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5 posts

Wannabe Geek


Topic # 98663 3-Mar-2012 14:36 Send private message

Hi Folks,

It appears to be a common issue, but I'm having problems getting connected to Slingshot.
I used Slingshot while at Uni, but the extreme wait times to get a connection when I moved cities resulted in a shift to another ISP.

Back in Auckland now and have little faith in the accuracy of my current ISPs data counter so I thought I'd make the shift after seeing the latest Slingshot TV ads.

I initiated talks on Feb 22 - After being on hold for 20 minutes+ I was told by the helpdesk member that since they were so busy they'd have to call me back within the next 48 hours...?!?
I received a Voice Mail the following day, as I was at work...even corporates have situations where they can't answer their personal calls believe it or not.

I called again when I got home, and after listening to a large number of easy lsitening hits I got to speak to someone. They took my details down, reconfirmed everything several times and said goodbye. Excellent.

Feb 28 I get a txt letting me know I'd be connected on the 1'st of March.

Feb 29 I get a txt letting me know I'd be connected on the 05'th of March.

Somewhere between then and March first bill arrives...Yay!

I called to find out what was going on (after being disconnected once and being sent into the void by a helpdesk member).

I was surprised at how quickly the 'new account' option gets answered - offshore from the sounds of things, yet how limited their 'help' is, since I'd signed up but hadn't been connected yet, I was apparently out of their hands...it simply wasn't possible for anyone on that line to confirm my details were correct, or advise as to the reason for a date change.
Apparently confirming that my sign up details were received correctly is 'technical assistance' not new account information...ummm...

So back into the queue I was sent. After several easy lsitening hits went by I spoke to another (apparently local) person who took a bit of time to confirm what was happening. It turns out my Telecom account number (which had been reconfirmed several times) was incorrect and needed to be updated. I internally ground my teeth, but since she'd had nothing to do with the initial call reconfirmed the number (The last digit hadn't made it).
She also confirmed I'd been overcharged $5 - for an antivirus service I didn't want or need, or indeed ask for.

She updated the details and advised that a new connection date would be provided.

02 March 3.38pm - I get a txt letting me know I'd be connected on March 6

02 March 3.39pm - I get a txt letting me know I'd be connected on March 7 ?!?!?

Called Helpdesk at 9.20pm no answer - I guess it is Friday after all - Interestingly the initial IVR greeting mentioned leaving my details for a callback...though this could only be done later.

Why isn't this standard, and why isn't this an IVR option from the get go? Every. Single. Time. I've called over the past 2 weeks whether it was early in the morning, during the afternoon, early evening or last thing at night I've been getting the same 'High Call volume - unexpected - 10+ minute wait' - I'd suggest looking at staffing levels, but that's a separate issue.

03 March 1.20am - I get an email reminding me to pay my bill... I'm not impressed at this point, both dog and wife look at me with apparent concern for both my blood pressure, cardiac health and more importantly what would the neighbours think of the language being used!

I've just got off the phone with the helpdesk again (over 30 minutes of waiting) where they confirmed that everything appears correct but can't explain the change of date, or how accurate the latest date actually is.

I'm pleased to see that the billing system works efficiently, but I really do need to know if I'm going to get service connected with Slingshot or if I should quit in anger and remain with the large corporate provider I currently use. (Whose data counting seems dodgy at best and is the main reason for me looking to shift).

Could anyone at Slingshot fill me in on what's going on? I've spent well over 4 hours on hold (sometimes giving up and swearing in frustration) over the last week with no results.

The new account helpdesk in particular needs some looking into I think, having worked in a call centre at the beginning of my career I have a number of points I'd be happy to discuss with someone at Slingshot if you should like some ideas on how to improve both customer satisfaction and sales.

PS - I use the internet for both work and study - so if it seems like there's going to be major issues which could result in no internet at all I'd rather be told so we can part on a no harm no foul basis.

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1893 posts

Uber Geek
+1 received by user: 283

Subscriber

  Reply # 589879 3-Mar-2012 16:00 Send private message

So you used to be with Slingshot, they gave you bad service so you changed and then you went back and they gave you bad service again...
If you went to a restaurant and the service was bad you wouldn't go back right?

Need I say more?

1141 posts

Uber Geek
+1 received by user: 69


  Reply # 589904 3-Mar-2012 16:42 Send private message

chevrolux: So you used to be with Slingshot, they gave you bad service so you changed and then you went back and they gave you bad service again...
If you went to a restaurant and the service was bad you wouldn't go back right?

Need I say more?


I heard nothing but bad news about Slingshot and their customer service yet I joined anyway to find myself talking to Kiwi people that knew exactly what they were talking about and getting things sorted in a timely manner.  As well as a rock solid internet connection that never slowed down with unlimited data.  Yet the service seems to change from person to person quite drastically.

And if I went to a restaurant, received bad service, I would go back again.  Because sometimes it just depends who is on duty.

As for staffing, I believe Slingshot intake new staff every month.  I could be wrong though.





Sometimes what you don't get it a blessing in disguise!



5 posts

Wannabe Geek


  Reply # 589926 3-Mar-2012 17:14 Send private message

I was last with them ~6 years ago, and in Dunedin. The connection was fine when i had it. The problem was when I shifted to Wellington it took aaages. So we went with Telstra Clear (Who in Wellington were awesome).

Back in Auckland now, currently with Telecom, saw the $60 ads on TV and figured I'd try them again.

I suspect like most people, if I can actually get a connection (and then maintain a stable one) there's relatively little I'll need to contact the company for in future.

So open offer - anyone care to offer me a stable internet connection with a reasonable data allowance at a reasonable price?

Telecom's data counting seems to be very peculiar to me, I noticed other people had similar issues. Personally I'm not interested in logging my data usage for 3 months and then trying to make a case for it. I'd rather just pay money to someone else.

Now if only Slingshot would hook me up...

1375 posts

Uber Geek
+1 received by user: 6


  Reply # 589929 3-Mar-2012 17:22 Send private message

My flat is getting slingshot connected this monday coming, if there are any hitches or problems, I will fall on them like a brick "insert word here" house.




gz ftw

366 posts

Ultimate Geek
+1 received by user: 9

Trusted

  Reply # 590161 4-Mar-2012 13:13 Send private message

Hi Avesh

Can you please PM me your account number and Ill hand it onto someone who really knows what to do I'll make sure they look after you.

Sending from home so I might not get your message until later this afternoon.

Kind Regards
Bevin




---------------------------------------------------------------
Nebukadnessar
ISP: Slingshot (250gb Rollover) - Better Network
Speed: 17/2 xDSL AnnexM - Cisco 877

Boinc Stats



5 posts

Wannabe Geek


  Reply # 590201 4-Mar-2012 15:51 Send private message

Thanks for the response Bevin,

I've sent you a PM.

Any help would be appreciated.

Avesh.



5 posts

Wannabe Geek


  Reply # 591710 7-Mar-2012 13:22 Send private message

Well I've got a text saying we're connected. Good work so far thanks Bevin.

The thing now will be using it when I get home tonight. Here's hoping.

I'll hopefully have a positive update for you tonight.

Avesh.



5 posts

Wannabe Geek


  Reply # 591982 7-Mar-2012 21:04 Send private message

I've got home and connected up. (A day early- Go Bevin!)

Initial results are very encouraging

Telecom - http://www.speedtest.net/result/1814168174.png

Slingshot - http://www.speedtest.net/result/1818417295.png

I'll obviously keep an eye on it, but almost 3 times faster than what I was getting is certainly very welcome. (I managed to update my PS3 via wifi in record time - though of course I have no idea as to how large this most recent update was).


So thanks very much Bevin, I'm certainly much happier now than I was last week!

Regards,

-Avesh.

366 posts

Ultimate Geek
+1 received by user: 9

Trusted

  Reply # 592208 8-Mar-2012 10:56 Send private message

Hi

Thanks for your feedback I got Joe for the helpdesk to Credit your account the details are as in the PM I sent you.
Very interesting to see that your speedtests are better then telecoms. looks like Telecom have backhaul issues LOL

Thanks
Bevin




---------------------------------------------------------------
Nebukadnessar
ISP: Slingshot (250gb Rollover) - Better Network
Speed: 17/2 xDSL AnnexM - Cisco 877

Boinc Stats

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