[Snap] angry Snap customer

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hio77

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#903058 26-Sep-2013 12:58

rogerslaw: also, as a customer, he/she really doesn't need to know what is the story behide it. i get connect with snap that is all what i need to know as a customer. i don't care or i don't need to know you book in the technician from Chorus or whatever company.

you need to realise, snap do not own the cables you will be connecting via, snap do not own the cabinet it will go via. no matter how you look at it, at some level, you will need to be aware that things will be handled by an external entity.

do you turn up to a supermaket and expect they will always have milk? and not be aware at all of the fact that, your relying on the cows to make the milk, the processing of the milk, and the transport of the milk. (sure milk may not be a very good example since its such a highly wanted product but none the less, im sure you get the analogy..)

as for chorus showing up when they say they will, theres not much to say there. aside from jobs can take longer than expected..

for snap to find out whats happening, they need to contact their supplier, who inturn, need to contact their tech. theres no way your gonna cut the middle men there..

no matter what isp you go through, your gonna have to deal with chorus in the same sort of way. process may be handled slightly differently.. but none the less.

i do feel your pain, monday was my installation which the chorus tech didnt do correctly. taken a whole working week to get things sorted. from techs claiming to have turned up when they didnt through to them simply not coming. techs themselves verbally stating they will be there then not showing, or answering any more phonecalls.
a simple, 9am or whenever they start, "hey, your job is scheduled for today, it will be around about X", "Hey, things have gotten caught up, will be a bit later" or even a, in your case, "hey, we are short staffed and wont be able to do it today"

oftern chorus techs dont actually put in their notes of a job till the night, so short of a "service given" tick, you cant find a thing out for quite some time. they are inconsistent with every task they are given.

chorus are absolutely horrid at communication. this is something that really does need a shake up.

dont make this a snap issue, i get the feeling you too, have shaken enough trees to get a bit of traction going... your issue is with chorus.

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rogerslaw

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#903104 26-Sep-2013 14:20

ok. my point are:
1. why snap not communicate or locate the technician when i call in the morning or lunch time?
2. communication is 2 ways. even chorus' communication is a piece of S***, why snap not talk to them or find out?
3. the reason i got angry is Chorus knew there are 2 staffs call in sick. why not re-schedule it? if they tell me in the morning or even lunch time. I won't be that angry...

jarledb

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#903117 26-Sep-2013 14:34

Roger, from what I understand (having been in a similar situation as you with problems with installs):

1. Snap does not have access to the actual technician or to very detailed information about the install.

2. Snap does not have the luxury of being able to use any other company than Chorus. Chorus might not be delivering what they should, but what are Snap's options?

3. Nobody disagrees with you on the poor communication skills of Chorus, but its not a problem that is caused by Snap nor is it a problem they can easily fix.

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surfisup1000

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#903120 26-Sep-2013 14:42

rogerslaw: ok. my point are:
1. why snap not communicate or locate the technician when i call in the morning or lunch time?
2. communication is 2 ways. even chorus' communication is a piece of S***, why snap not talk to them or find out?
3. the reason i got angry is Chorus knew there are 2 staffs call in sick. why not re-schedule it? if they tell me in the morning or even lunch time. I won't be that angry...

1. because snap do not have chorus technician phone numbers.
2. because snap does not have the chorus technician phone number.
3. I agree, chorus should have called snap, and , rescheduled a time with you.

In the days of smartphone apps etc, this is what I'd like to think will happen....

1. chorus technicians issued with a work schedule in the morning. Each job includes the customer details, inc address, cell /home phone number/email etc. This is all on an ipad/iphone app.

2. Chorus techs start doing their scheduled jobs. When they first realise a job cannot be completed on time, they go to the iphone app, and click the jobs to reschedule for the day.

3. The chorus back office receives instant notification of jobs needing resheduling, back office contacts customer and ISP to arrange a new time.

This is all so simple , the chorus tech doesn't have to stuff around trying to chase down customers then.

Oblivian

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#903124 26-Sep-2013 14:46

surfisup1000:
In the days of smartphone apps etc, this is what I'd like to think will happen....

1. chorus technicians issued with a work schedule in the morning. Each job includes the customer details, inc address, cell /home phone number/email etc. This is all on an ipad/iphone app.

2. Chorus techs start doing their scheduled jobs. When they first realise a job cannot be completed on time, they go to the iphone app, and click the jobs to reschedule for the day.

3. The chorus back office receives instant notification of jobs needing resheduling, back office contacts customer and ISP to arrange a new time.

This is all so simple , the chorus tech doesn't have to stuff around trying to chase down customers then.

heh, next time you see a chrous tech.. ask him how his fax machine is going ;) I kid you not...

They do get job sheets with the end user details each day however. But more ofthen than not missing any special time requests etc. Too many points of chinese whisper failure.

hio77

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#903152 26-Sep-2013 15:40

surfisup1000:
In the days of smartphone apps etc, this is what I'd like to think will happen....

last iphone carrying tech from chorus i had out, had a website they were using for all their information. this incuded all the details of the job and such.

reading over his sholder, i could see "vdsl" written atlest 3~4 times on the zoomed in screenspace he was looking at.

he was surprised, when i told him it was vdsl, i later found out, that tech wasnt trained in vdsl at all.

needs to be asked, why dont they actually read their job information properly, why arent they organized a little better...

i would say they need to have a business wide training day on how to use the technology, dive straight into it... but then, they cant even be consistent in the act of making a phonecall.

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ubergeeknz

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#903172 26-Sep-2013 15:58

And don't forget - Chorus sub-contract field services to Downer, Transfield or Visionstream (depending on region), who then sub-contract it to independent contractors. Is it any wonder there are communication and process breakdowns?

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hio77

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#903215 26-Sep-2013 16:49

ubergeeknz: And don't forget - Chorus sub-contract field services to Downer, Transfield or Visionstream (depending on region), who then sub-contract it to independent contractors. Is it any wonder there are communication and process breakdowns?

seems to be quite a difference in the quality of service looking over the posts on here too..

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Cbfd

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#903217 26-Sep-2013 16:52

people keep forgetting that there is other people between chorus and the ISP (being contractors - transfield downers and vision stream and there workers or sub contractors)

hio77

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#903218 26-Sep-2013 17:00

Cbfd: people keep forgetting that there is other people between chorus and the ISP (being contractors - transfield downers and vision stream and there workers or sub contractors)

yep, i forgot to add that into my post.. was a bit of a silly mistake really, considering i was speaking to a visionstream csr this morning about my fault and organizing the timeslot for the tech..

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PaulBags

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#903919 27-Sep-2013 19:32

Cbfd: people keep forgetting that there is other people between chorus and the ISP (being contractors - transfield downers and vision stream and there workers or sub contractors)

At the end of the day the service being provided is lack luster at best. Industry really needs a shake up by the sounds of it.

And I agree that ISPs are who customers are ordering services through, and so in a perfect world ISPs should be sorting out their contractors & suppliers - customers should never have to deal with that. But just how much overhead would it add to ISPs to set up a whole "Nag Chorus, babysit installs" department? Ideally you don't change providers or need Chorus (or other LFCs) to come out and fix faults every other week, it's maybe a once a year thing. So on cost vs benefit I'll take the slightly painful install over the higher monthly costs.

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