[WXC/VFX] Xnet helpdesk

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brianthomas

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#19005 1-Feb-2008 12:19

Used to be very good there was hardly any wait time. And I now just waitied for 20 mins and gave up. Is it because of the Fusion demands going up?

richms

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#107998 1-Feb-2008 15:38

Agreed, I had to wait till just the end of november rain last time I called. the guy definatly sounded under pressure to get off the phone as well so I think that they are just seriously overworked.

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Niel

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#108015 1-Feb-2008 16:35

Send them a help desk e-mail if you want things sorted. I've asked for my e-mail alias to be converted to a full e-mail account. I sent the e-mail Sunday evening and it was done Monday afternoon even though it was Auckland Anniversary. For everyone it is quicker dealing with e-mail rather than listening to someones long story over the phone. My wife is a mechanical engineer that used to do support for SolidWorks and ProEngineer, dealing with customers over the phone is the worst part of the job.

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nate

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#108027 1-Feb-2008 17:44

brianthomas: Used to be very good there was hardly any wait time. And I now just waitied for 20 mins and gave up. Is it because of the Fusion demands going up?

Being the only ISP at the moment that can offer naked DSL, you can understand WxC is very popular at the moment :)

I know their sales team are very busy with Fusion enquiries, did you have some questions or are you looking at signing up?

manhinli

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#108029 1-Feb-2008 17:53

nate: Being the only ISP at the moment that can offer naked DSL, you can understand WxC is very popular at the moment :)

Not true, but WxC is popular at the moment.

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#108030 1-Feb-2008 17:55

manhinli: Not true, but WxC is popular at the moment.

Whoops, my mistake.

Niel

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#108033 1-Feb-2008 18:11

Another example of how efficient the e-mail support is. Last night at 9:48 I've e-mailed the sales team with a request to change my plan to Fusion and this morning at 8:49 I got a reply with the form I need to sign and return to them.

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#108035 1-Feb-2008 18:16

A lot of the email queries can be answered with templates. It is important to remember that if you are providing a helpdesk, that even if email is there, answering the call within a reasonable period is still expected.

Unless you are the IRD.

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hpj2007

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#108037 1-Feb-2008 18:25

You could try eMail like others are suggesting but eMail support has been bad for me atleast, i made an inquiry about my account and it has been 1 week almost and no reply back from them. So its a bit surprising some of you are getting quick email support - maybe you are asking stuff that can be answered using templates.

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#108039 1-Feb-2008 18:53

With e-mails I simply give all the information they need and make it clear what action I am requesting. But I'm an engineer and used to writing specifications!

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geek4me

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#108040 1-Feb-2008 18:57

Maybe Xnet are at the point where customer numbers plus potential customers calling are reaching "critical mass". The point where too many are calling for them to cope? I have noticed longer delays in getting a response.

Remember when TelstraClear was called Saturn? Telephone response times were good way back then too when I first joined the fledgling Saturn. As company customer numbers grew, telephone response times increased, particularly when TelstraClear took over. Please ... let's hope that it is not the same with Xnet as they grow (which is fantastic) - that customer service slips.

hpj2007

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#108042 1-Feb-2008 19:11

Niel: With e-mails I simply give all the information they need and make it clear what action I am requesting. But I'm an engineer and used to writing specifications!

Well I'm an engineer as well.

Anyway I got the problem solved I rang up a while ago and finally got through to a guy who sounded like he had a sore throat and just wanted to go home

. They are probably going through a tonne of emails to see mine. I feel sorry for Xnetters.