Dear Telecom,
I have dealt with your call centre for assistance with xtra twice this year. Both times have been incredibly bad experiences.
The first was assistance with setting up an email account for my father. It was on a Mac which I’m not familiar with so I needed some configuration advice. This meant waiting in a queue for something close to an hour. We rang several times that afternoon. It’s all very well to say call back later but my father has difficulty with these things so I have to help him when I’m there. It’s hard for me to come back the next day because it’s a one hour drive.
When we got an answer, it was a foreigner, who while polite, required me to repeat everything I said several times. After a while I hung up in frustration, exhaustion and disgust – no better off for wasting an afternoon for so called service.
Tonight I assisted my sister in-law who was having trouble with her modem. Surprisingly I got an answer quite quickly. However, again polite – but it took her over an hour to diagnose that the problem probably lay between the modem and the exchange and that she would have to refer the matter back to someone in New Zealand. I would do this kind of thing in my day job as a software engineer in ten minutes – isolate the fault. One of her comments was that the Thompson modem was extremely sensitive to passwords being incorrectly spelt. Password are simply right or wrong with any computer equipment!
Put simply – my experience of your service is that it is time consuming and bad.
I will start a blog inviting other new Zealanders to post their bad experiences with your ‘help’ desk.
You are deluded if you think you are providing good service.
You are guilty of misrepresentation under s9 of the Fair Trading Act if you actually claim you provide good service.
Regards,