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1537 posts

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#195516 22-Apr-2016 13:50
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So there's several threads around the Telco forums on hold times, and several comments about how you get the hold times you pay for.

 

I'm not looking for complaints, I'd like to hear from you if your hold times are awesome or non-existent. If you don't know what this fuss about hold times is all about, let us know who your provider is. Yeah, I know Bigpipe - you don't have hold times, you don't have a phone :-)

 

Kicking off, I'm with Spark, and they have called me about 10 times more often then I've called them, I can only recall calling them once in recent memory and the hold time was less than 2 minutes. Over the past year or so I have moved from ADSL to fibre, and I'm currently getting my phone moved over the fibre as well, I've also added a mobile number to my home account (a stuff up with that was the reason for my one call to Spark, and the stuff up was from a Harvey Norman staffer, not Spark). So there has been opportunity for reasons to call them, but I haven't needed to. They called me to offer me fibre, they (and the assorted subbies) called me through all the install and activate steps, they called me to initiate the move to VOIP, they mailed me the Lightbox offer, and info about free bandwidth increases, and any other account stuff I've needed, I've done online.

 

Overall, I'm pretty happy with the service I've had over the years.

 

 


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  #1538128 22-Apr-2016 14:02
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Voyager - I've never had to ring them because they've never stuffed anything up thats worth calling for :D





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  #1538147 22-Apr-2016 14:30
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Ugh. I've just had a bit of a shocker with Vodafone. 

 

The wait on hold each time was probably only 5 or 6 minutes, but there was more than one (incorrect) transfer so they added up. I find it particularly frustrating that Vodafone mobile + ADSL is on a different system from cable + fibre so I knew I would end up being transferred. I wish they made available direct dials to the different departments if you know who you need to talk to. The 0800 800 021 and 0508 888 800 numbers seem to go straight to the same IVR tree now.

 

I usually try and avoid dialling direct, using either GZ or twitter to log calls and have someone contact me. This isn't as effective as it used to be though. And they've never been responsive to email.

 

I really like IRD's system of leaving a number and getting called back (and actually getting called back). Not sure how the prices stack up (receiving an 0800 call vs dialling a number), but it certainly makes me a far less angry customer at the other end of the line if I've been free to go about my business for the previous 30 minutes rather than listening to Bic Runga and/or Celine Dion.


 
 
 
 


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  #1538159 22-Apr-2016 14:54
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mdf:

 

Ugh. I've just had a bit of a shocker with Vodafone. 

 

The wait on hold each time was probably only 5 or 6 minutes, but there was more than one (incorrect) transfer so they added up. I find it particularly frustrating that Vodafone mobile + ADSL is on a different system from cable + fibre so I knew I would end up being transferred. I wish they made available direct dials to the different departments if you know who you need to talk to. The 0800 800 021 and 0508 888 800 numbers seem to go straight to the same IVR tree now.

 

I usually try and avoid dialling direct, using either GZ or twitter to log calls and have someone contact me. This isn't as effective as it used to be though. And they've never been responsive to email.

 

I really like IRD's system of leaving a number and getting called back (and actually getting called back). Not sure how the prices stack up (receiving an 0800 call vs dialling a number), but it certainly makes me a far less angry customer at the other end of the line if I've been free to go about my business for the previous 30 minutes rather than listening to Bic Runga and/or Celine Dion.

 

 

 

 

This is a really good point.   It's not JUST about the waiting on hold for the initial pickup,  it's also the time spent talking needlessly to multiple people, repeating the same stuff, answering the same questions, and sitting there waiting whilst they tap tap tap on their keyboard in silence.  Then finally they say "sorry, I don't know what's going on. I'll have to transfer you..." and the cycle begins again.

 

so even though you might get some great PR noise from VF like "The average wait time is only 3minutes!"  if the call itself takes 45 minutes, to make a basic change or answer a basic question that's still absolutely terrible.

 

 


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  #1538160 22-Apr-2016 15:03
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I avoid calling any ISP that have an oveseas call centre. The way I feel is that if they are going to contract out overseas, then they don't really value me as a customer, as communciating with someone where english isn't their first language is like pulling teeth, when you need support. Email or online chat is so much easier and quicker. Eventually I suppose, it will be all totally automated, so a computer will be able to answer your call and will be able to know exactly what you are wanting.


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  #1538183 22-Apr-2016 15:06
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NonprayingMantis:

 

mdf:

 

Ugh. I've just had a bit of a shocker with Vodafone. 

 

The wait on hold each time was probably only 5 or 6 minutes, but there was more than one (incorrect) transfer so they added up. I find it particularly frustrating that Vodafone mobile + ADSL is on a different system from cable + fibre so I knew I would end up being transferred. I wish they made available direct dials to the different departments if you know who you need to talk to. The 0800 800 021 and 0508 888 800 numbers seem to go straight to the same IVR tree now.

 

I usually try and avoid dialling direct, using either GZ or twitter to log calls and have someone contact me. This isn't as effective as it used to be though. And they've never been responsive to email.

 

I really like IRD's system of leaving a number and getting called back (and actually getting called back). Not sure how the prices stack up (receiving an 0800 call vs dialling a number), but it certainly makes me a far less angry customer at the other end of the line if I've been free to go about my business for the previous 30 minutes rather than listening to Bic Runga and/or Celine Dion.

 

 

 

 

This is a really good point.   It's not JUST about the waiting on hold for the initial pickup,  it's also the time spent talking needlessly to multiple people, repeating the same stuff, answering the same questions, and sitting there waiting whilst they tap tap tap on their keyboard in silence.  Then finally they say "sorry, I don't know what's going on. I'll have to transfer you..." and the cycle begins again.

 

so even though you might get some great PR noise from VF like "The average wait time is only 3minutes!"  if the call itself takes 45 minutes, to make a basic change or answer a basic question that's still absolutely terrible.

 

 

 

 

 

 

That is why email or online chat wins, in terms of less time spent by the cusomter. You only have to explain things once, and no waiting on hold. Maybe there is a delay in he reply, but most good companies will reply within a few hours. The bad ISPs in NZ will ignore the email.


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  #1538196 22-Apr-2016 15:26
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Vodafone in recent times in my experience has improved considerably, others may experience different, it may well be the time of day I usually call which is about mid morning. I try to avoid peak times.

 

I had an interesting experience recently ringing Dell about a recent purchase. The IVR made me do quite a few hops maybe a dozen to hit a brick wall of "our office closed right now please call....." really, 10am on a 0800 number .This should have

 

been in the first message on the IVR not many hops later.

 

I can recall in the past Shell and IRD had terrible phone services I could not comment if they have improved.

 

 





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  #1538203 22-Apr-2016 15:44
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This is why you write down the names of those you speak with. If it bothers you that much you can ask for them by name and ask them yourself why they miss-transferred your call.

 
 
 
 


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  #1538210 22-Apr-2016 16:04
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MadEngineer: This is why you write down the names of those you speak with. If it bothers you that much you can ask for them by name and ask them yourself why they miss-transferred your call.

 

 

 

My case was IVR hops no humans were harmed in the event.





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The views stated in my posts are my personal views and not that of any other organisation.

 

He waka eke noa


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  #1538222 22-Apr-2016 16:21
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MadEngineer: This is why you write down the names of those you speak with. If it bothers you that much you can ask for them by name and ask them yourself why they miss-transferred your call.

 

I also record my calls. Since most ISPs also record calls and have disclaimers telling me that they will be recording "for training purposes", I'm within my legal rights to record it also (as both parties are aware of the recording, also it is not a crime to surreptitiously record the audio of a conversation you are a part of anyway.)

 

But yeah, I'm not sure if the "acceptable" time has gone up, but it is a pain these days trying to get through to someone at a "big" ISP. I just tend to leave my phone on speaker nowadays, and do other things. Doesn't make it any less frustrating, but what can you do other than voice your complaints to a manager/TL?


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  #1538247 22-Apr-2016 16:53
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Nothing to stop the person at the other end of the phone giving a false name though. "oh I talked to Bill earlier"..."sorry Sir there's no notes saying that...and we don't have a Bill working here, either..."

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  #1538523 23-Apr-2016 06:46
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2 degrees, formerly snap. Called a week or so ago because bill went up due to Chorus charges, switched from my old snap plan to 2 degrees plan to bring cost down. Don't remember a wait. Very nice lady on the other end. Switched plan no hassle. Snap was the only ISP I ever had that didn't talk down to you and believed the trouble shooting steps you had already taken (had a voip call problem with them a few years ago that was temporarily fixed by using beta firmware on my router- now on non-beta and working fine). But generally I don't call my ISP as there is rarely a need to.


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  #1538555 23-Apr-2016 09:18
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Called Orcon just before Christmas 2-3 times and wait time was less than a minute each time (Chorus fault - broken fibre).

 

Again, called a week ago to get call waiting disabled on my line and delay was less than a minute.

 

Happy customer.


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  #1540947 24-Apr-2016 01:43
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Vodafone called me the other day to give me a free 1gb data pack for my phone (have 10gb already dont really need more) and the girl said in closing that we can "call anytime if we have any questions, as the business helpdesk wait times are now averaging less than one minute"

 

Which is a huge contrast to the 1 hour+ from this time last year.

 

 

 

For our own helpline I have been thinking about adding "Your call may be recorded for replay at the christmas party" but need a nicer way to say it.





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  #1541378 24-Apr-2016 22:20

2degrees have almost always immediately answered the phone. Have no idea what their hold music is like as I have never heard it.






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  #1541565 25-Apr-2016 11:51
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Don't forget to include the time taken actually talking to the person and if transfers were required. It's all very well saying your call was answered in 1 minute, but if it takes 30 mins to sort your issue out that is still 30 minutes of your time gone (or worse, multiple calls because the first one didn't resolve your issue)

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