Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.



193 posts

Master Geek
+1 received by user: 15

Subscriber

Topic # 100733 17-Apr-2012 20:40 Send private message

I recently had a problem with a Norton Internet Security registration.  I have a 3-PC licence but a new laptop that came with a trial version of NIS was registered separately and the trial was about to expire.

I Chromed in to NIS support and went through the FAQ/automated responses then on to 'live support'.  This was a browser-based conversation with a support person with a 2-minute wait at the start.  The problem was identified and the licence on my new laptop included in the 3-pc licence.  The whole process took 10 minutes.

How I wish talking to Orcon would be as easy, quick and effective.  Instead the prime point of contact remains an 0800 call and a wait on hold.....dark ages stuff now.


Create new topic
7309 posts

Uber Geek
+1 received by user: 407


  Reply # 610808 17-Apr-2012 20:51 Send private message

Thy have an online email ticket system too, so you don't have to wait on hold



193 posts

Master Geek
+1 received by user: 15

Subscriber

  Reply # 610831 17-Apr-2012 21:32 Send private message

mattwnz: Thy have an online email ticket system too, so you don't have to wait on hold


Ever tried to use that?  Last time I did that I got an apologetic email about a month later.  Ever tried to email support?  Last time I did that the automated response was the first and last response to it.

Neither comes close to the experience with Symantic - which was a 'live' browser-based message texts.  Imagine getting a problem with Orcon and having it resolved in 10 minutes elapsed time.

Nate wants an iphone
3851 posts

Uber Geek
+1 received by user: 6

Mod Emeritus
Trusted
Subscriber

  Reply # 610834 17-Apr-2012 21:39 Send private message

Telecom also uses a similar technology that they use for certain parts of the website.



I've found it very useful - I've used it a few times to change things on my account. They usually email a confirmation email with what was said as well. :)

(edit to adjust image size)




webhosting |New Zealand connectionsgeekzone IRC chat
Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

16477 posts

Uber Geek
+1 received by user: 1396

Trusted
Vodafone NZ

  Reply # 610837 17-Apr-2012 21:40 Send private message

Vodafone uses this as well




7309 posts

Uber Geek
+1 received by user: 407


  Reply # 610839 17-Apr-2012 21:45 Send private message

OldGeek:
mattwnz: Thy have an online email ticket system too, so you don't have to wait on hold


Ever tried to use that? ?Last time I did that I got an apologetic email about a month later. ?Ever tried to email support? ?Last time I did that the automated response was the first and last response to it.

Neither comes close to the experience with Symantic - which was a 'live' browser-based message texts. ?Imagine getting a problem with Orcon and having it resolved in 10 minutes elapsed time.


If that is the case, then they are not doing it right. It should at least be answered the same day.

One thing I have found with the 'live' chat systems I have used with other companies, is that they can be run by a subcontracted companies out of India, so they may not be able to help with some things. I actually had some spam from an India company selling that sort of live chat system.

Baby Get Shaky!
1053 posts

Uber Geek
+1 received by user: 134

Subscriber

  Reply # 610916 18-Apr-2012 02:40 Send private message

Should this really be located in Orcon's forum? Sounds more Off Topic to me.

5267 posts

Uber Geek
+1 received by user: 782


  Reply # 610940 18-Apr-2012 08:22 Send private message

yep, telecom and vodafone both do this exact feature.
(although obviously if your broadband is down then it can be pretty hard to use :P, so call centres still come in handy )

2505 posts

Uber Geek
+1 received by user: 243

Trusted
Subscriber

  Reply # 610992 18-Apr-2012 09:17 Send private message

Orcon's support ticket system actually does support live chat functionality. It also supports viewing the status of your ticket, and other stuff that you can't actually do with Orcon because they've disabled it.



193 posts

Master Geek
+1 received by user: 15

Subscriber

  Reply # 611010 18-Apr-2012 10:02 Send private message

Kyanar: Orcon's support ticket system actually does support live chat functionality. It also supports viewing the status of your ticket, and other stuff that you can't actually do with Orcon because they've disabled it.


Well I have never found any 'live chat' facility on Orcon's support pages.

When you click Support you are taken through the 'Knowledgebase Support' process.  Once you choose your options from there an icon allows you to select 'talk to us'  clicking that icon takes you to the contacts page, (http://www.orcon.net.nz/support/contact_us) implying that the various helpdesk phone numbers are your only contact option.

There is a 'Request Support' seb-menu on the above screen (confusing when you have already requested support to get here) and this presents a form to fill out with a Submit button.  No 'live chat' here.

So where is this 'live chat' facility?

302 posts

Ultimate Geek
+1 received by user: 40


  Reply # 611258 18-Apr-2012 16:38 Send private message

Didn't he just say it's disabled on their end?

401 posts

Ultimate Geek
+1 received by user: 1


  Reply # 611272 18-Apr-2012 16:48 Send private message

I had a Norton key, which could be used with 5 pcs. Unfortunately I uninstalled it from one pc, and move it to another pc. Unfortunately because of the restriction, I was unable to activate it.

After 10mins on Norton 360 live chat, the problem was resolved, and I dealt with a very polite representative. I wish Orcon support was this responsive. I have found their reps friendly, but hellish waits to get to them.

Create new topic




Twitter »
Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





Trending now »

Hot discussions in our forums right now:

American legal jurisdiction in New Zealand
Created by ajobbins, last reply by ajobbins on 20-Oct-2014 22:53 (22 replies)
Pages... 2


Another Trade Me competitor: SellShed
Created by freitasm, last reply by mattwnz on 20-Oct-2014 15:16 (22 replies)
Pages... 2


Why would Suresignal calls be worse quality than non-Suresignal calls from the same location?
Created by Geektastic, last reply by froob on 21-Oct-2014 08:21 (41 replies)
Pages... 2 3


Picture resizing on the forum
Created by Jase2985, last reply by freitasm on 18-Oct-2014 13:32 (13 replies)

Internet question...
Created by Geektastic, last reply by Geektastic on 17-Oct-2014 22:59 (40 replies)
Pages... 2 3


Why do people keep thinking National are doing a great job?
Created by sxz, last reply by Geektastic on 20-Oct-2014 23:05 (156 replies)
Pages... 9 10 11


Just bought a TiVo online. No wireless adaptor. Will a standard one work? Or do I need the TiVo one ?
Created by Limerick, last reply by graemeh on 20-Oct-2014 16:03 (11 replies)

Lollipop it is then. Android 5 announced with Nexus 6 and 9
Created by Dingbatt, last reply by kiwifidget on 21-Oct-2014 09:16 (57 replies)
Pages... 2 3 4



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.