[WXC/VFX] Xnet Customer Service Let Down

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Xnet Customer Service Let Down

adventdesigns

115 posts

Master Geek

#19676 26-Feb-2008 12:54

I've always been a big fan of xnet and rarely have anything negative to say, however xnet's customer service is making me frustrated.

Over the weekend we had trouble with our broadband not connecting so we rang for help, took over 20mins for the call to be answered and the problem was still not resolved afterwards and was told to ring back if it didn't fix itself, another phone call and wait of over 15minutes we finaly get through to find out they had chased up the fault on the wrong line... Only took one more call with a wait of over 15minutes again to get it fixed, but 50mins+ in waiting to talk to someone is not something I want to do.

Now the internet is back up, but VOIP has stopped working, I tried ringing this morning but gave up after 25mins, If I leave a message I'm likely to be called back when I'm not at work and cant access the hardware directly...

I wan't better customer service, and preferably NOW as we need to use out phones!

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334 posts

Ultimate Geek

Trusted

WorldxChange

#113144 26-Feb-2008 13:34

We are working on resolving queue issues, more staff will be onboard shortly (currently in training).

I apologise for the longer than normal delays when contacting the Technical Response Team.

PM me with the details and I'll look into things.

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#113195 26-Feb-2008 18:49

Is this resolved ?

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

https://www.facebook.com/wxccommunications

hpj2007

117 posts

Master Geek
Inactive user

#113197 26-Feb-2008 18:55

There are still wait times and though its kinda a good idea to give out tips while you are waiting I find it rather annoying that every 5-6 seconds the music is interrupted and a tip is given. Whats the point of playing music interrupted every 5 seconds?

adventdesigns

115 posts

Master Geek

#113313 27-Feb-2008 10:19

Not resloved but I will send a pm with details now.

tangynz

4 posts

Wannabe Geek

#113346 27-Feb-2008 14:02

I know what you mean by the wait times been longer and the music interrupting every 5 seconds (was so annoying in fact i just left a message and waited to be called back).

Average wait time was around 12mins (on the weekend and earlier this week) but still beats the pants of other providers where 50mins plus on hold and still not getting anywhere.

Glad to hear more staff being trained as its a good selling point (we are a xnet reseller) that the wait time is usually less than 5mins.

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#113349 27-Feb-2008 14:05

adventdesigns: Not resloved but I will send a pm with details now.

don't have a PM yet ?

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

https://www.facebook.com/wxccommunications

Cameronn

334 posts

Ultimate Geek

Trusted

WorldxChange

#113352 27-Feb-2008 14:27

In the process of being resolved already.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

MikeGayner

183 posts

Master Geek
Inactive user

#113415 27-Feb-2008 20:48

I left a message last night for a techy to call me at work, got a phone call today, and he said he would email me some details about tests to run etc, no email as yet. Get onto it, Xnet.

ninjabear

460 posts

Ultimate Geek
Inactive user

#113461 28-Feb-2008 04:27

Yes..I also hope xnet employs more staff soon

I recommended a friend of mine last week to join xnet however the customer service kept saying to leave a number and we'll call you back.They never did.After been told 3 times with 3 calls which my friend made he went to join xtra.

I have recommended another friend to join xnet.Hope she gets xnet soon without problems

geek4me

843 posts

Ultimate Geek

Trusted

Lifetime subscriber

#113726 29-Feb-2008 11:06

As a happy Xnet customer I also recommended Xnet to my work colleague. He has tried calling Xnet sales twice this morning - now you'd think sales would answer quickly, even if Technical Support Help Desk keep you waiting. No such luck- after over 5 minutes he gave up waiting. Come on Xnet you'll lose new customers if you don't respond to sales enquiries in a timely fashion.

As I have said before perhaps Xnet have reached "critical mass". i.e. they are at the point where they have grown to where they can no longer cope with the number of calls received. This was not the case about a year ago when most calls were quickly answered.

Please don't go down the path of the big boys where customer service deteriorates as they/you grow.

itey

476 posts

Ultimate Geek

#113842 29-Feb-2008 19:32

Please don't go down the path of the big boys where customer service deteriorates as they/you grow.

such as orcon

insane

3242 posts

Uber Geek

ID Verified

Trusted

#114241 2-Mar-2008 22:14

I've been very happy with xnet for most of my time with them, but i guess people are now seeing the importance of the full service a ISP offers. You cant have the best of all worlds, cheapest prices, fasterst speeds and best customer service. Good customer service costs lots of money as a tech support person doesnt create $$ for a company. Call centers are normally cost centres not profit centres.

Does anyone know how many staff they have per 1000 customers? or how many call centre staff, (prov + tech) saff and how many customers?

Ragnor

8223 posts

Uber Geek

Trusted

#114245 2-Mar-2008 22:22

Can't even sustain a 5-15 kb/sec gaming connection to the US atm.. ffs.

I love how the network status on their website says: No problem mate

heretohelp

360 posts

Ultimate Geek

#114267 3-Mar-2008 04:17

just a quick note: every body chucking there two cents in so i thought i would have a go, i understand that xnet is overloaded because of their great new plans i accept the wait times are a little longer but please turn the music down it distorts and you carnt here it ither have music you can hear or turn it off and just have a ring tone, another suggestion is maby have a indercator that cuts in to give you an aproximit time wait or tell you what number you are in the que to be answered cheers

just thought i would toss in a little constructive critisium rather than just bagging like everyone else hapy with my service thanks xnet

Hu? did i do that?
16Mb (EDO RAM), K6-II processor, 2Mb of onboard graphics. 32k dial up modem. 12 speed CD ROM. 5¼-inch floppy drive. 500Mb HDD.

grant_k

3539 posts

Uber Geek

Trusted

#114291 3-Mar-2008 09:52

BrendonGyde: ...please turn the music down it distorts

YES! I second that.

And please change it to a different artist every so often. I'm a big fan of Crowded House, but there's only so much you can take without a change.

BrendonGyde: ...another suggestion is maby have a indercator that cuts in to give you an aproximit time wait or tell you what number you are in the que to be answered

Other companies like Ingram Micro and TelstraClear have this facility and it's very useful. You can see what (if any) progress you are making in the queue, and decide whether to give up, or keep hanging on.

BrendonGyde: just thought i would toss in a little constructive critisium rather than just bagging like everyone else hapy with my service thanks xnet

Yep, me too

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