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  Reply # 1114117 23-Aug-2014 15:30
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KiwiNZ: wouldn't the DSL service from Snap be the same?


He siad he moved to Fibre. if its CHC Vodafone dont do Fibre there.




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  Reply # 1114119 23-Aug-2014 15:33
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OK, hmmm




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  Reply # 1114220 23-Aug-2014 21:50
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I'm surprised vdsl was available. I thought that when fibre was available vdsl was not made available.

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  Reply # 1114222 23-Aug-2014 21:54
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larknz: I'm surprised vdsl was available. I thought that when fibre was available vdsl was not made available.


Nope,




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  Reply # 1114223 23-Aug-2014 21:55
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larknz: I'm surprised vdsl was available. I thought that when fibre was available vdsl was not made available.


That's what happens when it is a cable zone, which it isn't.




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  Reply # 1114224 23-Aug-2014 21:56
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larknz: I'm surprised vdsl was available. I thought that when fibre was available vdsl was not made available.


its a choice made by providers rather than chorus.

Vodafone for example, wont do ufb or vdsl, where there is cable.


often vdsl is more expensive than the 30/10 fiber too, so its kinda a no brainer to go fibre unless you were 17a territory... and even then, 30/10 is likely to keep most rather contempt. 




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  Reply # 1114284 23-Aug-2014 23:07
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I can get both fibre and VDSL where I live (note: not in Christchurch).

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  Reply # 1114309 23-Aug-2014 23:21
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How did that even get to TDR in the first place




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  Reply # 1114370 24-Aug-2014 01:42
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tehgerbil:

So you had a bad experience overall. Just quickly looks like:

50% - Chorus
20% - VF
30% - Other factors

So if VF was better (or another ISP with different service) maybe your experience could have improved by 20%. So 20% of the issues experienced does not really justify the topic title.

But I agree the overall experience is crap. Imho the telcos could put more effort into improving these issues which are often out of their control - yeah I know it requires some innovation - but I don't see how the distribution of factors justifies the topic title.

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  Reply # 1114372 24-Aug-2014 01:52
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gzt: 
But I agree the overall experience is crap. Imho the telcos could put more effort into improving these issues which are often out of their control - yeah I know it requires some innovation - but I don't see how the distribution of factors justifies the topic title.


i agree, if there were more telco reps out there, who were keen and happy to go the extra mile, instead of doing things like dropping false hope for a callback, and actually followed up on faults like 99% say they are going to... customer experience would be improved a fair bit.


if there is one thing i have gotten good at, its getting a feel for if the csr is going to do what they say, that single doubt about it, and the next day ill be ringing up to check on things.
Especially when its a uncommon or complex fault, there could be a lot of work done in improving the process.

Problem is, to improve that, iver more staff need to be employed, or they need to be more efficient at completing their job...

The benefit here is, when a csr puts themselves out there, they often shine really well.




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  Reply # 1114373 24-Aug-2014 02:04
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I have had particularly good callback from Telecom lately. IME they are very good at followup and verification. I don't think it is an individual CSR issue. Remember there are often multiple shifts within 24 hours so it is way more than just one person passing pieces of paper. There is a whole CRM system going on. The only thing that bugs me about telecom is the really long CSR scripts you have to politely wait for the finish ; ).

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  Reply # 1114374 24-Aug-2014 02:12
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Flickky: How did that even get to TDR in the first place


I'm guessing there wasn't any internal process for dealing with Chorus causing damage to customer property, or at least no escalation to someone who could make a decision.

Personally I would have just sucked it up and fixed the damage myself, however not everyone is capable of doing that, so I can understand where the OP is coming from.

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  Reply # 1114375 24-Aug-2014 02:15
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gzt: I have had particularly good callback from Telecom lately. IME they are very good at followup and verification. I don't think it is an individual CSR issue. Remember there are often multiple shifts within 24 hours so it is way more than just one person passing pieces of paper. There is a whole CRM system going on. The only thing that bugs me about telecom is the really long CSR scripts you have to politely wait for the finish ; ).


cant say i have had any problems with snap generally, and they do callback a fair bit - i dont have many faults though too.. so haven't given them a test out.... since moving last....

I expect, if a csr says, they will check in on this, and call back tomorrow... they will do it.

i have no problem with, if they arent working the next day, they arent working. they will follow it up when they are back in later in the week or whatever. Ild rather they did this, than turn around and and it off to someone who is basically starting at square one.


i disagree however, maybe im picky, but when you get a csr who simply goes with their script, doesn't really know what they are talking about if they need to go off it to resolve or explain an issue.. it gets me rather riled up.. if you cant support the fault the end user is having.. shouldn't you be pushing it up to the next level support rather than feeding a bunch of rubbish?


The second thing i disagree with, is what seems a lack of training, particularly in areas such as VDSL, where csrs just seem clueless especially when it comes to the basics of what DLM is and how it works on a line.. Maybe it isnt a lack of training, and simply something else.. but none the less.
I guess this is one point i have a bit too much of an active interest in though...

insane:
Flickky: How did that even get to TDR in the first place


I'm guessing there wasn't any internal process for dealing with Chorus causing damage to customer property, or at least no escalation to someone who could make a decision.

Personally I would have just sucked it up and fixed the damage myself, however not everyone is capable of doing that, so I can understand where the OP is coming from.


I agree.

I would have just fixed it myself too..

but if i was there, saw the tech do it, and try to leave it in that state, ild certainly be unimpressed and kindly requesting they finish their job, or atlest leave it in the state they found it in.


I Liken it to a Builder working on your house, and they accidently cause damage, you would expect them to fix it..




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  Reply # 1114376 24-Aug-2014 02:26
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I don't really mind CSR script if it works. Scripted and charted can be very high quality or insanely bad. Also it's what happens if the script does not cover something. Sometimes this can be repeat the script repeat the script. With Telecom I've often had a CSR say "I don't know the answer and I will call you back in x-y minutes". And they do. This ownership policy seems to minimise issues, because it is not passing it on. Btw, no one should read into the above any criticism of VF at all. Just past midnight and totally off topic here ; ).

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  Reply # 1114377 24-Aug-2014 02:32
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gzt: I don't really mind CSR script if it works. Scripted and charted can be very high quality or insanely bad. Also it's what happens if the script does not cover something. Sometimes this can be repeat the script repeat the script. With Telecom I've often had a CSR say "I don't know the answer and I will call you back in x-y minutes". And they do. This ownership policy seems to minimise issues, because it is not passing it on. Btw, no one should read into the above any criticism of VF at all. Just past midnight and totally off topic here ; ).


I must say, the last time i had the pleasure? of Sparks csrs, was back in the Xtra days..

a CSR taking Ownership, is exactly what i expect to see, your experience is something i have not had, Often i will get passed over to someone who does know however..

Vodafones, up until about 1 and half years ago.

Thus i personally dont find it fair to say oh, i like X reps, they are far better than Ys reps. In that time, a management change may have worked wonders.



Maybe next fault family members have, ill have to go and try?

Its not like badgering on about it on the internets is going to bring any change!




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