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| Thread ID: 108915 | 2010-04-16 21:55:00 | Telstra Clear Wait Times | Twelvevolts (5457) | PC World Chat |
| Post ID | Timestamp | Content | User | ||
| 877261 | 2010-04-16 21:55:00 | . nzherald . co . nz/nz/news/article . cfm?c_id=1&objectid=10638916" target="_blank">www . nzherald . co . nz Whilst I'm perfectly happy with my Telstra Clear cable, the Help Desk has always been virtually impossible to get through to, typically half an hour to an hour and a half in my experience . So I just had to laugh at this gem . In response, a TelstraClear spokesman said: "We are concerned about the time it can take to answer our customers' calls . We are aware of the issue and are in the midst of a project to determine how we improve our service and response times . " How many years has the project being going? Will it be looking also at the train wreck that is the call out service where they insist on sending someone around to see you for a network fault, won't cancel the call out when the "fault at your end" miraculously resolves itself, and charge you for sending someone out when you weren't home, even though you rang and emailed then to stop the guy coming . Pleased to hear they're in the midst of doing something finally . |
Twelvevolts (5457) | ||
| 877262 | 2010-04-16 22:01:00 | Count yourself lucky you're not with Xnet. Sometimes, the phone doesnt ring (because when it goes down), the phones die altogether. Thats the only time, I would ring them. Or it gets overloaded. They need better phones, or a better phone system |
Speedy Gonzales (78) | ||
| 877263 | 2010-04-16 22:09:00 | Perhaps, 12volts, you could consider moving offshore where help desks are plentiful. | Sweep (90) | ||
| 877264 | 2010-04-16 22:14:00 | Well I was waiting first for you to report back on your experiences in North Korea, where they have implemented your law and order policies. | Twelvevolts (5457) | ||
| 877265 | 2010-04-16 22:17:00 | I had to ring 'em the other day, and it wasn't so bad. Got a person in about 10 minutes, turns out I missed a '1' when copying down the network setting before changing them temporarily to set up a wireless AP. | ubergeek85 (131) | ||
| 877266 | 2010-04-16 22:39:00 | I had to ring 'em the other day, and it wasn't so bad. Got a person in about 10 minutes, turns out I missed a '1' when copying down the network setting before changing them temporarily to set up a wireless AP. Must be that project kicking in - we live in hope. :clap |
Twelvevolts (5457) | ||
| 877267 | 2010-04-16 23:38:00 | www.nzherald.co.nz Whilst I'm perfectly happy with my Telstra Clear cable. I had to changed from Telstra Cable to crap tastic DSL2 when I moved to the other side of the city last year. Id wait on the phone 24hrs to solve a problem if I could have my cable back :( , it just so much more consistent than DSL. |
Battleneter2 (9361) | ||
| 877268 | 2010-04-16 23:49:00 | Their wait times do vary, sometimes they answer the phone withn a first few seconds other times its :sleep Generally though, if theres a long wait time its because they have a problem and every ones trying to call to complain - so I give up as no point in hanging on for ages only to be told what you already know. Their voice prompts - in answering is a hoot -- One time a person couldn't get it to understand her accent, so she swore and it put it through - I tried it the next time, when it starts simply say " My f**kin Internets not working - and you get put through to the help desk :D BTW - who ever wrote that article needs to get the fact right During a third attempt to contact the company less than an hour later, the answerphone system twice had trouble recognising the number 2 when it was selected as a menu option. Telstra have voice recognition , you dont press any buttons or say any numbers - you speak the options, Eg: User assistance - Speak to a technician. OR Customer service. In response, a TelstraClear spokesman said: "We are concerned about the time it can take to answer our customers' calls. We are aware of the issue and are in the midst of a project to determine how we improve our service and response times." Hire some more staff. |
wainuitech (129) | ||
| 877269 | 2010-04-17 00:22:00 | I can't remember which one, but there is an ISP helpdesk in NZ where, if you simply say "f*ck you!" to the voice recognition robot lady, she will say "You'd like to speak to a person. I'll put you right through." I think it may be Telecom. Some IVR programmer out there is a genius :p And wainui, are you sure it doesn't give you a numeric menu after failing to understand what you say a few times? I think it does but am not completely sure. |
george12 (7) | ||
| 877270 | 2010-04-17 00:25:00 | Yes its xtra help desk that that does that when you say foxtrot yankee. I suppose a bit of market research put them on the right track for the response. | prefect (6291) | ||
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