.@telecomnz “Please pay your bill. But, really, we don’t care about you.”

I have always been a great fan of the blogging style of Graeme Russell of AdageBusiness. He says it like it is; he makes a complaint (otherwise known as an “observation” ;) then he critiques it, and offers a suggestion.

Today, I am taking a page out of his book and making an observation about Telecom. So, let’s tell the story first:

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I recently upgraded my phone from a Galaxy S to an iPhone 4S and in that move I switched from Vodafone to Telecom. I was very impressed with the Sales guy who I spoke to and I felt like a valued customer. Telecom has been a very valuable upgrade to me — fast 3G internet, great plan and so on.

But, today, I receive the ominous call “You need to pay your bill, or we will take further action.” Fair enough. But I haven’t been notified about the bill at all; no text message, no email, no letter in the mail. Nothing! I don’t even know how much to pay at this point. Great work Telecom for keeping in touch with your customers.

So, I call *123 to enquire how much I need to pay. Yay, it’s an automated answering service…but apparently it “doesn’t understand” me, and “can I repeat myself”. There is no option to speak direct with a customer service rep. So I try and fail multiple times to get through to a rep. Four calls later, finally I achieve success. Then I proceed to ask the rep what I want to know — what is my bill payment, and, how do I ensure I am notified in the future?

HE HANGS UP…WTF!? Seriously?!?!?!?!

I couldn’t believe it, I was fuming. So, I left work and walked 10 minutes to the nearest Telecom store to sort this out. Now, anyone who knows me, knows that I don’t walk anywhere for 10 minutes to deal with this crap — I write a blog post (see?).

And, there I finally encounter a decent human being that gives a crap! Thanks Misan. He gives me the info I need and deals with thing in 3 minutes…despite my inherent anger.

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And, herein lies the tragedy. When I signed up to Telecom I was stoked with them. Now, I am not happy. So, Telecom, if you really care about your customers I suggest you sort this crap out — get rid of the “automated answering service” (which feels like talking to an idiot) and the poor customer service reps. And, we might have something in common: we care about each other.

Yesterday I was touting Telecom to everyone. Today, forget about it.

Yesterday I was a customer who cared about paying my bills on time. Today, forget about it.

Now, readers, what advice do you have for Telecom?

2 Comments to “.@telecomnz “Please pay your bill. But, really, we don’t care about you.””

Can you post Telecom’s DMs? Intriguinger.

January 19, 2012 Reply

Interestingly enough, so far they have publicly responded asking for info, but done nothing about it, now that I have given them my info. Looks like a customer service rouse to me?

January 20, 2012 Reply

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