I'm trying not to be emotional about this (difficult because the lack of service is driving me up the wall!!!).
My problems started when I decided to upgrade to VDSL. All good, new router arrived by courier the next day and I was impressed - great start. It turns out Chorus could not provision the service due to "network issue" as told to me by the offshore help desk. Then they tried to tell me I had cancelled the installation and wanted to charge me for the router (returned by courier!).
After several hopeless experiences with the offshore help desk I called what I presume is the NZ help desk (Option 2 for new customers) and I did actually talk to one lady who was helpful and did what she said. We agreed to move me from the 30GB plan to the 80GB plan with the same terms & conditions. This worked, thank you Grace!
Then I decided I wanted to move to Unlimited usage. Despite several calls and emails on the "contact Us" link (which go unacknowledged or answered!!!) this has not been actioned. Should be active from today being the 23rd.
I've been an Orcon customer for a long time and in general have found the service delivered to be good. Now I see how hard it is to change anything I'm losing patience. If I can't get this solved promptly I'll change over to Snap and I'm really disappointed that Orcon are so hard to deal with. I'm a customer trying to spend more with them each month and it's this hard!!!!
Not really a sustainable business model - frustrate and alienate your long-term customers until they leave.