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astra

69 posts

Master Geek


#62314 3-Jun-2010 15:58
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Did anyone watch Close Up last night?
Quite interesting some of the sales reps that come door to door for telco's!

http://tvnz.co.nz/close-up/top-telco-using-low-end-tactics-3577796


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wongtop
546 posts

Ultimate Geek


  #337912 3-Jun-2010 16:16
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astra: Did anyone watch Close Up last night?
Quite interesting some of the sales reps that come door to door for telco's!

http://tvnz.co.nz/close-up/top-telco-using-low-end-tactics-3577796



Yeah I watched it - I had the same thought as Ernie - how do they know how many people are unhappy if no-one can get through to talk to them.  I have had the misfortune to be on long waits to talk to someone at TelstraClear and 30mins+ was not uncommon in my experience.

I also struggle to believe the 0.02% figure - that's only 2 complaints every 10,000 customers.  Say they have half a million customers (figure pulled out of the sky) that would only be 100 complaints a year - there is probably at least that many just on Geekzone about TCL service over a year.

 
 
 

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alpha2
67 posts

Master Geek


  #337946 3-Jun-2010 17:35
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Lol i think that video just put the nail in the coffin for me to jump ship good customer service my gluteus maximus after three years of trying they still havent fixed my problems lolim sure that constable fella talked to me as a technician once they probably just switch roles lol they dont tell the truth at all just a bunch of rouges Laughing

mattbush
784 posts

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  #338054 3-Jun-2010 21:10
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astra: Did anyone watch Close Up last night?
Quite interesting some of the sales reps that come door to door for telco's!

http://tvnz.co.nz/close-up/top-telco-using-low-end-tactics-3577796



I thought the Sales manager guy being interviewed was a bit creepy.

I dont think TCL care....they are just gonna milk their network for all they can...while they can.



robbyp
1199 posts

Uber Geek


  #338062 3-Jun-2010 21:27

mattbush:
astra: Did anyone watch Close Up last night?
Quite interesting some of the sales reps that come door to door for telco's!

http://tvnz.co.nz/close-up/top-telco-using-low-end-tactics-3577796



I thought the Sales manager guy being interviewed was a bit creepy.

I dont think TCL care....they are just gonna milk their network for all they can...while they can.


I say support a NZ company, rather than the Ozzies. Telecom are trying pretty hard at the moment, and at least you can always get through to their cusomter service in a quick manner. I could imagine how much of a media bashing Telecom would get if their customters had to wait like that, it would be the head story on TV one news.

FlashOz
1 post

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  #338143 4-Jun-2010 07:50
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robbyp:
mattbush:
astra: Did anyone watch Close Up last night?
Quite interesting some of the sales reps that come door to door for telco's!

http://tvnz.co.nz/close-up/top-telco-using-low-end-tactics-3577796



I thought the Sales manager guy being interviewed was a bit creepy.

I dont think TCL care....they are just gonna milk their network for all they can...while they can.


I say support a NZ company, rather than the Ozzies. Telecom are trying pretty hard at the moment, and at least you can always get through to their cusomter service in a quick manner. I could imagine how much of a media bashing Telecom would get if their customters had to wait like that, it would be the head story on TV one news.



FYI

It is a big assumption to say Telecom is a NZ company.  all local telcos employ NZers but the big ones are mainly owned by overseas investors.  I think Telecom is 70-80% overseas owned.  see some of the big shareholders

 ...http://www.annualreport.telecom.co.nz/2007/disclosures/shareholder-and-exchange

freitasm
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  #338189 4-Jun-2010 10:12
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astra

69 posts

Master Geek


  #338207 4-Jun-2010 10:43
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mattbush:
astra: Did anyone watch Close Up last night?
Quite interesting some of the sales reps that come door to door for telco's!

http://tvnz.co.nz/close-up/top-telco-using-low-end-tactics-3577796



I thought the Sales manager guy being interviewed was a bit creepy.

I dont think TCL care....they are just gonna milk their network for all they can...while they can.


Fully agree! The Sales Manager was a little creepy, the type that would perve at the girls in the office.
I thought he was a little rude and didn't give a good image of TelstraClear.
It was funny when they were arguing and he seemed to get these really red ears. Quite funny to watch! :P

I guess this happens alot and another reason to becareful hiring staff. Because they are your front line and you can get a bad reputation from bad sales people..




keewee01
1732 posts

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  #338214 4-Jun-2010 10:50
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Hell - glad I've not had to ring them in the last few years!!! (And yes, I am still with TCL - only mobile is elsewhere).


I remember when TCL first put in the voice prompt system. They very quickly pulled several of the more useful voice prompt options that were suggest - as using them you could usually get to a human relatively quickly - they made you jump through less hurdles. I quickly realised that I could just say the word "Fault" and it would put me straight into a queue to talk to someone... but then that wait started getting longer... and longer... and longer... and then one day it didn't recognise the word "Fault" without jumping through lots of hoops first. Sigh.

ronindanbo
180 posts

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  #338215 4-Jun-2010 10:51
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FlashOz:
robbyp:
mattbush:
astra: Did anyone watch Close Up last night?
Quite interesting some of the sales reps that come door to door for telco's!

http://tvnz.co.nz/close-up/top-telco-using-low-end-tactics-3577796



I thought the Sales manager guy being interviewed was a bit creepy.

I dont think TCL care....they are just gonna milk their network for all they can...while they can.


I say support a NZ company, rather than the Ozzies. Telecom are trying pretty hard at the moment, and at least you can always get through to their cusomter service in a quick manner. I could imagine how much of a media bashing Telecom would get if their customters had to wait like that, it would be the head story on TV one news.



FYI

It is a big assumption to say Telecom is a NZ company. ?all local telcos employ NZers but the big ones are mainly owned by overseas investors. ?I think Telecom is 70-80% overseas owned. ?see some of the big shareholders

?...http://www.annualreport.telecom.co.nz/2007/disclosures/shareholder-and-exchange


Yes your right Telecom isnt a NZ owned company as such however business decisions are made by NZ based management it is a wholy NZ based company that employs 6000 NZ staff. Telecom however is also listed on the NYSE so they have American shares as well sourced outside NZ.

robbyp
1199 posts

Uber Geek


  #338269 4-Jun-2010 12:52

FlashOz:
robbyp:
mattbush:
astra: Did anyone watch Close Up last night?
Quite interesting some of the sales reps that come door to door for telco's!

http://tvnz.co.nz/close-up/top-telco-using-low-end-tactics-3577796



I thought the Sales manager guy being interviewed was a bit creepy.

I dont think TCL care....they are just gonna milk their network for all they can...while they can.


I say support a NZ company, rather than the Ozzies. Telecom are trying pretty hard at the moment, and at least you can always get through to their cusomter service in a quick manner. I could imagine how much of a media bashing Telecom would get if their customters had to wait like that, it would be the head story on TV one news.



FYI

It is a big assumption to say Telecom is a NZ company.  all local telcos employ NZers but the big ones are mainly owned by overseas investors.  I think Telecom is 70-80% overseas owned.  see some of the big shareholders


 ...http://www.annualreport.telecom.co.nz/2007/disclosures/shareholder-and-exchange


 
It is a NZ company, and employs NZers, it main offices are all here etc. Sure it has overseas shareholders, but so do most companies in NZ, including Auckland Airport etc
Actually from what I have heard it is about 60% owned by NZers. However becasue these people have purchased through sharetrading companies and bokers, the shares are held in the name of  those companies. Due to this it is difficult to get a accurate number of NZ mum and dad invevstors who own it.

sarg
741 posts

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  #338276 4-Jun-2010 13:04
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its hard to complain if you can't get through to a person to make the complaint. THis year on 3 times I have been on hold more than 30 minutes when trying to resolve billing issues.




that would be an ecumenical matter

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