both addresses. I can't seem to send a PM to your forum accounts. Please confirm thta you received my details.

Regards,
Pawel

TelstraClear

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Ultimate Geek
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TelstraClear

#521397 15-Sep-2011 11:46

Hi Gary,

I just resend my email to both addresses. I can't seem to send a PM to your forum accounts. Please confirm thta you received my details.

Regards,
Pawel

Thanks Pawell. Have got the info, thanks, and have asked one of the team to look into it for you. I'll also ask Mauricio to check out the PM!

Cheers, Gary

kaczor47

95 posts

Master Geek
+1 received by user: 19

#522699 18-Sep-2011 17:18

Hi Gary/Tim,

Can you at least give me an idea what is going on?!

It has been 3 1/2 weeks since the scheduled appointment/no show, over a week since I originally emailed my details, and still no word from anybody regarding the TBox!

networkn

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#522706 18-Sep-2011 18:01

kaczor: Look it will be like this for quite a while longer. TC has a long history of someone who seems to want to help, dropping the ball, someone else trying to help, and doing the same thing. Rinse and repeat.

Save yourself time and energy and move elsewhere.

Sorry to be discouraging, but it's a well established pattern.

When people from TCL offer to help, they have the best of intentions.

TelstraClear

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Ultimate Geek
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TelstraClear

#522908 19-Sep-2011 10:26

kaczor47: Hi Gary/Tim,

Can you at least give me an idea what is going on?!

It has been 3 1/2 weeks since the scheduled appointment/no show, over a week since I originally emailed my details, and still no word from anybody regarding the TBox!

Hi,

I'll look into this for you now.

Cheers, Gary

timbosan

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#522915 19-Sep-2011 10:37

OMG - this is just such as poor example of customer service, and all exposed on a public forum!

How can such a large organisation let themselves get into this kind of situation, and on multiple occsasions...

Glad I am not with them, and never would be.

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NZCrusader

646 posts

Ultimate Geek
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#523450 20-Sep-2011 11:29

Well theres a few of us ccnp techs around if they want some reasonably smart people on the front line.

But we all know they would prefer a marketing representative reading a script.

[Moderator edit (MF): removed offensive name]

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wreck90

780 posts

Ultimate Geek
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#523476 20-Sep-2011 12:15

NZCrusader: Well theres a few of us ccnp techs around if they want some reasonably smart people on the front line.

But we all know they would prefer a marketing monkey reading a script.

Just a heads up, 'FREITASM' warned me that using the word monkey to refer to a group of people is a banning offence.

Although, in saying that, FREITASM thinks the following insulting post is OK...

http://www.geekzone.co.nz/sbiddle/2808

Safest not to use any such references at all as you cannot pre-guess what they will think.

goatboy

33 posts

Geek

#523612 20-Sep-2011 15:58

NZCrusader: Well theres a few of us ccnp techs around if they want some reasonably smart people on the front line.

But we all know they would prefer a marketing monkey reading a script.

If I worked on the front line I’d find the monkey comment offensive and ignorant of how these organisations often work. 99% of the time support staff are paid to work within a fixed set of business rules dictating what they can and can’t deal with upfront. If those business rules are crap, then so is the customer experience those poor reps are expected to deliver regardless of their expertise. The choice is not a question of following the business rules or not, it’s a question of working for that organisation or not working for that organisation. Insulting those reps is akin to getting angry at your dog’s poo for going on the carpet rather than the dog itself. In my experience people with qualifications like CCNP make really bad support reps. They’re often so fixated on the technical aspect of the issue they forget about the human element of the problem they’re dealing with and can come across as arrogant by making snap judgements about a person’s intelligence…like calling people monkeys.

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Morph

190 posts

Master Geek
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#523613 20-Sep-2011 16:00

timbosan: OMG - this is just such as poor example of customer service, and all exposed on a public forum!

How can such a large organisation let themselves get into this kind of situation, and on multiple occsasions...

Glad I am not with them, and never would be.

A wild Troll Appears!

networkn

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#523618 20-Sep-2011 16:07

goatboy:
NZCrusader: Well theres a few of us ccnp techs around if they want some reasonably smart people on the front line.

But we all know they would prefer a marketing monkey reading a script.

If I worked on the front line I’d find the monkey comment offensive and ignorant of how these organisations often work. 99% of the time support staff are paid to work within a fixed set of business rules dictating what they can and can’t deal with upfront. If those business rules are crap, then so is the customer experience those poor reps are expected to deliver regardless of their expertise. The choice is not a question of following the business rules or not, it’s a question of working for that organisation or not working for that organisation. Insulting those reps is akin to getting angry at your dog’s poo for going on the carpet rather than the dog itself. In my experience people with qualifications like CCNP make really bad support reps. They’re often so fixated on the technical aspect of the issue they forget about the human element of the problem they’re dealing with and can come across as arrogant by making snap judgements about a person’s intelligence…like calling people monkeys.

Well in agree in part, but the major point you are forgetting, is that these people VOLUNTEER to help, and assure the client they will call them back, or deal with their issue, or have the authority, when they don't. The company isn't responsible for a person offering to help that either can't or won't.

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shrub

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#523722 20-Sep-2011 20:01

Good to see nothing has changed in the 4 years since i ditched telstra for telecom(due to poor customer services). This company is its own worst enemy they dont let there support staff do there jobs.

quickymart

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#523771 20-Sep-2011 21:24

Oh, they do (I speak from personal experience), it's just a bit hard to try and do a good job for the customer when the products and the network have frequent issues that either take a long time to get fixed, or only get "patched" until next time it happens.

NZCrusader

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#524495 22-Sep-2011 11:03

goatboy:
NZCrusader: Well theres a few of us ccnp techs around if they want some reasonably smart people on the front line.

But we all know they would prefer a marketing monkey reading a script.

If I worked on the front line I’d find the monkey comment offensive and ignorant of how these organisations often work. 99% of the time support staff are paid to work within a fixed set of business rules dictating what they can and can’t deal with upfront. If those business rules are crap, then so is the customer experience those poor reps are expected to deliver regardless of their expertise. The choice is not a question of following the business rules or not, it’s a question of working for that organisation or not working for that organisation. Insulting those reps is akin to getting angry at your dog’s poo for going on the carpet rather than the dog itself. In my experience people with qualifications like CCNP make really bad support reps. They’re often so fixated on the technical aspect of the issue they forget about the human element of the problem they’re dealing with and can come across as arrogant by making snap judgements about a person’s intelligence…like calling people monkeys.

Well you must not know any very good CCNPs then.

As for the monkeys judgement... well if they were able to diagnose problems quickly and maintain satisfactory support, then there wouldn't be so many complaints threads & posts.

Community speaks for itself. Generally not in the favour of the current technical support abilities.

Probably people aren't getting angry with the people on the line, but with the company in general.
It is however... making people very reluctant to have to go through the front line support as generally they have not found them helpful.

Which means the problem needs addressing.

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networkn

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#524505 22-Sep-2011 11:12

I don't think it's limited to the front line staff, I have numerous dealings with TCL over the last 10 years, it's never been much better than it is now, and I almost exclusively dealt with second tier support and managers.

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