Mess made by Chorus Fibre Installers

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FlyingPete

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#233353 12-Apr-2018 15:50

This is a on-behalf question, a colleague at work here has had Chorus fibre installers rip up part of her tiled driveway without permission (never meet with her to discuss) and have not made a very good attempt at repairing it.

Where is the best place to escalate this too as attempts via ISP (Spark) are going nowhere.

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Chorus

#1994948 12-Apr-2018 15:53

Please send me a private message with the details (address, Spark account number and contact details for the customer) and I will look into it for you.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Linux

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#1994949 12-Apr-2018 15:53

@chorusNZ

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Jase2985

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#1994969 12-Apr-2018 16:10

also https://www.chorus.co.nz/complaint

but engage your ISP first

Chorusnz

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#1995340 13-Apr-2018 11:07

Hey @FlyingPete your colleague can contact us though one of our channels : Facebook,Twitter,LinkedIn, 0800 600 100 (customer assist) or at https://www.chorus.co.nz/contact-us.

as @Wheelbarrow01 has already requested address and account confirmation I'm more then happy to help out and work with spark to get things moving in the right direction from our side, I'll just need the address PM'd through. ^Mike

FlyingPete

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#1995343 13-Apr-2018 11:10

Hi ChrousNZ,

I have passed details onto WheelBarrow.

Wheelbarrow01

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#1996759 16-Apr-2018 09:11

I have looked into the situation here, and there are a couple of issues:

Unfortunately the customer only supplied one contact number which was the landline at her old address. As soon as she moved house (on this order) that landline was disconnected, so Chorus have been unable to get hold of the customer. I have now supplied Chorus with the correct contact mobile number so that the order can proceed.

At this stage, only the communal network build work in the shared driveway has been completed - the customer's individual scope and installation visits remain outstanding. These have now been booked in to proceed within the next week or so.

Complicating things somewhat is the fact that two different contractors are involved here. Visionstream was contracted to complete the communal network build in the shared driveway, but UCG are handling the scope and install work for this particular order. I have advised the customer that there is no value in bringing up the driveway issues with the installer as he does not work for the same company that caused the issue. I will work with Chorus and Visionstream to get the driveway issues resolved, and have asked the customer to provide me with photos that show the standard of work completed in the driveway which will help Chorus and Visionstream work out what is required to provide a satisfactory solution.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

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#1996830 16-Apr-2018 10:11

@Wheelbarrow01

Pretty impressed with the service/response etc from you here. Good stuff.

Sometimes I just sit and think. Other times I just sit.

FlyingPete

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#1996838 16-Apr-2018 10:17

eracode:

@Wheelbarrow01

Pretty impressed with the service/response etc from you here. Good stuff.

Yes agreed!

MikeAqua

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#1996904 16-Apr-2018 11:06

Forget the ISP and whoever else. This is much simpler than that. Whoever did a poor job of reinstalling the driveway tiles is liable to rectify it. It's simply laxness/haste not to reinstate properly.

Doesn't matter who they were working for, they messed up your driveway and are liable to fix it.

Disputes tribunal is always there as a threat if you need it.

Mike

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#1997346 16-Apr-2018 23:40

My personal experience is that visionstream was not able to restore concrete to the level of original workmanship (even though it was a decent attempt) that I had with my pathway after it was majority messed up. I went through the complaint process with Chorus.

So don't hold your breath on the finish :)

Wheelbarrow01

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#2009067 7-May-2018 10:30

Just an update on this one:

After investigating this case, it was found that Visionstream workers lifted some concrete pavers in the shared driveway area in order to lay the communal fibre duct underneath, but some of the pavers were not re-layed as well as they could have been.

To be fair, the title of this thread is a tiny bit misleading - the customer supplied me with photos of the issue, and it did not appear to be a 'huge mess'. Visionstream actually left the site quite tidy - it's just that some of the re-layed paving stones were not perfectly level with the surrounding pavers, and one or two of the lifted pavers were cracked by an 'enthusiastic' worker who was trying to wedge them back into position. I understand the customer's concern about this - if it were my driveway I would not have been totally happy either.

Chorus/Visionstream have now addressed this by sending a crew out to re-level the affected pavers and replace any cracked ones. Some of the pavers currently appear to have some discolouration due to being disturbed but I would expect this colour variation to disappear over time as the driveway is further used and weathered. I sent an email to the customer last week asking if she was satisfied with the resolution but have not had a response, so unless I hear from her to the contrary, I can only assume this has now been resolved to her satisfaction.

A big thanks goes to @Chorusnz for his assistance in getting a speedy resolution for our customer.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

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MikeAqua

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#2009069 7-May-2018 10:35

Sound like a huge mess from the customer perspective to me.

When someone damages your driveway/house/car it stands out like a sore thumb. To a passer-by it might look minor, to the home owner it's an eyesore.

Mike

evnafets

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#2009108 7-May-2018 11:49

Just out of interest did you address the issue of lifting the pacing stones "without permission (never met with her to discuss)"?

I'm presuming consent was actually signed (otherwise work would not have been carried out).

Wheelbarrow01

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#2009187 7-May-2018 13:18

evnafets:

Just out of interest did you address the issue of lifting the pacing stones "without permission (never met with her to discuss)"?

I'm presuming consent was actually signed (otherwise work would not have been carried out).

It's a shared driveway and records show that it's a class 1 MDU. Under the recently introduced Land Access Reforms, installation can proceed using low impact methods under the deemed consent model once the relevant notice has been provided to the building owner(s). There is nothing to suggest that this notice was not duly given, or that any objection was received within the requisite time-frame.

Lifting paving stones to lay conduit and then placing them back down is considered a low impact activity for which no written consent is required, however as above the property owner would have been notified in writing about the impending work, and that notice would have given details on how an objection could be lodged, on what grounds, and when it needed to be lodged by.

I don't know whether the Spark customer in this case is the property owner or not, so I can't speculate whether or not they received the notice letter or if it went elsewhere (ie to a landlord).

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Wheelbarrow01

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#2009189 7-May-2018 13:21

MikeAqua:

Sound like a huge mess from the customer perspective to me.

When someone damages your driveway/house/car it stands out like a sore thumb. To a passer-by it might look minor, to the home owner it's an eyesore.

I understand and appreciate that this customer was upset with the results of the work undertaken onsite, but the important thing to consider here is that this particular complaint was only raised for the first time via this forum - there is no record that the customer had previously made contact to complain that I am aware of. Spark, Chorus and Visionstream all took action as soon as we were made aware of this workmanship issue, I believe the issue was resolved in a reasonable time-frame (fixed before 26/04), and I am confident that the appropriate coaching has been provided to the workers involved to ensure this sort of incident is not repeated by them.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

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