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4 posts

Wannabe Geek

# 68730 27-Sep-2010 12:57
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Dear Telstraclear!!! Service Team, I have tried and tried to talk to your Customer service team over moving home and reconnecting a phone line and internet services, unfortunately with shocking results since last Wednesday 22/9/10. I was initially on hold then finally advised to leave details for a call-back from the moving house team

By Thursday afternoon I left another message after again being on hold and was advised my call-back would be made priority and a call would be made by Friday. By Friday afternoon I again phoned and was advised a supervisor would call me shortly to assist.Two hours later I phoned again to be eventually transferred after... being on hold for over 40 minutes, to a automatic message service advising me to call back.

Saturday morning I called initially at 9.32 am, 43 minutes, call answered and then cut off, unsure if this was your service or Vodafone in all fairness.10.18 am call answered then again cut off.10.35 Try again 43 minutes on hold, eventually transferred by team to moving house and received message service, again

‎11.19 Try again, 31 minutes, call centre advised of “CHALLENGES” to date and asked for assurance that moving house team would answer, advised they are there and transferred to receive message service again

‎1.01pm Try again, 39 minutes on hold. Once again advised of challenges, again transfer to message answering machine. Really had had enough by now!2.25pm Try again more time asking for someone to call me and give correct advice on process, 6 minutes.3.08 pm. Call again, 27 minutes, call disconnected.

‎4.52 pm 1 hour and 1 minute on hold. Last chance for today……still no joy, call centre don’t think the moving house team is working, advise I need to talk to sales who are not working.
Sunday Try again, call back on Monday!!!

Monday 11.28 am 18 minutes, call centre person very helpful but advise phone line unable to be connected till next Monday, 7 days time, internet approx 3 days later. Decide to run with new account in interim, but totally brassed off, (would really like to use the preferred descriptive words but these would be way too offensive here!!!)

Phone Telecom, extremely helpful, answered within minutes, have now changed account to them! Phone connected within 2 days, internet with 2 more days.
Honestly Telstraclear, I know you and many companies have faced challenges with the CHCH earthquake.But if you need more staff to answer phone calls, hire them! If you say you will call back, here is a suggestion, Do it. Don’t over promise and under deliver!

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232 posts

Master Geek

  # 384907 27-Sep-2010 13:04
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Had a similar issue - But they offered to forward all cals to my cell phone for free to cover the delay in them being able to connect my house - It was a working solution at least.

1332 posts

Uber Geek
Inactive user

  # 384939 27-Sep-2010 13:51
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Haha! Do they have five people working in their call centre? That is insane!


4 posts

Wannabe Geek

  # 384946 27-Sep-2010 14:04
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I did manage to get my home phone transferred last night at long last but had enough by today!!!
Fun n Games

4675 posts

Uber Geek

  # 385044 27-Sep-2010 17:06
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Amazing how some things never change or (dare I say it) improve.

124 posts

Master Geek

  # 386831 1-Oct-2010 16:43

To add to this debate (if indeed there is any debate, I'm guessing this will elicit a "no surprise there" response from most...)

Called TCL on Monday to request a move of current services to a new address in a few weeks (i.e. moving house) and after the CSR had taken all the details I was advised to expect a call within 2 business days to confirm the move was possible and to confirm my requested move date. The area of Wellington we are moving to is covered by TCL Cable but I know the actual house is not currently connected/cabled.

So as Friday afternoon arrived with no confirmation call having been received, I made another call to find out what was going on. After a wait of some 30 minutes I finally got to speak to a CSR who ended up taking the full extent of my wrath (and to be fair to her, dealing with it very professionally).

No call as promised, having to wait over half an hour to tell them they are not doing their job...why should I even bother transferring and not just cancel TCL and pick up a different ISP?

Thing is these CSR's shouldn't have to take this flak day in day out; why do I have to wait so long? Probably because there are so many other people complaining about stuff not being done right.

Message to TCL senior management: Look, it's not hard - put proper systems in place, along with the proper level of resource and manage it competently (subtle hint: yes I am suggesting the problems are at the top end of your organization and you should be considering your own suitability for purpose); so your customers might be bothered to stay with you. And stop treating the CSRs as cannon fodder.

Oh, and no I'm not and never have been a CSR (thankfully!)

Let's wait and see what Monday brings - will I get the newly promised confirmation call from the "escalation team" ???

4 posts

Wannabe Geek

  # 386838 1-Oct-2010 16:58
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All I can say is that I wholeheartedly agree.

I really thought Telstraclear was fantastic, so much so that I personally spoke to all my family and about 7 accounts transferred to them.

I feel a bit bloody stupid now that I have moved to Telecom after being such a staunch TC supporter, but their service has been just attrocious. 

Surely the TC management as you have quite rightly pointed out, have heard of the complaints from their extremely poor service to totally unacceptable call waiting for the CSR only to be put on hold again!!!

Surely their heads are not buried in the sand that far????

124 posts

Master Geek

  # 386840 1-Oct-2010 17:03

I would question where their heads might be buried...but I dont' want to get banned from this forum Innocent

Currently waiting on a "live chat" response from Telecom, querying likely service at new address: 8 second wait advised, been waiting 5 minutes...oops


4431 posts

Uber Geek
Inactive user

  # 386944 1-Oct-2010 22:04
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Jeez, again???

read this thread

Muppets and my experiences

4675 posts

Uber Geek

  # 387039 2-Oct-2010 09:14
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As I say, I worked there, so none of this surprises me. Having said that though, I will say: TCL services are - from my experience of several years ago - *mostly* pretty good. Woe to you however, if you need to move house or want to change anything (including your plan).

BDFL - Memuneh
64681 posts

Uber Geek

Lifetime subscriber

  # 387054 2-Oct-2010 09:55
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As quickymart said... I have been a customer of TelstraClear for about 11 years (before it was TelstraClear, before it was Clear Saturn, before it was Saturn, when it was Chello)...

Their service is great. The experience with customer services (long waiting times) is frustrating and appaling.

Having said that, I only had to contact their CSR once to move addresses in all those years, and a couple of times with actual problems. Also twice more to change plans (once to cancel my Saturn TV) and once to change my plan to WarpSpeed.

On my plan change (a couple of months ago), I was promised a call back in 48 hours, and actually got a call back in less than 24 hours. And the plan change went as agreed.

So it's a mixed experience really. For me, the long waiting times are the problem.

4675 posts

Uber Geek

  # 387072 2-Oct-2010 11:10
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Hehe, I remember Chello! Shame it didn't last too long, I think the leechers made short work of that.

I think some more self-service options would be a great help here, for example: change your broadband plan online springs to mind - imagine how many calls that would reduce to their call centres.

4 posts

Wannabe Geek

  # 387082 2-Oct-2010 11:48
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Its a pity these big companies forget the service side of their business.
Their biggest and best promoter should be their happy clients who will promote them for free!

Equally the same client and word of mouth or blog lol can be their biggest promoter of unsatisfactory service.

Maybe us kiwi's dont complain enough or perhaps big business just doesnt care???
I know my business I thrive on providing the best of service to my customers, sometimes I stuff up but I do learn from my mistakes and strive to never repeat them.

Why cant TC do the same???

Best wishes


3879 posts

Uber Geek

Lifetime subscriber

  # 387130 2-Oct-2010 14:29
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I recently switched to TC, knowing full well that their customer service was less than stellar, but having read repeatedly that their service was excellent.

Sadly, I've found their service to be worse than Telecom, and their customer service is so bad as to be basically non existant.

45 minutes is usually the minimum wait to speak to a person, and then its often another hour of being shunted around, on hold, transferred, let me check with my supervisor etc. I used to think trying to explain things to the muppets that Telecom call Tier 1 staff was frustrating, but now I'd crawl on broken glass for that level of service.

Information wants to be free. The Net interprets censorship as damage and routes around it.

4675 posts

Uber Geek

  # 387131 2-Oct-2010 14:31
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Funnily enough, when was independently owned and operated, they very rarely (almost never) had issues like the ones mentioned in this thread. It was only after Telstra Saturn came along that things changed - and not in a good way, either.

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