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31 posts

Geek


Topic # 138888 20-Jan-2014 21:37 Send private message

My god - the issues with Orcon help desk just get worse. besides the hassles lately over blocking a number, I've been having an ongoing issue with Genius and all the help desk do is give me the run around (about 20 days now and still not resolved)

Without re-iterating the entire hassle I've had, it boils down now (after a nightmare) to a dispute over $70 on my account.   After hours of multiple phone calls, runarounds, earfuls, and stress Orcon agreed to credit my account in the next few days.  

A week passed - I called up again as no credit appeared. 15 minutes on hold before I get someone.  "Marcus" said he needed to call me back to find out why it had not happened, but from what he was saying it sounded liked nothing had been done (unsuprisingly).  I told him that I've been told 2 or 3 times I will get callbacks and no one ever does, and it really pisses me off.  he fully assured me he is the supervisor and he will definitely call me back.  12 hours later I'm calling Orcon again and I'm on hold again. No surprises there.  Oh look 18 mins on hold right now.

Technically i like Orcon (not genius! haha), but the help desk just frustrates me no end.  I'd hate to be a non-technical person and phoning them.  Twice now two 'higher' CSR's have promised to call.  Nothing...nadda.

Why can't Orcon sort them out?  FireEngine - can you help again?  It's just bloody ridiculous dealing with the 0800 number.

The Helpdesk represent Orcon. They don't put across a good impression and the customer service is appalling. 


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942 posts

Ultimate Geek
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Orcon

  Reply # 970327 20-Jan-2014 21:42 Send private message

Sure, pm me the ticket number the dispute is under if you have it? Else remind me via pm of your account number and I'll take a look.

Edit: No need, I still have your account number :-)




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help



31 posts

Geek


  Reply # 970334 20-Jan-2014 21:54 Send private message

FireEngine: Sure, pm me the ticket number the dispute is under if you have it? Else remind me via pm of your account number and I'll take a look.

Edit: No need, I still have your account number :-)


Just sent a ticket number anyway :)

Also who sends out the "survey's"?
I never got one in all the calls,and the only one I ever got was when you helped me last time.

The CSR I just dealt with (when I finally got through and I showed him the short end of the stick) said they are not sent out automatically.   I'm wondering if it's a case of picking and choosing which customers they send to?



942 posts

Ultimate Geek
+1 received by user: 151

Trusted
Orcon

  Reply # 970335 20-Jan-2014 22:04 Send private message

The surveys are sent out on an automatic set of criteria, random sample plus not sending too many to any individual as per commcomm guidelines I believe. 




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help

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