>
> I am pretty sure that I was talking to an offshore call centre. The voice was
> definitely non-kiwi but the English was very good, so i suspect somewhere in
> India. I was also pretty sure that I heard someone else in the background
> that I spoke to last time; another Indian-accented English speaking voice.

Xtra's Helpdesk is (was?) outsourced to Teletech Ltd, based in Newmarket.
They do hire a lot of people from India and the surrounding countries, but
they are NZ based.

Teletech have lost the support contract, I understand the changes involve
broadband support being retained by Telecom staff and Dialup/Email being
outsourced, possibly overseas. Its been a while since I was on the
inside, as it were, but I've not yet seen any indication that broadband
would be outsourced. (Among other things, the fact that DSL works
differently in different parts of the world will make that an interesting
concept, should it ever happen.)

> p.p.s. Has anyone actually been abler to talk to a real XTRA network
> engineer/specialist in recent times or is everyone being routed offshore to
> some call centre?

They have a number of Tech Support tiers, including relatively clooful
Broadband support and another team dedicated to their 'Business' products
(everything except dialup, broadband and email fundamentals, basically.

So in their defence, I would say your attitude is slightly pessimistic...

Mark.

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