[WXC/VFX] Poor Customer Service from Call Centre.

Forums › Vodafone New Zealand › [WXC/VFX] Poor Customer Service from Call Centre.

damgl0bal

11 posts

Geek

Topic # 18187 31-Dec-2007 18:49

I phoned WxC earlier today because I wanted to be able to sign into accounts online to check my account balance online. Initially I phoned the residential number (0800 123 123) and feel like I had participated in a game of ping-pong.... Only I was the ball!!!

This is how their friendly game of ping-pong started off:

I phone WxC on 0800 123 123 and wait in their queue for about 2 or 3 minutes to sign up for Accounts online, am told that I would need to speak with the technical department, and then they transfer me to the technical department. - Ping

After I wait in their queue for roughly 2 or 3 minutes to get through to this cell centre, explain what I want, they tell me that I need to speak with customer service, and transfer me back to customer service. - Pong

[Five minutes of waiting in the call queue passes] I'm speaking with a representative from the customer service centre again. I tell the girl that I want to sign up to check my accounts online, she tells me that the customer care team will need to advice me how to proceed with logging in, and transfers me to the customer care team. - Ping

I wait for 3 or 4 minutes in their queue, get an operator who says the technical department need to help me with this, and transfers me to the technical department. - Pong

Once again and for the last time I’m in the technical department call queue. I decide that I’ve had enough of being mucked around. After waiting in the queue for another 4 or 5 minutes, I get an operator and ask him to put me through to a manager who tells me that he is unable to transfer me to a manager at this time and asks if there is anything he can help with. So I went on to give him the run down on the fun customer experience that I have just had.
After I was done he apologised and agreed that this wasn’t very good.

He explained that I was mean to sign up for the service online. However, because I had such poor service from the previous operators, he would complete the request on my behalf.

When others fell short the last guy I spoke with was helpful and got what I wanted done. I can only hope that if I need to contact WxC again that I’ll get better customer service.

adventdesigns

115 posts

Master Geek

Reply # 102469 1-Jan-2008 12:41

Sounds like a game telecom (used) to like playing, I say used to because I havn't had a problem with them lately. This is a bit of a let down from WxC though.

maverick

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WorldxChange

Reply # 102494 1-Jan-2008 16:18

No excuses to offer, my only comments to add to this are we will always try to do our best and sometimes our service may not be great or up to someones expectations, this could be due to misunderstandings , lack of training staff not exactly sure how a request should be handled or other variables, we do how however look to learn by feedback but without knowing dirrectly how this was handled by our staff I don't have nay answers as to why you were moved from rep to rep. all I can hope is that your next experience with support will be better.

I am glad however that one of the support staff did own the problem when you explained you were getting passed around and resolved it for you.

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

https://www.facebook.com/wxccommunications

stu28

245 posts

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Reply # 102990 5-Jan-2008 01:55

Another example: http://www.pressf1.co.nz/showthread.php?t=86116 of poor Customer Service from Xnet / WorldxChange Call Centre.

maverick

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WorldxChange

Reply # 102999 5-Jan-2008 08:04

Actually I rememeber this, and a few things that are not explained in that post,

1. The connection that they were on was very poor, dropping an awful lot of packets
2. They appeared to have a router issue as no messaging was geting back to the Device
3. They also didn't want to work with us to get it resolved, and didn't want to listen to the explanations on the connections between the connection and VOIP and the router not passing the Signalling.
4. Also we do not Telemarket VFX, Tolls yes we do and from a New Zealand call center btw

but NOT VFX

This customer has also emailed us directly saying that they don't think our Service is very good and listed this issue, we can't that opinion as they have said they have moved on.

There are always 2 sides to a story STU28

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

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Niel

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Reply # 103047 5-Jan-2008 15:55

Statistically you need at least 20 random samples to get an indication of trends. That means you have to take 20 random customer's feedback to get an indication of service quality. If you want to see how well problems are resolved, then you have to look at 20 help desk requests. It is no good pointing out only 2 or 3 complaints and saying WxC is a poor performing company. Without actualy data you just can not make such conclusions. (You also can not say it's a good company unless you have the data.)

On a forum you typically find people either complaining or asking how you do something. In the WxC forum you actually find a number of "good on you" posts and a few suggestions, but seldom do you find real complaints. There is the odd issue that they simply can not resolve over the holidays, but still their staff do make an effort to read what we write and post replies. Overall, looking at the types of posts I would say that WxC is not too bad.

It would be interesting getting real data to do some statistical analasys, but then to be fair you would need it from the other ISPs as well.

On the Telecom Wholesale web pages I've found that they aim for ADSL up-time of only something like 95% (have to find it again to get the exact number, but not very good). I would say it appears that WxC is doing a lot better on their side even with this recent problem of capping speeds.

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cokemaster

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Reply # 103050 5-Jan-2008 16:11

Niel:
On the Telecom Wholesale web pages I've found that they aim for ADSL up-time of only something like 95% (have to find it again to get the exact number, but not very good). I would say it appears that WxC is doing a lot better on their side even with this recent problem of capping speeds.

I think that will be bending the stats a bit (of this this is nothing new when it comes to fanboyism). I would be sure if the stat was 95% that the goal was to achieve 95% uptime or better. Which is a big difference from aiming for 95%.

There are many factors that can affect uptime - line quality, work being done on equipment/lines, power (always help since the DSL modem runs off the mains), customer habits (how can you accurately measure uptime if they disconnect/turn off the modem?), trolling, helpdesks (Orcons stunt of advising people to turn their modem on and off during tests upto 50 times a day) and much more.

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maverick

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Reply # 103073 5-Jan-2008 19:06

Actually some good points Niel & Cokemaster,

Niel I agree with you here totally, we know that we are not going to satisfy every customer when it comes to handling their issues (Boy how I wish we could) you have to get a balanced view as you suggested, but it's just not possible to please everyone. Sometimes customers don't like the answers, don't fully understand or we may make mistakes etc and now having a active participation in a forum like Geekzone we can open ourselves up to public scrutiny based on that customers experience but as I have said before we have to take the bad comments along with the good like we see by damglobal post, and we are happy to do this as it does allow us to look at the constructive comments, and we do like the constructive way Geekzone is run it doesn’t allow feedback to be over the top or not constructive, we don’t want fully biased views it distorts the truth and we are not about that, we want to listen to our customers and listen to their comments in a fair and open way, we won’t always agree and respond the way some people would like to some of the things put to us, but we do try and learn by our mistakes and improve our quality of service to our customers when there is justified issues raised,

Thats the one thing I suppose that we can guarantee and one of the things that makes us different we believe from the others, if we ran our own forums we could control the threads ban posters and delete threads when services are criticised or even compared with other services but then we would would be out of touch like other companies and as our motto says "were just not normal"

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

https://www.facebook.com/wxccommunications

crichton

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Reply # 103130 6-Jan-2008 11:04

Call centres will often get complaints. It's natural to have delays when at times you get 50 people trying to call two or three operators. No company can afford as many operators as they have customers! It's also to be expected that you don't get the highly specialised technical expert each time you call. Again - no company can afford to have every call answered by a highly specialised technical expert.
All of which is why I don't use call centres very much. (Ping pong is better with bat and ball rather than by phone.) I prefer to email or fax and wait patiently for a response - which in the case of Xnet is reliably expert and prompt (within specified service times).
How about a New Year resolution everyone - "each time I phone a call centre I'll remind myself that there are 50 others calling at the same time and at least 25 of the inquiries are more urgent than my own"
Happy New Year!

damgl0bal

11 posts

Geek

Reply # 105108 16-Jan-2008 00:58

Maverick,

Could you please look into the this for me? I've sent xnet an email on Janurary the 9th. However, it seems to have been ignored.

Still unable to login to check my invoices online.

Cameronn

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WorldxChange

Reply # 105119 16-Jan-2008 08:14

damgl0bal: Maverick,

Could you please look into the this for me? I've sent xnet an email on Janurary the 9th. However, it seems to have been ignored.

Still unable to login to check my invoices online.

I've found this email this morning and apologise for the delay responding to it. Please advise whether or not you have received the response.