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Thread ID: 91852	2008-07-21 00:54:00	Xtra Helpdesk Lazy Ba*****s	pctek (84)	PC World Chat

Post ID	Timestamp	Content	User
690678	2008-07-21 02:42:00	Last week I called them when the router/modem crpped out. The guy (also not very understandable) on the phone had me do various things, none worked - and he pinpointed the problem to a faulty Ethernet cable - regardless of the fact that I had two other spare cables and with him on the phone, used them as well. No, I have to go and buy a new cable. At the end of his call I got the real reason - he was at the end of his shift and did not want to stay. Got a case number in stead. When I solved the problem myself, I called them back and the supervisor lady was very arrogantly apologetic but "you should understand, these guys know a lot and you know nothing". She also told me my router/modem does not put anything (software, cookie, whatever) on my PC - is this true as I can't believe there's nothing on my PC to recognise the router. After the arrogance I told her to eff off and wrote a letter to the CEO of Xtra (which will probably be binned). Now the above is totally against the other help I got from them at times when I called (some years ago), because with you guys here I don't need to call them any more, but remember my modem/router crpped out, and I could not connect to ask the Ubergeeks. sarel	sarel (2490)
690679	2008-07-21 03:46:00	Not to create an arguement pctek but not all people have an alternative as to ISP depending on where they live. And more to the point. If the Xtra helpdesk person had solved the problem then you would have not been employed on this particular issue. I take it that you are invoicing the user for your time and it was also a user fault? Location has nothing to do with your choice of ISP. You may be rural and stuck with dialup - so? Most ISPs offer a dialup plan, You may have satellite for the same reason - ditto. And no I don't charge people for simple stuff over the phone like that. He had been here before which is why he chose to ring me rather than someone else when Telecoms pathetic excuse for a helpdesk failed. What annoys me is this sort of thing occurs on a regular basis with them. Would you like a list? 1)The girl whos new dialup account gave her error 767, Telecom helpdesks response was "Get a new PC as your (win98) PC doesn't do that digital stuff". I could go on and on and on and on and on and on and on and and on and on and and on and on and on	pctek (84)
690680	2008-07-21 03:50:00	What was his pathetic excuse for having no email settings to start with?	PaulD (232)
690681	2008-07-21 03:52:00	Last week I called them when the router/modem cr*pped out. When I solved the problem myself, I called them back and the supervisor lady was very arrogantly apologetic but "you should understand, these guys know a lot and you know nothing". She also told me my router/modem does not put anything (software, cookie, whatever) on my PC - is this true as I can't believe there's nothing on my PC to recognise the router. Yes. If you use ethernet it doesn't install anything - the NIC just sees the device plugged into it. If you were using USB though, that would be another story. Oh yeah, those guys know so much..............................you know I omce went to an interview for Xtra helpdesk. OK it was a long, long time ago but there was a super short "technical questionnaire". Name one browser: What is a modem: I launched into that one with enthusiasm, explaining all about modulation etc but no, the right answer was a gaget to connect to the internet. There were about 4 other similar questions, no tech stuff at all and the entire rest of it concentrated on phone techniques. I was asked what I would do if a staff member continued to have trouble helping people with their queries : Give her some one-on-one training. Fine, then what if she still couldn't handle it? I lost on my reply: Perhaps she should get a new line of work.	pctek (84)
690682	2008-07-21 08:13:00	I understand their HelpDesk has a staff turnover of 95% each 18 months. They've obviously run out of people who know anything and are now down to the dregs.	decibel (11645)
690683	2008-07-21 09:05:00	Not to create an arguement pctek but not all people have an alternative as to ISP depending on where they live. It also depends on the user requirements and, of course, the distance from the exchange along with numerous other variables. For me Xtra works fine. The only time I need to ring the helpdesk is when a person forgets their password and get Xtra to reset this as I do not keep records of passwords for customers. But then I may be a Sucker and then maybe not but you have lumped ALL Xtra users together. I do believe pctek was referring to the ISP, NOT the users. Once again Sweep, you've gone off on the wrong tangent	Myth (110)
690684	2008-07-21 20:19:00	I do believe pctek was referring to the ISP, NOT the users. Once again Sweep, you've gone off on the wrong tangent Thank you very much for your comment. I believe that PCTEK referred to all Xtra users as Suckers in the very first sentence of the original post. That offended me a little because I use that ISP. My post was intended to let people know that not all alternatives are available to all people in all places maybe even due to budgets etc. I hope you see the point. In this case it was not the fault of the ISP but the helpdesk as such failing to solve the problem. It would be difficult to be on a helpdesk in my opinion because users in general have no idea of terminology and also how to explain their problem. Much like trying to help other people I know where I live. Easier just to drive there and fix the problem. Also much like PressF1 members failing to give all the facts so have to go back through previous posts to find other problems which may or may not be related to the current problem as it were.	Sweep (90)
690685	2008-07-21 21:19:00	Thank you very much for your comment. I believe that PCTEK referred to all Xtra users as Suckers in the very first sentence of the original post. That offended me a little because I use that ISP. Xtra's plans are far overpriced. Their service below par, compared with other ISPs in NZ. I'd agree with pctek. My post was intended to let people know that not all alternatives are available to all people in all places maybe even due to budgets etc. As long as there is a phone line, you can sign up with any of the major ISPs in NZ. And Xtra's plans are still far overpriced. I hope you see the point. In this case it was not the fault of the ISP but the helpdesk as such failing to solve the problem. The ISP employ such dim wits. They don't train them. I have never had any problems like that with other ISPs, apart from Vodafone. Xnet, Orcon, KOL, Telstra Clear, all have great help desks. It would be difficult to be on a helpdesk in my opinion because users in general have no idea of terminology and also how to explain their problem. Yes, very difficult. I know exactly how it works, and I take my hat off to the people who do it - well. Not Xtra's helpdesk. They are basically half trained monkeys. Seriously, they are not IT people. They read off bits of paper, if something isn't quite right, they have absolutely no idea what to do. There is no skill involved, almost anyone could do what they do. Much like trying to help other people I know where I live. Easier just to drive there and fix the problem. Also much like PressF1 members failing to give all the facts so have to go back through previous posts to find other problems which may or may not be related to the current problem as it were. ...Do you notice there are very rarely any complaints on here about anyone's helpdesk service, apart from Telecom and Vodafone?	wratterus (105)
690686	2008-07-21 22:15:00	Xtra's plans are far overpriced . At the bottom end ~3GB ~$40 are there any ISPs that can afford to go much lower?	PaulD (232)
690687	2008-07-21 22:21:00	At the bottom end ~3GB ~$40 are there any ISPs that can afford to go much lower? Uhm, most ISPs? Take Xnet for example. $36.95 for that. That's a significant saving, over the course of a few years.	wratterus (105)
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