[LINK] A consumer's experience

[Ivan Trundle]

Since we're talking about customer experiences, I have to relate this  
little gem: I decided to churn from one ISP to another, having done  
my homework and determined which plan would suit. I even approached  
my original ISP suggesting that I was about to churn, but perhaps  
they might be in a position to offer a better deal (they didn't, and  
took too long to respond).

I had discussions with the chosen ISP, all of which proved immensely  
fruitful: helpful and attentive, and what's more impressive, would  
answer the phone after less than 3 rings. E-mails were answered  
promptly. It was a dream come true in ISP land. Not only had I found  
a great deal, but exemplary service, too.

Unfortunately, I was admitted to hospital with an unexpected and  
unplanned organ donation, and complications ensured that my stay in  
the emergency ward of the local hospital was prolonged, eventful and  
painful.

In this time, the churn to my new ISP took place, but of course my  
family did not have access to e-mails with config details - and nor  
did I, since the cut-over took place before I had a chance to get the  
information that I would have needed to set things up.

What happened next? The ISP rang up my family to find out how things  
were going, and noted that we hadn't made a connection yet, so did we  
need help (I was still playing doctors and nurses). And in the course  
of conversation, offered to give assistance at any time of the day or  
night at a time when my son was prepared to reset the home router: he  
gave his personal home number, and said that if we didn't get any joy  
with the normal 1300 number, then to call him directly.

As it transpired, the router needed extra config changes, and it  
didn't go as smoothly as expected, but in the end we were reconnected  
to the intertubes. Another phone call came a week later to ask if  
things were now running better, and that if we had questions about  
the setup or our billing or timing, then please ask. All very friendly.

I was flabbergasted: the service from a user perspective has been  
simply stunning, and worthy of high praise. It's not often that we  
can say nice things about ISPs, but the fact that I can call and NOT  
be placed in a 45-minute queue is astounding in itself, but to get  
immediate assistance places this ISP at the top of the list.

If anyone is looking for an ISP that places service first, I can  
heartily recommend one of Internode's resellers, Vintek. And the  
prices are good too...

iT

On 07/04/2007, at 4:47 AM, Howard Lowndes wrote:

> I have to say that that reflects my own experiences.  Techs - good,  
> Telstra Shop - mediocre and not very product knowledgeable, Call  
> centres - don't want to know you unless you want to follow the script.
>
>
> Jan Whitaker wrote:
>> At 05:25 PM 6/04/2007, David Boxall wrote:
>>> Come to think of it, that's brilliant.  To avoid compensation  
>>> claims, just be such obnoxious arseholes that nobody wants to  
>>> have anything to do with you.  As a shareholder I see merit in  
>>> that.  As a customer on the other hand ...
>> Actually, the front line guys in my area are pretty good and  
>> thorough whenever I've had dealings with them. When my ADSL was  
>> connected, a Telstra job, the tech came by the house and told me  
>> because he wanted to explain why my phone had cut out when I was  
>> in the middle of a call. Another time, my phones were chirping  
>> instead of ringing and no one was there. It took a couple days for  
>> the guy to show, but he spent at least an hour or two testing.  
>> Turned out it was a bad connection at the switch and nothing in my  
>> house.
>> Now, that doesn't excuse the office customer 'service' (sic) staff  
>> or people not keeping appointment.
>> Jan