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144 posts

Master Geek
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Topic # 79955 24-Mar-2011 18:35
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This is a rant from a very angry customer (me), please tell me if you think I’m out of line

It all started on the 19th of Feb 2011 when I went into my local Vodafone store to sign up for "Fixed line/Broadband + Free MySky upgrade, which would be a saving of about $45/month over my old Telecom + Paying for the MySky, I had a good chat with the sales lady who I will call “V-GIRL”

Being one for details I asked the following questions



Q1: Would the Data speeds be the same as with Xtra? A: Yes
Q: 2 how long is it likely to take to get the MySky? A: normally a couple of weeks but up to 4 weeks

Q3: Would the change over be seamless?  Ie: no disconnection from the internet A: Yes
Q4: Would I be able to pick up the MySky decoder from the Sky TV store? A: Yes

The reason I wanted to be able to collect the decoder myself is this, I have a Home Theatre system with more wires than a space shuttle & I installed it and I know where everything goes, after a short phone call to Sky TV, V-GIRL said that wouldn't be a problem but I would still have to pay the $50 for the installation. I said “that’s fine”

 

So the following weekend (26-27 Feb) was the changeover to Vodafone, I was away on the Saturday but when I returned home on Sunday, NO INTERNET!!! I was a little bit pissed at this point but let it slide.

 

Early the following week someone from Sky phoned to ask me my address, as the address on the Vodafone work order didn’t match the address they already had for me in there system, I told them my address and they said they would have to send the work order back to Vodafone for it to be corrected. While on the line to the Sky lady I asked if my decoder was still going to be sent to the Sky Shop for me to collect, she said “sky don’t do that, a tech would have to come out and install it” I said I’m more than able to connect a decoder and that my wife and I both work 8-5 weekdays and would be unavailable on Saturdays for the next few weeks for a tech to come. I was bluntly told that that’s how they do it and there are no exceptions.

By this point I’m getting rather frustrated.

 

So the days & weeks go by, no phone call or any communication, on the 14th of  March My wife E-mailed V-GIRL - no response, my wife then Phoned and managed to get hold V GIRL, she said she would check it out, she E-mailed later that day to say the decoder would be a week or two away

 

HOLDON, 19th of Feb I signed up and now on the 15th of March and it could be a week or 2 away!! It’s already been over 4 weeks

 

On the Thursday the 17th I decided to call Sky and ask what the hold-up was, they told me they had just received the work order that day, I think someone may have forgotten to follow up after the address debacle.

 

22nd March, I receive an E-mail from V-GIRLs Manager,

In brief 

“…. Sky services have been switched over to Voda …. MySky can now be processes…. Blah blah your job has been escalated…. Unfortunately you cannot collect decoder, tech will call to make appointment”

 

Yay we will get it installed on Saturday 19th Feb, (my only free weekend for the month) OR NOT, no call… until Monday morning 8:30ish, the tech saying he would be at my house around11:00am BUT IM WORKING!!!!,

Me: what hours do you work?

Tech:8:00 am to 7:00pm

Me: Cool, can you pop over at5pm?

Tech: Oh no I only do paperwork from4:30

Me: Ok then how about Thursday?

Tech: I’ll have to check with sky, they set the appointments

Me: OK THEN, GOODBYE

 

Wife calls me and says she’s starting work at11amTuesday and Wednesday. I tell her to call the tech and arrange for him to arrive early.

Tech: Oh I’ll have to check with sky

 

Finally yesterday the tech arrives,

Tech: grrr, how do you f@#$ing work this thing (cant figure out my AVR or TV)

Wife: DO YOU NEED SOME HELP? (Sorts it out in seconds)

 

I get home at5ish, hmmm why isn’t my wifi working? Oh being changeover day maybe I have to install the Vodafone router, done that but still no internet, phoned Voda to hear that they were having “issues”

 

Well at least the MySky is working. I check the cables, THE DICKHEAD didn’t take any notice of the fact that I have the sky going to my bedroom via the RF out of the old decoder.

 

Now I have to call Sky,

Sky: you will need a RF modulator sir

Me: can I pick it up from the Sky Store?

Sky: No a tech will have to come and install it and they are $49

Me: are you serious? I will pay for it with my credit card and you can just courier it to me!

Sky: Sorry we don’t do that.

 

So today I spoke to a guy I know quite well who has been doing home theatre for 30+, he told me to go in to the Sky store, he picks up modulators all the time, so I went in to the sky store after work today

 

Me: Hi, I’m after a RF modulator

Salesperson 1: a RF modulator? What’s that?

Me: it sends an AV signal down the aerial cable to the TV in my bedroom, my old decoder had RF out by my new MySky decoder doesn’t.

Salesperson 2: They are $49

Me: that’s cool

Salesperson 2: but we will have to send a tech out to install it

Me: you mean you can’t just sell me one and let me take it home and plug it in?

Salesperson 2: No we can’t

Me: I just spoke to an installer and he….

Salesperson 2: (buts in) and who was that?

Me: (Told her the name)

Salesperson 2: Shrugs her shoulders

Me: He said he comes in all the time and collects Modulators

Salesperson 2: we can’t give you one, a tech needs to install it.

 

And this is where I finally lost it!!

 

 

 

 

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130 posts

Master Geek
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  Reply # 451560 24-Mar-2011 19:09

Your experience is appalling. That just reinforces my theory, if it works, don't change it.

In saying that, vodafone as an ISP from memory got a worst result for customer satisfaction than xtra (in the consumer magazine)  

192 posts

Master Geek
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  Reply # 451750 25-Mar-2011 12:09
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WOW! Sounds like a mini VF fail on the address part and major business rule failure on Sky. I understand most wanna be geeks like to install their own kit, get it all wrong and complain like hell at the customers reps because it's their fault.

Sky must make some concessions available for people who really do know what they are doing. The Tech / Customer reps have their hands tied and senior management need to find a compromise.

It must be a day for customer experience disappointments, chap from Slingshot didn't fair much better on his BB switch - http://www.geekzone.co.nz/forums.asp?forumid=81&topicid=80003 .

That's why I will be sticking with BB from Telecom and have MySky separately from Sky. I dread the day I have to move house and experience this!


Edit: swapped MS Office ? back to '

 
 
 
 


Banana?
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  Reply # 451775 25-Mar-2011 13:27
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You can just go to Jaycar and pick up a modulator...

edit: Just checked. They cost more from there though. 

362 posts

Ultimate Geek
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Reply # 451791 25-Mar-2011 14:18
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A very sorry tale and with all the hastles, simply not worth any slight monetry gain that you may have had. I am of the opinion that if what you have works and works well, then be happy with your lot and leave it at that. I would never consider changing my telecom / Xtra setups as the experiences of people on here who end up having problems, makes it to me a 'No brainer" and there are enough problems in life without adding more. I hope it all works out for you in the end.
Laughing

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  Reply # 451792 25-Mar-2011 14:24
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Hi Milutiche

I have spoken to some people in Vodafone and someone will be contacting you about your post and hope to put things right

Thanks John



144 posts

Master Geek
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  Reply # 451849 25-Mar-2011 18:09
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johnr: Hi Milutiche

I have spoken to some people in Vodafone and someone will be contacting you about your post and hope to put things right

Thanks John


Well i've simmered down now so they should be safe . . . .



144 posts

Master Geek
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  Reply # 452486 27-Mar-2011 17:55
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I managed to get the next tech to just drop the RF modulator in my letterbox so I could install it when I got home. He's probably going to get a written warning now for responding to a customers request.

192 posts

Master Geek
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  Reply # 452491 27-Mar-2011 18:07
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Milutiche: I managed to get the next tech to just drop the RF modulator in my letterbox so I could install it when I got home. He's probably going to get a written warning now for responding to a customers request.


Lets hope not! :) You can always write a letter to their boss, thanking the Tech for being 'so flexible' with a customer request.



144 posts

Master Geek
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  Reply # 453255 29-Mar-2011 20:30
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scorpiworld:
Milutiche: I managed to get the next tech to just drop the RF modulator in my letterbox so I could install it when I got home. He's probably going to get a written warning now for responding to a customers request.


Lets hope not! :) You can always write a letter to their boss, thanking the Tech for being 'so flexible' with a customer request.


I suppose I could . . . . .



144 posts

Master Geek
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  Reply # 453256 29-Mar-2011 20:31
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johnr: Hi Milutiche

I have spoken to some people in Vodafone and someone will be contacting you about your post and hope to put things right

Thanks John


How were they planing on contacting me?

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  Reply # 453257 29-Mar-2011 20:32
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Milutiche:
johnr: Hi Milutiche

I have spoken to some people in Vodafone and someone will be contacting you about your post and hope to put things right

Thanks John


How were they planing on contacting me?


Phone call this week

94 posts

Master Geek
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  Reply # 453267 29-Mar-2011 20:46
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Must be good to get that off your chest mate!

I fully know how it feels dealing with horrible customer service so I feel your pain

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  Reply # 453450 30-Mar-2011 12:05
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scorpiworld: Sky must make some concessions available for people who really do know what they are doing. The Tech / Customer reps have their hands tied and senior management need to find a compromise.


I agree with you about the modulator but having seen a MySky install recently there is no way a customer could do it themselves.  Even if the customer had the necessary hardware to check the signal they wouldn't know the IVR number to ring to activate the card and who to call when the card hadn't been provisioned properly and then they would be bitching that they didn't get the services they ordered.

I'm @nate
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  Reply # 453590 30-Mar-2011 19:46
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Not helpful to your issues, but I've recently had the MySky upgrade + Vodafone naked DSL done and it was a pretty smooth process.

The one hiccup was a delay pair Sky with my Vodafone account, but after asking on Twitter I received an email within the hour with the booking date.

What impressed me with the installer is he was unable to get hold of me on mobile, but drove past my place anyway - when he saw my car in the driveway he dropped in, asked if he could install (I'd stopped by home briefly to pick something up) and was gone again in 10 minutes.

I can see why the installers insist on doing everything themselves - they have a checklist which they follow and I assume this saves on a lot of frustration later on and calls to the Sky helpdesk.






144 posts

Master Geek
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  Reply # 453597 30-Mar-2011 20:09
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graemeh:
scorpiworld: Sky must make some concessions available for people who really do know what they are doing. The Tech / Customer reps have their hands tied and senior management need to find a compromise.


I agree with you about the modulator but having seen a MySky install recently there is no way a customer could do it themselves.  Even if the customer had the necessary hardware to check the signal they wouldn't know the IVR number to ring to activate the card and who to call when the card hadn't been provisioned properly and then they would be bitching that they didn't get the services they ordered.


Simple, Have the card activated when the decoder is collected from the sky shop and the dish is already setup so there shouldn't be any issues with that.

It must be the only piece of consumer equipment that the retailer WON'T allow the customer to install.

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