My window to the world


Telecom account support: stunning work there (not)

By Mauricio Freitas, in , posted: 13-Apr-2008 13:24

I know it's a weekend, and it's great the Telecom support team actually worked on this request, but...

When I ported my Vodafone number to Telecom I asked at the store to use an existing account number I have with Telecom. They skipped that bit of my request, but that's ok - thought I could just consolidate the two accounts, since it's a lot of paper that comes every month for an account that is only $2.81/month (an old Xtra email I kept).

Anyway, instead of merging the accounts, it would be easier to simply skip the monthly paper statements and get it electronically on www.telecom.co.nz/yourtelecom.

So I added my mobile phone account - fine. Then proceeed to add the second account through a form request, which requires someone at the Telecom mothership to do for me.

Today I got a reply with these words:


I am unable to process this as the two accounts are in different customer names.

The Your Telecom service is registered via your customer number, you can have multiple accounts under the one customer number, and view these on the Your Telecom service under the one login.

The account number you have provide is not in the same name as your currently registered service, if you would like to view this account on your current login we will require the authority from the account holder to transfer the account and services to your customer number. This will mean you will become the owner of the line and be liable for any charges or changes made to the lines/services.


Both accounts have the same full name. Both accounts have the same address.

Most interesting there are two replies in the same e-mail. One suggests merging the accounts, the other says nothing can be done. Those replies came from two different people on the same case.

No, don't tell me to go back to Vodafone. First because I don't want. And second because it looks like it's an endemic problem with customer services in this country.

This takes me to the point... Customer Services in New Zealand is appaling. Most of the discussions on Geekzone are about customer services. Long wait times on hold, incorrect information provided, wrong service provided.

When are New Zealand companies going to wake up?

Other related posts:
Microsoft Ignite New Zealand, Microsoft Surface Studio
Geekzone data analytics with Power BI
Now with more fibre






comments powered by Disqus

freitasm's profile

Mauricio Freitas
Wellington
New Zealand


I live in New Zealand and my interests include mobile devices, good books, movies and food of course! 

I'm the Geekzone admin. On Geekzone we publish news, reviews and articles on technology topics. The site also has some busy forums.

Subscribe now to my blog RSS feed or the Geekzone RSS feed.

If you want to contact me, please use this page or email me freitasm@geekzone.co.nz. Note this email is not for technical support. I don't give technical support. You can use our Geekzone Forums for community discussions on technical issues.

Here's is my full disclosure post.

A couple of blog posts you should read:

Social networks presence

View Mauricio Freitas's profile on LinkedIn


My Blog by tags...

Blog...
Entrepreneurship...
Media...
Personal...
State of Browsers...
Technology...
Viral Marketing...
Web Performance Optimization...
Windows...
Windows Phone...

Other recent posts in my blog

Microsoft Ignite New Zealand, ...
If the headlines indicate the ...
Geekzone data analytics with P...
State of browsers Geekzone Mar...
2Cheap Cars discussion...
Now with more fibre...
Unlimited is not unlimited: Vo...
How bad is Vodafone cable at t...
Frustrated with Microsoft Fami...
State of browsers Geekzone Mar...

New posts on Geekzone