HelloPeter telecoms ratings: The best and worst

FreshFruitDefenceINC said:
I think what should have been shown is the ration of complaints that become compliments. That would be a better indication IMO.

Having complaints is inevitable. Turning those complaints into compliments shows that you're committed to customer service.

People don't use Hellopeter to compliment...
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Here's a link that paints a more accurate picture:
http://www.hellopeter.com/telecommunications-industry-league-comparison/16/

I'd like to see the reverse (bottom of the table)
 
These stats are not even close to representing the uselessness of Telkom. If Telkom was a company that actually responded to complaints and if these postings made any sort of difference I would have pushed that complaint ration to double that count all on my own.
The newest complaint being Telkom chargeing me a reconnection fee after they mistakenly cut my line. What a easy scam. Cut the line, wait for a complaint reconnect the line and charge R150+ for it.

The orange index that claims Telkom to be one of the best access and service providers are such a corrupt case because Telkom is one of the biggest clients of the company that run that index. And the methodology used in those evaluations are so heavily based on advertisements that the bigger the company the easier it is to buy your way to good reviews. I hate the fact that I have to support such a useless company to be able to have a landline connection.

/Rant over.

Woooosaaaa.
 
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Antonf said:
Telkom doesn't respond to complaints on HelloPeter so probably shouldn't even be on the list.

The ratio doesn't indicate the service levels of the companies, only the ratio of compliments to complaints, nothing more, nothing less.

In my experience Vodacom responds with a template reply and you are lucky to hear from them again. MTN is even worse.
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That's HelloPeter's greatest failing. They allow companies to get away with a stock "we'll get back to you" reply. In a sense it's no better than a lack of response.
 
Sites like this make no sense. When someone gets good service they don't think "Gosh, let me go and give them a compliment on HelloPeter!", but when they have bad service they often want to get back at the company and thus give them a bad name... and waste their time doing so.
 
I've used hellopeter a number of times, my two most recent ones being this year against VVM Attorneys. Both times it paid off significantly, and far quicker and better than the hundreds of rands and loads of time spent trying to sort the problems out BEFORE going via hellopeter.

It may not work with all companies or for everyone, but it certainly has worked for me. That said, I find a lot of value in looking up companies I may have to deal with, and checking what sort of problems/complaints are out there against them. It helps me make more informed decisions.
 
kilobitsperyear said:
I think that this would be more indicative of service satisfaction if the compliments and complaints were set against total subscriber base... the ratio of complaints to compliments is pretty useless unless the total pool is taken into account methinks...
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Lol, that's exactly what the ratio does, it normalizes out the size of the subscriber base.
 
Lounger said:
That's HelloPeter's greatest failing. They allow companies to get away with a stock "we'll get back to you" reply. In a sense it's no better than a lack of response.
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They do survey satisfaction level with the response, and provide this information in various forms. What more can they do, should they sue the company on your behalf?
 
SinghDude said:
A ratings service is'nt going to work when you have large amount of customers that never pay a compliment.
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It's not clear to me how this is a problem?

Firstly, HelloPeter isn't a ratings service, it's a helpdesk facilitation service, and as such, it works well, which is why it's popular.

Secondly, there are clearly MANY compliments, evidenced by the ratios.

Third, by using the ratio of compliments to complaints and providing ratings of a company relative to its industry , you do normalize out this effect entirely, because the ratings are relative-to-peer measures.
 
Tick said:
They do survey satisfaction level with the response, and provide this information in various forms. What more can they do, should they sue the company on your behalf?
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They should provide a service that encourages a company to solve the problem, by whatever means. Simply replying is not a resolution.
 
Tick said:
It's not clear to me how this is a problem?

Firstly, HelloPeter isn't a ratings service, it's a helpdesk facilitation service, and as such, it works well, which is why it's popular.

Secondly, there are clearly MANY compliments, evidenced by the ratios.

Third, by using the ratio of compliments to complaints and providing ratings of a company relative to its industry , you do normalize out this effect entirely, because the ratings are relative-to-peer measures.
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..hmmm not a ratings service
 
I bet most of these companies have their own complaints channels. Why must a massive company now waste time digging through another site to find the sentiment of its customers. If I have a problem with my car I go to the dealer and they fix it. HelloPeter holds companies to ransom becuase they might be scared to appear on some blog once a year. Sounds like mafia protection money
 
* Blatant unfounded comment by member removed upon reflection *
 
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Lounger said:
They should provide a service that encourages a company to solve the problem, by whatever means. Simply replying is not a resolution.
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HelloPeter is already considered to be extortionate in nature, you want them to become ambulance chasers as well? What you think they should do is exactly what they do do; "provide a service" - allow people to air complaints - "to encourage a company to solve a problem" - which is exactly what the bad press these complanies get does. They can no more force companies to reply (at all, never mind with a stock reply which may or may not be followed up) than they can investigate the validity of every complaint.

At one point I actually paid attention to what people were complaining about on there, but the ratio of valid complaints to mindless drivel is actually quite high.
 
Icarium said:
HelloPeter is already considered to be extortionate in nature, you want them to become ambulance chasers as well? What you think they should do is exactly what they do do; "provide a service" - allow people to air complaints - "to encourage a company to solve a problem" - which is exactly what the bad press these complanies get does. They can no more force companies to reply (at all, never mind with a stock reply which may or may not be followed up) than they can investigate the validity of every complaint.

At one point I actually paid attention to what people were complaining about on there, but the ratio of valid complaints to mindless drivel is actually quite high.
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The solution is quite simple. A company becomes one that doesn't respond by ... not responding. They could classify a stock response as invalid. Easy...
 
Lounger said:
The solution is quite simple. A company becomes one that doesn't respond by ... not responding. They could classify a stock response as invalid. Easy...
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Except there are plently of larger companies that use stock replies on HP and actually do follow up though. Those that don't are quite often called out about it, and a single complaint becomes half a dozen making the company look even worse.
 
The compliment / complaint ratio is meaningless. It should be customers / complaints. Or revenue / complaints.

And the results are far too easy to manipulate by having people post compliments. Which is what iBurst should have done. If they had posted (or encouraged customers to post) just one compliment a week they would have a ratio of 1:9 and move from worst on the list to third best.

I suggest we call the whole thing a draw and agree that they all suck.
 
Tick said:
Lol, that's exactly what the ratio does, it normalizes out the size of the subscriber base.
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Nope... the ratio here is of complaints to compliments of the total number of HelloPeter ratings only ... ignore the subscriber base of the companies mentioned and you have a "how long is a piece of string" thing going.
 
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