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8 posts

Wannabe Geek

Topic # 22675 4-Jun-2008 20:08
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Seems to be the average time that people say they have to wait for Woosh to answer their call to support services.

Is this for real or is it hyperbole?

I've never had to wait that long! But maybe that's because whenever I call them I call from my mobile phone. Even though I have my very own woosh phoneline that I could call them on!

Considering they would have to pay for the call, do you think that makes them prioritise these calls to be answered quicker? If it's true then I encourage everybody to use a mobile to call them! No wait, I should retract that statement because if you DO then my wait-time will go up! HA! Yeah right, it's not like every Woosh customer is going to read this 'tip', if it is a tip, so go hard Geekzone forumererz!


More info people might be interested in:

A while back I had some pretty nasty voicemail messages left on our woosh phone line, in their 606 message system. I was very pleased to discover that the Woosh team were happy to send me a .WAV file copy to my email of the messages when I provided them with a date and time of these 'threatening' messages.

Woosh then blundered their way into my questioning mind when they accidentally sent me a message from the wrong date and time, which I also knew to be one that I had supposedly deleted. I expected to recieve the messages I requested beCAUSE I had saved them in the voicemail services. But as far as I'm concerned, if you're deleting messages from your voicemail then you should be DELETING them, not just removing your message service from accessing the file.

What I'd like to know from other Forumererz is whether or not you think we as customers have any right to expect their existance to cease or not, from the woosh system or any other voicemail provider we might use.

These events caused me to ask Woosh if it was possible to send me copies of ALL my voicemail to that date, my excuse being that there were many 'threatening' messages left on the voicemail that I deleted out of anger before I ever thought of the idea to have them sent to me in file.

I was promptly denied. As an explaination I was offered the excuse that they periodically deleted the messages, and that they were no longer retrievable. I believe that this could be true, but I also believe it to be a fob off so as not to set a precedent. The messages I did recieve were at least a few weeks old when they were sent to me, and the odd one out was even older. Even if they periodically delete messages, surely there is still access up until the date of the last 'dump'. So I believe that this was just an easy way to say no.

So... A couple of topics here to respond to. I would like to know what light anyone can shed on this issue with regards to telecommunications legislation in New Zealand, and also, as the post first mentions, whether anyone else experiences reduced wait time to the support services when calling from a mobile.

I bet they were hoping I would bever post about this stuff in a place like this,!


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  Reply # 136899 10-Jun-2008 09:36
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Generally if you delete an email or voicemail, the backend systems would delete it from its disk. With many thousands of customers being served, it doesnt make sense to keep deleted items. Too much of an investment in infrastructure to warrant this for something that is not required.

If you then ask for something to be recovered that has been deleted, it is likely that this would be done from a backup. And again, I wouldnt think ISP's keep 2 years of backups - the infrastructure investment is too great.

So its very likely they dont have what you are asking for, and It makes sense that they rejected your request to recover everything - it would take a human time to recover something that you have deleted, and time = $$ after all.

With regard to legistlation, ISP's are required to keep call records for a period of time. that is, which number called other number, but it does not require keeping of the contents of that call.

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