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324 posts

Ultimate Geek
+1 received by user: 15


Topic # 90894 2-Oct-2011 22:27 Send private message

I've called their 0800 number twice tonight, pressing option 2 which is "to join or make an inquiry".

The first time (6pm) I was waiting to speak to someone for over 20 minutes before giving up (had places to be) and right now (10:30pm) I've been waiting for 40 minutes and I'll keep waiting on speaker phone until my mobile dies or someone actually answers.

They don't have a "thank you for waiting" or "you are number # in the queue".  Just really really bad music.

Are they always this bad?




Toys:  Samsung Galaxy S4 (Telecom), iPad 4, Roku, Apple TV, iPod Touch 4, Dell Inspiron 17R SE, Sony 40CX520, TiVo x2, Snap ADSL.

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324 posts

Ultimate Geek
+1 received by user: 15


  Reply # 528349 2-Oct-2011 22:55 Send private message

My phone gave up at just over an hour on hold...

That's... really bad.




Toys:  Samsung Galaxy S4 (Telecom), iPad 4, Roku, Apple TV, iPod Touch 4, Dell Inspiron 17R SE, Sony 40CX520, TiVo x2, Snap ADSL.

1872 posts

Uber Geek
+1 received by user: 59


  Reply # 528360 2-Oct-2011 23:42

Yeah been an issue for a wile, it's costing them a lot of customers!




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Uber Geek
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  Reply # 528398 3-Oct-2011 08:38 Send private message

It's not good that they don't answer their phone, but you did post at 10pm on a Sunday night. Try calling inside business hours.




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644 posts

Ultimate Geek
+1 received by user: 5

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  Reply # 528413 3-Oct-2011 09:32 Send private message

They had 2 call centres but the Feb 22nd Quake obliterated one. It's still not been replaced, it was due to go into operation within a week or so and I'm under the impression that the insurance wasn't totally finalized.




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185 posts

Master Geek
+1 received by user: 13


  Reply # 528434 3-Oct-2011 10:30 Send private message

Urggg! If it takes them that long to answer a call regarding a potential new customer - I dread to think how long it might take to answer an question, or worse, solve a problem! Think I'll stick with Vodafone!



324 posts

Ultimate Geek
+1 received by user: 15


  Reply # 528441 3-Oct-2011 10:56 Send private message

timmmay: It's not good that they don't answer their phone, but you did post at 10pm on a Sunday night. Try calling inside business hours.


Yes, but I did try at 6pm also.
They advertise their call centre as being open 24/7.  I eventually got through at 2am after a 10 minute wait.




Toys:  Samsung Galaxy S4 (Telecom), iPad 4, Roku, Apple TV, iPod Touch 4, Dell Inspiron 17R SE, Sony 40CX520, TiVo x2, Snap ADSL.

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Uber Geek
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  Reply # 528484 3-Oct-2011 12:42

Hi, at 12:42 pm on a Monday I called and it took 25 seconds for them to answer... Not bad.




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  Reply # 528795 4-Oct-2011 04:00 Send private message

I hear they've just been hiring to beef up the call centre numbers - a few dozen extra staff should help a lot. One thing to note if you call out of hours though is that there are far fewer people on shift, and the escalation channels for single customer issues aren't available till the morning. So if it's something complicated it might be better to leave it till the morning.




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These comments are my own and do not represent the opinions of 2degrees.

103 posts

Master Geek
+1 received by user: 2


  Reply # 528998 4-Oct-2011 12:55 Send private message

Their support during daylight hours is good but outside of that it's awful, I waited over an hour (again no indication of wait time or queue length) until I just gave up. Other than that, I have to say I've found 2degrees very good and my phone bill is half what it used to be.

169 posts

Master Geek
+1 received by user: 2


  Reply # 533546 14-Oct-2011 23:16 Send private message

I wouldn't say it's good during business hours either. Even simple inquiries need to be escalated... And you dont hear back for a few days... 2 Degrees really need to improve the helpdesks as fast as they can. Wait times, untrue information, more specialist staff. Etc etc the list goes on.  Once this improves and the coverage they will be an awesome company.



324 posts

Ultimate Geek
+1 received by user: 15


  Reply # 533793 15-Oct-2011 18:49 Send private message

I might add that I sent an email the next day (almost 2 weeks ago) politely complaining about my bad experience, and I have received no reply.




Toys:  Samsung Galaxy S4 (Telecom), iPad 4, Roku, Apple TV, iPod Touch 4, Dell Inspiron 17R SE, Sony 40CX520, TiVo x2, Snap ADSL.

644 posts

Ultimate Geek
+1 received by user: 5

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  Reply # 533801 15-Oct-2011 19:00 Send private message

Who did you email. If you used the CEO or POB's email address you get a reply within 2 days




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978 posts

Ultimate Geek
+1 received by user: 21


  Reply # 533821 15-Oct-2011 20:16 Send private message

They are doing plenty of advertising looking for more CSR's.

http://www.seek.co.nz/Job/inbound-customer-care-roles-with-2degrees/in/auckland-auckland-central/20809280

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