XNet HSI Broadband Flood

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wmoore

510 posts

Ultimate Geek

#61440 21-Feb-2007 13:43

Grant17:
raytaylor: Hey grant. I am interested to know. When you signed up for xnet, what was the customer service like. Were they the asian / indian / poor english type? Also was the sound quality allright at the call centre?

I have talked to various people at the XNet/WorldxChange call centre and always got hold of a person with excellent spoken english. People I have talked to include Simon, Cameron, Matt, Wendy, Letitia and many more (hopefully I remembered the names correctly).

Just about all sound like Kiwis but one time I got someone with a slight Asian accent. All have been very helpful and usually answered the phone promptly without me having to wait on hold. Just occasionally I have had to wait, but it is never for more than a minute or two. If I compare this with other call centres I have dealt with recently (TelstraClear, Telecom, Mercury Energy, Top Energy) all I can say is:

WorldxChange's call centre is the best!

And No, there are no problems at all with call quality. Better, if I call them from my VFX number, they know immediately who is calling without me having to identify myself. That saves a lot of time and annoying questions like other call centres always throw at you: Name, Date of Birth, Billing Address etc, etc...

Hi

Totally agree with Grant..Excellent service...Call quality is fine..So much better than Ihug's call quality.

"In the end, it's not the years in your life that count. It's the life in your years." -
-- Abraham lincoln

raytaylor

4014 posts

Uber Geek

Trusted

#61477 21-Feb-2007 18:38

kwaan:

so you want to join an ISP that doesnt employs asians or indians and you are presuming that every asian or indian cannot speak clear english?

can you be any more racist?

I apologise if it seems racist to you, but it is a simple fact of life that call centres are designed to be a place where a business communicates with its customers. When I, or any other user that I know of, wants to talk to a business that uses a call centre, they want information to be passed back and fourth between the customer and representative with ease. Personally, and I know many of my customers have had problems where you call one of the 'Budget' ISP's, you are simply unable to understand what the person is saying because of their poor english. Couple that with a poor phone system (I personally refer to slingshot's) and it can be impossible to talk to the person. Sometimes worse than using a new cellphone, except your calling from a landline.

I dont believe there is anything wrong with asking what sort of standard of english that a company takes as its policy. I am completely ok if an ISP or any other company wants to place immigrants into its call centre, but those people have to be able to speak english with an understandable accent so they can sell products to, or help their customers. Many companies dont seem to follow this idea anymore.

There is a difference between being racist and asking if someone speaks with an understandable accent.

Ray Taylor

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kwaan

70 posts

Master Geek
Inactive user

#61483 21-Feb-2007 20:06

If that is the point then you still shouldnt choose an ISP on that basis.....surely there are people who can speak very good english but they have no clue about computers and system and how things work in broadband connections (good example is Xtra's helpdesk)

You wont be ringing up your ISP every day, so facing someone whose accent is not kiwi shoudlnt be a problem.....if those guys are not going to speak with more and more english speaking people then they are not going to learn....you have to give them a chance to learn and speak better.....

s.joseph

587 posts

Ultimate Geek

Trusted

#61499 21-Feb-2007 22:01

are you tied with slinshot for a year if you join them?

raytaylor

4014 posts

Uber Geek

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#61505 21-Feb-2007 22:35

kwaan: If that is the point then you still shouldnt choose an ISP on that basis.....surely there are people who can speak very good english but they have no clue about computers and system and how things work in broadband connections (good example is Xtra's helpdesk)

You wont be ringing up your ISP every day, so facing someone whose accent is not kiwi shoudlnt be a problem.....if those guys are not going to speak with more and more english speaking people then they are not going to learn....you have to give them a chance to learn and speak better.....

That is true. I do understand your point however I do make more calls to my isp than most other users and these people dont seem to get better, but instead have a high staff turnover rate so I do give them a chance, but in the mean time I am talking to someone different every time and it never gets better.

The other reason is I get asked every day which ISP do I recommend. Before I say to someone that xnet is good I need to know what the customer service is like. Especially because most of my customers are technologically illiterate and so I dont want them coming back to me saying that who i recommended was horrible, and having to sign them up myself. I have learned not to recommend a few isp's because of this.

Ray Taylor

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raytaylor

4014 posts

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#61506 21-Feb-2007 22:39

s.joseph: are you tied with slinshot for a year if you join them?

When I signed up with Slingshot, you have the option of the free install and free modem with a 12 month contract,
or you can pay the install / churn and supply your own modem and leave at any time.

Ray Taylor

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maverick

3594 posts

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WorldxChange

#61512 22-Feb-2007 07:26

raytaylor:
kwaan: If that is the point then you still shouldnt choose an ISP on that basis.....surely there are people who can speak very good english but they have no clue about computers and system and how things work in broadband connections (good example is Xtra's helpdesk)

You wont be ringing up your ISP every day, so facing someone whose accent is not kiwi shoudlnt be a problem.....if those guys are not going to speak with more and more english speaking people then they are not going to learn....you have to give them a chance to learn and speak better.....

That is true. I do understand your point however I do make more calls to my isp than most other users and these people dont seem to get better, but instead have a high staff turnover rate so I do give them a chance, but in the mean time I am talking to someone different every time and it never gets better.

The other reason is I get asked every day which ISP do I recommend. Before I say to someone that xnet is good I need to know what the customer service is like. Especially because most of my customers are technologically illiterate and so I dont want them coming back to me saying that who i recommended was horrible, and having to sign them up myself. I have learned not to recommend a few isp's because of this.

Hi Ray,

To try and answer your questions and here you will probably get a biased answer and I will make no apolagies for this

, I believe our Tech Support and Customer service is the best in NZ , our Call Centre has always been in the Top 3 for the past several years in the TUANZ awards including winning it this year, we pride ourselves on our support to the customers always have and always will. Thats also one of the reasons we support a forum like Geekzone we like to be open and give our customers another avenue to ask questions and we will answer directly where we can, I don't think you will find many our Telco's / ISP's that do this.

Now there are always going to be occurances where a customer may or may not be happy with the service they recieved from a Customer Service point of view and I suppose the old adage applies " You can not satisfy every one" but this will always be the case no matter who you are with, but I am personally pretty proud to have a customer service team like we have and I think you will find that they will suit most customer needs.

Regards
Phil Moore
Operations Manager
WorldxChange Communications

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

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raytaylor

4014 posts

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#61549 22-Feb-2007 11:41

Xnet will soon have me as a customer.

Ray Taylor

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illegalbrain

16 posts

Geek

#61704 23-Feb-2007 10:20

Grant17:
raytaylor: The other thing I like about these HSI plans is that if you dont use your chosen cap, they dont charge you for the unused data. If you go over, then its just 64k flat.

That's a unique offer in the NZ DSL market so far as I am aware. Everybody else makes you pay whether you use your full data allocation or not.

Man, that sucks. When we lived in Aus a couple of years back the major providers had this, they called it 'shaping'.

grant_k

3539 posts

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#61706 23-Feb-2007 10:33

illegalbrain: Man, that sucks. When we lived in Aus a couple of years back the major providers had this, they called it 'shaping'.

Traffic Shaping is another issue again and YES, it sucks -- witness the Go Large debacle.

Or are you referring to the practice of only being charged for the amount of data you use, rather than a fixed amount + overage?

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