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Emp

65 posts

Master Geek
Inactive user


  Reply # 395525 25-Oct-2010 17:58
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Falconz: The fact of the matter is they are only maying ~$10 - $15 a month off you. Unless your prepaird to pay a higher monthly cost they cant afford to hire masses of support staff, they cant afford to call every one back.

we pay $2k a month for 10megabit national and 1megabit international to give you some comparison on costs.

It is not always the ISP at fault if there is an issue at the exchange, or the cabinet, or your home wiring its hard to track down and technical staff have a massive work load. And in alot of those cases they are relying on third party contractors at chorus or telecom to tell them whats going on.

If you call up and talk to some one about your issues make sure you get a case number and the next time you phone talk to that same person, create a relationship with them. Dont get angry and raise your voice they will be less likely to help you, treat them with respect and they will treat you with respect unless they are are jerk.


If everything fails, then find another isp that doesn't have the same issues, and change to them. They will soon get the message when their subscriber numbers start dropping. Which ironicly will mean that those who remain will have better speeds and service



....

Put the tail between your legs, people like you is why New Zealand customer service is so sh1t and they get away with it. 

62 posts

Master Geek


  Reply # 395528 25-Oct-2010 18:26
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Im sorry but how old are you ? 
Im saying the reason you dont get good cusomer service is because your not paying enough for them to hire good customer service staff with in depth technical knowledge and staff with enough time to call back all the people who have the slightest of issues.

All im doing is pointing out your expectations of what you think you deserve are unrealistic.



 

 
 
 
 


34 posts

Geek


  Reply # 395529 25-Oct-2010 18:40

Falconz: Im sorry but how old are you ? 
Im saying the reason you dont get good cusomer service is because your not paying enough for them to hire good customer service staff with in depth technical knowledge and staff with enough time to call back all the people who have the slightest of issues.

All im doing is pointing out your expectations of what you think you deserve are unrealistic.



 


It swings a little both ways. "You get what you pay for" is completely valid, but so is voicing concern over exactly what it is we're paying for. And, there is something of a habit for people in this country to just say, "Oh well, that's how it is and I can't do anything about, so I shouldn't complain." We're well within our rights as consumers to complain about a substandard or faulty service.

But, expecting them to do something about it is another matter. Maybe you're right - maybe they simply can't because they don't make large enough margins. But should that be on their shoulders, or on ours, the consumers? If they're not charging enough to offer good support, then they should expect to be complained to, not that their customers will say "Oh well, I'll deal with it/move on." 

But on the flip side, we can't force them to offer good support. You can't make a business spend resources it simply doesn't have. So as much as shifting ISP's is a hassle, if the complaints don't get through to them it means they likely aren't able to do anything about the issues - Tell a bunch of people they're awful and move on, and eventually they'll have to improve their service or go under. Or stick it out and keep up the complaints till it does improve. 

Also, Falconz, which ISP are you with and how do you find the service? /fish for greener pastures :P 

316 posts

Ultimate Geek
+1 received by user: 19


  Reply # 395530 25-Oct-2010 18:44

It's somewhat like a tax. If people really need it, the tax on producer gets transferred to consumer, if people don't really care, then producer will probably have to absorb the tax.

in NZ, where demand is low, the remaining few that rates internet higher than your average consumer gets walked over.


Emp

65 posts

Master Geek
Inactive user


  Reply # 395602 25-Oct-2010 21:27
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It amazes me how there is a problem with Residential ADSL2 connections and people are finding reasons to say why we don't deserve good service?

What the Fukk, this is the only ISP that would be that way inclined. Telecom, iHug (Satellite connection 2004 via Sky Tower setup) and Xnet all did better then this.

How old am I? Old enough to figure out that paying for a product over the last 32 years is more then enough reason to ask questions when it is not working correctly, more so paying more then your average Telecom and lower profile ADSL2 home user.

"Please don't complain, just leave the ISP and then change. You can eventually go through every ISP in New Zealand, without saying a word". Oh boy, bigot or fanboy. 

1828 posts

Uber Geek
+1 received by user: 215
Inactive user


  Reply # 395669 26-Oct-2010 04:41
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Falconz: The fact of the matter is they are only maying ~$10 - $15 a month off you. Unless your prepaird to pay a higher monthly cost they cant?afford?to hire masses of support staff, they cant?afford?to call every one back.

we pay $2k a month for 10megabit?national?and 1megabit?international?to give you some comparison on costs.

It is not always the ISP at fault if there is an issue at the exchange, or the cabinet, or your home?wiring?its hard to track down and technical staff have a massive work load. And in alot of those cases they are relying on third party contractors at chorus or telecom to tell them whats going on.

If you call up and talk to some one about your issues make sure you get a case number and the next time you phone talk to that same person, create a relationship with them. Dont get angry and raise your voice they will be less likely to help you, treat them with respect and they will treat you with respect unless they are are jerk.


If everything fails, then find another isp that?doesn't?have the same issues, and change to them. They will soon get the message when their subscriber numbers start dropping. Which?ironicly?will mean that those who remain will have better speeds and service


Ha HA fricken HA you go on about what they can and can't afford yet I see quite a few very expensive ads in the last few months how much of that money would have been better used fixing the issues they have for the user base they have let alone all the NEW users they're trying to garner.... They can't even give they ones they have a decent experience...

and their front desk staff do nothing but read a script sh!t if cost that much then make it a recorded msg with if you've already tried the standard crap press 1 a bazilion time to speak to an tier 2 support person

I don't ask much from orcon but i do expect better than dialup speeds at peak times anything else is bullsh!t

316 posts

Ultimate Geek
+1 received by user: 19


  Reply # 395713 26-Oct-2010 10:10

EMP, I agree with you. I was merely describing the current situation, but that doesn't mean we can't change the status quo.

But, what are the actions we can take?

Marching down to HQ would be quite final I suppose. The previous ideas about facebook or twitter or whatever social crap orcon is on could be good, though need sometime to look at what they use, and how to engage them.

The helpdesk I know all too well, almost 10 years ago I was working as helpdesk monkey in another big nz ISP, basically day one I was told we are a buffer. If there's anything wrong, the NOC would know it. So I do assume that Orcon knows what's going on.

But yes, I think we do need better explanations.
Orcon used to be quite upfront about everything, however since they got taken over by the government and subsequently by Kordia with that new management they've somehow forgot a lot about customer services. And the fact that it's government owned steps on some peoples' nerves too.

I have no idea how to get the word out, maybe we could set up a small table, that includes everyone's ticket number, and start to get everyone to log a ticket? Or does anyone have any better ideas?

129 posts

Master Geek
+1 received by user: 3


  Reply # 395738 26-Oct-2010 11:32
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Just got a Consumer.co.nz ISP survey in my email inbox. I answered it...it did not present a pretty picture of Orcon and it's Quality of Service.

Orcon, the new Xtra. 

12 posts

Geek


  Reply # 395769 26-Oct-2010 13:17
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hmm

same city

same issue

others having no problems

Decrease in line speed gradually regardless of ISP you are with

Sounds like an overloaded exchange to me :D!

Emp

65 posts

Master Geek
Inactive user


  Reply # 395771 26-Oct-2010 13:26
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alliao: EMP, I agree with you. I was merely describing the current situation, but that doesn't mean we can't change the status quo.

But, what are the actions we can take?

Marching down to HQ would be quite final I suppose. The previous ideas about facebook or twitter or whatever social crap orcon is on could be good, though need sometime to look at what they use, and how to engage them.

The helpdesk I know all too well, almost 10 years ago I was working as helpdesk monkey in another big nz ISP, basically day one I was told we are a buffer. If there's anything wrong, the NOC would know it. So I do assume that Orcon knows what's going on.

But yes, I think we do need better explanations.
Orcon used to be quite upfront about everything, however since they got taken over by the government and subsequently by Kordia with that new management they've somehow forgot a lot about customer services. And the fact that it's government owned steps on some peoples' nerves too.

I have no idea how to get the word out, maybe we could set up a small table, that includes everyone's ticket number, and start to get everyone to log a ticket? Or does anyone have any better ideas?


Was talking to Falconz.

Easy solution and they would not want it to occur. Get everyone grouped together, probally about a dozen from reading this. Ring TV3/TVNZ - Campbell Live etc get them to come with a video camera and presto.

The customer is always right, more so when we pay for the service and nothing is getting done...

What is this about the Government taking over and the fact Kordia is taking more control, I assumed they were a silent partner and had nothing to do with the infrastructure of the company and its services. 

jsr

16 posts

Geek
Inactive user


Reply # 395773 26-Oct-2010 13:29
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fobski:
Sounds like an overloaded exchange to me :D!


That's _crazy talk_. Exchanges can't overload, they're _huge_. They're entire _buildings_. 

LRN2.

62 posts

Master Geek


  Reply # 395776 26-Oct-2010 13:36
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jsr:
fobski:
Sounds like an overloaded exchange to me :D!


That's _crazy talk_. Exchanges can't overload, they're _huge_. They're entire _buildings_. 

LRN2.



I think your right, I saw one once, it was indeed a building 

27 posts

Geek
+1 received by user: 19


  Reply # 395777 26-Oct-2010 13:38
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Emp: How old am I? Old enough to figure out that paying for a product over the last 32 years is more then enough reason to ask questions when it is not working correctly, more so paying more then your average Telecom and lower profile ADSL2 home user.
?

Hang on, did I read this right ? You've been paying for an ADSL2 product for the past 32 years ?

Emp

65 posts

Master Geek
Inactive user


  Reply # 395791 26-Oct-2010 14:09
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Satire:
Emp: How old am I? Old enough to figure out that paying for a product over the last 32 years is more then enough reason to ask questions when it is not working correctly, more so paying more then your average Telecom and lower profile ADSL2 home user.
?

Hang on, did I read this right ? You've been paying for an ADSL2 product for the past 32 years ?


Don't attempt to think, your brain would prove you wrong.


On the phone to a CSR right now, going to get his name and insert it here, his name David - who has just told me a exact opposite reply as to the Team Leader Dylan.


Last week I spoke to Tech Support Team Leader, he told me that I had a ticket in for disconnects and bad speeds, they said they can see that I am not getting what I was getting and due to the long weekend it would have a outcome on Tuesday.

I just spoke to a guy about this; CSR David, in the last few days over Labour weekend, the weekend where most people go out of town and surprise surprise congestion is not a issue due to lower user levels on the exchange. He said "Oh in the last few days, you have had one disconnect on Saturday, none on Sunday and three Yesterday/Monday"... So in the last Month having over 50 disconnects is now valid for him to say, that "This is not a issue with your disconnects and we would be checking some line tests with your speeds". I questioned him about that saying how on earth can you justify all of a sudden that my line is fine and there is no problems with it, he came back with the reply "There is no issues of disconnects really over the last few days and if we were to put a ticket and send a Chorus technician out be aware if he finds nothing you will end up with a charge for the call out".

Can someone fukk me sideways here and call me Betty? HOW IS IT POSSIBLE THAT THE TEAM LEADER DYLAN CSR AND MY DOZEN PHONE CALLS UP UNTIL FRIDAY LAST WEEK, I WAS TOLD THAT I HAVE A BIG DISCONNECT ISSUE, ITS NOT MY HARDWARE, MY LINE SPEEDS ARE BAD AND THEY ARE GOING TO PUT IN TICKET FOR BOTH DISCONNECTS AND LINE SPEED WITH A CHORUS TECHNICIAN ABOUT THIS ISSUE, DUE TO THE LONG WEEKEND IT MAYBE NOT RESOLVED DURING THE WEEKEND, HOWEVER WE DO HAVE PEOPLE WORKING REGARDLESS OF THE LONG WEEKEND" HE THEN HAS JUST TOLD ME NOW THAT THE TICKET; DAVID THE CSR IS NOT LOGGED WITH CHROUS, BUT WITH THERE TIER 2 ENGINEERS INSTEAD; THEREFORE DYLAN WAS LIEING TO ME ALONG WITH THE CSRS ON THURSDAY/FRIDAY WHO TOLD ME IT WAS TICKETED WITH CHROUS TO BE CHECKING MY CONSTANT DISCONNECTS AND BAD SPEEDS.

Facts; In the last month I have experienced over 50+ Disconnects, my modem shows my line to the Exchange as 22mb down, my speed tests to LA etc you can see on previous pages, I have had 13 disconnects from Saturday, Sunday and Monday - the CSR David told me I have had 4; So I am wrong, once again and I have to pay for a Ticket to get sent out.


I am furious.


Who is wanting to get their account number and ticket numbers. write a brief summary of facts of your problem, date logged and the customer support that you have had experienced with Orcon in the last while aka the decline of customer service to a steaming pile of sh1te. Please reply here, one voice is bigger and better then one. I already have 3 other people from another local gaming site who are willing to support this. Also please include your physical location; does not have to be your address, but you can use what exchange you are connected too and then we can evaluate the situation from there. Campbell Live would love to hear from us.

27 posts

Geek
+1 received by user: 19


  Reply # 395799 26-Oct-2010 14:24
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Emp:
Satire:
Emp: How old am I? Old enough to figure out that paying for a product over the last 32 years is more then enough reason to ask questions when it is not working correctly, more so paying more then your average Telecom and lower profile ADSL2 home user.
?

Hang on, did I read this right ? You've been paying for an ADSL2 product for the past 32 years ?


Don't attempt to think, your brain would prove you wrong.


Wait what ?, maybe you need to learn to communicate in english a little better. You said you were old enough to figure out that paying for A PRODUCT (note, not multiple products) over the last 32 years gives you permission to ask the hard questions.

In the context of this thread, that would indicate that you believe you have been paying for an ADSL2 service for the past 32 years.

Then you try to claim this misinterpretation is MY fault ? You really need to learn to communicate betterer. (and yes, that was intentional)
Emp:
[wall of text that isn't really that relevant deleted]
Facts; In the last month I have experienced over 50+ Disconnects, my modem shows my line to the Exchange as 22mb down, my speed tests to LA etc you can see on previous pages, I have had 13 disconnects from Saturday, Sunday and Monday - the CSR David told me I have had 4; So I am wrong, once again and I have to pay for a Ticket to get sent out.

a) LRN2FaultFind
b) He never said you would be charged. He said that if there was nothing wrong you would be charged. If you believe there IS something wrong then put your money where your mouth is and get the guy sent out.
c) Yes, you are wrong, he is right.

If I were the guy doing the programming for Campbell Live I'd laugh at you. But.. by all means, make a bigger fool of yourself on national TV. It will be entertaining.

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