I got a CSR finally willing to give me a straight / clear answer They have an issue with Telecom Wholesale and multi-dwelling addresses, problem where the olds are there are over 150 units and Telecom doesn't think its a valid address. Hopefully have a resolution tomorrow
Finally got it working correctly rang about 4.30 spoke to the 3rd tech for the day who new what the problem was and instigated fixing it was amazed it hadnt been done before as its a known problem where by they have duplicated account patterns and they need to remove the duplicate, he says it happened many months ago and they are 80% of the way to writing a fix for it - apologize if i didnt fully understand what he said - not that any one from telstra seems to read geekzone.
Also filled out a complaint form today as i think this could all have been handled better, still took over an hour of my time today. Will let you know if i hear anything.
Just got a Text from the olds saying it will be prob next week now (will make it 2 weeks to do a plan change) starting to wonder if its easier just putting them on a mobile data plan, least I know it will get connected quickly and not have to worry about telecom wholesale finding the address Have got an official complaint lodged too.
Well its now been just under 2 months and still not connected, been having all sorts of issues with Telstra, everything from couldnt find my address (am kinda in da country now, but know broadband is possible as last person there had it) in the telecom 'database', to wrong phone number being orginally allocated, which got rejected by 'telecom' as was for the wrong exchange. Have just rung up again and have no further updates avaliable for me apart from the lovely lady that I spoke to fully suggesting that I sign up with another provider which I might just end up doing, but dont realy want to as Telstra have the best plans avaliable. How is Telstra meant to survive in the telecommunications business when it takes so long for a customer to be connected. Seriously Frustrated !!!
I had exactly the same issues with TCL when they launched their PDQ service - took far too long and way too many calls to their call centre to get connected.
Usually calls would result in me being told that the CSR would leave a message with the person responsible - which would invariably never be responded to. Or spend 20 mins on hold to be put on hold again for another 20 mins when I was redirected to somewhere else in their organisation. Who usually again couldn't answer my question and would leave a (always unreturned) message for the nebulous person who could.
And apparently the underlying reason was the same - they underestimated the popularity of the service and had insufficient staff to service the demand. This explanation was also liberally sprinkled with references to problems with Telecom Wholesale etc etc. So same-old, same-old by the sounds of things with their new service.
Technically speaking their ADSL service is superb - once finally up and running I've never had any problems and get fantastic speeds (being close to a cabinet helps with that tho!). But I dread the day I do hit a problem and have to once again do battle with their call centre...
This quote (below) from the above PR made me laugh:
The new automated ordering process means there is no longer the need to deal with third parties. As a result, installation time – the time from when a customer places an order to the service being installed and activated - is now from five working days, down from 27 days.
When i orded nDSL with Snap, within 2 days I was connected, none of that waiting bollocks. Bugger waiting 30+ days, I would have told them to shove it by now, time to go where custermers DO count
I got a reply to my complaint form which was a cut and paste of my posts above, here follows the responses, i think when my contract ends in 12 months it goodbye Telstra.
reply 1. Thank you for your feedback regarding the issues you had in migrating your Broadband to our new plans, and the disappointing level of service you have experienced.
First of all, I wish to sincerely apologise for the inconvenience and frustration you have experienced. This situation is totally unacceptable to us and we are taking action to address the problems you have experienced.
Unfortunately, due to the heavy uptake on these plans the processing of the changes is taking longer than it ought to. These delays were also exacerbated due to the weekend, when not all of the teams involved in this process are at work. As compensation for your inconvenience, I would be happy to offer you a credit of $20. Please let me know if this is acceptable to you.
In closing, I trust we regain your confidence and that TelstraClear will once again provide the level of service that you expect.
My Response It would appear that you undervalue your existing customers not only do you give no incentive (doesn’t your tv ad offer 2 months free to new customers) or value to us you also value my time very lowly it would seem that the inconvenience of no internet or putting up with the worst service imaginable, with 3 hours spent on hold and suffering your call system is only worth $20. this must explain your level of customer care if you only pay your staff $7 an hour. I also find your excuses a little bit standard, I am sure your delays are in part down to the large amount of customers changing plans. As I had already a long wait and was not expecting anything to be done for another 3 weeks maybe you would be better to stop advertising, put all changes on hold for a week (no one would know they are already expecting to wait) and put your systems in order, train your staff and send out a letter in the first place and maybe this would have been a much easier for all.
Reply 2.
Thank you for your response.
I can assure you we do not undervalue any of our customers. We sincerely apologise for any inconvenience you have experienced. I have applied the $20.00 adjustment to your account.
If you have any further queries or to update this response please visit “My Stuff” within the Online Help section at www.telstraclear.co.nz/go/onlinehelp.
Ever feel Fobbed Off am not sure they learn from there mistakes - at this point i have given up and will just move away.
Just did a job for someone today who signed up for this, they were told there was a big demand and it'd take 14 days. They were also assigned a new Clear email address, but told they could keep and use their old Paradise one. The 14 days is up soon, so I'll be interested to see if they get switched over soon, and can actually keep their Paradise address.
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