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Topic # 13680 23-May-2007 12:11
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As end users of Telstra's services and with the knowledge that Telstra are listening to this forum I feel we are in a position where we can provide some constructive suggestions on how we feel Telstra could improve customer services.



I think if we want them to be taken seriously then we need to make sure that they are constructive and realistic. Keep in mind that Telstra are not rolling in cash so cost should also be a consideration.


To start I would suggest a similar service to the one provided here but on the phone system. The ironic thing with the service page is that if it is a internet issue then you cannot get to the page to see if there is a general fault.

Currently there is sometimes a message once you get into the queue but more often then not there is not. Instead you have to sit for whatever the waiting time is for someone to answer just to find out that there is some general fault going on and it is not just you.



It would save both us as customer’s time that could be spent doing whatever we want (which is not sitting on hold on a phone).

It would also help Telstra to reduce their wait time.











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  Reply # 71863 23-May-2007 12:23
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Acknowledge the SOHO customers. Currently you are either Residential or Business, but there are a lot of home-based business that require a bit more attention than residential but not as much/urgent as business customers. So a 3rd group of customer would be ideal. This tied in with the suggestion of providing quick turn around service for any hardware fault.

For example, there are a few TCL cable users here like Mauricio and myself, running home-business too. We have our servers and other important communication link depended on the cable modem, cable connection and phone lines. IF for any unfortunate reason that our cable modem is dead, our electronic communication coming in and out of the house/business would be severely disrupted. So far, calling and waiting on phone with TCL customer call centre is like waiting for the thousand year flower to bloom (a.k.a. the wait is far too long and unrealistic). And waiting for technician to come out to check or replace the hardware would be at least a week wait...

Also, TCL currently has the bleeding edge technology with their cable, compare to Telecom's copper line, I feel that TCL is underselling their exclusive, superior product. We have cable for phone line, tv and internet, next best thing would be nice to see is IPTV, PVR decoder, high-definition content/channels, voip.

I just hope TCL will get on this sooner, before Telecom launching their NGN. Remember TCL, you have the advantage here, make use of it. Make the most if it NOW! Don't play catch up or tag-along, for once, be leader in the field!

Also, can we have Cartoon Network Boomerang and Discovery Home and Health channels too? Maybe an exclusive to TCL Saturn Digital service, would put you competitve against Sky. Hehe... since you have Discovery Travel and Living channel which is not found on Sky.

Oh! And value the loyal customer, we are spending $260 a month, and soon be wanting to add a 2nd digital decoder, and perhaps 3rd digital (if the network can support) otherwise an analog decoder), and add WTV, which all sum up to be just short of $350 a month. And that's a lot of $$$, as a high paying customer, we like to see some value returned being a loyal supporting customer. (We don't need something like Vodafone's v.box "loyalty"... but perhaps a handful of free PPV or Loyal Customer discount, or be the first to try new products/services).




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  Reply # 71865 23-May-2007 12:36
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If I may put my two cents in, I think it would be nice for customers to have an account section on the TelstraClear website to view their bill, view their Internet usage, past and recent phone line activity, history of callous, faults reported, etc... all in the same section.






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  Reply # 71896 23-May-2007 14:17
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nobody has ever probably informed telstra of this but the "on hold music" is so old and crackly it sounds like its going to die and the quality is so bad.. why not have better music with a voiceover of known faults and general troubleshooting information (ie. try rebooting your modem) and the voice-over also informing of your position in the queue.

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  Reply # 71900 23-May-2007 14:36
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My comments all have to do with fault resolution.  I have always found that a vendor's behaviour when things go wrong is more important than how they behave when things are going well.

It isn't obvious who I should be talking to when I call the call center with a broadband fault.

I would love to be able to leave a message and reasonably expect to receive a call back.  However, whenever I have used this, no one has ever returned the call.  I expect the call to be returned within the reported average wait time reported when I enter the queue.

When something is fixed, I expect to be told what has been changed.  Otherwise, I can't determine the likelihood that it will fail in the same way again.

If it's a long running fault, involve me in the resolution process.  I want to know what is happening to the fault, and I am willing to help diagnose it.  If I care enough to report it, I care enough to help you track it down.

Don't lie, ever.  Ensure that the techs don't lie either.

Admit your mistakes, quickly.

It doesn't look good when call center staff change tone (from confrontational to pleasant) depending on whether or not someone else from TCL is on the call.

I find that when I notice the problem, I call the 0508 number and can tell from the length of the wait whether or not it is a general problem or specific to my connection.  The flow of information back into the queue needs to be faster.  I think it is sad that I know what the usual queue length is.  I shouldn't.  That I do is an indicator that I experience a lot of faults.

When you make an appointment for an on-site visit, keep it.  A 4 hour visit window is too large.  Being a contractor, it costs me significant amounts of money to be at home to allow you to fix a fault.  Not showing up once is an negligent, multiple times is just plain insulting.

Jason




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Reply # 71911 23-May-2007 16:08
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Hi,

James Bond, thanks for your constructive feedback surrounding customer services on our website. 

I am currently doing a review of customer services online for TelstraClear and many of your suggestions are things we are looking to implement. 

I'd welcome any other feedback or suggestions you, or other users,  have regarding improving online services for our customers.

Nicola Clement
Online Marketing Manager





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  Reply # 71918 23-May-2007 16:39
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I totally agree with what Chiefe has to say.

I am in the exact same boat. And I am spending around $300-$350 per month.



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  Reply # 71927 23-May-2007 17:19
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Where to Start, Where to Start....

OK After pondering why Telecom doesn't get beaten into the ground by other ISP's, I look at TelstraClear and wonder no more. :-)

Heres some suggestions

1. I spend 8 Hours on hold over two days to get DSL working when it stopped for a client. I was lied to, not listened to, hung up on, routed to the wrong people. The Residential helpdesk is a truly embarrassing, no this is not a once off experience - I have been in IT longer than Clear Communications was around, and they were always making basic mistakes.

Did you know when you purchased a $2500/Month 128K/32CIR Frame Relay circuit from Clear Communications you had to pay $300 more to not have to go through the Dialup helpdesk number, this was a 'premium' helpdesk service you had to pay for. You would think the fact you were spending this much and had a frame relay connection would have been enough!

This is pretty basic stuff, and TelstraClear fail to get it right time and time again. I don't know why this is, but since they cannot conceptualise this concept, lets break this down for them in a nice to do list they can tick stuff off on.

a. Staff your helpdesk with enough people to answer the phones
a. Staff your helpdesk with enough people to answer the phones
a. Staff your helpdesk with enough people to answer the phones
a. Staff your helpdesk with enough people to answer the phones

SERIOUSLY - I can ALWAYS talk to someone at Xtra Helpdesk - they may not actually fix anything, but so far, they just won, because THEY ANSWERED THE PHONE. Sigh.

b. Train these people in what they need to do to fix problems.
b. Give the helpdesk the tools they need to fix the problems.
c. Give the helpdesk enough time to also do callbacks, or take away the option of leaving a message for a callback.

2. Merge your horrific backend systems together, congradulations for finally merging your e-mail platforms together from Paradise/Saturn your purchased a DECADE ago onto the same system Clear Communications was running when you purchased them. We know you only did it because the whole thing was going to collapse under the weight of spam, but your IT Director looked lovely in Computer World showing off the new kit. Well done.

Now do this

a. Move to a single billing platform, so we don't get a mirage of invoices on different company letterheads because you are still running different billing systems with no insight between them.

b. Sort out whatever it is which makes your billing systems so inaccurate, so prone to people having to phone up month after month after month to get the same thing changed because you failed to do it last month, and the month before and the month before that.

c. Put up some coverage maps so IT guys can work out if you have fiber or access available at a clients location without phoning up the rep and waiting for days.

d. Direct Quote from when you had a receptionist "It is TelstraClear Policy to not allow new customers to call and directly speak to a sales person, we will take your details, and someone will call back within TWO WORKING DAYS"

Now, since this is your policy, you either have a amazing insight into the minds of corporate clients, and are winning major accounts this way, or are simply led by someone with no concept of customer service. (I will not guess which, up to the audience to decide.)

I would rid your company of this policy and all others like it, put the customer as king, and transfer new corporate client enquiries as quickly as your switchboard can handle them to Sales people

3. Start leading the market (Seriously Thought - I also want a pony.)

Offer cutting edge products, instead of trailing after the incumbent. For example

a. Just because Telecom insist you have a phone line with internet, doesn't mean you have to make the clients on your copper network have the same pain.

b. Offer your VOIP products at a reasonable rate (this is not the same or more than a normal POTS line) We know you do VOIP because you offer it over Tempest but change the same as a POTS line, see point above.


4. Tauranga.

Dude, what were you thinking? Stuff like this just makes your leadership look lost, wandering alone and lost. The leaked memos pondering why your getting your ... kicked by Telecom because you don't have the killer instinct don't help either, especially when they are right on the mark.

To be honest, TelstraClear in NZ is simply a don't annoy us in our backyard (Australia) with AAPT and we won't hurt you in NZ with TelstraClear. Now lets both exist a a duopoly and not compete on price. I get this. It makes sense, and is a good strategy.

If my post seems like I'm amused but cynical, it's because I would wager a fair amount of money on none of this changing, of in six months their Helpdesk still being a embarrassment, their billing system being in a shambles, no public announcements of any new products or serices they are not simply reselling from Telecom.

I wish it was different, I hope it is. Also, I want a pony. I'll call him Tigger. Do you think I'll get a pony first?




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Reply # 71929 23-May-2007 17:46
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As a home business owner I really dread the thought of having to wait five days for a cable modem replacement in the even my hardware dies.

So, as chiefie suggests, please think of us, SOHO users. I'd be happy to pay an extra fee (nominal, insurance type) for the ability to have a fast turnaround for hardware related faults - express delivery of a new cable modem or someone to check if things are really clearly not network related.

I run an Exchange Server here (Geekzone is hosted with a provider in Auckland), and I only think what could go wrong if I had to wait for a cable modem replacement - no e-mails, no work done... That'd be terrible!






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  Reply # 72081 24-May-2007 15:23
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My main suggestion is more people on the phones. Last time I called I was told it was an hour to wait to talk to the technicians, or they'd call me back but that'd be in at least 48 hours - so far it's been more. I can't believe any business would say it will take us that long just to log the problem.


Also, I have intermittent issues visiting individual overseas websites, which others here can almost always reach and the people on the TC helpdesk can usually reach. I can use an anonymous proxy but that increases the risk of being online. I have no idea what the issue is, but i'd really like it resolved. Hopefully a technican will call me back this week so I can log the problems.




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  Reply # 72086 24-May-2007 16:11
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I joined TCL when they first cabled Lyall Bay in mid 1990's primarily because if $$$Rate and analogueTV recepition.
Now I'm on Digital TV, Phone and Broadband.

I have no problems with TCL standard service and help desk staff once you get through.
Its a really good service.

I agree with Chiefie's comment re new services required, eg HD
I really love the analogue signals over the cable (even though they are poor quality) because it avoids the need for a second STB. 

 
However the channel lock on Digital TV STB is not good compared to the analogue box.
From memory previously we could unlock or lock all flagged channel with one entry of password
Now we have to do it on a channel by channel basis which is a pain when kids flick around channel hopping.


I'd also like to see all FTA channels on Digital Tv if possible - eg Triangle

Lastly while I acknowledge that TCL want to rent 2nd Digital TV STB's or mysky equivalent in future to make $$$$$- given us tightwads are wanting to
- distribute digital tv to a second set and
- incorporate our existing aerials - freeview so we can record one and watch another -
so on your web site it would be nice if you had your suggested wiring / connection layout.

Also while you expressly state on your site that TCL are not involved in wireless network - the option of a wireless modem router and or suggest wireless routers and setup help would reflect I feel what many of TCL customers want to do but dont have confidence to try 





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  Reply # 72179 25-May-2007 10:45
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Nicola, you requested ideas for online improvements. I have one that I would have thought would easy and obvious but the new TV guide still does not do.

Searchable TV listings. There is no ability to do ANY kind of searching with the TV guide. This is very frustrating when you know a program is going to be on but have no idea when it is on.








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  Reply # 72194 25-May-2007 12:19
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Nety:

Nicola, you requested ideas for online improvements. I have one that I would have thought would easy and obvious but the new TV guide still does not do.

Searchable TV listings. There is no ability to do ANY kind of searching with the TV guide. This is very frustrating when you know a program is going to be on but have no idea when it is on.



You can search by keyword and genre at the moment.



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  Reply # 72196 25-May-2007 12:39
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I can see how you search by genre but can't see how you can search by keyword?







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  Reply # 72197 25-May-2007 12:54
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Even using genre it only goes by channel listings. So for example if you look under movies it just shows the movie channels. It does not show movies that are playing on channel 1 & 2.

For example, Cast away is going to show at some stage. What channel and what day? That is the kind of thing that I would like to be able to do.







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Reply # 72976 31-May-2007 10:37
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I worked for Telstra for many Years in retail and in Telstra Global,
reading this thread i can't help shaking my head in wonder.
Telstra as a whole has not changed in the 5 years since i have stopped working for them,
from the information provided in this thread.
Perhaps it's better just going low tech with Telstra and holding up a sign then maybe they might get the message!



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