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Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

Topic # 98456 28-Feb-2012 21:18 Send private message

1.  Google/YouTube
2.  VDSL Price Point
3.  Local, Christchurch based Residential Customer Support team
4.  Follow Up Service
5.  Willingness to work with customer/consultant

Sam and Michelle can take a bow... I know I'm a tough customer on the best of days and you guys really do seem to be up against it with the back up from your wholesale providers.

Why New Zealand Broadband is So Slow and So ExpensiveThe answer is simply "Process". 

My expectation was that we could book a service and you would light it up the minute the existing customer left the building.

I am amazed at just how wrong I was.

People complain about speed, data and cost, but the real road block here is the insane number of poor processes that are in this space.

In dealing with you guys over the past week I really get the impression you're being allowed a bit of carrot but not to much and life is being kept hard to prevent your level of great service from becoming to epidemic.

My favorite aspects of your service were you're willingness to work with me to work with the wholesale levels and just treat me with the highest level of respect.  It was evident to you that I have some level of understanding of the space and some professional skill and you showed you were willing to work with that.

Being able to communicate with the same people during the process was also very helpful.  I also liked the fact that when you didn't know something you just went and found out and didn't try and bluff your way though.

Today I managed to leave a folder with account details in my office that I needed on site.... opps, it happens, but again, you were willing and able to quickly sort out the missing information. 

By the time I left the site at 3pm this afternoon the customer was wrapped, though I suspect they're going to be more impressed when we get their TV doing the YouTube thing.

So thanks guys and good luck pushing to improve processes.

In Christchurch there is an obvious growing importance for us to be able to do moves and changes without needless downtime and delay. 







Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


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647 posts

Ultimate Geek
+1 received by user: 121

Trusted
Snap Internet

  Reply # 588048 28-Feb-2012 21:53 Send private message

Hey Don! Thanks for the awesome feedback, i've just had a look over the account and you are right, Michelle and Sam have done a great job, you can believe that this thread has been passed on to them and the rest of the team!

Please do let us know straight away if you have any issues.

Thanks.




snap!

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^MC Michelle - Technical Lead
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



623 posts

Ultimate Geek
+1 received by user: 11


  Reply # 588181 29-Feb-2012 09:50 Send private message

I am not a vocal person and don't often feel the need to bitch on a forum, however I joined this forum in order to bitch and moan about Orcon and to see what the alternatives at the time were. After a bit of research I decided to go with Snap and haven't been happier.

Sure I could moan about how Snap isn't as competitive as they used to be with pricing and data caps, but then I tell myself that since I have joined in September 2010, I have only had to call the helpdesk twice and the answers I have received have been quick/prompt and without the 30 minute plus wait time I had with Orcon. (not to mention Chch has suffered through some major earthquakes in that time period and my connection was rock solid throughout)

Also, the $5 unlimited night plan makes up for the small data caps - by careful planning I can get by on my 30GB allowance and if I find that I need to download something big or more than I would normally need to, I can activate the unlimited plan and get 60GB - 70GB over the three nights. This is a heck of a lot cheaper than buying more data from any of the other providers.

If I want to spend what I used to with Orcon a month ($100 for $60) I can get my normal monthly cap ($80 for 35GB) and then pay 4x $5 unlimited and get an extra 240 - 280GB -- and at this stage I have never needed to do that.

Keep up the good work Snap  

237 posts

Master Geek


  Reply # 588225 29-Feb-2012 10:51 Send private message

I have also recently signed up with Snap!

Was fully up and running yesterday when I arrived home.

Was a painless process and their support staff have been great.

Looking forward to the year to come with Snap!




this is a slap in the face!

8 posts

Wannabe Geek


  Reply # 588236 29-Feb-2012 11:12 Send private message

I am looking at moving from Orcon to Snap but would like to know if anyone uses them in Invercargill.

105 posts

Master Geek


  Reply # 590877 5-Mar-2012 20:43 Send private message

kiwimustang: I am looking at moving from Orcon to Snap but would like to know if anyone uses them in Invercargill.

PM Ralph if you want one of the guys to give you a call about it :) 

wjw

157 posts

Master Geek


  Reply # 593864 12-Mar-2012 08:18 Send private message

kiwimustang: I am looking at moving from Orcon to Snap but would like to know if anyone uses them in Invercargill.


There are plenty, if you remember the Invercargill ISP SouthNET,  Snap bought them.

24 posts

Geek


  Reply # 594217 12-Mar-2012 16:28 Send private message

kiwimustang: I am looking at moving from Orcon to Snap but would like to know if anyone uses them in Invercargill.


kiwimustang I am with them but at Riverton, really close to Invercargill anyway, Satisfied with Snap so far  speed is good use to be with Telecom but wanted to save costs and not have a phone and just have naked DSL instead. Go with Snap you won't regret it. :) beauty about Snap too is if you go over your data cap it just drops to dialup speed instead of being charged for more data unlike Telecom.

8 posts

Wannabe Geek


  Reply # 594285 12-Mar-2012 18:25 Send private message

That's great to hear. We are in Otatara and the exchange was justupgraded to ADSL+ in Dec. I have been with Orcon for years, and they just aren't value for money anymore.

23 posts

Geek

Subscriber

  Reply # 600514 26-Mar-2012 22:23 Send private message

I hadn't realised Southnet had joined the Snap stable. I started with Southnet in Invercargill over 15 years ago with a 14.4 dial up modem... several provides later I'm in Hamilton with VDSL account with Snap. Customer Service on join up was polite & helpful, but certainly not an easy transition. Still, after several months I'm largely happy with the service, but peak hour speed struggles a bit at times. Look forward to many more months good service

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