Comments on: iiNet, in the tale of "Yet another company which has failed to scale and are now neglecting their customers"

By: Brendon

Brendon — Tue, 19 Apr 2011 16:35:55 +0000

So far they have some how managed to change my connection address from the one requested, changed my plan to a more expensive one without any notice charged me a fee that should not have been charged to change it back not once but 3 times sent me texts and emails saying my service is active which it is not billed me for the relocation and are not returning my calls about the service not being active
oh and we are well and truely past the 10-20 working day time period

I am well and truely fed up I dont know where to go from here I’m so frustrated about this that when i think about it i cant think straight

By: Andy Perkins

Andy Perkins — Sat, 04 Sep 2010 13:02:39 +0000

An interesting post and discussion here. I’m in the business of helping companies survey customers to get a better handle on the nature of the relationship.

Here are a couple of key takeaways:

1) The standard customer service or satisfaction questionnaire is far too focused on generic issues to be useful in many cases where customers have important feedback to give. This is a case of asking questions that the company wants answered rather than giving customers a chance to say what’s important to them.

2) Often it’s the customers that can see clearly enough to suggest a simple solution (as above) where the company employees are so tied to their current processes and procedures that they simply can’t figure out a simple solution that would improve service. Ironically, customers can!

And for each that does say something, there’s another that has the same problem but hasn’t bothered to ask.

We need a revolution in how companies ask for and handle feedback.

Andy Perkins
The Satisfaction Questionnaire Blog

By: Aaron

Aaron — Tue, 13 Jul 2010 02:37:34 +0000

I recently switched from e-wire to iinet with sweet dreams of faster and reliable internet service.

While the internet has been fine I haven’t had a working home phone for a week now, sometimes the phone works, sometimes it doesn’t.

I’ve tried phoning iinet’s customer service at work and tried painfully and slowly to explain to them that I don’t get a good mobile signal in my house so I can’t call them back later to run tests at home. But they just don’t seem to get it.

By: Geoff

Geoff — Sat, 06 Sep 2008 02:49:10 +0000

Well you can add me too thhe growing line of upset customers as well. I had internet connected for about 12 hours at my new flat when I lost line sync. That was the better part of a week ago. I called them, they dont know which exchange I am on, so they guess it was one that was close that had maintenance on it. I said ok, whens it going to be fixed.. noboby knows. Fanastic.They said they would txt me with an update, that was 2 days ago. I emailed, no response, I emailed again, the response I received was, “its maintainence, it will come online when its fixed”. I tried calling, put onhold for 15 minutes. Hung up. Im sick and tired of spending my money and time doing their job.

By: Iinet's lack of QOS (again), another reason for Software + Services - Nick's .NET Travels

Mon, 28 Jul 2008 23:37:27 +0000

[...] If you read Tatham's blog you will have seen this post, where he talks about his issues with Iinet. Granted he's been messed around even more [...]

By: David H

David H — Tue, 10 Jun 2008 04:13:32 +0000

Warning – Contains cuss words (Sorry, I’m really cranky about this)

I too recently suffered at the hands of the iiNet customer complete-lack-of-service department and your story confirmed that it’s not just me, iiNet really is sucking dawgs bawls lately.
After more than 2 years (happily) with iiNet for phone and internet we had to move house.
What should have been a simple procedure to get services hooked up at our new address turned into 6 weeks of infuriating phone calls, bull shit buck passing, draconian adherence to policy, out right lying, total disregard for customer satisfaction ….. and no phone or internet.
They sure-as-shit have scaled up their ‘How to fuck off previously loyal happy customers’ program.

Glad to hear that your complaints actually made it to a person who could possibly give a shit.

Ps – Tried to work in a reference to Ted Dziuba’s awesome blog post ‘I’m Going To Scale My Foot Up Your Ass’ but I just wasn’t smart enough.