[TelstraClear] Is 3 Months too long?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Is 3 Months too long?

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richms

28191 posts

Uber Geek

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Lifetime subscriber

#73610 6-Jun-2007 11:59

I'm still battling with baycorp over a Telstra clear bill that they were sent. Some retard at TC started me up a whole new account during my brief mis-adventure with them as my homeline provider, instead of putting it on my existing account which I had my toll calls going on. Add to that they changed my tolls to the rip off non business rate at the same time and I wasn't happy about that. I was so glad to go back to Telecom.

A friend set up with them to get the local calls to the bigger area thing they offer, still not changed, and you can only get that on their crap rates, not the business rates, anyway their service is still just as bad.

If Telstra cant see their own problems from their call stats then perhaps they should just pack up and go back to Australia. How can you come on here seeking feedback when simply looking at your hold times will tell you 90% of what you are doing wrong. I consider anything over 5 minutes to be an insult to me as a customer, you don't care enough to hire enough staff to get thru the workload that is present. Sure, its ok when there are outages etc, but for EVERY single call to not get answered in a decent time shows that you are just not trying.

Richard rich.ms

Kittychan

85 posts

Master Geek
Inactive user

#73621 6-Jun-2007 12:40

Got the cable line wired to my house...... Now I have to wait for the modem to be connected.... We'll see how long does it take this time.

Kittychan

85 posts

Master Geek
Inactive user

#73666 6-Jun-2007 17:10

Hi all

I am sitting in my house writing up this message which means I have the internet connection here... Thank you the forum and everyone. :)

Fruitymind

20 posts

Geek

#73668 6-Jun-2007 17:19

Good to hear it all came together, a bit of a shame though you having to go through all the rot first!

amigo

161 posts

Master Geek

#73759 7-Jun-2007 10:05

My lucky install day is tomorrow... have the local installations manager monitoring the situation to make sure it goes smoothly.

The only thing stopping them now will probably be the weather knowing my luck!! A blizzard is on its way! hehe

Fruitymind

20 posts

Geek

#73804 7-Jun-2007 12:48

Fingers are crossed here, Next you want to push CSl and telecom NZ to upgrade the services to FTTN or even FTTH.
Ftth is a great service!

Kittychan

85 posts

Master Geek
Inactive user

#73815 7-Jun-2007 13:17

Amigo I really hope you get everything done by tomorrow... The internet is fast and furious.... I cannot ask for more.. however I didn't receive a free month of internet though

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#73843 7-Jun-2007 16:27

Re: Installation delays

Recently some users of this forum have had serious issues attempting to set up services with TelstraClear. For this we apologise.

Over the past two years we have worked hard to improve installation processes including installation lead-times, which have been reduced from up to 4 weeks in early 2006 to 4 day earlier this year.

The process for complex installations, ‘non cabled’ properties and Multiple Dwelling Units (MDU) has recently been reviewed and changed to make the customer experience better. Unfortunately this process is still being streamlined and can involve a number of people and organisations (internal and external to TCL).

These can include power companies or Telecom (whose poles we use), building owner/landlord for consent (MDU), adjacent property owners for consent to cross properties, our installation contractor for pre-check and build, internal design staff and several sales channels.

Two of the cases, which were discussed in this forum, fell into the complex/not yet built category and required either consent, design or new build.

Steps are being undertaken as a priority to improve this process and our customer install experience.

Kind regards,

Jeff Doyle

Market Manager Consumer On-net
TelstraClear

Fruitymind

20 posts

Geek

#73848 7-Jun-2007 16:52

Kitty then i suggest that you ask

Jeff Doyle

Market Manager Consumer On-net
TelstraClear

He's quick to tell us how they are working to improve things there at Telstra Clear,
but i really think if you asked he could see his way clear to having that initial charge waived!

How about some corporate responsibility dollars for Kittychan?

amigo

161 posts

Master Geek

#74065 9-Jun-2007 01:32

Yay! I got home tonight to find that my cable is finally strung across the street and modem lights flashing...74 days later, phew!! :) Fortunately I have internet access at work, otherwise I don't think I would have made it without intensive theropy!!!

Hopefully TCL will get all of their departments, contractors and processes streamlined for all installations, or at least be able to give customers realistic timeframes and pro-actively monitor the progress to avoid any unnecessary hold-ups with future installations.

Before putting in an offer for the house I did check to see that cable was on the street (possibly wouldn't have bought the place without it). Then weeks before moving I phoned up and I was told that the property was listed on the computer as "Net ready" and the installation would be completed a couple of days after moving in.

I would have still agreed to the install even if I was told it would have taken months to complete, as it would have been worth the wait. It's just the failed promises, and playing the waiting and chase-up game that has annoyed me most!

It's good to see people from TCL like Jeff making the effort face the lynch mob and solve some issues.

Good luck to anyone else waiting for their connection.

Time for me to shut up, enjoy the fruits of my battle and catch up with the online world....:)

Level10

18 posts

Geek

#74532 13-Jun-2007 17:07

Well, it's been almost four months now and still no phone line. Two weeks ago I went into the Christchurch office an spoke with a girl working the front desk, I received a call that evening from a team leader who gave me one month's internet credit (the phone line was already on my bill but there was a free rental promotion going); and, the next night I received a call from a guy who said he was sorting everything out and would call me back in a few working days to give me a date for cable laying. This was nearly two weeks ago.

I called the customer service line this afternoon and the lovely young lady I dealt with spoke with the Christchurch manager who said to her it was a consent issue due to the fact I live in an MDU. Our landlord has already given consent AND I already have the internet running with Telstra, so there is no way it's an issue of consent.

I have been told to expect a call tomorrow morning after speaking with this lady, but due to the experience I've had over the past four months, I'm not holding my breath.

EDIT: I forgot to mention that the non-existent phone line appeared on my bill again this month! Argh!

inane

216 posts

Master Geek

Trusted

#74539 13-Jun-2007 17:47

just as a sideline, I thought I'd mention that I feel really sorry for you guys,

my experience with TCL cable has always been fantastic, to the point I've never had to wait longer than a week for an install...

if TCL could replicate my experiences around, that would be a great move :)

ReaperZ

127 posts

Master Geek
Inactive user

#74955 17-Jun-2007 19:30

seems TCL's cable support and technicians are getting worse and worse - i hope this install is free at the very least

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