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invisibleman18
590 posts

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  #2575314 28-Sep-2020 14:05
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dimsim:

invisibleman18:


Not so much "really annoyed" but a couple of disappointing customer service experiences this week.


We've been with Genesis for power for 8 years, and a few times a year they offer a "power shout" when you can pick a day and have free power for a set number of hours (in this case it was 4 but can sometimes be 6 or 8). So we'll tend to do it on a weekend afternoon, and blast everything (heaters, dryer, oven prep meals for the week etc). So last Friday night my partner thought she booked it for Saturday afternoon. Then on Monday it appeared on the app as being on the Friday afternoon when we were both out at work and not home to make use of it. Tried to query this with Genesis as we had intended to book the Saturday and were told "you booked Friday and we can't change it after date" despite the fact we booked it after the time it was supposedly allocated to. So said that was a shame after being a long term customer and we'd had a quote for a significantly cheaper bill elsewhere (which was true) so might look to take that up and they rudely said "sorry you feel that way, but it's been credited to the day you booked." No effort at all to keep us so for the sake of what turns out to be about an $18 credit they've lost a long term customer.


 



 



I think id only move on from a poor provider now after having got zero satisfaction from a manager rather than simply poor service from the frontline in a call centre.



Yeah. To be honest we were already looking to change anyway and had a few price comparisons we were weighing up. I was previously with the one we've changed to until moving in with my partner who didn't want to change what she already had. The "sorry you feel that way" comment was the catalyst for her to realise that actually she doesn't owe them any loyalty.

Senecio
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  #2575400 28-Sep-2020 15:21
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I'm signed up for the Queenstown marathon on 21-Nov. No decision has been made but it's highly possible that this event may be cancelled, or at the very least I may not be welcome coming from Auckland. I have no issue with this as I signed up months ago when we were in level 1 and I made sure I was aware of the T&C's wrt. cancellations. Those T&C's clearly indicate that no refunds will be given and that credit will be available to be used for a future event, either a rescheduled Queenstown marathon or another event run by Ironman NZ.

 

Again, no problem with this, but it does annoy me that they are still advertising on-line trying to entice people to register for the event even though they can't be sure it will go ahead. They're quite happy to take these people's money and hold onto it until such a time when the event can be held. People have tried to enquire through the comments section on the cancellation policy but have not received any engagement from the organisers. So I've taken it upon myself to reply in the comments with a link to the T&C's. 


 
 
 
 


networkn
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  #2575401 28-Sep-2020 15:24
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We were expecting a frosty reception in QT this week after hearing some disappointing stories regarding locals attitudes to Auckland visitors, but we were received well.

 

 

 

Given the rest of NZ is L1, I'd expect those except Aucklanders would likely to still go ahead surely?

 

 


Geektastic
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  #2575402 28-Sep-2020 15:26
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The number of times neither Keychain nor Dashlane record the password when I have to update it from what they originally held. More Dashlane though.





wellygary
5004 posts

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  #2575410 28-Sep-2020 15:38
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Senecio:

 

I'm signed up for the Queenstown marathon on 21-Nov. No decision has been made but it's highly possible that this event may be cancelled, or at the very least I may not be welcome coming from Auckland. I have no issue with this as I signed up months ago when we were in level 1 and I made sure I was aware of the T&C's wrt. cancellations. Those T&C's clearly indicate that no refunds will be given and that credit will be available to be used for a future event, either a rescheduled Queenstown marathon or another event run by Ironman NZ.

 

Again, no problem with this, but it does annoy me that they are still advertising on-line trying to entice people to register for the event even though they can't be sure it will go ahead. They're quite happy to take these people's money and hold onto it until such a time when the event can be held. People have tried to enquire through the comments section on the cancellation policy but have not received any engagement from the organisers. So I've taken it upon myself to reply in the comments with a link to the T&C's. 

 

 

With the PM talking about Xmas travel bubbles with OZ, I don't think its unfair to be advertising the Q'town marathon  in mid-late November,

 

Heck they are still adverting the AKL marathon on 1 Nov,- and will only give you a credit or deferral until the following year, no refund..


MurrayM
1995 posts

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  #2575815 29-Sep-2020 13:30
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floydbloke:

 

Could be KPIs as well.  I think Contact Centre efficiency is often measured on call volumes, handling times and answer times, rather than the quality of service delivered during those calls.

 

 

Absolutely. The office in which I work has one of our call centres on the same floor as where I work (although I'm not involved with the call centre). They have large screens on the walls showing the current call volumes, handling times and answer times. They also give awards to staff for having good stats.


geoffwnz
859 posts

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  #2576002 29-Sep-2020 17:50
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networkn:

 

We were expecting a frosty reception in QT this week after hearing some disappointing stories regarding locals attitudes to Auckland visitors, but we were received well.

 

 

If you were still down this way (currently staying in Wanaka) yesterday (Monday28th), you'd have gotten a response so frosty it was snowed under.  But then, the weather doesn't really care where you're from.  It's an equal opportunity provider.





 
 
 
 


Geektastic
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  #2576400 30-Sep-2020 11:02
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The fact that ASB saved payees are not global.

So if I pay Fred from my personal account and save the details, those details do not appear in the saved payee lists for any of my other ASB accounts such as Trust or Business.

Very irritating.





networkn
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  #2576564 30-Sep-2020 15:56
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When you have a terrible experience with food at a "restaurant" and rather than leave a scathing review you try to contact the owners via social media to alert them to your experience, you can see they read the message but didn't bother to reply.

 

Oh well, bad review time I guess. Maybe they will do something about it then!

 

 


richms
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  #2576577 30-Sep-2020 16:20
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Geektastic: The fact that ASB saved payees are not global.

So if I pay Fred from my personal account and save the details, those details do not appear in the saved payee lists for any of my other ASB accounts such as Trust or Business.

Very irritating.


I prefer that since it means that others who have access to the other accounts can't see my payees in the list like if adding one was going to add it to all accounts.




Richard rich.ms

Handle9
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  #2576900 1-Oct-2020 05:00
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Changing the region in your Microsoft account doesn't actually change the region. Hey Microsoft, you know that people move countries right?

 

The poor CSR had no idea what was happening either. They were super helpful but aaaarrgh!!!

 

 


Behodar
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  #2577848 2-Oct-2020 11:01
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I went to a vendor's support forum and posted a question. A week later I got an automated email chastising me for not having flagged any of the responses as a solution. This is despite the fact that nobody had replied.

 

How about testing this sort of thing before sending stupid emails?


Rikkitic
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  #2577865 2-Oct-2020 11:41
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Awhile back, someone at Countdown management confused about the proper role of a food retailer, decided that their low-paid checkout people were eminently qualified to be morality police and determine who is allowed to purchase alcohol when young people, who might or might not be underage, and might or might not be the purchaser's own children, were in the vicinity. Similarly, such employees have now been determined to possess medical qualifications sufficient to regulate public consumption of paracetamol. Isn't it heartwarming that our supermarkets have such a concern for public welfare, and such a determination to enforce it? 

 

 





I don't think there is ever a bad time to talk about how absurd war is, how old men make decisions and young people die. - George Clooney
 


networkn
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  #2577955 2-Oct-2020 12:41
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I have no issue with Supermarkets policing alcohol and cigarettes, but one person OD's on Panadol and the answer is police everyone? Egads. 

 

 


networkn
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  #2577983 2-Oct-2020 13:13
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Grammarly, who despite having a discounted rate I signed up for are prepared to let me leave as a customer rather than let me continue at the rate I was. Took 10 days to get an answer on top of this and have the most annoying adverts. Good Product, but I am over it.

 

 


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