[WXC/VFX] Customer Service let down.

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Stu

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#22255 22-May-2008 08:48

Weeks ago, I signed a customer up to Xnet using the online process. No contact from Xnet.

As Xnet were having 'problems' with peak speeds, I didn't push the issue and suggested to my customer that Xnet were rather busy, which was accepted and not a problem. On Tuesday, I phoned the Sales team at Xnet and was advised they had no record of the online application. So why did the application appear to complete successfully?

I asked the rep to contact my customer to sign up the account, and was told it would be done the same afternoon. It didn't happen. And they didn't receive a call yesterday either.

It seems Xnet have enough customers. So I guess I should stop sending people their way.

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#132469 22-May-2008 08:59

If you send me the details I can take a look and see what the story was, if you have the reps name it will make it easier for me to track down.

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

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#132472 22-May-2008 09:11

I've mentioned this a couple of times (and a few others have too). The online form really needs some system that will raise a ticket number, and send a confirmation back to the customer. This would make follow up so much easier.
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#132485 22-May-2008 09:41

maverick: If you send me the details I can take a look and see what the story was, if you have the reps name it will make it easier for me to track down.

PM Sent, Cheers!

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#132488 22-May-2008 09:46

coffeebaron: I've mentioned this a couple of times (and a few others have too). The online form really needs some system that will raise a ticket number, and send a confirmation back to the customer. This would make follow up so much easier.
Cheers

This would also give a better indication that your application had in fact been accepted by the system and sent somewhere. An excellent suggestion in my humble view.

Cheers

maverick

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#132514 22-May-2008 11:09

Thanks for the info, taking a look now.

Thanks also for the feedback, don't have an answer for you on this yet but something we will look at.

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

https://www.facebook.com/wxccommunications

RedJungle

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#132518 22-May-2008 11:45

Some feedback for you from my experience signing up online recently.

I decided I wanted to switch over to XNet, so off to the sign-up form I go. The sign-up form asks for your 7 Digit Telecom account number. I have a IHUG (now Vodfone) home line and as such didn't have a 7 digit number. The field is required and unskippable, and won't accept the shorter IHUG account number. So I was stuck.

So I rang the helpdesk to ask how to proceed, and was informed by the CSR to 'just enter TelstraClear' in the box. The CSR seemed in a hurry.

Unfortunately the box is also validating that the input is numeric and won't accept letters. So once again was stuck. I tried to call the helpdesk again but was this time greeted with a message along the lines of 'Sorry we can't take your call right now due to an emergency evacuation in progress'. That explains why the CSR was in a hurry anyway!

I decided to just use the callback request form instead. Several days later I got a call back and was signed up over the phone fine.

So, a couple of thoughts:

1). This probalem could have been avoided by having either an additional option to select another telephone provider, or even simpler by having a 'Notes' field.. had this been there I would have just entered any old 7 digits and then given my real account info in the notes field.

2). I ended up having to call the helpdesk again to get my login details, as the e-mail containing all this information was sent to my new xnet e-mail address which I did not have access to until AFTER the switch-over - which I couldn't do until I had my login details! Perhaps you could ask what e-mail address to send this to during sign-up?

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#132532 22-May-2008 13:18

Thanks again fo the feedback and we agree a confirmation reference number would be good for all , just had some discussions and will be working on an email notification with a reference number, hopefully we may be able to have something reasonably quickly....no I will not give a date been burned by that already

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

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maverick

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#132678 23-May-2008 06:39

Just an update on the original issue, this was our fault entirely it wasn't related to processes or anything like that it was just due to human frailty, it was one of those issues where it will occasionally happen due to us just being human, we do apolagise for this and and have contacted the customer and all should be fine now.

Second we are progressing on the suggestion for confirmation details on signup, so more to follow on this one.

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

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#132686 23-May-2008 07:31

Some feedback on this also as I had previously filled in the online form to not hear back at all and with no confirmation e-mail etc it is a little frustrating. Good to know things will change in regards to that.

I then decided to call to see what I could do over the phone to ensure I get my net setup asap (been waiting since Easter for my Linksys router as they have been in short supply NZ wide as we are one of the main distributors) and I've been without internet since then!

I was on hold for about 2 songs... not too sure exactly as I don't mind being on hold while at work as I just chuck it on speaker phone until someone answers so no issue there and then I setup everything over the phone which I believe has just been implemented and recieved an e-mail around 15 minutes later with my new phone number (which I even got an option of 10 different numbers).

Will post here again once my net is actually setup, 6-10 working days I believe however with around 300 Linksys routers shipping out to customers in the last 48 hours from our warehouse I'm guessing there is going to be a huge influx of sign-ups so I hope it doesn't effect the speeds too much.

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#132697 23-May-2008 08:18

Yes Linksys has been keeping us in the loop on equipment, it goes to show how much the service is taking off really when the equipment suppliers are stuggling to keep up, the uptake for Fusion since January took every one by suprise I think especailly since we did no advertising for the service , I think the quality of the product is speaking for itself...I have to say that really don't I

,

But we have been waiting for these to arrive for a couple of months now and obviously havn't been to pleased about the delays and lack of stock, hopefully though our provsioning process is pretty good so once we have the details it should go pretty smoothly once the backorders are filled,

And in Fact Andrew I see you were provisioned at 4.40 yesterday and was one of 40 VFX lines done and this isn't taxing the system or the provisioning team at all so shouldn't be an issue (If it is or I have spoken out of turn the fine team in Provisioning will let me know quite quickly

)

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

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xpd

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#132711 23-May-2008 08:57

RedJungle: Some feedback for you from my experience signing up online recently.

I decided I wanted to switch over to XNet, so off to the sign-up form I go. The sign-up form asks for your 7 Digit Telecom account number. I have a IHUG (now Vodfone) home line and as such didn't have a 7 digit number. The field is required and unskippable, and won't accept the shorter IHUG account number. So I was stuck.

Did you change your home line to Xnet as well or is that still with IHUG ?

XPD / Gavin

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RedJungle

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#132754 23-May-2008 11:18

It's still with IHUG currently. But thats only because we may be moving shortly and I'm putting off the switch-over until then.

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#132940 24-May-2008 08:32

A great thread this one, and even better is to see Xnet respond to suggestions and concerns - keep up the good work, maverick!

In this day and age of faceless foreign corporations, it's refreshing to feel that a company is local and listening. Without turning this post into an Xnet love-in, I've been impressed with xnet since I joined, with such innovative offerings as 'pay as you go per GB' and even better, once signed up they haven't done what iHug, Slingshot and Woosh did once I'd joined them on the promise of better plans, and that is to start renegging on the excellent sign up conditions which sucker customers in.

As I said, keep it up guys, you're always my first recommendation to friends and family who are looking at signing up to internet (and now phone).

Back on topic: To paraphrase on old cooking saying, "The first byte is with the online website" - a smooth, well designed, fool-proof (until they design a better fool) process goes a long way to speedy customer signups, so any improvements to this process will be most welcome.

xpd

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#132942 24-May-2008 08:38

How long does an online signup generally take ? (Just for Internet, not Phone at this point)
Signed up online last night and Im keen to get onto Xnet before my current ISP bills me again :-p

XPD / Gavin

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#132947 24-May-2008 09:18

xpd: How long does an online signup generally take ? (Just for Internet, not Phone at this point)
Signed up online last night and Im keen to get onto Xnet before my current ISP bills me again :-p

Usually a few days if we have all the correct info and it dosn't get rejected from Telecom for some reason, normally everything is pretty smooth but if there are anny issues with customer details, address, account names etc it will delay the process.

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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