Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


1991 posts

Uber Geek
+1 received by user: 751

Trusted

Topic # 65573 3-Aug-2010 19:57
Send private message

So I've been bitten by the same fault many others have been bitten by in recent years, one that TelstraClear don't seem to want to be bothered fixing. I guess it just goes in the "Too Hard!" basket or maybe the "we don't actually care about our customers" basket.

I rang up at 6:05pm to talk to them about moving house. I'd seen on their website that they close their call centre at 7pm but thought that'd be plenty of time, even for TelstraClear. How Naive!

After talking to the automated aggravation-increasing device I managed to get put through to the "house moving" queue. 15 minutes later a lady answered (she was nice and friendly) and she told me that yes, she could move my call into the house moving queue. Why I'd had to speak to the Robot-of-annoyance earlier I don't know, nor I doubt do TelstraClear.

I waited on the phone for 40 minutes on hold, until come 7pm I got rung through to the "Sorry We're Closed!" line and hung up on.

What the hell TelstraClear? If I'd run from 6:45pm onwards I'd almost understand. But if you're going to take my call at 6:05pm, have a human speak to me, you really should follow through and let me speak to someone. At the very least you could put me through to someone who could take my name, details and get someone to call me back the next day.

TelstraClear's non-existant customer service have been their one outstanding fault for the last 5 years. It'd be nice if someone could fix it, surely it's not that hard. I can ring ASB and speak to a person in 30 seconds and have a change of a address done in about 3 minutes. TelstraClear can't even start the process off in 60 minutes.

Tim




It looks like I'm using an adblocker. I should consider whitelisting Geekzone in my adblocker or a subscription. The Quick Reply box will appear for me when Geekzone is whitelisted. Hooray for me! If I want to reply to this topic I should click on Compose Reply.


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3
3912 posts

Uber Geek
+1 received by user: 823


  Reply # 362703 3-Aug-2010 23:11
Send private message

Funnily enough, when I last worked there over five years ago, they had the exact same problem with customer services. It sounds like little has changed.

There was all kinds of talk about "fixing" customer services when I was there, although I'm not suprised (maybe more saddened?) to see it hasn't really amounted to anything.



1991 posts

Uber Geek
+1 received by user: 751

Trusted

  Reply # 362808 4-Aug-2010 10:44
Send private message

So I rang in just now to complain.

Would they even take my complaint? No. They're "very sorry" of course and someone from disconnections "Could call you back in the next 24/48 hours?"

Err, no.




It looks like I'm using an adblocker. I should consider whitelisting Geekzone in my adblocker or a subscription. The Quick Reply box will appear for me when Geekzone is whitelisted. Hooray for me! If I want to reply to this topic I should click on Compose Reply.


I iz your trusted friend
5801 posts

Uber Geek
+1 received by user: 139

Mod Emeritus
Trusted
Lifetime subscriber

  Reply # 362837 4-Aug-2010 11:15
Send private message

You're on Twitter, why not make noise to @TelstraClearNZ and even on their Facebook page; to get message across.




Internet is my backyard...

 

«Geekzone blog: Tech 'n Chips Takeaway» «Personal blog: And then...»

 

Please read the Geekzone's FUG

 




1991 posts

Uber Geek
+1 received by user: 751

Trusted

  Reply # 362890 4-Aug-2010 12:33
Send private message

Good idea.
I've given them a prod.




It looks like I'm using an adblocker. I should consider whitelisting Geekzone in my adblocker or a subscription. The Quick Reply box will appear for me when Geekzone is whitelisted. Hooray for me! If I want to reply to this topic I should click on Compose Reply.


2078 posts

Uber Geek
+1 received by user: 230

Subscriber

  Reply # 362904 4-Aug-2010 12:52
Send private message

muppet: Good idea.
I've given them a prod.


or just write a letter cancelling your service and get your new place connected with someone else Cool

6269 posts

Uber Geek
+1 received by user: 1061

Trusted
Lifetime subscriber

  Reply # 363033 4-Aug-2010 14:59
Send private message

Customer service doesn't seem to exist with TCL. I've been with TCL for 11 years, but due to a misunderstanding I lost service. I logged the problem that same day and finally got an email today (30 days after logging) saying that it should be back up and running. I won't know for sure until I get home.

2665 posts

Uber Geek
+1 received by user: 663


  Reply # 363050 4-Aug-2010 15:19
Send private message

graemeh:
muppet: Good idea.
I've given them a prod.


or just write a letter cancelling your service and get your new place connected with someone else Cool


from experience dont cancel your service until you are connected to a new one , its just not worth the hassle




Common sense is not as common as you think.


2078 posts

Uber Geek
+1 received by user: 230

Subscriber

  Reply # 363065 4-Aug-2010 15:29
Send private message

vexxxboy:
graemeh:
muppet: Good idea.
I've given them a prod.


or just write a letter cancelling your service and get your new place connected with someone else Cool


from experience dont cancel your service until you are connected to a new one , its just not worth the hassle


Good point.  Probably extra important to not cancel too early if you want to port your number over.

6269 posts

Uber Geek
+1 received by user: 1061

Trusted
Lifetime subscriber

  Reply # 364471 6-Aug-2010 21:43
Send private message

Behodar: Customer service doesn't seem to exist with TCL. I've been with TCL for 11 years, but due to a misunderstanding I lost service. I logged the problem that same day and finally got an email today (30 days after logging) saying that it should be back up and running. I won't know for sure until I get home.

Well, it was indeed working when I got home, although interleaving is now turned on (it was off before) and TCL wants $5 to turn it back off. It's only $5 but that's stellar service there...

6269 posts

Uber Geek
+1 received by user: 1061

Trusted
Lifetime subscriber

  Reply # 366732 12-Aug-2010 12:19
Send private message

I know that it's been a few days since the last post, but I'm just pointing out that TCL has resolved all of my outstanding issues :)



1991 posts

Uber Geek
+1 received by user: 751

Trusted

  Reply # 366736 12-Aug-2010 12:26
Send private message

Yes I should point out that they resolved my issues in the end. I contacted them via Twitter and someone got back to me. We'll see how the move actually goes, but eventually I got rung by a proper human.




It looks like I'm using an adblocker. I should consider whitelisting Geekzone in my adblocker or a subscription. The Quick Reply box will appear for me when Geekzone is whitelisted. Hooray for me! If I want to reply to this topic I should click on Compose Reply.


3912 posts

Uber Geek
+1 received by user: 823


  Reply # 366791 12-Aug-2010 13:56
Send private message

It's good you got it sorted, but I think it's a bit ridiculous that you had post on Twitter to get anything done - the call centre staff should just helped you when you called.

3604 posts

Uber Geek
+1 received by user: 170

Trusted

  Reply # 366793 12-Aug-2010 13:59
Send private message

I tend to think we all need a Twitter account just in case we hit some poor customer service. Sad fact of life these days. Talking to a human is no longer the most efficient way with these big telcos.

Aussie
4232 posts

Uber Geek
+1 received by user: 1203

Trusted
Subscriber

  Reply # 374137 29-Aug-2010 11:26
Send private message

quickymart: the call centre staff should just helped you when you called.


Ha! I'm currently going through the same problems... Moving.
Ever since they outsourced the call centre, service is absolutely pathetic. They go through a script and say someone will call you.
I got called back and told to fax a lease agreement as the old tenants left their service on. My partner faxed them from the local pharmacy.
TCNZ rang the PHARMACY back to ask for the rest of the lease. It is only one page! They should be ringing ME! Rang call centre again to be told by the man that speaks hardly any english that someone will call in the next 2 days.
Still haven't heard anything and move next weekend. I rang and gave them 2.5 weeks notice so everything would be sorted when we moved in, but nothing is sorted. They cant even tell us if they got the fax. The agent for the property even tried to call and got the same "someone will call in 2 days" BS that we did.
I can't just up and cancel my service as I took up their offer of a free mobile with a 2 year contract (dont get me started on that nokia POS).

361 posts

Ultimate Geek
+1 received by user: 1


  Reply # 374142 29-Aug-2010 11:32
Send private message

Just cancel your contract with them and move to a provider which DOES have people answering phones.

 1 | 2 | 3
View this topic in a long page with up to 500 replies per page Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.