The information needs to be transparent, how many people are on "endless data" or "Unlimited calls/txts" that don't need to be?

nztim:

 

The information needs to be transparent, how many people are on "endless data" or "Unlimited calls/txts" that don't need to be?

 

 

 

I am forced to be on unlimted calls/texts with them just to get the data plan that I want.

Not quite sure I'm on board with this measure anymore. 1hour 50mins on hold to the helpdesk last night before the connection died. I had made it to 'position 6' in the queue. Been on hold for 40mins this morning so far.

I remember the days when I'd be speaking to a help person within 3-4 minutes. Of course this was a time before any mergers took place.

Will be reviewing options at the end of the current contract period.

I was onboarded to 2degrees mobile recently and the whole process was less than smooth and a lot of time wasted. 

Now everything all sorted the service is fine however, first impressions have left a bad taste in my mouth.

I feel sorry for anyone having to experience what I went through without having any sort of technical background, they probably would have just given up and accepted whatever they were told. 

If 2 degrees is the easiest to deal with the others must be totally crap.

Recently we've renewed our broadband plan with 2degrees and have had issues with getting the free Amazon Prime subscription renewed. The first time I emailed them through the website but after a week of no contact I called the helpdesk. I was on hold for nearly an hour waiting. Once connected, the situation appeared to be resolved by  re-signing using a different email address. 2degrees were then to swap the email back.I was told they were about 2 weeks behind on email assistance.

We then logged on to prime video & all appeared OK. Then last night a $8 charge appeared on our bank account.

Contacting 2 degrees didn't work out. The payment system just wanted a payment despite an indication that I could discuss any billing issue. The tech helpdesk had such a long queue that they were not taking any more calls.

I eventually found the amazon prime helpdesk and then discovered I needed the Australian desk. Once there things appear (again) to be OK, it turns out that 2 degrees didn't swap the email addresses and I had been  on a 10 day ? free trial. So I cancelled the home subscription and will use the alternative (my work email). Amazon say they'll refund the $8.

The helpdesk phone message apologies for slow response & blames Covid - how much is this a problem now? Seems more like a handy, if somewhat stale, excuse for cutting services.

antonknee: Bear in mind too that customers are almost universally awful to deal with, and customer support jobs do not pay six figure salaries because customers will not pay the prices required to support that.

I beg to differ, it's not that customer's won't pay, it's that they won't pay enough for call centre's to be staffed AND management/shareholders to have their excessive salaries and profits and for some strange reason management and shareholders choose their income over call centre staff.

Lias:

 

I beg to differ, it's not that customer's won't pay, it's that they won't pay enough for call centre's to be staffed AND management/shareholders to have their excessive salaries and profits and for some strange reason management and shareholders choose their income over call centre staff.

 

I worked for an aussie ISP many years ago called iinet in their call centre while it was still independently owned by Mike Malone and man he really understood how important employee happiness was. We were paid well, trained well,  well staffed and given a delegation to refund up to $100 without needing a one up as most customers would only be banging on about 10-15$ so what was the point in upsetting them.. refund them straight away and keep them happy.. then they'll tell their friends how awesome we are! 

He put so much money back into the business and it worked well, it grew to the 2nd largest ISP in aussie [at the time] and that was all while still being independently owned. 

I see he sold it a few years back [$1.56b AUD] and it looks like it's Vodafone owned now days so I can only guess what their customers think about them now.. :) 

I was young back then and it taught me some leadership lessons I still use today

Being a customer of all three major telcos at present, I strongly disagree with the implication of the headline. 2degrees have been, in my experience, the worst of the three to 'deal with'. In the very specific example they use, about visibility of information, I don't see that they stand out from Spark in any way (though VF are trailing imo).

I called 2degrees this morning (30 minutes on hold) but the query / issue with my home broadband contract term was fixed / resolved on the first call straight away

Lias:

 

 

 

I beg to differ, it's not that customer's won't pay, it's that they won't pay enough for call centre's to be staffed AND management/shareholders to have their excessive salaries and profits and for some strange reason management and shareholders choose their income over call centre staff.

 

this^

I agree, the contact centre for the customer is the "face" of the organisation and is neglected by senior staff as it is largely invisible to them. Senior staff are insulted from the customer by an impenetrable wall. When I managed a contact centre I would call it on a regular cycle to experience first hand the customer experience. I also placed reader boards for the call queue where senior managers could not ignore it.

Lias:

antonknee: Bear in mind too that customers are almost universally awful to deal with, and customer support jobs do not pay six figure salaries because customers will not pay the prices required to support that.

I beg to differ, it's not that customer's won't pay, it's that they won't pay enough for call centre's to be staffed AND management/shareholders to have their excessive salaries and profits and for some strange reason management and shareholders choose their income over call centre staff.