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Topic # 15202 9-Aug-2007 13:14
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[RANT]

So a couple of weeks ago or more, I signed up for broadband and phone with ihug - I went with ihug because they were doing 3 months free, and I like their Broadband 3 plan. Anywho, a few days later, I'm promised internet and phone on the following Monday. That Monday the phone is on, but not the internet. Of course I call them to find out what is going on, they tell me it'll be on the next day, on the next day, etc for about 4 days. Then I find out they nerfed the BB3 plan, so I told them to shove their BB connection, but I'll keep the phone rental.

The same day, I phoned XNet to get BB organised with them. This was to turn out to be no less a painful experience then with ihug. I carefully explained the situation on the phone, and warned them it's possible ihug will have already connected me. A few days later, I get an email from XNet, telling me there's going to be a delay becasue I've already got a BB connection with another supplier. Ugh. But that's OK, I can deal with that. After speaking with a person on the phone, I'm assured my connection should ideally be up that same day, if not the next.

It's not up that day, so I'm happy to know it'll be up the next. Well, the end of the next day comes, and no sync, so I phone them again. After giving my details I'm confronted with "OK, your connection is ready to use". WTF? Telling me it's ready to use when it's clearly not? Are you serious? Anyway, I tell him it's not, and he assures me that if it's not on today (at 6.45pm), then it'll be connected the next day - he promised this would be the case, and told me to phone him back at lunch time if it's not.

Well, it's lunch time, and no connection. So I phone back and get an utterly rude, unsympathetic, uncaring and unapologetic person named Linda (I think). I again give my details, and she says "well, your connection is all ready to be used". FFS, this sounds familiar. I tell her it's not, so she goes and speaks to someone else on the team. Again, she's promising it'll be up tomorrow, but I have my doubts.

How hard is it to give someone the right date? Or at least not promise what you cant deliver. I'm pretty pissed off right now, and am currently giving XNet a B- grade. Lets hope the dont slip to a D.

[/RANT]

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  Reply # 81722 9-Aug-2007 13:25
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You must admit it gets complicated by having arranged connection/disconnection instructions with 2 different ISPs which communicates with a 3rd party (Telecom) to do the actual work.  But I feel your pain...




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Master Geek
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  Reply # 81723 9-Aug-2007 13:29
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I certainly understand the difficulty - however, they should be more careful about what they promise, and ensure it reconciles with what they are able to deliver. I have the personal assurance of a phone lacky that my connection will be on tomorrow - but I had the same thing yesturday...


 
 
 
 


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Reply # 81725 9-Aug-2007 13:37
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Gees whatever happened to good ol customer service?? Maybe you may have to speak to any managers that they available because frontline staff just arent cutting the mustard!! Hope all goes well.....

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  Reply # 81726 9-Aug-2007 13:38
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The other thing to check here is that either:
1. there is no fault on the line
2. if this line has previously had broadband (before you moved there), there may have been a full install on the line. So if Xnet / ihug say it is connected - check all jack-points in the house.




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Master Geek
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  Reply # 81733 9-Aug-2007 14:24
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Both ISP's have already conceded the job simply isn't done.

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  Reply # 81739 9-Aug-2007 14:59
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Hello Mike,

Check your PM's please so i can dig into this and get it sorted for you.




Nicholas Cuc

Network Support
WorldxChange Communications
www.xnet.co.nz





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Master Geek
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  Reply # 81747 9-Aug-2007 15:14
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Prior to receiving Griven's PM, I receievd an email back from an XNet staffer explaining the situation, and also apologising and offering my first month free. She was polite and helpful, however, it seems internet providers in this country just cannot help fobbing their problems off to Telecom. I dont want to hear if you believe it's Telecom's fault - I dont even have an account with Telecom, so as far as I'm concerned, they're simply a subcontractor of your business, and simply an extension therein. It's entirely inapproprate for a service provider of any sort to tell their customer's it's someone else's fault - you're the one receiving my money, so take ownership of the problem yourselves.

Again, I have a promise of a connection tomorrow, but I'm remaining sceptical until I'm actually using the connection.

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  Reply # 81750 9-Aug-2007 15:25
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Hi Mike,

I was included in the email you received and we do apologise for the holdup and have followed up with the appropriate people as to why this happened.  Unfortunately the situation was out of our hands and you were given the best information we had at the time, this is not a common occurrence, what happened with your order was certainly not anything I've seen before and should never have happened.

I believe the email sent to you gave you a timeline of what happened and the information you were given although it does seem messy was unfortunately what we had at the time for your connection.  I'm more than happy to discuss this further with you if you want any more information.

Thanks,

Wendy



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Master Geek
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  Reply # 81769 9-Aug-2007 16:49
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XNet are certainly communicative, which is nice. I quite believe it was out of their hands, but that's hardly mitigating for the end user, particularly one who doesn't even pay a Telecom bill. I certainly appreciate XNet being so communicative about the issue - quick email responses, and never waiting on the phone for more than 4 or 5 rings is nice. Beats ihug's (my provider for the past 7 or 8 years) 40 minute wait times and hopelessly inept staff members.


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  Reply # 81808 9-Aug-2007 21:02
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Mike I feel for you, However, to be fair it's probably not Xnets fault. I know when I moved from Telecom to TC, Telecom turned of my BB, and Telecom do things in their own good time no matter who leans on them.
 It took 2 weeks to get it back on in spite of calls from me, Xnet and TC to Telecom almost daily. Probably why the govt is taking them to task. I think that you will find that once you get your BB on, and if you have a problem that is under xnets control they are very helpful and even better when you ring them the person you talk to actually can usually fix your problems. All I can say is hang in their, believe me I know how frustrating it can be.



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  Reply # 81928 10-Aug-2007 16:56
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Well it's 5pm and still no sign of broadband, despite personal guarantees from two staff members that it will be on today. Hopefully the next post here is made from my home computer between now and 7pm, but I'm not confident.



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  Reply # 81947 10-Aug-2007 19:19
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Unsurprisingly, XNet have failed to deliver on a promise. But what's much worse is the phone call I just had with one of their idiot lacky's named Brian. I phoned up, agitated but composed, trying to find out what was going on. As usual, he was completely unhelpful and unknowledgeable, simply pushing back the deadline instead of trying to solve anything. I asked him if I could speak with a manager, which he flat out refused. After becoming quite annoyed he asked, "Do you want my honest opinion on the situation?", and I of course replied that I did. He then started a rant about how he doesn't care about me or my opinion, and will "not lose any sleep if your problem isn't solved". After hearing this, I lost it, and called him a "right a**hole". He responded by saying - "Hey Chris - F*CK you". I was gobsmacked. I absolutely couldn't believe any customer service person in any capacity could treat customers in this way. I'm absolutely disgusted by this ISP - I cannot understand how so many people can rate their service so highly.
This is by far the worst experience I've ever had with an internet provider.

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WorldxChange

  Reply # 81952 10-Aug-2007 19:48
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Hi Mike

We absolutely do not condone this type of behavior from our support staff and obviously apologize unreservedly to you for this, the staff member has been spoken to already, he is extremely upset and disappointed in himself that this has occurred during this heated conversation with you, we will now be dealing with the matter with managers on Monday.

As for your connection I will state that a lot of time and effort has been put in by our staff trying to get your connection up and you have had a been told what the issues were, when we make mistakes we freely admit them as we are all human, however due to the nature of your particular connection it is causing a problem however from the time the order has left our system the work is actually carried out by a third part in this Case Telecom or their Contractors, it had been flagged as an urgent connection as well and at this stage we are reliant on them carrying out the work, 99 out of 100 connections go well , I'm afraid yours is the exception and all we can do is apologize, we feel as bad as you do as we take personal pride in our support to our customers and this is not good for anyone.

Regards
Phillip Moore
Operation Manager
WorldxChange Communications.




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

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  Reply # 81959 10-Aug-2007 21:06
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maverick: 99 out of 100 connections go well


I can testify to what happens 99% of the time.  Was told it would take 2 to 3 days to get connected, was on-line the next day.  So far the only other complaint I've heard about XNet is regarding their anti-piracy policy (let's not go there again!), never about bad service.  Mike, what part of the country are you in?




You can never have enough Volvos!


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Reply # 81988 11-Aug-2007 11:53
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OOOhhh wow this is poor!!! I have worked in Customer Services for more than 5 years with a telecommunications company, and I have never once replied how this customer service rep has!!! I understand that he may have been frustrated in some way but this is no excuse for the poor service provided by the rep. Challenging situations are part and parcel of working in the front line and I really do hope that someone really does get this sorted out for you SOON!!! Did the rep explain why he couldnt put you through to a manager?? This was a totally unacceptable response from the rep and do i hope that something does get done about this.....I usually call my ISP to get assistance, not to get sworn at!!!

Good luck Mike and let us know how you go.




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