TelstraClear customer service - What a fucken joke

[crazyhorse]

This can tie in that other thread "should immigrants be able to speak English" esp when Telecom have gone off shore and employ people whom we cannot understand, and they cannot understand us! I abuse them, I know its not their fault, but I think there are alot of unhappy NZ'ers about this!

Hope it gets sorted soon Naki Rat

[p.dath]

We use TelstraClear a lot for business purposes (never used them as a domestic client). I find their customer service excellent. I can always get through to them. There pricing is always better than Telecom.

And well, I trust them more. I don't trust Telecom.

[Swoop]

I called them last week, regarding my Mums broadband. Quite literally 2 rings!
"ring, ring"
"Hello, Jason speaking. How can I help?"
"blarthwarffle - blimmin heck! I didn't expect that so fast. Err, let me get the paperwork".

Really caught by surprise.

[mashman]

Hey Naki. I work for a company that specialises in Aged Health Care. As such we deal with TQ and Telecom a lot when it comes to relocating lines etc... and have a decent relationship with both communications companies. It might be worth having a chat with the Village owners (or the company) to see if they can use their contacts to help you out. I'm pretty sure our guys would do that for a client... just a thought...

[Bounce001]

If you want to get through to any phone compnay quickly, I have found ringing them 1st thing in the morning the best time (as soon as they open). Straight through - no problems.

If you are not happy speaking to the 'customer service' person, then just keep going up the food chain until you get to speak to the manager/boss. This also seems to get results.

[R6_kid:Me]

Who were the people you spoke with? I used to work at the Auckland call centre, but dealing with collections. Unfortunately the booking of a technician is easy, making them show up is the hard part, and there is very rarely any human to human communication in between the two departments.

[Sable]

Actually it is. Their job is Customer Service, if the customer isn't getting any service then they have failed to fulfil the primary role of their job. They are paid to put up with 'that shit', if you go into customer service and don't expect to deal with upset and angry customers, then you're extraordinarily naive IMO.
There's too much of this 'it's just a job' attitude in this country, with people filling in the time of day at someone else's expense, no wonder the economy is fucked.

Right, rant over....if you hadn't figured it out, I've just been dealing with an alleged Customer Service department....

They do what they can as they can. Abusing them will just piss them off and make them want to fuck you around. And yeah it is 'just a job'. They're on minimum wage, at the bottom of the heap. They're not part of the company as such, they just get paid by it if you understand. They have no say or input into a damn thing.

what a crock

they should take responsibility for their job,and that needs to go hand in hand with an incentive program from management to ensure rewards for employees that actually "give a shit"

Hah, like a large faceless money grubbing bureaucracy like that is going to bleed a little money on rewarding good employees. I think you guys should try a shitty customer service job or stop talking out your arseholes.

[Sable]

Who were the people you spoke with? I used to work at the Auckland call centre, but dealing with collections. Unfortunately the booking of a technician is easy, making them show up is the hard part, and there is very rarely any human to human communication in between the two departments.

This coming from someone who worked there. Different departments, different staff, different systems procedures and tasks. Companies within companies. Very little accountability and communication. Look at it from the guy you're abusing's point of view before you open your hole.

[ukusa]

2 or 3 years ago I had to ring Telstra regarding my internet problems at home. I rang on my home phone and went through the menus. Got to the "on hold" music, put it on speaker phone & relaxed. 50 minutes later we were still listening to the crap music, so I rang them on my cell phone. 10 minutes later someone finally answered my cellphone call, but the home phone was still merrily playing away.
I asked her why the hell I had to wait so long, and told her the other phone was still on hold after an hour, here have a listen!

she had no idea... just crap service really.