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1686 posts

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# 44408 27-Oct-2009 11:40
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Disappointing customer service


First a little background info to what led to the disappointing customer service!!  I purchased a VFX number through worldxchange a little over a month ago.  The whole ordering process went through without a hitch.  I was given my number by the service rep at the time and was looking forward to receiving service!  On the day it was to be connected the phone started ringing at 7am, thinking the number had now been connected I ignored their obvious test call.  60 seconds later the phone called again .  Before I got to it stopped ringing, 60 seconds later it called again.  It kept calling every 60 seconds for about two hours.

I called the help desk, the best they could do was to give me the numbers and told me to call the police!?  I instead called the number provider Telstra clear who against privacy policy told me they were coming from The Department of Labour.  I called the Department of Labour when the calls returned a few days later and my number was found in there pbx voicemail service.  They promised the issue was fixed and i didn’t receive calls for about a week.  Then the calls returned; another call and they stopped for about 1 week;  and in usual fashion returned again!!

Finally after attempt number 2 I gave up and called worldxchange to get my number changed.  It was a “bad” number and while not their fault they had given it to me and so they could surely change it!!  They could but wanted to charge a $25 number change fee.  I was not impressed by this and was then put through to the most antagonising supervisor they could find.  She said that she had to charge me the fee and denied it was their problem.  She suggested I call the police or pay the money.  She denied any responsibility despite admitting that the number I had been given obviously had a problem with it from day one.  Eventually she agreed to ½ pay the fee and I really lost it then.  I pointed out that I could disable the service then re-enable it in 3 days at no cost, she agreed that was possible and said I could do that if I wanted.  Her rationale for not doing anything – “look I am not going to mess with the payment system for you”.  This only infuriated me more at which point she rudely said “fine I will change the number on the first of November”  - clicking noises and back to the other sales rep.  No goodbye, no explanation as to what would happen next; beyond rude to say the least!!

Now I understand that this fault was not caused by worldxchange, however they gave me a “broken” number and the only suggestion they had was to call the police!!  Why should I 1) have to fix a problem on day one of my new service and 2) have to suggest alternative fixes other than going to the police and laying an official complaint (I suggested they change my number)!?  I also wonder how on gods green earth a supervisor with an attitude like this ones could possibly been given the power to be the person I have to deal with!?

I know for a fact all major Telcos have a policy in place for dealing with nuisance calls that goes beyond, “call the police”.  As far as I am concerned if a telco gives you a number that has problems with it from day 1 they have a responsibility to remedy the problem.  Eventually worldxchange came to the party but not without conflict and not without leaving a bad taste in my mouth!  All I ever wanted was a home phone that didn’t call me every 60 seconds~!!

I guess I am mostly dissapointed at the "dont care" attitude of the Supervisor and it certainly was dissapointing as up until now the team has been more than helpful!!

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xpd

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  # 267176 27-Oct-2009 11:49
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Call the police ? For a ringing phone ? Youd probably get funny looks and told to ring your phone provider... fun how that circle works.....

As for "messing with the payment system", Im pretty sure they could have put it through as normal, then credit your account the difference with a "misc credit" charge.




XPD / Gavin / DemiseNZ

 

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  # 267204 27-Oct-2009 12:36
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Annoy an already frustrated customer and get a bad rep for $25, nice. It's amazing how some businesses don't understand that the internet has now given people more of a voice (for good or bad, I'm not 100% sure, but for good in this case), but it'd be interesting to see how many people read this story and not take their business to worldxchange.

You were much more patient than I would have been, I would have probably cancelled the service.

 
 
 
 


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  # 267212 27-Oct-2009 12:46
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I have actually delt with a similar problem for my mum ages ago with Telecom.
They were exceptionally helpful, the person I delt with was awesome, entertaining and explained all the problems that they encountered (amazing honesty) and organised a fix ASAP, which was within about 1 hour.

However in that scenario, Telecom was to blame (the re-assigned her number to someone else accidentally, lol)




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  # 267213 27-Oct-2009 12:49
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It would be good to have someone from WxC respond. Perhaps a chance for them to redeem themselves here?




kind regards Andrew TD


xpd

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  # 267220 27-Oct-2009 13:01
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Pinging Maverick..... :)




XPD / Gavin / DemiseNZ

 

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Emulation - The art of getting your $4000 PC to run an 80's system - and still fails.


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  # 267238 27-Oct-2009 13:56
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When I got my VFX connected the funniest thing I found like this was the answer messages that were still in my mailbox from the previous numbers owner. Some of them were up to 2 years old, and I would have been able to listen to each and every one of them had I wanted to.

Since then the biggest problem I have is the 'email me when someone calls' feature. Sometimes I don't get the email till 3 or 4 days latter...



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  # 267248 27-Oct-2009 14:09
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Thanks for your comments guys, for the record the phone is still ringing today and has been since about 9am. Lucky I can turn the ringer off!! The number will change over on the 1st of November, or so the supervisor said!!

 
 
 
 




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  # 268262 29-Oct-2009 20:36
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Big Ups to Cameron who had the issue sorted immediately and is investigating the problems and communication break down that lead to the problem with the customer service. Its people like this man that remind me worldxchange is generally a great team of people to do business with!!

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  # 271953 11-Nov-2009 10:29
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@Itxtme, are you serious? Roflcoptorzor

Well at least after receiving a call ever 60 seconds you know it's working. xP

Isn't it possible to block certain numbers?

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