Ka-pow! promo / Really BAD customer service

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Ka-pow! promo / Really BAD customer service

hyperman

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#129167 5-Sep-2013 17:50

So I signed up to orcon based on a referal by my friend unbeknowing to me that a referal program was in place.

I signed up everything went well, I just got my first bill with information about the promo, realising that I was connected on the 10/08/13 should be no problem right?????

So I called the Call was answered by Jeoff, he was discustingly rude and unwilling to help, I then asked to speak to a TL/Supervisor/Manager, to my discust his response was "no they will tell you the same thing" In the end I hung up on him, Called right back and got Miko?? (I think ) and got the same walls. What do you have to do to get past L1 in the orcon CC and get someone who isnt a robot who can atually think outside the square!

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

tardtasticx

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#890475 5-Sep-2013 18:09

You'll probably find its internal processes more than anything that causes this. They're only doing their job.

When I worked in a call centre we were told not to pass the call to a manager if we were able to sort it ourselves/if the manager would actually tell them the same thing (Which most of the time it was). This caused a lot of customers to become very angry at me, and over the course of the day I would become stressed too (ultimately made me start smoking), which did not help anyone get anywhere.

Unless they call centre employed rude people only (less likely) then you'll probably find they aren't able to work outside the box due to processes in place to prevent such things.

jeffnz

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#890478 5-Sep-2013 18:14

sorry you have lost me, whats the issue the fact you called and had a bad experience or the fact you signed up through a referral program

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hyperman

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#890492 5-Sep-2013 18:26

The issue is that when I called up to enquire if I was elegible for the "$50 off my first bill" The CSR was very rude and unwilling to help in any way or put me onto someone who could, this type of situation should always result in a win/win, not a making a customer angry.

Seems that they really need to sharpen up thair disputes resolution skills!

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

xpd

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#890499 5-Sep-2013 18:46

Youll be after the accounts team then and they generally finish up around 5 I think. Sounds like you called after hours or ended up in the wrong dept... who shouldve informed you of the correct number/information really...

Does suck when it happens but there are some bad eggs out there

XPD / Gavin

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jeffnz

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#890500 5-Sep-2013 18:47

hyperman: The issue is that when I called up to enquire if I was elegible for the "$50 off my first bill" The CSR was very rude and unwilling to help in any way or put me onto someone who could, this type of situation should always result in a win/win, not a making a customer angry.

Seems that they really need to sharpen up thair disputes resolution skills!

were you actually eligible ?

(4) The new customer must mention the promotion and who is the current customer referring them to Orcon (referring customer) during the sign up process in order to be eligible for the promotion.

terms & conditions

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hyperman

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#890512 5-Sep-2013 18:58

Apparently not. ...

But the way the CSR went about telling me this is more of the issue.
And the fact that he refused to help.

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

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Shop now on AliExpress (affiliate link).

jeffnz

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#890515 5-Sep-2013 19:05

ok so slowly getting more information on what happened, I'm not sure if you are being particularly vague on giving out information but its hard to give you an opinion if you don't give us all the facts.

So you are annoyed in how you were spoken to, how exactly were they rude to you, did the first person yopu talked to tell you that you weren't eligible, if so how did you take that.

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hyperman

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#890538 5-Sep-2013 19:22

jeffnz: ok so slowly getting more information on what happened, I'm not sure if you are being particularly vague on giving out information but its hard to give you an opinion if you don't give us all the facts.

So you are annoyed in how you were spoken to, how exactly were they rude to you, did the first person yopu talked to tell you that you weren't eligible, if so how did you take that.

Your missing the whole point here....
I was under the impression that I should have been eligible, as my service was connected 10/08/2013
The problem is that the CSR in question acted like a robot, refused to resolve the problem at hand or pass me onto someone who could make that kind of decision.

promo asside it is not good customer service to take a paying customer who calls up with a question and annoy the heck out of them!

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

jeffnz

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#890543 5-Sep-2013 19:30

how can they resolve the problem if you weren't eligible, what decision was to be made by someone else???

you are correct I'm missing the point alright

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