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Topic # 26464 23-Sep-2008 17:20

I have sent an email last week to sales@wxc.co.nz taken from their web site seeking answers to a couple of basic questions, with a follow-up Saturday. Nothing. I prefer answers in writing, not via phone call.  Is this indicative of their support post sign-up?

Piri

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  Reply # 166588 23-Sep-2008 18:09
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Probably fairly standard.

To be fair other telco's fail to reply to email as well. Customer service is seriously lacking in this industry at present.

I've sent emails to vodafone several times, never had a reply yet.

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  Reply # 166593 23-Sep-2008 18:34
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Piri: I have sent an email last week to sales@wxc.co.nz taken from their web site seeking answers to a couple of basic questions, with a follow-up Saturday. Nothing. I prefer answers in writing, not via phone call.  Is this indicative of their support post sign-up?

Piri


I'm with you, I prefer to use email so I have got everything in writing and can refer to it later. 

I emailed their billing today and got a reply, but havent had a reply to the reply I made. They are better at replying than slingshot, who ignore emails.

Overall I think NZ companies are bad at replying to emails. Whe I have phoned to follow up an email, I usually get the reply that 'We are too busy to check our emails'. Do they want the business, or not.


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  Reply # 166598 23-Sep-2008 18:50
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I am a dealer for WxC, If you want PM me and i can become your account changes manager.




Hmmmm


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  Reply # 166644 23-Sep-2008 22:45
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There's a good offer. :)

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  Reply # 166666 24-Sep-2008 08:14
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I emailed the same address a couple of months ago, prior to signing up with xnet, and got a fairly prompt reply clarifying exactly what I was after. I replied with a further query and got a prompt reply to that email also.
I guess, like anything, it depends on who you strike at the other end!

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  Reply # 166732 24-Sep-2008 13:11
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natedog: I emailed the same address a couple of months ago, prior to signing up with xnet, and got a fairly prompt reply clarifying exactly what I was after. I replied with a further query and got a prompt reply to that email also.

I guess, like anything, it depends on who you strike at the other end!

 

I am still waiting for them to reply to our email yesterday about being double billed. I think they subcontract out their email support to another company, based  on the email reply I got.


MW

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Reply # 166798 24-Sep-2008 17:07
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I've also used their 0800123789 fax number for communications and they have lost my faxes three times.  When querying the helpdesk about this, they simply say, please send it in by post as we cannot find it.  So it appears that they are:
1) Poor at answering the phone within a reasonable time period
2) Lose faxes
3) Do not reply to emails

It does not look good for an organisation trying to compete with the big boys when they are doing exactly the same things that the big boys do.  IMHO smaller organisations do the best when they offer better customer service.

Another example of poor customer service is the outage earlier today.  It does not take much to put a message on the queue to say "We are having an outage at the moment that causes XYZ to occur.  We anticipate this will be resolved by X;XX 'o clock".  There is little point in posting outage messages on an inaccessible website.  Rather put an audio message on your queue.

A lot of people must (like me) hang on for dear life onto the phone queue only to be told "yes there is an issue and we are working on it".  Time on hold: 10-20 minutes and wasted helpdesk time.  Customer frustration - Yell through the roof. 

It must be doable as the number of times I have been told to: "While you are waiting, try unplugging your modem for 10 seconds" shows that they have the capability to put messaes on the queue.  However, that partcular message is particularly unhelpful.  Xnet appear not to have thought through the advice as a lot of their customers are on fusion - or maybe they actually have thought through thisTongue out and that is one way to clear the telephone queue!

A simple regularly updated message on the telephone queue could solve a lot of these issues.

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  Reply # 167091 25-Sep-2008 16:01
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I can absolutely concur with these experiences.  I emailed the support email address advertised on their site about 6 weeks ago and despite repeated emailings, it tookabout  2 weeks to get a response.

I just don't get it. Why offer a service that you can't deliver on? If they don't want to provide support via email, just don't offer it. By doing so, they are giving us users a very reasonable expectation that they will respond within a reasonable time frame. 2 weeks is not reasonable.

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  Reply # 167446 26-Sep-2008 22:52
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Well I can feel for the guys answering emails, they probably have 500+ emails sitting in their inbox with people complaining about this or that which need addressing. If you opened your mailbox and saw that many emails you'd also feel a bit disheartned.

I emailed them maybe a week ago and got a very nice well crafted personalised email back after 1 day. Perhaps its the way the emails were worded.

I had done my homework, did all the trouble shooting they would ever possibly ask for which makes their jobs easier and advised what i though the issues was and asked them to clarify what I thougt.

Sure enough Malcolm came back with a equaly civilised reply.

I guess if its that urgent just pick up the phone and call


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  Reply # 167610 28-Sep-2008 20:29
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insane: Well I can feel for the guys answering emails, they probably have 500+ emails sitting in their inbox with people complaining about this or that which need addressing. If you opened your mailbox and saw that many emails you'd also feel a bit disheartned.

Just a quick thought, perhaps those people should consider changing their jobs to something they can do?

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  Reply # 167613 28-Sep-2008 20:37
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snnet:
insane: Well I can feel for the guys answering emails, they probably have 500+ emails sitting in their inbox with people complaining about this or that which need addressing. If you opened your mailbox and saw that many emails you'd also feel a bit disheartned.

Just a quick thought, perhaps those people should consider changing their jobs to something they can do?


As a paying customer, it's not my concern how they deal with the emails. It's not that I don't have any sympathy for them going through the "inbox" but like I said, if it's a service they can't deliver on, why offer it?

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  Reply # 167627 28-Sep-2008 21:44
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gb5757870:
snnet:
insane: Well I can feel for the guys answering emails, they probably have 500+ emails sitting in their inbox with people complaining about this or that which need addressing. If you opened your mailbox and saw that many emails you'd also feel a bit disheartned.

Just a quick thought, perhaps those people should consider changing their jobs to something they can do?


As a paying customer, it's not my concern how they deal with the emails. It's not that I don't have any sympathy for them going through the "inbox" but like I said, if it's a service they can't deliver on, why offer it?

Absolutely. And I'll just say I don't have any sympathy. They're paid to do it, it's part of their job!

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  Reply # 167642 28-Sep-2008 23:09
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I think the obvious may have been overlooked here...

1)  Email is not a 100% reliable method of communication, you may think it is but it isn't.  Emails can and do disapear into the ether.
2)  Basically there is no gaurantee they even got the email and no way for you to check they did
3)  If the email was badly worded it could have easily been spam filtered



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Geek


  Reply # 167643 28-Sep-2008 23:11

After initiating this thread I now have my reply and information, after ten days or so.
I am looking forward to using X-Net and from what I am reading there are many positive reviews for the level of service I need. But I simply do not understand why there are people who try to defend the indefensible. If a company offers an email contact service then at least qualify a response time (“We endeavour to respond with 14 days” or whatever), or auto-acknowledge with an expected response timeframe, or don’t offer the service. Hell hath no fury like a potential customer ignored. For supporters of X-Net to suggest voting with one’s feet is a cop-out. All part of the generational dumb-down I guess. So here’s to X-Net. I hope they do well. I would rather spend my money with the little guy – so long as they deliver.



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Geek


  Reply # 167645 28-Sep-2008 23:20

Ragnor: I think the obvious may have been overlooked here...

1)  Email is not a 100% reliable method of communication, you may think it is but it isn't.  Emails can and do disapear into the ether.
2)  Basically there is no gaurantee they even got the email and no way for you to check they did
3)  If the email was badly worded it could have easily been spam filtered


Normal 0

I should have mentioned that:
1) I agree
2) Not strictly true - it seemed only after I sent through a third request with a system request for a Delivery Receipt and a Read Receipt (both confirmed) that I received my reply. Or maybe my whimper on the X-Net support thread was noticed by other than members of their fan club.

3) Nothing in my very polite emails would have drawn any attention from a spam filter.

 


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