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  Reply # 49124 19-Oct-2006 19:49
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sbiddle:
MrMeargi:

I Don't mean to Slate TCNZ's product, ADSL isn't just their product though - Its a service avaliable through their network.

When i draw attention to ADSL Vs Cable, thats what I mean - the companies suppling it are just that - suppliers.


 



I believe TCL may actually have a few DSLAMS still hooked up to their Wellington network for internal use. ADSL can't be that bad! :-)



Quite a few, as i'm sure you know. Not many people know that TCL has copper cabinets around the country, supplying voice and ADSL services. It's just they are in the business districts because that's where the demand was when Clear was setting up.... and given cable covers the Wellington suburbs, why overlay ADSL there?

It's good that TCL did in fact acknowledge (even if was very gentle) that there are service problems, and even more that they chose to make a comment. And also to confirm they are augmenting, upgrading and improving the service level on the network.

So much so I might even consider joining.....

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  Reply # 50160 29-Oct-2006 13:58
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MrMeargi I can see why you would find this all so frustrating. If it is any consolation myself, and everyone I have talked to, agree that the staff at TCL are always very nice and helpful but it’s the processes that seem to fall over far too often. Most of my problems were related to communication problems between TCL and the Wellington subcontractor and in particular communication problems within the subcontractor’s organisation. To me it sounds like the information system is the problem.


As for solving the problems management will not address problems they don’t know about and don’t know what they don’t measure, I suggest Customer Defection Analysis. Ask people why they stopped using TCL and look for trends. Additionally you can survey new customers and current customers. If you are interest look up:


Reichheld, F. (1996). Learning from Customer Defections. (Cover story). Harvard Business Review, pp. 56,67.


Anyway, forgetting the theory I know there is some real work being done. Hopefully that will help, we all want TCL to reach its potential because we enjoy the product.


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