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| Thread ID: 84514 | 2007-11-08 20:39:00 | Xtra Pointing Customers to M$ Now? | Enigmur (10547) | PC World Chat |
| Post ID | Timestamp | Content | User | ||
| 609640 | 2007-11-08 20:39:00 | Went to my Grandparents house last night and seeing as I do a bit of computer stuff my Granddad said that his internet died the other day and hasn’t come back since (dialup). He called Xtra to try and figure it out and they messed him around for about half an hour, then pointed him at Microsoft? He called Microsoft and the guy said “I guess you’ve been pointed here by Xtra, we’ve had a lot of people getting directed here lately”. So it seems Xtra has totally given up on support, I guess you need to know when to give up. I asked Granddad about broadband and he was keen so I’m pointing him in the way of Xnet which is who I’m with. I cant believe how bad Xtra has become, I didn’t think they’d manage to get worse. My Granddad seemed like he expected me to be surprised at how Xtra treated him, but I said that’s exactly how their customer support is – make it as hopeless and difficult as possible, and maybe less people will bother calling. Has anyone else heard of them pointing customers to Microsoft – I imagine for network configuration? |
Enigmur (10547) | ||
| 609641 | 2007-11-08 21:21:00 | I never had them point me to MS, but 99% of the time their 'helpline' is like a bunch of monkeys squeaking and yelling. | qazwsxokmijn (102) | ||
| 609642 | 2007-11-08 23:51:00 | I never had them point me to MS, but 99% of the time their 'helpline' is like a bunch of monkeys squeaking and yelling. There support is contracted out to companies such as http://www.rightnow.com/ and other low wage countries. |
robbyp (2751) | ||
| 609643 | 2007-11-09 17:55:00 | Went to my Grandparents house last night and seeing as I do a bit of computer stuff my Granddad said that his internet died the other day and hasn’t come back since (dialup). He called Xtra to try and figure it out and they messed him around for about half an hour, then pointed him at Microsoft? He called Microsoft and the guy said “I guess you’ve been pointed here by Xtra, we’ve had a lot of people getting directed here lately”. So it seems Xtra has totally given up on support, I guess you need to know when to give up. I asked Granddad about broadband and he was keen so I’m pointing him in the way of Xnet which is who I’m with. I cant believe how bad Xtra has become, I didn’t think they’d manage to get worse. My Granddad seemed like he expected me to be surprised at how Xtra treated him, but I said that’s exactly how their customer support is – make it as hopeless and difficult as possible, and maybe less people will bother calling. Has anyone else heard of them pointing customers to Microsoft – I imagine for network configuration? Back in the days (when dial up first came out) when i used to work on Xtra helpdesk, if tier 1 couldnt fix it then Tier 2 support contacted customer to fix it. We did everythiingwe could. Although registry fixes were common in those days, it was later stopped cause of customer tweaking wrong stuff and mucking up the OS with BOD :D And when the Tier 2 couldnt figure it out, they either advised of a tech visit but more often then not point towards to MS for OS support if Modem and Ph Line/user account was ruled out. Mind you it was good support then but now it appears most stuff (billing calls) has gone to Phillipines and the tech line for Xtra dialup/Broadband which i think is still in NZ is bunch of people just following documented step by step lists. You call for password reset and they first thing they ask if you have modem plugged and which lights are on !!!! (which i think is their Step 1) |
Choker (12893) | ||
| 609644 | 2007-11-09 21:11:00 | You call for password reset and they first thing they ask if you have modem plugged and which lights are on !!!! (which i think is their Step 1) Once when I was talking to advanced support, they said that they have to ask those questions even if they know they are talking to a computer tech. It is entirely possible that you were talking to someone who would be able to help you quickly & wanted to do so, but policy forbids it. The first tier on the 0800BUSINESS line seems to be a lot better than the standard helpdesk (and you don't have to go through the stupid voice recognition system), but they are still bound by the same rules. |
Greven (91) | ||
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