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24 posts

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  Reply # 167124 25-Sep-2008 17:52

cisconz:
Piri: So why don't they answer their emails?


This is not the correct forum for that. I think you will find that here.
As I have said to people before feel free to PM me and i can answer any questions.
Please keep on topic as all we are trying to do is preserve the extraordinary service that maverick and team have given us of late.
Comments like that will push them further away.

I am not trying to say that not replying to emails is ok, I am just saying we all get overwelmed by emails at one point or another.


Normal 0 Normal 0 Hi cisconz,
It was I who started the thread you refer to.
By all accounts it has struck something of a nerve with several other customers.
I am not in the business of bagging anyone, but first impressions count to me. Surely the best way to brass off , hence scare off , a potential customer is to ignore them?  The attitude "we all get overwhelmed by emails at one point or another" doesn't wash sorry. If a business doesn't want or cannot resource the means to respond in a professionally timely manner don't offer the email contact option (or at least warn the prospective victim that there will be a delay in response).. My email went to their sales department for heaven's sake. In my job if we treated our customers this way we would get dealt to.

I have read up on these forums about X-net before deciding to subscribe. On the face of it they have a great product to offer, and by and large they have a happy customer base. I'd rather be contributing to the debate here from such an experience. But I expect to be acknowledged. Hence my concern, given this experience, about how they will respond with any issues post-connect.

I also wonder why there is the need for a "supporters" thread, as though somehow a professional business entity needs its "happy" customers to rally around because there are other discontented customers who have gripes. It is not like they are a volunteer organisation. Cripes!  Address the discontent I say, rather than indulge in warm fuzzies. Leave that to the politicians. And lets keep our sense of humour.

All I am asking for is a simple reply to a simple email (and reminders). How hard is that?

cisconz
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  Reply # 167127 25-Sep-2008 18:00
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I was not saying the post was incorrect I was just saying it was in the wrong place.
This is off topic to the current thread




Hmmmm




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  Reply # 167135 25-Sep-2008 18:19
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Piri: I also wonder why there is the need for a "supporters" thread, as though somehow a professional business entity needs its "happy" customers to rally around because there are other discontented customers who have gripes. It is not like they are a volunteer organisation. Cripes!  Address the discontent I say, rather than indulge in warm fuzzies. Leave that to the politicians. And lets keep our sense of humour.

Simply, why not?

I get sick of reading about people moaning, being negative, and never stating the good, when there is so much...

This is valuable feedback for the company...they read the good, and the bad, and can judge how their service is perceived, and what improvements need to be made.

Being a customer does not mean we only need to communicate with a company when something goes wrong, we should also let them know when they have got something right.

If you have a complaint, thats fine, but place it in the appropriate thread.




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  Reply # 167138 25-Sep-2008 18:23
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cisconz: I was not saying the post was incorrect I was just saying it was in the wrong place.
This is off topic to the current thread


I agree. Please keep keep this thread clean by keeping it on topic. There is an existing thread for your email issues, lets keep it there.

(Self edit - happy now nate?)




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  Reply # 167219 25-Sep-2008 23:56
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Great work guys. Whenever there is a problem there is always a friendly person waiting at the helpdesk. Thanks!

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  Reply # 167224 26-Sep-2008 01:47
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sbiddle: Rather than targetting WxC maybe people should just vote with their feet - if you are unhappy with their service then move to another ISP. You're not locked into a contract and are free to move.

Absolutely - the lack of contract was one of the strong selling points for me.
TheBartender: get sick of reading about people moaning, being negative, and never stating the good, when there is so much...

This is valuable feedback for the company...they read the good, and the bad, and can judge how their service is perceived, and what improvements need to be made.

Being a customer does not mean we only need to communicate with a company when something goes wrong, we should also let them know when they have got something right.

I couldn't agree more.

I've been working in the Solomon Islands for the last 6 months and had Fusion installed about a month before I went.  This enabled me to have decent video chats back to my partner on a daily basis with very few problems, and any problems that were experienced were very rarely from back in NZ.

My partner is not a technically minded person and didn't need to be with WXC's service, it was just always there, doing what it should do - providing a good connection. 

I will agree that their service is not perfect, but I don't expect that and don't believe it's reasonable to do so.  On the flip side, I see maverick (and a few other WXC staffers) regularly participating in these forums, helping to sort out user problems, providing advice on technical issues and keeping us up-to-date with new developments.  Most other (not all) ISP's could certainly take a leaf from WXC's book in terms of customer service.

Thanks WorldxChange!

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Reply # 167258 26-Sep-2008 09:00
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+1 From my family.

Since I ave joined nearly a year ago, Two family members have joined, and a couple of colleagues from work.  We have never found the service to be anything less than we expected.  I suppose that may be becuase I am not a heavy user, or gamer.

One of the things about WxC I like, is the participation on geekzone, giving WxC customers a heads up on what was going on in their network, and a sneek peak of new features they are rolling out.  I am bittlerly dissapointed that this forum has been hijacked by people who post multiple complaints, about basically the same issue, in multiple topics, often not even bothering to contact WxC customer service.

I have had the pleasure of meeting Cecile, and he seems to genuinely wants to provide a different (better) ISP experience for his customers in a way that allows WxC to turn a profit.

I would like to suggest a separate forum for the WxC complaints, so that this forum can continue to be used by WxC as a way to provide positive/proactive communication to their (hopefully) more tech savy customers.

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  Reply # 167279 26-Sep-2008 09:45
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I would like to record my appreciation of WxC's VFX service.  It is a market leader in NZ and the reliability and features are excellent value for money.

I will continue to use this service and have recommended a friend to join in recent days.  She is getting a rural wireless internet connection set up, and WxC's VFX service will avoid the need for a costly landline installation.  It is this type of scenario where VFX really makes so much sense.

Thanks to Maverick and the Team at WxC for their efforts in maintaining and continuing to develop the VFX service, especially for the VFX Manager app. released recently.  It is really handy and sits in my System Tray for immediate use at any time.

Cheers Guys Smile

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  Reply # 167505 27-Sep-2008 14:55
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I joined Xnet in 2006 but moved to Orcon not long after hoping to get better speeds (which I did for a time but look at the Orcon forum and you will see eg International Speeds).  I then heard about the torrent plan/vfx services.  

So I signed up within 3 days I had free 75GB of data and voip all working perfectly.  All for the ridiculous price of 69.95 a month are you kidding me no one even comes close to that with pricing.

I had a guy come to my house from TelstraClear and ask me about my internet etc when I told him what my tolls cost plus how much data I got and then the price of it all he nearly fall over no joke.  He said it was the best deal he had heard of and could offer me a think.

No problems with speed at night and torrents are nice and quick & free.  I can't complain really, mavrick and the crew have fixed any issue I have had (except one billing issue but that was sorted in least than a week) pretty much same day.

 

To the Xnet Team/Mavrick you guys to a wonderful job and I won't be going anywhere for awhile and I hope that others stick around as well.  You just won't get a better deal.


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