[WXC/VFX] Not so good experience with xnet

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adventdesigns

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#18878 28-Jan-2008 09:11

Ok so I'm a big fan of xnet and they have always been helpful and quick to respond, however since I've changed to fusion I was planning obviously to use VFX, I've had fusion for over a week now and have rang countless times to try and get my vfx connected.

Every time I've called I have been asked to leave my number and someone would get back to me... No one has.... So I thought I'd give it one last try this morning (9.00am) only to hear a message saying the hours are from 8am and to leave a message, now i clearly rang after 8am?

So I have no phone line, I am paying to have my number held on customer link... when will someone get back to me?

Michael Mitchell, Web Developer and Director of Advent Web Solutions

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#107108 28-Jan-2008 09:25

adventdesigns: Ok so I'm a big fan of xnet and they have always been helpful and quick to respond, however since I've changed to fusion I was planning obviously to use VFX, I've had fusion for over a week now and have rang countless times to try and get my vfx connected.

Every time I've called I have been asked to leave my number and someone would get back to me... No one has.... So I thought I'd give it one last try this morning (9.00am) only to hear a message saying the hours are from 8am and to leave a message, now i clearly rang after 8am?

So I have no phone line, I am paying to have my number held on customer link... when will someone get back to me?

Remember today is a public holiday in Auckland so like most companies they're probably operating on different hours.

maverick

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WorldxChange

#107109 28-Jan-2008 09:26

Sorry it is a public holiday in Auckland today, the Auto Messaging should have said 10.00am.

Do you have a VFX number now, or are we waiting for a Number Port ?

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

https://www.facebook.com/wxccommunications

maverick

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#107111 28-Jan-2008 09:34

Hi again Michael,

I took a look at what I think your account is, without exact details, I do see you do have a VFX number assigned to your SPA2102, so are we just waiting for a number port now ?,

Update: Also note that this number is up and running so you do actually have a VFX line at presnt and it's online, so I am guessing that we are waiting for the number port now , we would have put in a date and time to do this with you . do you have a date for the number port ?

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

https://www.facebook.com/wxccommunications

adventdesigns

115 posts

Master Geek

#107147 28-Jan-2008 10:53

Arrrh no, this is probably where the confusion is coming in and why no one is getting back to me, I have two accounts with xnet, one for work and one for home. Work is fine, we have vfx here and we are using a vfx number with no port which is fine.

At home however, I have fusion with no VFX, I need VFX on that line and then the old number ported.

Also, with the change to the VFX control panel, what is my login name? I can't seem to login any more.

Thanks for the help Mavrick you are brilliant with your reponses.

Michael Mitchell, Web Developer and Director of Advent Web Solutions

maverick

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#107154 28-Jan-2008 11:47

Argh Okay,

I see the other account I think...we don't have any details about a a device yet to put VFX on at this stage, not 100% sure just looking at some details which I think may be yours.

So what I will do is make sure tomorrow one of the sales team get in contact with you, if you have the details on the device and MAC it should be easy to get you up and running on a VFX number and then we can port your number, this will take a few days, but we should be able to get you up pretty quickly.

Can you PM a contact number for you tomorrow so we ensure we do get hold of you please.

As for the portal, did you see this ?

http://www.xnet.co.nz/cgi-bin/status.cgi?id=356

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

https://www.facebook.com/wxccommunications

marmel

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#107158 28-Jan-2008 12:09

I rang last Wednesday to get fusion and am still waiting for a call back.

I'm not posting this to get bumped up the list or anything but maybe xnet could "re-distribute" some staff to sales, hell get the cleaning lady on the phone if necessary.

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insane

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#107164 28-Jan-2008 12:33

I got a call today from jodi.. although i missed it :( but i did get a message.

and that was today.. so i guess someone was there making calls.

They have gotten hammered with this whole fusion thing... good things take time :)

adventdesigns

115 posts

Master Geek

#107168 28-Jan-2008 12:46

I took me a while to get called back for fusion too, but they have got a huge influx of people signing up or changing to it so its understandable.

Thanks for the help maverick your a legend amoung men.

Michael Mitchell, Web Developer and Director of Advent Web Solutions

adventdesigns

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Master Geek

#107394 29-Jan-2008 14:03

Ill have to eat my words on this one, Maverick was so helpful on this and it just goes to show that xnet is full of people like him who are willing to go the extra mile to get things done.

Michael Mitchell, Web Developer and Director of Advent Web Solutions

marmel

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#107412 29-Jan-2008 15:48

Well still no call back for myself, tomorrow it will have been a week. I understand that Monday was a public holiday but thats still not acceptable in my book. Customer service is such an easy thing to get right but in New Zealand so often got wrong. How hard is it for a 1 minute courtesy call to say Hi and you are still on the list etc, hope to get to you in a day......

This was one of the reasons I left Ihug, no response to calls.

maverick

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WorldxChange

#107432 29-Jan-2008 17:53

Send me your details and I will chase up and see where we are at with your application / call back

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

https://www.facebook.com/wxccommunications

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marmel

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#107434 29-Jan-2008 18:35

maverick: Send me your details and I will chase up and see where we are at with your application / call back

I appreciate the offer but as I said earlier in the post I'm not posting my views to get bumped up the list. I'd rather you send an email to your sales staff to say "Hey if you have any call backs that youv'e had for more than 3 days send them a quick email".

I have posted in the forum before with a good customer service experience with wXc , wouldn't be a balanced forum if people didn't post the bad experiences too.

maverick

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#107435 29-Jan-2008 18:44

Fair point

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

https://www.facebook.com/wxccommunications

stevonz

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#107547 30-Jan-2008 14:47

I've been a fan of xnet too, and have even convinced a few people to join up.

Attempting to get the mother-in-law off the dial-up and have volunteered to orgainse things for her. Rang xnet... nice long hold so opted for the callback option - could barely understand the CSR... > 24hrs later still no call back.

Called sales again... waited ~5mins... opted for the callback option again. Nice helpful CSR, yes I am in the callback queue - 150 callbacks still pending. Unsure when I'll be seen too!!!

Maverick, seems xnet has been the the victim of its own success. GET SOME MORE SALES STAFF or something... the reasons I sang my praises about xnet was in part because of your service. Now just another big ISP???

Ho hum.

maverick

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WorldxChange

#107548 30-Jan-2008 14:57

Not quite true I think,

Yes at present we are slow in the sales response, normally people complain about the level of actual support not sales, Fusion is extremly successful at present and the level of interest is huge more than we expected, the product itself with the setup with Telecom is actually quite difficult due to it's complexity so getting this setup is also taking time, we are working on it and trying to address the issues, staffing, longer hours etc,

But I would state that these are actual Sales issues not support issues so our direct support of customer issues is still there, There is just a huge influx of Fusion customers at present and our sales callbacks is behind we admit, as I said looking to address it, also we expect over the next couple of weeks for sales to normalise out for Fusion (Personally I hope Not

) so less pressure on the queues and sales teams to deal with signups. But we are looking to address this and points are noted.

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

https://www.facebook.com/wxccommunications

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