Chorus no-shows

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cddt

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#250695 21-May-2019 19:50

Does anyone have advice on how to deal with Chorus' frequent no-shows?

I've had appointments rescheduled at least six times (I have lost track), which I understand, because priorities change, things take longer than expected, etc. That's fine. But what's annoying me is when they ring to ensure you'll be there for the appointment the following day, and then don't show up. This has happened twice now, so I'm out two days of annual leave.

Is there any way I can guarantee I don't waste any more precious days of leave waiting around for a crew to maybe attend at the time they chose and scheduled?

I don't care if it takes another three months to get fibre (I am a patient person!), but I do care if they're going to muck me around every week. Last time I called the guy didn't give any reason for not showing, he just said "it's been rescheduled for the 21st". Then why the hell did you ring me on the 2nd and confirm I would be at home all day on the 3rd? Why did you send me a text message a few days ago confirming you would be here on the 21st, and then not show up?

[/rant][/vent]

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#2242622 21-May-2019 19:52

Get @chorusNZ to look into the No shows

msukiwi

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#2242623 21-May-2019 19:54

Send them an invoice for your time!

cddt

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#2242625 21-May-2019 20:05

Thanks guys. Needed to get that off my chest. I'll send @ChorusNZ the reference and details tomorrow.

As for the invoice, I would love to, but I suspect it would hinder my chances of ever getting fibre (and I need to, my VDSL is really, really poor).

hio77

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#2242635 21-May-2019 20:32

Speak to your provider, they will have a process to esclate this back to chorus.

Techs Achieving appointments is a big KPI for chorus

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chevrolux

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#2242646 21-May-2019 20:39

hio77:

Speak to your provider, they will have a process to esclate this back to chorus.

Techs Achieving appointments is a big KPI for chorus

Haha that must be quite the depressing set of metrics to review at the monthly meeting then!

Batwing

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#2242653 21-May-2019 20:49

Maybe you'll get lucky and they'll show up unannounced one day when you just happen to be home like they did for me.

hio77

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#2242655 21-May-2019 20:53

chevrolux:

Haha that must be quite the depressing set of metrics to review at the monthly meeting then!

Well it's not exactly presented in the context of "no shows" but, you know how data is... It's how you shape it, and flip it on it's head and well... you have your number.

To be fair to chorus, with the volume that they do, the numbers aren't that bad.

https://www.tcf.org.nz/industry/workstreams/current-projects/fibre-installation-process/tcf-fibre-installation-code-for-public-consultation-april-2019.pdf

Note the consult and you will see the roadmap.

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Chorusnz

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Chorus

#2246303 27-May-2019 09:34

@cddt I can fully appreciate how frustrating it is to expect someone to show up only to have it changed last minute or have them never pitch.

As hio77 pointed out this is a big metric for us and if you look at the overall numbers we perform hundreds of installs a day without any issues.

Normally I find there is some other underlying issue happening out of sight that needs to be resolved which is causing the reschedules. Communication is sadly not always a strong point for the field techs. It’s one of the areas that is under constant review for improvement.

If you would like to send us a private message with your address, I would be happy to look into things in more depth with you and get to the bottom of this. ^Richard

Bluntj

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#2246309 27-May-2019 09:57

Chorusnz:

@cddt I can fully appreciate how frustrating it is to expect someone to show up only to have it changed last minute or have them never pitch.

As hio77 pointed out this is a big metric for us and if you look at the overall numbers we perform hundreds of installs a day without any issues.

Normally I find there is some other underlying issue happening out of sight that needs to be resolved which is causing the reschedules. Communication is sadly not always a strong point for the field techs. It’s one of the areas that is under constant review for improvement.

If you would like to send us a private message with your address, I would be happy to look into things in more depth with you and get to the bottom of this. ^Richard

Really? How difficult is a quick call or text to advise a cancellation etc? This is normal practice for all tradespeople. Why are Chorus installers any different?

nzkc

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#2246311 27-May-2019 10:04

Bluntj:

Why are Chorus installers any different?

Are they though? In my experience its common (in NZ at least) for this to happen. Its quite the frustration especially if you have taken time off work or made adjustments to be able to work from home.

Edit: To be clear - I'm not saying its right!!

networkn

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#2246313 27-May-2019 10:07

Bluntj:

Really? How difficult is a quick call or text to advise a cancellation etc? This is normal practice for all tradespeople. Why are Chorus installers any different?

I think you must deal with *very* different trades people than I have over the past 20+ years. The number of trades people we have that turn up on time, or advise they will be late is very low.

Communication issues are amongst the most common issues we ever experience. I would have no issue finding others in my neighbourhood with the same experiences. I have tried outlining at the start of the project how important it is, with agreement from all parties. The reality is, it doesn't usually happen to anywhere near the standard I'd hope for.

Advising of a cancellation is fine if it's known in advance and communicated from the field.

Should it be better? Of course! Should they strive for perfection? Yes.

Dingbatt

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#2246392 27-May-2019 10:52

I have got to the stage now where I point out to tradespeople, that I am pedantic about the work done for me. If they don’t think they can meet my standards (including communication), then don’t even bother quoting.

I have my fibre install booked, I know exactly where I want the ETP and ONT to go and will be watching as they do it. But I have taken the day off for the install, I never considered they might not show up.......

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

networkn

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#2246397 27-May-2019 11:07

Dingbatt: I have got to the stage now where I point out to tradespeople, that I am pedantic about the work done for me. If they don’t think they can meet my standards (including communication), then don’t even bother quoting.

To be honest, you must be pretty fortunate as I've had trades people walk away from jobs plenty of times with comments like that (or they assure you up front they will and just do as they please). The reality is, in Auckland at least, the good contractors are so busy, if you are a PITA to deal with (expecting more than other customers) then they can find a list as long as their arms of people who would take your slot.

We have tried to pare back our expectations somewhat whilst still requesting that trades people do their best to stick to deadlines, appointment times and good work standards.

Dingbatt

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#2246421 27-May-2019 12:36

Yeah, the point is, I don't mind paying for a job to be done properly. If they can't guarantee their workmanship then I don't want them.
As far as the fibre Install goes, I have pre drilled the holes required in the walls and even put in cable clips on the route from the ETP to the ONT. In the case of our Sky install I ran the RG6 cable for the tech. Saved him time, and I got the cable exactly where I wanted it. I'm hoping the Chorus tech will see it the same way.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

openmedia

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#2246710 27-May-2019 23:09

Batwing: Maybe you'll get lucky and they'll show up unannounced one day when you just happen to be home like they did for me.

They did that to me as well. Turned up with no warning to re-scope the project and my wife was very confused.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

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