I got a bit of heat for my criticism of Telecom’s ‘new’ 3G service. I contend that while it does show a bit of an improvement on Vodafones (and I’m just as critical of them), it’s really a slightly improved service many years too late – and anyway, Vodafone is about to release it’s ‘new improved’ service so customers will gain little by shifting.
Like some others I had noticed problems with Vodafones service for a while, I had put it down to the fact that despite these services being hyped as fantastic, actually they are just OK – a bit like running Windows on a PC, there is a gap between the level of service promised, and the actual service. I’m an IT expect by any means, using a Mac simply because you don’t need to understand much about how it works. Sometimes you have a gut feeling something is shonky with an IT service or product, but proving it is time consuming and requires you to become an expert, life’s too short for most of us!
Now it transpires that despite Paul Renyolds contorted spin of the latest clash with Vodafone over 3G, in fact Telecom’s service has been stuffing up Vodafones. It appears in their haste to get the product to market before Vodafone, Telecom cut some corners with filters to stop interference with Vodafone’s network.
Mr Reynolds somewhat disingenuously says he only became aware of the problem in the last 48 hours. This really means one of two things, that Telecom is completely disorganised and someone forgot to tell Mr Reynolds exactly how they were going to beat Vodafone to the start line, by cutting corners, and this means that Mr Reynolds isn’t really in control of the company at all, it just stumbles along. On the other hand if we are to assume that Mr Reynold’s is getting paid a huge salary because of his management skills, we could then draw the conclusion that he has miss-spoke and did indeed know about the problems all along.
Whatever the case, it looks like once again Telecom is behaving in a very traditional way – arrogant.
I maintain that in fact the corporate culture hasn’t changed from the State Owned days. Shaking such an ingrained culture probably takes generations of management changes, and maybe sometimes it’s just impossible.
Whatever has gone on consumers can be sure of something. That despite all the spin and posturing from both companies, the service, when it arrives will not be as good as they make out. It will be an opportunity to milk customers of more money for something that promises much, but will under delivers. The service to back it up will be average to poor, with staff in call centers not knowing whats going on and you will have to wait for ages to speak to someone, and when you do, chances are they won’t be in NZ and won’t be much help. Like you currently do, you’ll feel frustrated, but in the end you’ll accept it because that’s how thing have been with Telecom for years, many many years.