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Topic # 128973 30-Aug-2013 09:27
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I am reporting on a recent Orcon Outage we had at our Hamilton Home.
Got up early last Tuesday to baby sit granddaughter.
Did a few things online then went and did my thing.
A few hours later wife reports no internet or phone at our place.

I get back home (1445) and ring orcon helpdesk-quick response from them.
They will look into it.
Next day I ring to find out progress. They will escalate to level 2 support and class it as Urgent.
Thursday morning I rang again to find out progress. Ricky did a line testc and ascertained it was "Bad" 
By Friday evening I was getting a bit brassed off as :
1. Having to chase things up every day.
2. getting progress reports as to what was happening was not happening.

Thursday evening I twittered @Orcon to say that I wasnt happy with the situation.
To his credit Matt came back and wanted me to DM my details. I did and he quickly replied that Chorus will follow up today.

Anyway knock at the door around 9 am Friday  -technician stated that yes there had been a problem at the server and he had fixed it. He was here to check that everything was working which it was.

So in summary a bit of a mixed picture re customer service here.

What sort of time frame would people expect to wait to get a situation like this sorted ??
Would folk expect some sort of reporting as to progress??

Thanks to Matt for perhaps expediting my situation







GZMCC. Nokia Lumia 1020,Galaxy Note 8, Microsoft Surface Pro 4 i5 4Gb Ram,128gb, Cam Am Spyder F3 LTD.  GoPro 5 Black, Samsung Gear 3


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  Reply # 886977 30-Aug-2013 11:11
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Hi Chris,
You certainly should have been kept informed, we have phone, email and SMS methods available, I will look into your case with the relevant manager as to why that didn't happen in your case.

As far as timescales are concerned it largely depends on Chorus workload in your area if we need to roll a Chorus Tech to fix a line issue, we always request an ASAP booking unless the customer requests a particular day/time (which in turn Chorus may, or may not be able to meet), and we take the first available slot Chorus give us.




Regards FireEngine


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  Reply # 887003 30-Aug-2013 12:05
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Seems to be quite poor in terms of handling of the situation. While I would be annoyed at an outage that long, I understand that sometimes it can be problematic to troubleshoot. But not being kept informed would be the annoyance. If I'd been told early in the piece "Sorry, we have to get Chorus out to check your line, and this can't happen for another 3 days" or whatever, while I would be irritated, I could at least plan around it. With that sort of information not forthcoming, it is more of an interference, as you are likely to operate on the assumption that it would be sooner.

Was just about to hit post and see FireEngine has replied - I'm sure he'll get to the bottom of it for ya!




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