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radiotech

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#20114 13-Mar-2008 19:10
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Would appreciate an official response from Xnet here.

Everytime I've had to call either Sales or (mainly) technical support, I've had hold times of at least 5minutes and sometimes up to 25minutes (like today!).

It's stupid. I know you guys have grown a heap - I think your the best provider available, especially with point of differences like charging for what you actually use data wise + VFX is great, saves money!

However, it's time you seriously look at increasing your tech support team 10x! I should expect to be able to call anytime with a max wait time of 90seconds.

I've heard email can get a quicker response than phoning up!


Final little rant - international bandwidth, no need to comment more apart from saying youtube.com & various int sites go soooo sloooowwww.

I love Xnet, will keep services WITH Xnet however I think these two issues need addressing soon if you wan't to keep the customers you steal away from Xtra!

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willnz
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#116443 13-Mar-2008 19:17
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5 minutes is a long wait to you? Sure, 25 minutes is less than ideal... but have you ever tried calling Slingshot's helpdesk? Expect to wait 2 hours+. 30 min+ for Xtra Broadband.

Patience is a virtue Tongue out. However, If you're calling for basic technical assistance (and can still access the internet), why not post here instead - there'll always be someone lurking around that will have a quick and simple solution to your problem, and it will save you waiting on hold. Be aware that WxC generally won't help with account related enquiries on the forum though, for obvious reasons.

radiotech

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  #116447 13-Mar-2008 19:22
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willnz: 5 minutes is a long wait to you? Sure, 25 minutes is less than ideal... but have you ever tried calling Slingshot's helpdesk? Expect to wait 2 hours+. 30 min+ for Xtra Broadband.

Patience is a virtue Tongue out. However, If you're calling for basic technical assistance (and can still access the internet), why not post here instead - there'll always be someone lurking around that will have a quick and simple solution to your problem, and it will save you waiting on hold. Be aware that WxC generally won't help with account related enquiries on the forum though, for obvious reasons.


At the end of the day, I shouldn't have to wait. Do I expect to wait 5minutes in a line at the supermarket? No, because (95% of the time) they bring on staff on demand.

Xtra I've generally not had a problem with - when dealing with them I normally get through in ideal time.

 
 
 
 


cokemaster
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#116450 13-Mar-2008 19:32
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willnz: 5 minutes is a long wait to you? Sure, 25 minutes is less than ideal... but have you ever tried calling Slingshot's helpdesk? Expect to wait 2 hours+. 30 min+ for Xtra Broadband.


In my experience, I've called during peak times and got put through almost straight away (xtra). I've found that Slingshot can take a while in the past (nowhere near that 2 hour figure), but lately (within the last week, I was speaking with someone within 3 minutes)

In saying that the only place I can see on Geekzone is WorldxChange with increasing hold times, with comments on increasing hold times and missing callbacks...




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radiotech

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  #116451 13-Mar-2008 19:39
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cokemaster:
willnz: 5 minutes is a long wait to you? Sure, 25 minutes is less than ideal... but have you ever tried calling Slingshot's helpdesk? Expect to wait 2 hours+. 30 min+ for Xtra Broadband.


Sorry, but I've got to question that. I've called during peak times and got put through almost straight away.

Even places like Slingshot have significantly reduced their times, the only place I can see on Geekzone is WorldxChange, with comments on increasing hold times and missing callbacks...

It just sounds like misaligned trolling if you ask me.


You can question that all you want - I've had to put up with being on hold for ages! Such a waste of time!

sbiddle
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  #116454 13-Mar-2008 19:43
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radiotech: I should expect to be able to call anytime with a max wait time of 90seconds.


I don't believe this is a realistic expectation for any call centre. Balancing staff load isn't an easy thing to do and staff costs a call centre are exceptionally high, hence the reason many companies are moving their call centre's offshore. Due to the large number of factors than can cause significant increases in call loads (with classic examples such as IE7 who's popup blocker caused huge support issues) trying to guarantee wait times is just an impossible task.

Would you be prepared to pay significantly more for service (and I'm not just talking about xnet, I'm meaning all ISP's and companies who you may deal with) to guarantee 90 second wait times?

I've been annoyed when I've rung WxC and waited as well, particularly with their on hold music!

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  #116455 13-Mar-2008 19:46
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Considering the way contact centres, go - they are measured using a lot of stats. Having a 2 hour wait or even a 30 minute wait (to speak to a person) time would significantly impact those stats, which regardless of the industry (telco, banks, general customer service, tax, service desks etc) generally would be viewed as unacceptable short of extraordinary situations (depending on what service levels they agree to etc).

I've had my share of being put on hold, but mostly after speaking to a person and then going off to do testing... but thats different from actually waiting to speak to a purpose.




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hellonearthisman
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  #116458 13-Mar-2008 20:09
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It's not a 111 service.  Also if the network does have a problem,  then the number of calls and wait times grow.

Still I would be happy if it was always faster than 10mins

 
 
 
 


exportgoldman
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  #116460 13-Mar-2008 20:23
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willnz: 5 minutes is a long wait to you? Sure, 25 minutes is less than ideal... but have you ever tried calling Slingshot's helpdesk? Expect to wait 2 hours+. 30 min+ for Xtra Broadband.


Hence why I arn't with slingshot
willnz: Patience is a virtue Tongue out. However, If you're calling for basic technical assistance (and can still access the internet), why not post here instead - there'll always be someone lurking around that will have a quick and simple solution to your problem, and it will save you waiting on hold. Be aware that WxC generally won't help with account related enquiries on the forum though, for obvious reasons.


XNET state that problems with their service should go through the helpdesk, and rightly so, the problems we hit cannot be fixed by peers (port resets etc) in a online discussion group.

I agree that their helpdesk has got long hold times now, I waited for 15-20 minutes today. Xtra's helpdesk has calmed down, I also called them today and got through straight away (less than a minute or two.)

I just hope they get their hold times down soon. :-)




Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

Kyro
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  #116462 13-Mar-2008 20:28

I don't really mind the wait times, what I hate the most is the non-24 hour Technical Support, as issue normally arrise after 8pm by which time its to late and you need to wait till the next day Undecided

radiotech

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  #116463 13-Mar-2008 20:29
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exportgoldman:
willnz: 5 minutes is a long wait to you? Sure, 25 minutes is less than ideal... but have you ever tried calling Slingshot's helpdesk? Expect to wait 2 hours+. 30 min+ for Xtra Broadband.


Hence why I arn't with slingshot
willnz: Patience is a virtue Tongue out. However, If you're calling for basic technical assistance (and can still access the internet), why not post here instead - there'll always be someone lurking around that will have a quick and simple solution to your problem, and it will save you waiting on hold. Be aware that WxC generally won't help with account related enquiries on the forum though, for obvious reasons.


XNET state that problems with their service should go through the helpdesk, and rightly so, the problems we hit cannot be fixed by peers (port resets etc) in a online discussion group.

I agree that their helpdesk has got long hold times now, I waited for 15-20 minutes today. Xtra's helpdesk has calmed down, I also called them today and got through straight away (less than a minute or two.)

I just hope they get their hold times down soon. :-)


I agree! By posting this I wasn't trying to have a dig at Xnet - I love them. However

a) I know some Xnet techs are reg's on this forum and would like to see a response to all this
b) I wanted to see if other Geekzone users are experiencing the same horrible hold times before being answered

camo786
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  #116468 13-Mar-2008 20:54
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I am Xnet FAN too --- Woohooo

You may well be getting through to Xtra fast these days, but thats because everyone left for Xnet

Anyone tried getting support from Philipino who has English as 2nd language and who primarilry trained for call centre rep, not for IT Support

There are a few dealers lurking on the forums too, they can help with technical stuff, applications, and sharing the love, I think good model for small ISP

Lots of End Users calling them direct is going to mean lots of support people

radiotech

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  #116471 13-Mar-2008 21:01
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I was at DSE a few days ago and one of the reps there told me the VFX units had been flying out like hotcakes - and that I would have to wait for the Linksys unit to be shipped in again....


Se7ensyns
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  #116485 13-Mar-2008 21:35
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I just moved to Fusion today (was already an exnet broadband user).  The first time I rang once my line went dead was 28minutes and this morning when my line was still not going I gave up after 20minutes.  I rang back later in the day and got someone straight away who by the way was extremely helpfull and new his stuff.  It is great to talk tech with a like minded person.

As for DSE and the devices there are no xnet enable devices in Wellington at any of the stores.  I got the last PAP2T from my local and the online resellars like pbtech ascent all have backorders.  It is interesting though as the DSE guy I was speaking to on the phone hinted about some decision DSE has made that he is not happy with in regard to Linksys so will have to see what happens.  from what I understand the PAP2T and the WAG54GP2 are end of line and Linksys are trying to get rid of them.  Rumour has it a new improved verison with less bugs is on its way.  Maybe maverick could confirm that (hopefully one with 802.11n would be good) Laughing

cokemaster
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#116493 13-Mar-2008 22:07
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camo786: I am Xnet FAN too --- Woohooo

You may well be getting through to Xtra fast these days, but thats because everyone left for Xnet

Anyone tried getting support from Philipino who has English as 2nd language and who primarilry trained for call centre rep, not for IT Support




Care to share more insider facts.....




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exportgoldman
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#116507 13-Mar-2008 23:37
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camo786:Anyone tried getting support from Philipino who has English as 2nd language and who primarilry trained for call centre rep, not for IT Support

I had exactly the same attitude to the Xtra Phillipino support desk, but having dealt with them now a handful of times, I now dread going through to the Xtra NZ helpdesk. NZ Helpdesk never, ever calls back when they promise to if they are waiting for something to be fixed. I always have to call them the next day.

While you have to speak a bit slower to the Phillipino helpdesk, they always call me back ontime, and do what they promise and they fix my problems. It is quite suprising, I think it's because there are so many of them and it's such a competitive environment that they are out on the street and easily replaceable, so they do everything perfectly. I must admit, it was weird getting port resets done on a local exchange with a person in another country!

Really belew my mind.




Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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