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Topic # 128955 29-Aug-2013 16:11
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When our 12 months are up with telecom I'm thinking of switching to someone else, and might as well make the switch to VDSL at the same time. What I'm mainly concerned with, and the reason for switching, is customer service. Mostly I'd prefer customer service not to be fobbed off to Manila or somewhere. They should also:
* Have some understanding of what people are telling them, instead of a troubleshooting process that may as well include reinstalling windows.
* Not threaten people with a $140 bill to send out a technician, on a line that has had it's wiring and maintenance fees paid for over twenty years.
* Ideally the ISP would detect faults very quickly, and advise about faults on first calling.
* The electronic phone operator should be simple, short, and concise; preferably with a permanent 'hit 9 to talk to a person' like option at every layer.
* And importantly be committed to keeping these features, instead of switching whenever they feel like to a cheaper, inferior system.

Would also love some competition with Chorus as a line provider, but I doubt we'll be getting fibre in the area for another 6+ years, and I highly doubt the telstra/telstraclear/vodafone cable network will ever extend here.


Any suggestions? I'm in Christchurch.

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  Reply # 886619 29-Aug-2013 16:14
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Snap?




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  Reply # 886641 29-Aug-2013 17:12
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1) Start your own ISP and offer all these features.
2) Become worn down with the tight profit margins and often worthless customers.
3) Align your features slightly closer to those offered by other ISPs.
4) Repeat.

 
 
 
 


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  Reply # 886645 29-Aug-2013 17:21
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The problem is all big name ISP's out there offer the same level of service, they deal with computers on a day-to-day basis where Malware is most likely the problem of "slow internet" or the user literally does not know what they're doing. Out of all the ISP's I've tried I've found that Telecom is one of the better ones.

What you really need to do to avoid having to call up is have a reliable modem, and have your internal house wiring sorted and from there you'll hardly ever need to call them. If your internet is dropping off or experiencing unreliable speeds then get a master filter installed.

If you're wanting excellent customer service and don't want to worry about the cost an ISP like Unleash (Christchurch Based) is for you as they're more aimed towards the geek / business market so when you phone them, you're put on the phone with a person who can help.

In reality though, you're running from your problems to another ISP that will more than likely do the same, they need to tell you the potential charges associated with sending Chorus techs around, they need to go through all that troubleshooting in order to know what the problem is if it's not evident to them, they need to understand that not all customers are on the same level but your first step would be getting a master filter installed to avoid these phonecalls in the first place.

Master filters also come free with any VDSL installation, and Telecom are currently doing free install, free modem on a 12mo contract.




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  Reply # 886656 29-Aug-2013 17:44
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Not threaten people with a $140 bill to send out a technician, on a line that has had it's wiring and maintenance fees paid for over twenty years.


That is something that really really needs to be sorted. It boggles my mind why providers even mention it if the customer has wiring maintenance.

It also isn't completely the provider that is the problem either. Chorus fault man are getting really really lazy in regards to fixing internal wiring. I know they are getting screwed down on codes but it doesn't matter. They still need to do their job.



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  Reply # 886670 29-Aug-2013 17:49
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It's not the master filter, although I would like to install one at some point, and replace the house wiring and lead in to boot. No, it's scirt workers cutting through buried cables halfway down the street, and chorus switches going poof. Before that we haven't had to call telecom service since before they switched them over to Manila, whenever that was. And after today I don't expect to need to call customer service again for a long while, but when we do need it we expect it to be there and to be competent.

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  Reply # 886703 29-Aug-2013 19:13
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PaulBags: It's not the master filter, although I would like to install one at some point, and replace the house wiring and lead in to boot. No, it's scirt workers cutting through buried cables halfway down the street, and chorus switches going poof. Before that we haven't had to call telecom service since before they switched them over to Manila, whenever that was. And after today I don't expect to need to call customer service again for a long while, but when we do need it we expect it to be there and to be competent.


I don't understand what you're meaning here, when I've called I have always got the problem resolved in a timely manner. They submit a job to Chorus who takes care of it. It doesn't matter where the call centre is since as long as they're trained it's totally fine. I've had some of the best service out of their Manilla call centre I've ever experienced.




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  Reply # 886705 29-Aug-2013 19:21
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I ring many different call centers on a daily basis and have to say it is always nice to ring Telecom. They have by far the best call center.
They actually listen if you tell them exactly what the issue is. No need to follow all the BS troubleshooting when you know that the fault isn't your end.

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  Reply # 886713 29-Aug-2013 19:33
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chevrolux:
Not threaten people with a $140 bill to send out a technician, on a line that has had it's wiring and maintenance fees paid for over twenty years.


That is something that really really needs to be sorted. It boggles my mind why providers even mention it if the customer has wiring maintenance.

It also isn't completely the provider that is the problem either. Chorus fault man are getting really really lazy in regards to fixing internal wiring. I know they are getting screwed down on codes but it doesn't matter. They still need to do their job.


...because wiring maintenance doesn't cover installation of a master filter.

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  Reply # 886715 29-Aug-2013 19:34
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Inphinity: Snap?


Hi Paulbags,

We could be for you, our call centre is based in Christchurch, and if you want you can even come into our office to chat with one of our staff. have you checked at www.enablenetworks.co.nz to see when you can get fibre?

Thanks,
TheRalph




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  Reply # 886720 29-Aug-2013 19:54
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michaelmurfy:
PaulBags: It's not the master filter, although I would like to install one at some point, and replace the house wiring and lead in to boot. No, it's scirt workers cutting through buried cables halfway down the street, and chorus switches going poof. Before that we haven't had to call telecom service since before they switched them over to Manila, whenever that was. And after today I don't expect to need to call customer service again for a long while, but when we do need it we expect it to be there and to be competent.


I don't understand what you're meaning here, when I've called I have always got the problem resolved in a timely manner. They submit a job to Chorus who takes care of it. It doesn't matter where the call centre is since as long as they're trained it's totally fine. I've had some of the best service out of their Manilla call centre I've ever experienced.


chevrolux: I ring many different call centers on a daily basis and have to say it is always nice to ring Telecom. They have by far the best call center. They actually listen if you tell them exactly what the issue is. No need to follow all the BS troubleshooting when you know that the fault isn't your end.


Beyond 'it's not me' I can't know what the problem is until they tell me. I had no way of knowing if it was something specific to our line, since it had only been spliced back together that morning (along with who knows how many others); I didn't know if maybe chorus had come back to adjust something and broken it (and if so, do they know?) or if something else has gone wrong. Explaining that to them shouldn't result in a half hour bullsh!t session, where they p!ss you about, test your line despite being told dsl is up and atm is down, suggest moving routers around the house despite same, threaten to send technicians out and charge you $140, ad naseum, then finally admit that theres a network fault. Well no f&cking durr.

All of that is besides the point. I want to know who has better customer service, what I don't want is a lecture on why the horsecr&p I've been fed so far is actually delicious candy.

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  Reply # 886722 29-Aug-2013 19:59
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PaulBags:
All of that is besides the point. I want to know who has better customer service, what I don't want is a lecture on why the horsecr&p I've been fed so far is actually delicious candy.


As per my original reply, the only ISP I've dealt with anytime recently with support on the same level or better than Telecom, has been Snap. Most of the ISPs that have reps active on here, their GZ guys are really good to deal with, but in most cases, their general support lines are hopeless. But what people are trying to explain, is that, generally, Telecom are one of the better 'customer service' ISPs these days, and that to get 'better' is unlikely - there isn't much room to get significantly better. Every company has it's bad days, or it's bad reps, or just an issue that is left-field enough that it takes a while to find someone who can deal with it.




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  Reply # 886727 29-Aug-2013 20:09
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RalphFromSnap:
Inphinity: Snap?


Hi Paulbags,

We could be for you, our call centre is based in Christchurch, and if you want you can even come into our office to chat with one of our staff. have you checked at www.enablenetworks.co.nz to see when you can get fibre?

Thanks,
TheRalph

Cheers, I have to say I'm interested, although the 24 month sign up is a little daunting & it's the only affordable option for us right now. Already checked enables maps, which is why I said "I doubt we'll be getting fibre in the area for another 6+ years".

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  Reply # 886985 30-Aug-2013 11:27
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Voyager is epic, especially if you know what your talking about (they are definitely a business orientated service though) as you can talk tech babble (as many would describe it). Most of the times I've called them I've nearly always got their network engineer that picked up the phone. I also must mention they dont have a Tier 1 support only tier 2 and 3 which is more like tier 3 and above with how damn knowledgeable these guys are.

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  Reply # 887076 30-Aug-2013 14:09
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The $140.00 callout is not just Wiring and maintance, If you have a buggered modem and a they send out a tech it is possibile to get charged a $140.00 callout, It is usally a requirement of most call centres that for all tech booking jobs (Just in case) they do advise of callout charges if there is a fault with the customer's equipment so that the ISP doesnt end up having to foot the bill.


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  Reply # 887260 31-Aug-2013 04:20
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This isn't much consolation but these days it is about choosing the one that sucks the least in the area that concerns you most. Every ISP has its issues with some sucking more than others but honestly the best experience so far has been with Snap, Telecom is pretty good but alot of the hate directed at it have been from off spring of parents who remember waiting 6 weeks for a telephone hook up hence the hatred seems to have passed down like DNA through the off spring with people hating Telecom today if for no other reason that their parents did.




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