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178 posts

Master Geek
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Topic # 79009 11-Mar-2011 19:52
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Hi all,

I signed up with Telstraclear (adsl) last year.
It took me 2 months of mulitple phone calls and hasstle to get the connection arranged, and billing correct..... I almost gave up....

At the time I didn't give up, because I thought, I've put this much effort in to getting sorted, that if I give up now, all that hasstle would have been a waste.

Anyway, we've now sold our house and are moving to a new address in about 2 weeks.

So, a week ago, I sign into the customer section on their website, and follow the 'moving house' proceedures, completing the form giving all of the details of the move (and crossing my fingers)
....at the end of the process, it tells me a representative will be in touch within 24 hours to confirm the details of the move.

To their credit that did happen.

Anyway, today I thought I'd call up, as I'd like to know what the new phone number will be at my new address so I can tell people.

I get through to a CSR, give them the details and the CSR tells me "I'm sorry sir, we've not received any notification from you that you wish to move".....

After explaining that I filled out the online form, and have been contacted already, they proceed to tell me that I must be mistaken, as I've definiately not informed them of the move.......
So, I say 'ok, thanks, bye'

I'm not going through this again

....just signed up with Telecom......

Telstraclear.......Don't you want customers?

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3 posts

Wannabe Geek


  Reply # 449198 17-Mar-2011 12:19
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We moved, and they made a simple number typo with our address (billing address was correct however), and we were left without any landline/internet for 2 weeks. I'm currently trying to get a suitable compensation package out of them, as we were using our mobiles for all that time, not to mention the stress, raised blood pressure and sheer anger of having to deal with their completely inept helpline. Grrrr.

Anyhoo, imagine my frustration when yesterday I was in my local mall, and there is TelstraClear offering 2 months free Homeplan to NEW customers! I now have a new minimum of compensation that it will take for me to stay with them. We've been their customers for about 13 years, and are completely frustrated at the way they are treating us. In the past if we've had any issues, they were very quick to help, and very generous with their compensation.

If they don't have a decent offer for me by the time of our next bill, then we're changing for good - they can join our list of people to never ever do business with again.

566 posts

Ultimate Geek
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TelstraClear

  Reply # 449199 17-Mar-2011 12:21
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Apologies guys, please email me Tim, online.marketing@telstraclear.co.nz and I can have issues dealt with quickly.

 
 
 
 


646 posts

Ultimate Geek
+1 received by user: 228


  Reply # 449268 17-Mar-2011 15:33
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TC. A nickels worth of advice.


1) Dont send call centres off shore. The cost saved isnt worth the loss in customers & customer satisfaction. A happy customer, is a customer you will keep.
( not sure if you do have off shore centres )

2) Employ competent people. No one wants to call up only to be mucked around. They want someone on the end who knows how the system works & what they are talking about, or at least if they cant, can redirect the user to another staff member who can.

A good example of this is the fail we know as Dick Smith Electronics. The Riccarton branch in Christchurch hires people with retail skills and not any technical knowledge ( funny that, with it being a tech shop ). Trying to get any in depth information about simple laptops, PCs & apple products is a waste of time & the staff simply read off the price tag sign, which leaves many a customer face palming, as well as the old couple who give up & walk out the door.

Yes Amy at the Riccarton mall branch. Im talking exactly about you. ( if you read these forums )




NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php

1 post

Wannabe Geek


  Reply # 449424 17-Mar-2011 23:27
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I recently had very similar issues moving house. In my case I thought the move would go smoothly since I gave plenty of notice and received plenty of assurances that the move would be "seamless". But alas it was anything but - I was without a connection for two weeks, and I feel that it would have been a lot longer had I not called them every day to prod and push. The call centre is an utter nightmare to deal with, and I never want to go through that again. I did give up at one point and contacted Telecom, but they told me they wouldn't be able to do anything until TC removed their equipment off my line, and that would just delay being connected even further.

The problem with TelstraClear is that their otherwise great product is wrecked by appalling customer service. My ten years plus of problem free service is now forgotten and replaced by a desire to go elsewhere.

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Ultimate Geek
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TelstraClear

  Reply # 449484 18-Mar-2011 09:34
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Again, please email me Tim, online.marketing@telstraclear.co.nz and I can have issues dealt with quickly.

BDFL - Memuneh
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Uber Geek
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  Reply # 449487 18-Mar-2011 09:45
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chris24: I recently had very similar issues moving house. In my case I thought the move would go smoothly since I gave plenty of notice and received plenty of assurances that the move would be "seamless". But alas it was anything but - I was without a connection for two weeks, and I feel that it would have been a lot longer had I not called them every day to prod and push. The call centre is an utter nightmare to deal with, and I never want to go through that again. I did give up at one point and contacted Telecom, but they told me they wouldn't be able to do anything until TC removed their equipment off my line, and that would just delay being connected even further.


There are some other things in play here. For example, are you sure there were ports available at your new address? Moving ports is something Chorus will do, and if there aren't ports available, then there aren't ports available. Obviously it does mean TCL should be aware of waiting times and provide updates, but just to mention one of the things that could cause delays.

chris24: The problem with TelstraClear is that their otherwise great product is wrecked by appalling customer service. My ten years plus of problem free service is now forgotten and replaced by a desire to go elsewhere.


I have to say I have been a TCL customer for over eleven years now, and the very few times I had to contact their call centre (one address five years ago, account plan changes twice moving up my plan and once removing my TV service) all worked fine, obviously with the mandatory waiting time. But once the call was answered I didn't have problems. The last change was about nine months ago and they would call me back in 24 hours, and they did.

I am not saying you guys are wrong, just saying there are other experiences around. And yes, the long waiting times are always annoying.






65 posts

Master Geek


  Reply # 449551 18-Mar-2011 12:51
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NZcrusader: you have no idea about cost cutting and how much cost you can cut down by outsourcing contact centre offshore. Stagnate revenue stream in telecommunication industry, they have no choice but to outsource. Look at all the goods you use everyday, aren't they made in 3rd world country? I for one relies on doing research and independent advises when it comes down to buying goods and services. Sales people are all talks and commission focused, if people are relying their knowledge then maybe they are a little too naïve. Remember good products doesn't require people selling them, I use them just
to negotiate the price :).

646 posts

Ultimate Geek
+1 received by user: 228


  Reply # 449758 18-Mar-2011 21:26
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Yes im well aware of the concept of cost cutting. I myself work in an ISP & the job I had before it had so much cost cutting in it, the owner was replacing adults & teenagers, with children & young teens so he didnt have to pay them minimum wage. ( under 16 yrs ) Not to also mention the cost cutting of cleaning materials, even down to dish washing liquid, which was probably lucky we didnt have a food standards inspectors come by.
(Yes, yuck!, need I say more. Poor Rolleston residents....) 
  


Having customer service locally as opposed to off shore does have its benefits, more customer satisfaction, easier to understand most of the time & not to mention well desired jobs by NZers...
I guess it just comes down to what the company deems more important to them. It would probably be incorrect to say that businesses wouldnt want to maximize profit when applicable.


  
And yes, I always check the prices & information about any piece of equipment I want to purchase. However sometimes you are able to haggle a bit or do a deal, as well as sometimes other scenarios happen. Not discouraging sales reps. But it was disapointing with the example of DSE how they wernt employing people with at least a basic knowledge on the equipment at their designated station & were unable to help with pricing queries, including a variety of customers ( not just my gf & myself ).


;)  






NZ / AU Battlefield 4 Gaming Community
http://www.sonsofvalour.net/forums/forum.php

3 posts

Wannabe Geek


  Reply # 449800 19-Mar-2011 08:19
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Update - I sent an email to above address as supplied by Tim from Telstraclear, and I did get a phone call reasonably quickly. I'm starting to feel like I'm actually getting somewhere now. I did reiterate all my concerns about how their systems completely let me down, and hope that they are doing something to address that. They just may have done enough to keep us with them. But what is annoying - and I did say this to them - that it has to go this far before someone suitable contacted us (I had tried to talk to supervisors and managers before this to no avail).

When I'm not having problems, I'm happy with the product they offer. We only need to deal with them every couple of years or so, and over the past 6 or so years their helpline has been getting progressively worse. It started with long wait times, but you'd still get great help. The wait times this time around were a lot better, but the help was significantly worse. They do need to completely reassess the helpline and how it handles ongoing complaints - trying to escalate it was pretty much hopeless, and your only option is to call the same number that has continually let you down.

So we're hanging in there at the moment, just so long as my next account shows all the promised compensation!

43 posts

Geek


  Reply # 451470 24-Mar-2011 14:41
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We've been 3 weeks now without phone and Internet. The problem appears to be the fact we're on a new street that is not in their system. The latest email today said (yet again) "... apologies, ... we have not added the exact address on the system as we are still in process." This after I faxed them a map and links to the council web site pinpointing our address over 2 weeks ago.

I rang Telecom today and they said they had records of another connection on our street, and it would take about a week to get the services on. Very tempting (even if does mean cancellation fees with TelstraClear for our mobile plan etc). And what a breath of fresh air to speak to a kiwi after about 5 minutes!!!

Personally I feel TelstraClear are a long way behind most other NZ-based companies in terms of customer support. It appears they have a policy of avoiding NZ staff at all cost. It took almost 2 weeks of calls and emails to finally get an escalation put on our issue. And even then it couldn't go straight from frontline customer support  to the 'new connections' department, it had to be first escalated to 'upper management', where it apparently currently sits (although it doesn't seem to have done much good, based on the lack of any progress since that happened over a week ago).

Cheers
Greg

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