Why are Chorus techs so blasted useless?

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gzt

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#617369 30-Apr-2012 11:57

More a job for Fair Go than the Commerce Commission. It is a common experience, and the system needs something like that to shake it up a bit and do better procedurally in the difficult cases.

I'd encourage the OP to contact them. It has all the ingredients of a classic Fair Go story.

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chevrolux

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#617409 30-Apr-2012 12:55

Kyanar: Auckland, so we're covered by Visionstream. It's all underground stuff. But just to correct one point, they're not disconnecting my line, they're breaking it - instead of just no dial tone, every time a Chorus/VS tech goes near it, my one is pulverised into static and what sounds like radio interference, with the DSL connection crippled beyond usability (currently, it's so slow I've disconnected from my router's wireless and I'm using the hotspot on my XT mobile). With the ring once cut out thing, no - never happens.

It's got to be a bad joint in the CT then and, as I said earlier, should have been fixed the first time as it is the minimum expectation when entering a CT.

I'm waiting for @ChorusVan to make an appearance in this thread and see what they have to say.

Kyanar

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#617499 30-Apr-2012 16:17

networkn: Err what? You realistically expect 100% good experiences from a company? Companies are full of people, people make mistakes. I run an IT Company. We strive for excellence every day. Are we perfect? Of course not. We aim to be as good as we possibly can be. Chorus is a company just like any other.

Commerce Commission would have no power here. They investigate misleading business practices and play a part in upholding the current legal requirements for a companies trading practices, particularly around warranties, and advertising. To suggest they would be involved because a staff member from a company didn't turn up to do a job when they said they would, is just nonsense. If they were responsible for this, almost every company in NZ would have to be investigated over 10 years.

Also your comment about Telecom, I am not sure where to start, but it's just wrong.

No, but I do realistically expect 0% terrible experiences from one. And frankly, with how often Chorus breaks stuff, and refuses to take ownership of the issue when they do, I think that's quite within the realm of poor trading practices, and certainly within the scope of the Commerce Commission's prerogative. I didn't say they should be investigated for not showing up, I said they should be investigated for breaking people's service, and when challenged about it simply shrugging it off and declaring it your problem.

chevrolux: It's got to be a bad joint in the CT then and, as I said earlier, should have been fixed the first time as it is the minimum expectation when entering a CT.

I'm waiting for @ChorusVan to make an appearance in this thread and see what they have to say.

Well, they seem to have "fixed" it again (by which I mean someone from Chorus did a stealth drive by, fiddled with a cable, and didn't bother to tell me which they were supposed to). I now have 4Mb/s internet, which is up from the 40Kb/s I had yesterday, and down from the 12Mb/s I had 3 months ago before the first Chorus tech broke my line fixing someone else's.

Do they actually have a presence on GZ?

networkn

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#617500 30-Apr-2012 16:21

Even if they had a GZ presence I certainly wouldn't use this medium as a method of getting support. Your ISP is your channel for communications. Get hold of a supervisor, speak firmly and calmly about your issues and get them to give you the plan of attack, the timelines and ask them to confirm with you at each step.

This will yield better results than attempting to communicate with Chorus via GZ.

BlueShift

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#617502 30-Apr-2012 16:25

networkn: Even if they had a GZ presence I certainly wouldn't use this medium as a method of getting support. Your ISP is your channel for communications. Get hold of a supervisor, speak firmly and calmly about your issues and get them to give you the plan of attack, the timelines and ask them to confirm with you at each step.

This will yield better results than attempting to communicate with Chorus via GZ.

I don't know about Chorus, but a lot of people seem to have better luck communicating with telcos va GZ than by call-center...

freitasm

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#617503 30-Apr-2012 16:26

The problem is that the OP is not a Chorus customer. The ISP is a Chorus customer. The OP must contact his ISP to get things going.

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Kyanar

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#617589 30-Apr-2012 19:29

And unfortunately my ISP doesn't seem to be able to get Chorus to do anything. As it happens, Chorus did not come to fix my line today, they just must have accidentally bumped it because I still have no dial tone and that 4Mb/s internet has just dropped again to 1.5Mb/s (with high error rate). 4 days after requesting a tech, nothing. The last time, it took 7 days - and that was after Chorus just closed the call without actioning it and without notification, so Orcon had to re-open another one.

ChorusVan

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Chorus

#617624 30-Apr-2012 20:18

We're sorry to hear about your bad experience. There are many different reasons for a service fault and when you raise a fault with your provider, we will work with them to get you back online as quickly as possible.

Kyanar

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#617810 1-May-2012 09:43

Well, I got a call from a tech at 8PM last night (so hats off to the fellow for calling me - out of hours - to confirm whether the issue was resolved. I'd have preferred the issue to have actually been fixed but that's certainly a good start) - as it happens he had tried to fix it yesterday, just was not successful, and will be trying again today. So fingers crossed.

I'll still be having my provider escalate a formal complaint about the techs destroying my line once every 1-2 months though, that's getting REALLY old now.

frizianz

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#617870 1-May-2012 12:19

Who is your provider?

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