The slingshot telemarketers are a pain they always ring me,hard for them to beat my VOIP,Naked DSL set up. Last time they rang I gave them my parents number,they had always been a Telecom customer since day dot. But now my olds get a cheaper line rental,cheaper tolls and free dial up internet, they are saving heaps and are happy.
1gkar - If you are very persistant you can talk to the executives, you just have to be sneaky or creative about it. It took me being escalated up to team leader level, then to call centre manager level where I got their email address, checked the formatting of the email address, did some research to track down the person in charge of all of their customer services, use their name with the same formatting as the other slingshot employees and voila, I got hold of them
Was a bit of a pain, but hey I firmly believe that executives shouldnt be able to hide behind their underlings so took it upon myself to go as high as I could
For billions of years since the outset of time, every single one of your ancestors survived, every single person on your Mum and Dads side, successfully looked after and passed onto you life. What are the chances of that like?
This morning, I got a Telemarketing call from Slingshot. It was a Kiwi guy, I asked about the FairGo and he blamed it on an Indian subcontractor.
They where trying to sell me Slingshot. Great, but I am already a customer. Slingshot, here's a tip to save money and time, don't both selling your existing customers stuff they already have, they idea is to sell to new customers...
Oh and I have been put on the don't contact list, 3 times, twice by ScottH of Slingshots marketing. Tip #2 - don't call the people who have asked not to be telemarketed, that's rude.
Balchy: 1gkar - If you are very persistant you can talk to the executives, you just have to be sneaky or creative about it. It took me being escalated up to team leader level, then to call centre manager level where I got their email address, checked the formatting of the email address, did some research to track down the person in charge of all of their customer services, use their name with the same formatting as the other slingshot employees and voila, I got hold of them
Was a bit of a pain, but hey I firmly believe that executives shouldnt be able to hide behind their underlings so took it upon myself to go as high as I could
Congradulations on getting through & having your say. I hope you made it worthwhile. But, as you said, it shouldn't be that difficult to have contact with the decision-makers & until things change, I won't alter my ridicule of the corporate system. After all, they expect people to pay top dollar for their products & services, they should supply equal levels of support & communications.
In some ways it's good to see that they treat potential customers the same way as they treat customers with requests / network issues. (They ignore and don't follow up requests.)
Balchy: 1gkar - If you are very persistant you can talk to the executives, you just have to be sneaky or creative about it. It took me being escalated up to team leader level, then to call centre manager level where I got their email address, checked the formatting of the email address, did some research to track down the person in charge of all of their customer services, use their name with the same formatting as the other slingshot employees and voila, I got hold of them
Was a bit of a pain, but hey I firmly believe that executives shouldnt be able to hide behind their underlings so took it upon myself to go as high as I could
I had a problem with them a few years ago (can't remember exactly how many) - at the time they had one of those phone systems where you could select people from a menu - anyway I managed to find an option for Annette Presley - I was most suprised when after I selected it she answered the phone virtually straight away - anyway the problem was sorted very quickly and I was most impressed!
Obviously it’s not a totally scientific way of looking at how good the customer service of each company is, but basically you would expect that an average company would have roughly the same % of complaints as they do % of market share, a company with relative poor customer service to have higher complaints % than market share, and a company with relative good customer service to have lower complaints % than market share.
Looking at the larger companies by that logic:
Relatively poor customer service - Slingshot (7% of complaints > 1% of market share), Vodafone (34% of complaints > 27% market share )
Relatively good customer service – Telstra (7% of complaints < 9.5% market share), Telecom (46% of complains < 56% market share)
Average customer service (bordering on good, but only 0.5% difference) – Orcon (0.5% of complaints ~ 1% market share)
Oh yes, the CEO's of multimillion dollar companies just LOVE how every Joe Bloggs thinks their individual issue needs to be brought to their attention!
Seriously though, there is a helpdesk for a reason. If you aren't getting the results you want from the helpdesk, you're better to write in a complaint email/letter explaining what's gone wrong, and outlining a reasonable date expected for resolution.
And by reasonable, I don't mean demanding to have a technician on site within 24 hours to fix a faulty phone line in the middle of a technician strike.
If you don't get the results that satisfy you, send a final notice referring to the previous one (I recommend attaching it as a copy and including the automatic response the system sent you), advising that your needs as a customer have not been met and your attempts to rectify this have failed, so you now need to advise them that you will be changing service provider.
Remember to tell them that you don't wish to cancel immediately, but they can expect a transfer notice to come through. If your physical line is stuffed, let them cancel it and when the new provider signs you up, any faults should be dealt with as a 'Failed Installation' (or something like that), where the new provider books a technician out to fix it.
Or let the old company fix it, then transfer away.
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