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Thread ID: 57598	2005-05-07 03:48:00	ASDL and Xtra help desk	kumaraguy (4464)	Press F1

Post ID	Timestamp	Content	User
352990	2005-05-09 08:13:00	Well after three days it has now been decided that perhaps it is a problem at the local exchange; some one is due to come around tomorrow to have a peep	kumaraguy (4464)
352991	2005-05-09 11:09:00	There is no training. Xtra outsources to Teletech and they only requirement is "customer service" which consists of a phone speaking test. Apart from that they get a sheet to follow through - step 1: Get user to chnage settings. Step 2: Get user to recreate dialler. Step 3. Whoops, gone over the permitted 5 mins. Hang up. Not true. I have had to work in Teletech's premises on more than one occasion and took a particular interest in the Xtra help desk employees as I am an Xtra customer. I didn't see too much script use, but I did see and hear a lot of patient and helpful advice being given. No doubt there was poor advice given on occasion as well, but if you consider how confused you can get sitting looking at your screen first hand, imagine how hard it could get when you have to do it remotely and you can't see what the customer sees (or does). Cheers Billy 8-{)	Billy T (70)
352992	2005-05-09 14:17:00	i think Xtra's helpdesk is useless, bordering on the "Non-Existant". im not a racist person, but they have always got an indian working the phone when i ring up, now indians are very hard to understand when talking face to face, let alone over the phone. on occasion i have just hung up becuause i couldnt udnerstand a word. i guess they think the same of use english people, cant understand a word we speak....	Jams (1051)
352993	2005-05-09 15:47:00	I rung help desk earlier and indeed it sounded like an indian.He was a bit difficult to understand. I called vodafone today because I wanted to know if the GPS on nokia 5140 works in new zealand.The other guy said to me Oh its gprs bla bla bla!!I know what *&&**** that gprs works.I wanted to know GPS!! Thats the global positioning system.Compass direction thingy!!! Oh and I had a feature called conference call on my mobile where I can add up to 6 people in the same conversation together.Vodafone suggest that I should ring Nokia NZ because its their problem.Rung Nokia nz and they said its nothing to do with us because vodafone have to enable this feature. So I rung vodafone again.The girl was quite helpful and figured it out after 15 minutes of asking his supervisor and i think the whole room of employees!.OH AMEN!!!	Ninjabear (2948)
352994	2005-05-09 15:52:00	I actually would think Sony Ericsson NZ customer service would be the best.Never had a problem with them. I rung Sony HK and asked if mzrh10 was available In silver.The guy insisted that there was not a md player called MZRH10 and said that I can give you the price of MZNH1.I said that mzrh10 was shown on the SOny hk website.!!HE had a look and then realise that there was this md that has been released like for two months!! Man Are there any good customer service these days?	Ninjabear (2948)
352995	2005-05-10 09:45:00	Well in the end you cant fault them, they got it fixed.	kumaraguy (4464)
352996	2005-05-11 09:02:00	good customer services these days yes... rang telecom on a issue regarding phone bill...was like midday, phone was answered immediately, problem solved within 15-20 mins....brilliant... yes sometiems it can suck, but it just depends who you talk to, someone whos been there 5 mins, or 5 years....	surfingin2daunknown (8047)
352997	2005-05-11 09:46:00	I find there's a lack of experience in the computer industry, where has it gone wrong? I find the computer industry, especially in the helpdesk position is used as a stepping stone to higher places, and this is quite possibly why there's a lack of experience. Ever told a helpdesk to shut up and listen? Apparently they can be rude too by hanging up after you say that. As for customer service, when I worked in the Engineering industry, most people knew what they were talking about, infact, you ask them how long they worked there, and they say 5 - 17+ years. Now these are the the types of people I would prefer talking to, I may know nothing about what they do, and after 5 minutes into the conversation, I have many options to choose from and they help me choose the best option for the job or at least give me ideas on how to go about it. As for helpdesk, I ring up, hold for a while, talk 1 minute to them, wait till the helpdesk gets on the same wavelength, then eventually I either start making progress or else it's just a waste of both our times. I don't like the probability of getting someone who is experienced to someone who's inexperienced. I've had better help from ANZ (the bank) IT/Customer section than Xtra helpdesk. KK	Kame (312)
352998	2005-05-11 09:52:00	Thats like saying there is a lack of experience among hammer hands on a building site,or that the police who man the front desk are a bit thick. Its not that there is anything wrong, its just that those capable of bigger and better things move onto them, those that don't just stay at the bottem end, and once the reality sets in that this is as good as it gets for them then their work goes downhill even further....untill they chuck it in,get a job driving taxi's and spend their day telling people "how it really is"	Metla (12)
352999	2005-05-11 10:01:00	No, the police are quite helpful at the desk. I had no problems getting a straight answer in that situation but wasn't helpful that they never came round when I made a complaint which ended up in someone getting hospitalised, least the ambulance turned up! Since you mentioning other trades, you would realise that it's easier for them to get apprenticeships than it is in the computer industry. In fact, this might be why there's the lack. If I ever get into a position to offer apprenceships in the computer industry, that's what I want to do, at least improve the knowledge where I think it's lacking. KK	Kame (312)
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