Mark Foster wrote:

> 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.

Ok, I was wide of the mark by several thousand km. Mind you they still
seem to follow the preprepared script approach but I cannot really
expect more for 60 bucks a months, can I?

> 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.)

Does NZ have a peculiar variant of ADSL compared to other countries that
costs us, or the ISPs, more to support?

>> 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.

And the basic rule is that I am not paying them anywhere near enough to
be able to access any of the clueful people in those support tiers. :-)

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

I agree. It is. I have obviously been with them too long. I would love
to see if the other side of the fence is any greener but I have my
doubts. I also fear several days during the service switchover. I would
love to think I could go out to work in the morning and find the
switchover done by the time I returned in the evening.

I would love it ... but I doubt that it would work like that.

Regards,

Gordon

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