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Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.
UncleArk:mrkgoo: Telecom is absolutely the worst when it comes to first line customer service.
I've had customer reps tell me conflicting information (You absolutely cannot do this/you absolutely can do this), on broadband, telephone, and mobile departments. I guess normally it's the outsourced first line call centres.
It's like they have no idea about any of their products and how they work.
I'll admit that once you get higher up the chain and to actual NZ techs, they are ok.
On the other hand, I've had pretty good service from customer reps on Vodafone.
Now I don't work for Telecom, and am not affiliated with them in any way apart from being a customer but I just wanted to say that I have just had really good (actually great) service from the Telecom Retail store in Westfield Mall Riccarton today.
I was served by a young lad named Ben.
I walked in with questions around iPhone 5 such as "given that other retailers such as Dick Smith are now selling outright are you" and "how does the 'open' plan work" and "what plan options are available" etc.
I have to say that Ben was completely aware that DSE were selling outright and took the time to explain what options Telecom could offer.
I ended up getting the iPhone model I wanted on the $29 open plan (which actually isn't too bad) and he explained the procedure once the month is up how to revert to my previous "on the bill" plan. (I am a very small time phone user and typically run my phone for around $22 per month on the bill).
Considering they had a shop-load of people I felt important to him and that he took the time to fully explain everything I needed to know and go through the (seemingly endless!) paperwork.
Ben, if you read Geekzone - cheers to you, you are a great representative for your company. If not, I am sure other Telecom staffers here will read!
Yep, sure, Telecom and other telco's don't always get it right - but here's one example where they did at least - coz it's not offen we get to hear this!
littleheaven: My phone is on the move again. Listed as "in transit" two hours before an Air NZ flight leaves for Auckland, which would match the time they'd need to get it on board. So if I'm right about that it'll be here on Sunday, delivered Tuesday when I get back to work. Watching it make it's way around the globe is exciting :)
Rosie121: That's very exciting for you! Hope it arrives early in the week!
Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.
Gameowner:UncleArk:mrkgoo: Telecom is absolutely the worst when it comes to first line customer service.
I've had customer reps tell me conflicting information (You absolutely cannot do this/you absolutely can do this), on broadband, telephone, and mobile departments. I guess normally it's the outsourced first line call centres.
It's like they have no idea about any of their products and how they work.
I'll admit that once you get higher up the chain and to actual NZ techs, they are ok.
On the other hand, I've had pretty good service from customer reps on Vodafone.
Now I don't work for Telecom, and am not affiliated with them in any way apart from being a customer but I just wanted to say that I have just had really good (actually great) service from the Telecom Retail store in Westfield Mall Riccarton today.
I was served by a young lad named Ben.
I walked in with questions around iPhone 5 such as "given that other retailers such as Dick Smith are now selling outright are you" and "how does the 'open' plan work" and "what plan options are available" etc.
I have to say that Ben was completely aware that DSE were selling outright and took the time to explain what options Telecom could offer.
I ended up getting the iPhone model I wanted on the $29 open plan (which actually isn't too bad) and he explained the procedure once the month is up how to revert to my previous "on the bill" plan. (I am a very small time phone user and typically run my phone for around $22 per month on the bill).
Considering they had a shop-load of people I felt important to him and that he took the time to fully explain everything I needed to know and go through the (seemingly endless!) paperwork.
Ben, if you read Geekzone - cheers to you, you are a great representative for your company. If not, I am sure other Telecom staffers here will read!
Yep, sure, Telecom and other telco's don't always get it right - but here's one example where they did at least - coz it's not offen we get to hear this!
Did he by any chance have long'ish hair?
UncleArk:Gameowner:UncleArk:mrkgoo: Telecom is absolutely the worst when it comes to first line customer service.
I've had customer reps tell me conflicting information (You absolutely cannot do this/you absolutely can do this), on broadband, telephone, and mobile departments. I guess normally it's the outsourced first line call centres.
It's like they have no idea about any of their products and how they work.
I'll admit that once you get higher up the chain and to actual NZ techs, they are ok.
On the other hand, I've had pretty good service from customer reps on Vodafone.
Now I don't work for Telecom, and am not affiliated with them in any way apart from being a customer but I just wanted to say that I have just had really good (actually great) service from the Telecom Retail store in Westfield Mall Riccarton today.
I was served by a young lad named Ben.
I walked in with questions around iPhone 5 such as "given that other retailers such as Dick Smith are now selling outright are you" and "how does the 'open' plan work" and "what plan options are available" etc.
I have to say that Ben was completely aware that DSE were selling outright and took the time to explain what options Telecom could offer.
I ended up getting the iPhone model I wanted on the $29 open plan (which actually isn't too bad) and he explained the procedure once the month is up how to revert to my previous "on the bill" plan. (I am a very small time phone user and typically run my phone for around $22 per month on the bill).
Considering they had a shop-load of people I felt important to him and that he took the time to fully explain everything I needed to know and go through the (seemingly endless!) paperwork.
Ben, if you read Geekzone - cheers to you, you are a great representative for your company. If not, I am sure other Telecom staffers here will read!
Yep, sure, Telecom and other telco's don't always get it right - but here's one example where they did at least - coz it's not offen we get to hear this!
Did he by any chance have long'ish hair?
From memory it was short not long - but to be honest my memory isn't the best for this sort of detail!
arynn: I've noticed my new iPhone 5 is getting quite hot compared to my 4S (even doing simple things such as txting)
Anyone else encounter this issue?
Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.
Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.
Yogi02: Does anyone need a 30pin to lightning adapter? - nice and small, but it is a tad to big to fit on my phone without removing the dust-proof case I have on it. Offers.....?
littleheaven: Obviously you need to take the phone back to Telecom, as the retailer they have a responsibility under the consumer guarantees act to repair or replace the unit. If its brand new, personally I woukd expect them to swap it with another brand new unit, but I'm not sure if they are legally obliged to do so. I am certain if they take the unit off you that they'll offer you a loan phone in the interim but it probably won't be an iPhone.
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