I shall spare you my thoughts on Telecom's customer service. You can probably generate a fair facsimile by holding down your shift key and banging on the number keys like a demented monkey anyway. If I ever hear the words "it will be fixed by the time you get home" again it will be too soon.
Did you get to talk to any New Zealanders?
We kept calling BT asking when we were going to be connected. It's meant to be five working days so after that we called them every day for about a week. Every time we called some Indian person would say something had gone wrong with the broadband part of our order, and they would get someone to call us back the same day about reordering it and about getting free dialup (fat use that'd be) in the meantime. After a few days of this they also promised us the first month's broadband free. Well, no one ever called us up, there was no record of any of the conversations except for the fact that we had called. Finally I managed to get hold of someone on Twitter who was able to connect us, but because the order had to be placed again (this was after 2 1/2 weeks of no internet) we had to wait 5 working days - until the following Monday. Luckily, we were connected at 11pm on Friday night. Oh the relief.
Then there was no record of us getting the first month free, so we were billed for it. Turns out (depending on the time you call) their billing people are in the UK, so I spoke to someone really helpful who fixed our bill. But the Indian call centre people in the Connections department (well actually they don't even work for BT, they work for a contractor which works for BT so they don't have any of the corporate culture or training or anything) are all lazy and dishonest and put on this earth for the sole purpose of preventing you getting internet.
It would be about a 50/50 chance as to whether the accent at the other end would be Kiwi or Indian, but apart from a discussion about the meaning of the word "escalate" - I still hold that telling me that a fault that was originally scheduled for Friday will now be attended to Sunday afternoon, 11am Monday at the latest, can in no way be described as an escalation - they all seemed moderately competent at the things they were actually allowed to do.
The problem was there were at least two physical faults in the roadside cabnet, caused as far as I can tell by sloppy workmanship on the part of the contractors, compounded by bad recordkeeping (they had no record of our ISP's port number on our account) and poor, slow communication between Telecom, their wiring contractors, and our ISP.
In the end, it was the wiring contractor who managed to extract the port number from Telecom's wholesale data department. Eventually.
Edited at 2009-12-01 08:10 pm (UTC)
And of course, if it was my flatmates calling and not me, the Indian people had real trouble understanding them and vice versa.
Well, rude as it may sound, I didn't notice. Then again, I took a 5 day sabbatical from the 'Net due to modem on Laptop not functioning (so not even able to access Dial-Up) and then being in Clinical and therefor Surgical Theatre yesterday.
Welcome back? If it's any consolation our telephony provider continues to tell us they do not provide broadband to our service area, despite several of our immediate neighbors having broadband from the same provider. I am investigating Sky Internet.
|Date:||December 1st, 2009 06:25 pm (UTC)|| |
Good to see you're back. I suppose I can cut that mercenary company loose now?
That Naismith fellow? Best keep him on retainer if you can - I hear he's slightly more reliable than Telecom NZ.
|Date:||December 1st, 2009 08:10 pm (UTC)|| |
For some values of "reliable" anyway.
I'd certainly prefer that he be unreliable on our side, if at all possible.