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 # 91712 19-Oct-2011 18:53 Send private message

On September 19 I formally reported the outage on Orcon's NNTP server via their support email address.  Today I received an acknowledgement that also asked whether the problem still exists.

I also reported the problem through this forum.  It was fixed in few days.

The message is clear - don't use Orcon's support email address - use this forum instead or (presumably) phone the helpdesk if you can tolerate that experience. 

Create new topic
1531 posts

Uber Geek
+1 received by user: 43

Trusted

  Reply # 535307 19-Oct-2011 19:11 Send private message

Interestingly 2 support emails I filed a month ago got a response yesterday.




Generally known online as OpenMedia, now working for Red Hat New Zealand as a Solution Architect for all things Linux, Virtual and of course Cloud. Still playing with MythTV and digital media on the side.

1163 posts

Uber Geek


  Reply # 535311 19-Oct-2011 19:17

Yes, there appears to be something wrong with their support. I submitted a support ticket about a month ago, and got an automated reply to say that it would take then at least a week for a reply. I ended up having to get it sorted over the phone, as I wasn't going to wait a week for it to be actioned. A few weeks later I got a reply to the ticket, even though it had already been addressed. I ignored that. Then a week later I got another reply to the same question, but appears to be answered by a different person.

1 post

Wannabe Geek
Inactive user


  Reply # 536379 22-Oct-2011 10:28 Send private message

Stunning is one way to refer to their customer service, calling their helpdesk number was painful given time spent waiting for a rep, on a few occasions I waited 30mins (on speakerphone) before being unceremoniously disconnected by them, other times I tried their callback service when, surprise surprise - no one called me back.


642 posts

Ultimate Geek
+1 received by user: 49


  Reply # 536870 24-Oct-2011 10:56 Send private message

plainoldant: Stunning is one way to refer to their customer service, calling their helpdesk number was painful given time spent waiting for a rep, on a few occasions I waited 30mins (on speakerphone) before being unceremoniously disconnected by them, other times I tried their callback service when, surprise surprise - no one called me back.



Exactly the same thing happened to me (get disconnected 2-3 times; leave number for call-back, no-one does...).

Ended up emailing them on 25 September; got a reply finally on 20 September, which included the following:

"My sincere apologies for the delay in replying to your email. We have been inundated with calls (higher than expected) and unfortunately this has caused a delay in our email response time. We have increased the number of Customer Service Representatives replying to our emails. I would like to thank you for your patience and understanding during this time.
 
From your email I understand you are too happy with the current level of customer support.

I do apologise for the dropping of the calls once you reached the Helpesk, we had been having issues with our internal phone system at that time, due to the number of incoming calls.  The numbers have since dropped and the wait time is being reduced to a more acceptable level as we have employed a large number of people." 

And my calls had been to sort out some issues for my parents who switched to Orcon on my advice - only to be rewarded with incomplete and incompetent instructions that resulted in a two-month delay to being connected, followed by their phone line dieing for nearly a week (during which it took them days to acknowledge the seriousness of the issue and offer diversion to mobile).

I'm wondering whether Orcon failed to provide adequate resources to cope with what I would guess to be significant increases in customer numbers over this year, due to their highly competitive pricing plans (I for one was glad to get shot of Slingshot!).

92 posts

Master Geek


  Reply # 536887 24-Oct-2011 11:30 Send private message



....
 
From your email I understand you are too happy with the current level of customer support.


...


Interesting comment / typo in amongst all that from Orcon!  Almost saying "Right, you're too happy, let's change that" 

196 posts

Master Geek


  Reply # 536938 24-Oct-2011 14:19 Send private message

On 15th of September I found I was overcharged by Orcon, I sent out an emaill and got a ticket from an automatic reply. Since then I haven't got any messages from them. As it s not a technique problem and it s not 'an urgent' issue, I didn't ask for help here. I think they will refund me the money anyway, but have no idea how long will take them to do so. I must say I am not stunned by their service because I have 'tasted' it before...Frown

Just here for the +1
2833 posts

Uber Geek
+1 received by user: 422

Trusted
Think Concepts
Subscriber

  Reply # 536941 24-Oct-2011 14:36 Send private message

Possibly got their spam filter set to "Kill everything"




Michael Murphy
[Twitter] [Last.fm] [IPv6 Sage]

Everything I say here is my own opinion and not that of my employer Think Concepts.



665 posts

Ultimate Geek
+1 received by user: 27

Trusted

  Reply # 537507 25-Oct-2011 23:34 Send private message

OldGeek: On September 19 I formally reported the outage on Orcon's NNTP server via their support email address.  Today I received an acknowledgement that also asked whether the problem still exists.

I also reported the problem through this forum.  It was fixed in few days.

The message is clear - don't use Orcon's support email address - use this forum instead or (presumably) phone the helpdesk if you can tolerate that experience. 


That's my fault sorry.
I went and poked the server with a stick and promptly got stuck into other issues, I never closed the ticket off.
My apologies for this.

PS. I havent had much of a chance to find out what the plan for NNTP is. Once I have I will let you know.






No longer working for Orcon.

What does this tag do
262 posts

Ultimate Geek
+1 received by user: 38

Subscriber

  Reply # 537531 26-Oct-2011 08:05 Send private message

Just don't bother with Orcon support, full stop. 



193 posts

Master Geek
+1 received by user: 15

Subscriber

  Reply # 537950 26-Oct-2011 20:37 Send private message

ptinson:
OldGeek: On September 19 I formally reported the outage on Orcon's NNTP server via their support email address.  Today I received an acknowledgement that also asked whether the problem still exists.

I also reported the problem through this forum.  It was fixed in few days.

The message is clear - don't use Orcon's support email address - use this forum instead or (presumably) phone the helpdesk if you can tolerate that experience. 


That's my fault sorry.
I went and poked the server with a stick and promptly got stuck into other issues, I never closed the ticket off.
My apologies for this.

PS. I havent had much of a chance to find out what the plan for NNTP is. Once I have I will let you know.




Many thanks for following up.

There should be processes in place at Orcon to manage 'tickets' that are independent of the actions of any one staff member.  I worked for a multinational IT company for years where reported problems were automatically managed on a daily basis for less-than-critical issues and hourly for the rest.

It would seem that there might be a consultancy opportunity available at Orcon on this!!

 

6725 posts

Uber Geek
+1 received by user: 619

Trusted
Subscriber

  Reply # 537966 26-Oct-2011 21:18 Send private message

Heh consultancy, I wouldn't waste too much time on it. It seems to me, based on ten years of experience with them, they are systematically going through and removing all the people who used to make their customer service decent!

In my opinion the company is disconnected and arrogant and have ignored case after case of the worst customer care examples he has been sent. 

I have found over the years perhaps 5-6 people who are truly exceptional, but they are hamstrung by the fact they are always so busy fixing other peoples mistakes and that in turn slowly wears them down.

I think they need to reinstate the old CEO or appoint a new leader.

 

150 posts

Master Geek
+1 received by user: 2


  Reply # 540394 2-Nov-2011 16:59 Send private message

Worse customer service from any provider I have ever been with. Sick to death of also waiting over 30mins then getting disconnected and then waiting another 30mins to then also get disconnected. With the amount of money these people get from us surely they can afford to hire a couple more staff?? I also get overcharged just about every week and yet they wonder why I don't pay my bill on time.

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:




News »

Trending now »
Hot discussions in our forums right now:

Lightbox press event release
Created by freitasm, last reply by old3eyes on 1-Aug-2014 09:43 (94 replies)
Pages... 5 6 7


New Mobile plans coming?
Created by nunasdream, last reply by Stress on 1-Aug-2014 09:45 (76 replies)
Pages... 4 5 6


Checking UHF aerial is working
Created by OnceBitten, last reply by B1GGLZ on 28-Jul-2014 21:49 (21 replies)
Pages... 2


2010 Honda Jazz, Suzuki Swift - which has higher maintenance cost?
Created by joker97, last reply by jonathan18 on 31-Jul-2014 10:47 (76 replies)
Pages... 4 5 6


2 x PS4s to give away. Geekzone members only.
Created by BigPipeNZ, last reply by bjorn on 31-Jul-2014 15:43 (72 replies)
Pages... 3 4 5


Hierarchy of a mistake: Gerry Brownlee
Created by joker97, last reply by DonGould on 29-Jul-2014 21:57 (93 replies)
Pages... 5 6 7


VF, why you lie to me?
Created by kenkeniff, last reply by TimA on 31-Jul-2014 23:52 (69 replies)
Pages... 3 4 5


"keyless" keys - questions
Created by joker97, last reply by MadEngineer on 30-Jul-2014 22:02 (35 replies)
Pages... 2 3



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.