Our internet connection died on Monday morning.
I phoned your help desk. A recorded message told me people were experiencing email difficulties, technicians were working on it and the waiting time for calls to be answered was about an hour.
I hung up.
About an hour later I rang back, heard about the email problems again and then was told if I left my number someone would call back.
I left my number. Someone called back.
She tried to help and couldn’t. She passed me onto someone else who tried to help.
She wanted me to tell her which of the lights were green on the modem. I couldn’t see to read in the half-light under the desk. I enlisted a younger pair of eyes, she read out the labels and I relayed them to the help desk.
It didn’t help and nothing else that was suggested worked. She passed me on to someone else.
After about an hour of this the bloke who was trying to help said he’d have to email a technician who would text me and I could expect that message within four hours.
By Tuesday morning I’d still heard nothing. Our office manager spent more than an hour on the phone getting to the same place I had.
But at 9:35 I got a text telling me Telecom had logged a case and giving me a reference number.
Yesterday evening when we’d heard nothing more my farmer rang for help.
He got nowhere.
I went over to the office and found a message saying the problem had been resolved and everything would be fine by this morning.
At 9:18pm I got a text saying the problem had been resolved.
I went back tot he office, the internet was still dead. I rang the support number again.
The woman who answered got me under the desk again to put the end of a paper clip in a tiny hole in the modem to reboot it. That didn’t work either.
She passed me on to someone else who studied the case notes and said that the problem at the exchange had been fixed but they still had to do something else, it should be fine in the morning and I’d get a text between 8 and 9am.
At 9:30 having heard nothing I rang the help desk again. I explained I needed level 2, the woman who answered said she’d try to help me first.
She couldn’t and eventually passed me on.
Once more I had to get under the desk and stick a paper clip in the tiny hole in the modem. The paper clip bent and wouldn’t turn the modem off. The man on the help desk suggested I get a tooth pick. I did. It broke. I found a stronger paper clip which enabled me to turn the modem off.
It came back on but the internet light still didn’t.
The help desk man eventually said he’d have to email the technician again. I asked him if he could impress upon him the urgency of the matter given we ‘d been trying to run a business on a couple of t-sticks for 48 hours and could he please ask the technician to contact us and give us an indication of what might be done by when.
He said I should get a text.
I tried phoning Chorus directly but was told I had to go through Telecom.
It’s been more than four hours and we’ve still heard nothing.
Yesterday was the 20th of the month, had it not been for the t-sticks we wouldn’t have been able to pay the bills. As it was we could, albeit at a far slower rate than normal because mobile reception isn’t very good out here.
Thanks to the t-sticks we’ve been able to send and receive emails and I’ve been able to blog too but the much slower connection and the hours we’ve spent on the phone are costing us time and causing frustration for our staff and us.
That would be bad enough at any time of the year but it is especially concerning just two days before the country shuts-down for Christmas.
The length of time it’s taking and the silence in which we’ve been left are an appalling reflection on your customer service.
How hard would it be for a real person to phone us and tell us what’s happening and give an indication of when the problem might be resolved?
The very least a business in the business of communication should do is communicate with its customers when they’re having problems.
Yours in frustration
3:08: Internet is back. Thank you.