While one acknowledges that its nearly impossible to have 100% uptime, customers are still paying for access for that time... this isn't a dig at Xtra in particular but virtually everyone these days. If we, the customers were late on our payments by say three days I don't think these companies would try and dismiss lightly.
I actually tried to call them about the issue (I'm not a Xtra customer but I know someone who else) and they wouldn't go off script, kept trying to get me to go through and delete my dial up network connection :-/.
Also, is it just me or are there a lot of people with an Indian accents there as well (I'm not being racist either)?
I think drawing a comparison between Telecom late payment charges and not providing the always-on service promised is quite valid. What if you had intermittent phone service for four days? I'm willing to cut providers a whole lot of slack for Internet service, but this is something that needs to be codified I think - what is a reasonable standard of service? "Best effort" which means that you pay for service you may or may not receive doesn't seem fair to me.
Maybe support calls are routed to India like many big companies do... (ie MS when your telephone activation fails!)
At least TelstraClear have a nice big building (the architect did a good job) which I can easily see here in Paraparaumu! (Next time I don't get good support I will just ride my bicycle their and ask them in person.)
Gosh no, Xtra's calls aren't routed to India! I imagine the reason the helpdesk has so many Indian employees is because many of them come from a more complex IT background back home, but when they migrate to NZ, the demand for jobs just isn't there, so they settle for second best? Kinda similar to the case with taxi drivers - do you know how many highly qualified Indians drive taxis purely because of the high level of discrimination within the workplace these days? Hmmm.