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70 posts

Master Geek


Topic # 87990 12-Aug-2011 12:17 Send private message

Yes, I've had major problems with Genius! since I got it on the 1st August, and the only way I got any half-decent help and advice was to send a fax through for the attention of Scott Bartlett on 0800 19 99 99, then I got an indepth reply by email within 12 hours from someone who has the title of - - wait for it - - Customer Experience Specialist.  I did say in the fax that I was going to post the letter in to Scott Bartlett as well.

They addressed all of my issues, not necessarily resolving them as it looks like fixes for the call waiting, the voicemail not going to email (or not playing properly) will be a while off.

They also advised that you can only have an external hard drive connected as a server that is up to 100GB and must be formatted FAT32... not great when it didn't say that anywhere and I went out and purchased a 1TB one for $124 at the weekend!

They also say there is an issue that other carriers are unable to reach people on the Genius system and that this is currently under investigation there are issues with other carriers not recognising the network.  This will be resolved as soon as possible - but I actually advised THEM of what the problem was on 2nd August, and how to fix it too - they need to escalate the issue to Telecom IMMEDIATELY someone complains, because it is Telecom treating the port request incorrectly. 

The rest of the email to me said...

"I do apologise for every inconvenience this has caused and appreciate your frustration.  Orcon did not expect such a phenonomal reaction to the Genius product and all aspects of this service are overwhelmed with the demand.  Contacting the Helpdesk is difficult at this time, we are preparing for more staff to cut down on the wait time on the phone.  Our calls and emails are being responded to as quickly and professionally as possible, you continued patience is appreciated.

We do value your long time custom, this experience is not something we would like our customers to have to go through, I hope you decide to stay with Orcon and give us another chance.

I hope this email is satisfactory, if there is anything else you would like to discuss, please call the Helpdesk where myself or colleagues will be more than happy to help."

I am hoping that we will all receive a credit to our account because, so far, the Genius! is not particularly Genius! at all.

[Moderator edit (MF): removed employee name]
 

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xpd

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  Reply # 505457 12-Aug-2011 12:30 Send private message

You can still use a 1TB drive with FAT32 - I made 2 partitions on mine, 1 NTFS for all my photos etc and the other as FAT32 using this : http://download.cnet.com/CompuApps-SwissKnife-V3/3000-2248_4-10070864.html

I havent tried my drive on my Genius unit yet (been busy) and all my other devices which require FAT32 drives (DVBS PVR etc) have seen and used it quite happily.




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Master Geek


  Reply # 505466 12-Aug-2011 12:42 Send private message

Hi, mine was formatted FAT32 anyway, and I still could not get it to work through Genius! - not without partitions anyway.

So maybe I will try partition it first and then try hooking it up again through Genius!

Thanks for the advice Smile   

93 posts

Master Geek


  Reply # 505474 12-Aug-2011 12:58 Send private message

My 500gig drive is formatted Fat32 (for ease of use across platforms) with no partitions... The only limitation is it won't accept file sizes of more than 4 gigs or thereabouts. I'm really hoping that it will work with the Genius so I can turn off the old PC used as a file server. Will try it when Genius arrives and report back :)



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Master Geek


  Reply # 505477 12-Aug-2011 13:06 Send private message

Good luck, Splatty, and yes, it will be good to hear if you get it working.


This bit, copied and pasted from the email I got back from Orcon still says there's a 100GB limit...


   4)  Using Genius as an external harddrive - the format required is FAT32 with a limit of 100GB


...so, here's hoping, eh. 

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Master Geek


  Reply # 505511 12-Aug-2011 13:56 Send private message

In the day and age of terrabyte storgae devices 100 gigs is pretty low, I wonder why there's a limit on attached storage space?  Oh well the Courier co say that my Genius is with them (or at least a parcel to collect) so I'll find out when I collect it and get home later on today.

Ben

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  Reply # 505585 12-Aug-2011 15:02 Send private message

Turns out Orcon were "on top of" your problem before you sent your fax. Or so they say. http://twitter.com/#!/Orcon/status/101849841273028608

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  Reply # 505587 12-Aug-2011 15:11 Send private message

cyberbuddha:
They addressed all of my issues, not necessarily resolving them as it looks like fixes for the call waiting, the voice-mail not going to email (or not playing properly) will be a while off.


Really - How come ?


[Mod (N8): Fixed up quote]




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

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  Reply # 505590 12-Aug-2011 15:15 Send private message

There's no decent reason for these devices to not support RW access to NTFS volumes these days..



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Master Geek


  Reply # 505593 12-Aug-2011 15:18 Send private message

Is the 'really, how come' enquiring as to how they haven't fixed my problems, or asking why Orcon are still having problems with these things?

And yes, 100GB is terribly low.

And with regard to the voicemail not making it to email...  here are the emails back and forth, with my email address taken out, sent yesterday...
Hello,

Try using VLC media player. You can find a free download via Google.

Thanks for contacting us.

The Team@Orcon

Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414).


11/08/2011 10:47 - Beccy Jones - Orcon wrote:
Hi there,

I am wondering if you can tell me how on earth to play this test message I
left myself.  When I try to play it in ANY media player at all, it comes out
at around 74 minutes of white noise!

Best wishes,

Beccy

-----Original Message-----
From: Orcon Voicemail Robot [mailto:[email protected]]
Sent: Thursday, 11 August 2011 9:30 a.m.
To:
Subject: New Voicemail from (calling number here)
Hello There,

You were just left a 0:05 long message in mailbox (my phone number here) from (calling number here),
on Thursday, 11 August 2011 at 09:30:17 AM, so you might want to check it
when you get a chance.  Thanks!

--The Orcon Voicemail Robot.


...then when I download VLC player, guess what, it doesn't play it either! 

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  Reply # 505598 12-Aug-2011 15:23 Send private message

was interested if they actually told you that the issues are a while off being resolved and did this apply to both the email and call waiting you and others are reporting ?





Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications



70 posts

Master Geek


  Reply # 505601 12-Aug-2011 15:29 Send private message

Ok, this is the full email reply I received, with the employee's name taken out (as I noted that I was not supposed to leave it in from my first post)

Hi Rebecca,

I am emailing you behalf of Scott regarding a fax we received requesting answers to some issues you have been having with the Genius product you have recently signed up for.

My colleague tried to reach you by phone twice yesterday but unfortunately was unable to make contact and left Voice Messages.

There are notes on the account to help you with your inquiries should you ring the Helpdesk and I have sent this email which will hopefully be helpful.

1) Email Voicemail messages on Genius - this is under investigation but it is still possible to access voice messages by dialing 789.

2) Call waiting interferes with ongoing calls, this is a known issue and is being investigated.

3) Phone manual - this was not in print at the time of the launch but is now available by following this link:
http://www.orcon.net.nz/images/uploads/image/images/Handset%20set%20up%20guide.pdf

4) Using Genius as an external harddrive - the format required is FAT32 with a limit of 100GB

5) Rajesh Patel is not involved with the Helpdesk and would not be able to offer assistance.

6) National calling - there is a request in place to have this added as soon as possible.

7) Other carriers unable to reach you on the Genius system. This is currently under investigation there are issues with other carriers not recognising the network. This will be resolved as soon as possible.

I do apologise for every inconvenience this has caused and appreciate your frustration. Orcon did not expect such a phenonomal reaction to the Genius product and all aspects of this service are overwhelmed with the demand. Contacting the Helpdesk is difficult at this time, we are preparing for more staff to cut down on the wait time on the phone. Our calls and emails are being responded to as quickly and professionally as possible, you continued patience is appreciated.

We do value your long time custom, this experience is not something we would like our customers to have to go through, I hope you decide to stay with Orcon and give us another chance.

I hope this email is satisfactory, if there is anything else you would like to discuss, please call the Helpdesk where myself or colleagues will be more than happy to help.

Regards

[Orcon employee name here]
Customer Experience Specialist

Thanks for contacting us.

The Team@Orcon

Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414).

...and this was the fax I sent them...

U R G E N T
TO: Scott Bartlett
FAX: 0800 19 99 99
FROM: (my name and number
TEL: and mobile number here)
PAGES: 2

11th August 2011

Dear Mr Bartlett,

My account number: (deleted)

Please could you contact me regarding my overdue invoice (ORCON-82322##). I have been overcharged as I switched over to Genius! on 1st August, and the advanced billing is for my old service.

Sending through a request for support through the Orcon website has got me nowhere, neither has holding on the phone for ages, nor has leaving messages for a call back.

Of course, I would love to pay Orcon for the services you have provided, but can I at least be given a revised amount?

Whilst I am faxing, can you also please look at the following:

1) Why voicemail on my Genius! does not always make it through to my email ? today is the first and only one I have had come through to email despite doing several tests myself.
2) Why the tone for ?call waiting? totally obliterates any ongoing call.
3) Why the phone manual does not come with the Genius!
4) Why the Genius! will not allow me to set up my external hard drive as a file server.
5) Why Rajesh Patel [[email protected]] always deletes his ticket request emails without them even being read (refer to Not read: [Ticket#160888] Re: Genius! Order No. 341746 - Your message was deleted without being read on 8/3/2011 1:50 PM. and others!)
6) Why it appears that National calling has not been set up on my account, despite my requesting it several times.
7) Why I was left to sort out a problem where only people from the Vodafone and Telecom networks could contact me on my Genius! by myself, with the assistance of someone from an outside agency (The Telecommunications Carriers? Forum) who had to put through a request to Telecom to sort it out because your technical support didn?t recognise or realise the problem and had obviously not escalated the issue to them themselves, despite me spending nearly a half day on the phone to Orcon trying to resolve the issue.

I would be most grateful if you could get back to me expediently... some of these issues have been outstanding since 1st August!

With a few exceptions, like the level of customer service that your Hamish Watkins provides, I am really dissatisfied with the way things are being handled at the moment. I had issues when I transferred my Orcon account to this address in April of this year too.

I have been a customer with Orcon for a very long time, and have noticed a steady decline in your customer services and technical support, so please can you pass on your praise in recognition for this one gentleman?s kind assistance in trying to resolve some of these issues.

I will be posting this to you, also.

Kindest regards,

(my name and address here)

Email: (my email address here)

P.S. Please do not reply by fax, as I am faxing from a friend?s fax.



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Master Geek


  Reply # 505603 12-Aug-2011 15:30 Send private message

Ben: Turns out Orcon were "on top of" your problem before you sent your fax. Or so they say. http://twitter.com/#!/Orcon/status/101849841273028608



If only they were, eh... then all these people still wouldn't be having problems, would they! ;o)   

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  Reply # 505655 12-Aug-2011 17:46 Send private message

Cheers for passing that on... hopefully they wont be to long getting this sorted for you...




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications



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Master Geek


  Reply # 555718 9-Dec-2011 00:12 Send private message

An update, here is the latest fax I sent last night to Scott Bartlett... they were on top of it back in August... hmm... yeah, right!!!

U R G E N T

TO:             Scott Bartlett

FAX:           0800 19 99 99

FROM:       Rebecca Jones

TEL:            [REMOVED] / [REMOVED]

PAGES:       15

 

8th December 2011

 

Dear Mr Bartlett,

 

My account number: [REMOVED] – Complaint now made to TDR

 

I am faxing  you again because, as you will see from the copied and pasted fax below that I sent you on 11th August 2011, some issues STILL remain unresolved with regard to my Orcon Genius DESPITE numerous tickets being sent through (which are then cancelled by your team before the issue has been resolved) and numerous telephone calls to yourselves.

 The service I have received since I switched over to Genius from my regular Orcon service on 1st August has been nothing short of appalling.

 You will also see below that I have copied and pasted most of the interactions that I have had via your Facebook page – this shows how long some of the issues have remained unresolved for too.  And, obviously because I have complained too much on your Facebook page I am now not able to post/comment on it!

 I have this evening contacted the Telecommunications Disputes Resolutions because I don’t think Orcon and myself are able to resolve these issues satisfactorily between us, do you?  Not when it is Orcon that needs to fix the service because I don’t have any control over that.

 I wish that I had NOT switched to Genius on a 2 year contract.  I have been with you for over 4 years over several house moves (always had the same number).  Things have just got steadily worse.

 Regards,

 Rebecca Jones

 HERE IS A COPY & PASTE OF THE ORIGINAL FAX I SENT YOU

 11th August 2011

 Dear Mr Bartlett,

 My account number: [REMOVED]

 Please could you contact me regarding my overdue invoice (ORCON-8232271).  I have been overcharged as I switched over to Genius! on 1st August, and the advanced billing is for my old service.

 Sending through a request for support through the Orcon website has got me nowhere, neither has holding on the phone for ages, nor has leaving messages for a call back.

 Of course, I would love to pay Orcon for the services you have provided, but can I at least be given a revised amount?

 Whilst I am faxing, can you also please look at the following:

 1)        Why voicemail on my Genius! does not always make it through to my email – today is the first and only one I have had come through to email despite doing several tests myself.

2)        Why the tone for ‘call waiting’ totally obliterates any ongoing call.

3)        Why the phone manual does not come with the Genius!

4)        Why the Genius! will not allow me to set up my external hard drive as a file server.

5)        Why Rajesh Patel [REMOVED] always deletes his ticket request emails without them even being read (refer to Not read: [Ticket#160888] Re: Genius! Order No. 341746 - Your message was deleted without being read on 8/3/2011 1:50 PM. and others!)

6)        Why it appears that National calling has not been set up on my account, despite my requesting it several times.

7)        Why I was left to sort out a problem where only people from the Vodafone and Telecom networks could contact me on my Genius! by myself, with the assistance of someone from an outside agency (The Telecommunications Carriers’ Forum) who had to put through a request to Telecom to sort it out because your technical support didn’t recognise or realise the problem and had obviously not escalated the issue to them themselves, despite me spending nearly a half day on the phone to Orcon trying to resolve the issue.

 I would be most grateful if you could get back to me expediently... some of these issues have been outstanding since 1st August!

 With a few exceptions, like the level of customer service that your Hamish Watkins provides, I am really dissatisfied with the way things are being handled at the moment.  I had issues when I transferred my Orcon account to this address in April of this year too.

 I have been a customer with Orcon for a very long time, and have noticed a steady decline in your customer services and technical support, so please can you pass on your praise in recognition for this one gentleman’s kind assistance in trying to resolve some of these issues.

 I will be posting this to you, also.

 Kindest regards,

 Rebecca Jones

[ADDRESS REMOVED] 

Email: [REMOVED]

 P.S.  Please do not reply by fax, as I am faxing from a friend’s fax.

 HERE IS A COPY & PASTE OF THE FACEBOOK COMMENTS (ORCON OBVIOUSLY DECIDED TO DELETE SOME OF THEM, BUT I DO HAVE SOME OF THE EMAIL COMPLAINTS I MADE TO [email protected] STILL UNRESOLVED (I POST ON FACEBOOK AS KAYLA BEE, BUT MY NAME IS REBECCA JONES)

 OrconFriend activity

 Internet/Software.

Friend activity.

Kayla Bee

 ‎Orcon, very big of you. You block me so that I can't post to your Facebook page anymore because of my incessant complaints. If you fixed the issues without closing tickets beforehand, then I would not have to complain. This is shocking service. Tomorrow I am faxing and writing to your CEO, TDR and will contact the reporter who ran the last article in The New Zealand Herald. This service is shocking.

Like • • Share • 4 hours ago

Kayla BeeOrcon

 ‎@Orcon, please can you explain why there is STILL intermittent delays on emails being sent and received for the past 48 hours???

1 • 11 hours ago •

Kayla Bee commented on her own Post on Orcon's Wall.

Kayla Bee

How much do you charge if we want to buy out of our contract with you? User name beccyjones Thank you...

Tuesday at 16:38.

Orcon Hi Kayla, sorry about that, one of our guys will respond shortly.

Tuesday at 16:43.

Orcon Hi Kayla, as you are in a 24 month contract, the termination charges are $199.

Tuesday at 17:07.

Kayla Bee commented on Slingshot's status: "Hi, Slingshot, no, don't worry just yet, because if I switch I probably need to wait till a time when I won't be bothered if the phone/internet dies for a little while whilst it gets switched. I am in a new 2 year contract with Orcon at the moment, but because of their failings in resolving issues I've had with them for over three months, I am seriously considering switching from them (after being with them 7 years) and just buying myself OUT of the contract. I don't care if it costs me $200 early termination fee. Besides, I was with Slingshot prior to moving to Orcon, though not at this address. With regards to how I use the internet, well I have never reached my 30gb allowance, but occasionally I did go over 10gb. But I like a good reliable service with a good speed, with GOOD customer services and technical support. And I must admit, when I was dealing with you just recently with regard to my son's Slingshot problem, you were more than helpful! My son's just switched to you from Orcon, and he is very happy now it is all up and running. If you look at my son's account (user name is zingyzangy) you will find my email address. You can always email me about what you think is the best way to go."

Kayla Bee hi just an enquiry, if i have Orcon genius at home (and therefore no active phone line as such), how much would it cost me to switch to slingshot?

Tuesday at 08:45 • Like.

Slingshot Hi Kayla Bee, there is no connection fee when transferring services from another provider. Thanks

Tuesday at 09:13 • Unlike • 1.

Kayla Bee ‎Slingshot, would that still apply even though I have Orcon Genius, so technically there's no active phone line though?

Tuesday at 11:14 • Like.

Slingshot Hey Kayla, would you like one of the team to give you quick call and chat through your options. We would need to see if you are in a contract and understand how you use the internet etc to see what the best solution is just for you.

Tuesday at 11:37 • Like.

Kayla Bee Hi, Slingshot, no, don't worry just yet, because if I switch I probably need to wait till a time when I won't be bothered if the phone/internet dies for a little while whilst it gets switched. I am in a new 2 year contract with Orcon at the moment, but because of their failings in resolving issues I've had with them for over three months, I am seriously considering switching from them (after being with them 7 years) and just buying myself OUT of the contract. I don't care if it costs me $200 early termination fee. Besides, I was with Slingshot prior to moving to Orcon, though not at this address. With regards to how I use the internet, well I have never reached my 30gb allowance, but occasionally I did go over 10gb. But I like a good reliable service with a good speed, with GOOD customer services and technical support. And I must admit, when I was dealing with you just recently with regard to my son's Slingshot problem, you were more than helpful! My son's just switched to you from Orcon, and he is very happy now it is all up and running. If you look at my son's account (user name is zingyzangy) you will find my email address. You can always email me about what you think is the best way to go.

Tuesday at 12:15 • Like.

Kayla Bee likes Jacqui Christison's Post on Orcon's Wall.

Jacqui Christison

I've been an Orcon customer for 5 years and used to think they were great. However, two months ago I went on their so called "Genius" service and the wheels have fallen completely off. My daughter can't phone me and it seems that Orcon cant answer the phone when I call them about it. When I finally get through to their tech support people all they can tell me is that its a complicated issue (duh!) and they can't tell me when it will get fixed - they can't even be bothered to call me back most of the time. Their latest solution - I pay more, I get less and go back to the old service. Orcon's failure in both technical support and customer service has turned me from being an advocate to a very disgruntled (and extremely frustrated) customer - Extraordinary broadband - Yea Right!, extraordinarily bad is the best I can say for it..

Monday at 00:02 • .

Kayla BeeOrcon

Hi, any Orcon customers having problems receiving their emails through Outlook at the moment? Just to let you know it IS a known fault, has been reported by a few to Orcon (including me about 2 hours ago). If you check via webmail, you will see your emails there. Not exactly convenient, but at least you will be able to get them one way or another. Orcon, if only the status on the Orcon website got updated more frequently when there is a known issue, it would save lots of other people having to busy your lines with the same issue! A suggestion would be a link to report 'I am having the same issue' next to a known issue on the website - that way you could track who was having the same problems, and where they were based, to see if it was an isolated case or not.

2 • 4 December at 21:09 •

Orcon Hi Kayla, thanks for your feedback, I'll definately discuss this with our team on Monday.

4 December at 22:21 • 1.

Orcon Awesome to hear that it's all sorted!

Monday at 08:37 • 1.

Kayla Bee likes Jono Morgan's Post on Orcon's Wall.

Jono Morgan

Hey fellow orcon users. I highly recommend changing telcos as it seems orcon is quite intent on taking money for a service that is no way up to scratch. And then they ignore you. Then they stick you through to tech support which don't answer their phones. If anyone at the company i worked for did that they'd be fired. But apparently orcon just doesn't care...

29 November at 01:09 • .

Kayla Bee likes Mark Inman's Post on Orcon's Wall.

Mark Inman

‎28 mins on hold to CS and counting - how long is reasonable?...and how many times should I listen to a bad rendition of Toto's Africa?..

28 November at 20:55 • .

Orcon Hi Kayla, That voicemail issue affects a very large percentage of genius customers, we are actively working on it but have as of yet been unable to come up with a resoultion, hopefully we'll find something soon.

27 November at 19:48.

Kayla Bee commented on Joanna O'Connor's Post on Orcon's Wall.

Joanna O'Connor

I can't access my webmail/download emails to outlook/iphone... is anyone else having this problem :( ..

25 November at 17:31 • .

Kayla Bee commented on Jen Navarro Martinez's Post on Orcon's Wall: "Hey Jen, that's a brilliant idea - go into Head Office... I might do that and then they MAY just manage to fix my complaint about voicemail which I've been telling them about, repeatedly, for THREE MONTHS. It was escalated to Tier 2 about a week ago, and it's STILL NOT FIXED."

Kayla Bee commented on her own Post on Orcon's Wall.

Kayla Bee

Why am I getting delays on some emails for up to 14 HOURS (last one was sent last night around 6pm and was received around 9.30am this morning!)? Is there a known fault that hasn't been posted on your website yet? This has been happening for a while...

22 November at 20:14.

Orcon There are no known faults that I am aware of

22 November at 09:51.

Orcon I suggest contact the helpdesk with this information

22 November at 10:11.

Orcon Hey Kayla, also looks like Telecom was having some issues with email recently, may have been something to do with that, still best to check with support though.

22 November at 18:51.

Orcon http://www.stuff.co.nz/technology/6011302/Telecom-affected-by-technical-glitches

22 November at 18:52.

Kayla Bee likes Wade Andrew Gausden's Post on Orcon's Wall.

Wade Andrew Gausden

Hi Orcon, Unfortunately I have bitten the bullet and left. You guys have superb uptime, and the BB speeds have been absolutely fine. But things will always go wrong, there will always be a fault in the 3 or so years that I have been with you and that's cool. But your customer service is atrocious. A few years ago you guys were having issues with international bandwidth and I called up to see what the issue was and my call was answered near immediately, and that was with a nationwide fault. Now with an isolated fault or even a billing enquiry, I can expect 15 minutes minimum. I chose my next ISP by simply calling their support line at different times per day over several ISP's and seeing the wait time. Yes their are worse wait times then yours, but one in particular I never waited over 4 minutes. If you ever want to keep customers, you really need to massively improve the wait times. ..

22 November at 09:47 • .

Kayla Bee commented on Thomas Brockwell-Parker's Post on Orcon's Wall: "I take it my son cancelled the account then?"

Thomas Brockwell-Parker

Anyone else getting seemingly large readings on their bandwidth usage reports lately?..

14 November at 00:41 • .

Orcon Hi all - if you are having issues with the usage meter please give the team a ring on 0800 13 14 15.

21 October at 09:26.

Thomas Brockwell-Parker I did, the response I got was something along the lines of "The usage meter only records data from your house, it can't be wrong, but we'll produce a report of what the data was used on for you."

21 October at 14:31.

Thomas Brockwell-Parker Also whilst you're at it, can you explain to me why you banned my friend Josh Purcell from your page, despite the fact he is still a paying customer?

21 October at 15:25.

Orcon Hi Thomas, the only account I can find with Josh's name on it he is not the account holder, the actual account holder is cancelling the account.

21 October at 15:32.

Orcon Regarding your usage meter issue I apologize that your query wasn't resolved, if you suspect the usage meter is wrong it can be best to either A) Usage free network monitoring software or B) try disconnecting the modem for a period of time and see if the usage meter picks up the disconnection.

21 October at 15:34.

Thomas Brockwell-Parker But as they are still within their month of paid usage, and their account is yet to have been fully cancelled, they are still your customers, correct?

Regardless, it's a bad show of customer service if you go around banning people the second they stop using your service.

I have been using network monitoring software, which I mentioned in my call to your support people. The person I spoke to basically said they could do nothing other than produce a report for me on what the data was used for.

21 October at 15:36.

 Orcon Hi Thomas, if you email me your details I can get one of the helpdesks senior agents to give you a call regarding the usage meter. [email protected]

21 October at 15:42 • 1.

Kayla Bee commented on Orcon's status: "@Ian . . It's helpful for people outside of the area to know when another area has no phone service and email too. But i guess what you may mean is that maybe not everyone has a smartphone. But still good on Orcon for posting it here."

Orcon Hi Kayla, please contact the team with the reference number for the original fault and we will follow up

2 November at 11:30.

Kayla Bee commented on Orcon's link: "i thought people had static ip addresses anyway, so surely it would not be that hard to find people who were downloading unless they were cloaking."

1 November at 20:12.

Orcon ‎@vince @jamie not sure if they pay up front. We imagine they are good for it. As for verifying, we have a system, and then pass the notice on (same as all ISPs) and then people can challenge from there. @kayla our IPs are (at the moment) fixed rather than static. But we know what customer is using what IP at what time.

1 November at 20:19.

Kayla Bee commented on her own Post from 6 October 2011 on Orcon's Wall.

Kayla Bee

Still getting intermittent voicemail to email, and when it does come through it's still not playable, also random numbers appearing in my call log which either have not called me, or I have not called? Any ideas as to why this is happening, and when a fix will be available? This has been since I got Genius on 2nd August. Also, it would have been great if I had've known in advance we were only getting a G modem/router, especially as I have been using an N for ages......

6 October at 14:13.

Orcon Hi Beccy, thanks for your questions. Couple of things - what default media player are you using? Personally I have used WMP, iTunes and VLC (and all work) - try switching your default to see if that makes a difference. Also, it's a wireless N router... And, you have to use the Genius modem with the Genius service I'm afraid. We think it looks slick :)

6 October at 13:09.

Orcon I see that you've had a fault lodged for the voicemail issues, I'll have our Tier 2 team investigate this again ASAP for you.

Sorry for the confusion, the Genius device is definitely wireless N.

With the external HD, this isn't really something we fully support but if you partition the drive to a lesser amount it should work with Genius.

Really sorry for all the troubles - really do appreciate your patience in getting this sorted.

7 October at 09:55 • 1.

Orcon ‎@kayla We'll update the page with maps and roll out schedule just as soon as we have the information ...

4 October at 12:30.

Kayla Bee commented on her own Post from 30 September 2011 on Orcon's Wall.

Kayla Bee

One of my friends is trying to sign up today, before your deal ends, and she can't get through! ..

30 September at 16:24.

Orcon Sorry about that Kayla! Did your friend manage to get through in the end?

If not, let them know they can sign up online too: https://www.orcon.net.nz/external/genius/?genius=1

30 September at 14:31.

Orcon I think we received that email Kayla, and I passed it on to the new sign up team. Someone should be in touch with her today

30 September at 15:18.

Kayla Bee commented on her own Post from 19 September 2011 on Orcon's Wall.

Kayla Bee

It's username beccyjones here - Voicemail to email STILL not working, and call log in Genius still showing numbers that haven't been dialled... I called about 2 weeks ago about this and was told it would be fixed or a new Genius modem would be couriered out, but it's STILL not happened. Voicemail showing 4473.54 minutes for a 54 minute message and plays white noise. Same as when I sent the sample through by email to your CS gentleman - can someone please get back to me...

21 September at 10:33.

Orcon Hi Kayla, have asked the team to re-look at this - apologies! Someone will be in touch soon....

19 September at 19:25 • 1.

Kayla Bee commented on Orcon's link from 13 September 2011.

Nathan Cammock Orcon - can you please confirm external connected HDDs are limited at 100GB as mentioned by @Kayle Bee ?

12 August at 19:24.

Kayla Bee

‎Orcon, can you PLEASE get back to me (user name beccyjones). I have a query on my bill - which is now overdue - I have been overcharged and want to sort it out before I pay. I am fed up holding on the phone for ages with no one answering or calling back when I leave a message. I sent through a query too from the website, but no one has got back to me. I did not get a ticket number??!!! As an aside, I also STILL have issues with my Genius! - voicemail does not go to email, call waiting obliterates the ongoing call, the file server cannot be set up, and the phone manual was not in the box...

Orcon Hi Kayla, I will get someone to contact you soon to discuss these issues

11 August at 12:45.

Orcon The handset guide is online here: http://www.orcon.net.nz/support/gfaq_page/orcon_genius_handset_guide Sorry, early Genius shipments didn't include it.

11 August at 12:59.

Kayla Bee commented on Orcon's link from 5 August 2011.

Review: Orcon Genius | PC World Magazine New Zealand

pcworld.co.nz

When you name a product “Genius”, expectations are unsurprisingly high. does Orcon's ADSL2+ modem/router + VoIP live up to the hype?.

6 August at 16:01

 AN EXAMPLE OF A RECENT COMPLAINT THAT I HAD TO MAKE WHICH IS STILL UNRESOLVED...

Hi Rebecca,

Thank you for your email.

Unfortunately, at the moment we are currently experiencing intermittant issues with our webserver and are working on getting this resolved as soon as possible.

Sorry for any inconvenience caused during this time.

Thanks for contacting us.

The Team@Orcon

Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414).


22/11/2011 13:22 - wrote:

Hi there,

Please could you advise why I am experiencing massive delays in receiving
emails... in this case it took over FOURTEEN HOURS!  I have advised you of this
problem before, and was assured that there was no problem your end.  The sender of
this email is also experiencing delays in receiving emails from me from time to
time.

I have copied the Internet Headers from the email below for you to see.

Kindest regards,

Beccy Jones


Return-path: [REMOVED]
Envelope-to: [REMOVED]
Delivery-date: Tue, 22 Nov 2011 09:21:17 +1300
Received: from Debian-exim by mx5.orcon.net.nz with local (Exim 4.69)
                (envelope-from <[REMOVED]>)
                id 1RSaMe-0000v7-VV
                for [REMOVED]; Tue, 22 Nov 2011 09:21:17 +1300
Received: from mta03.xtra.co.nz ([210.54.141.252])
                by mx5.orcon.net.nz with esmtp (Exim 4.69)
                (envelope-from <[REMOVED]>)
                id 1RSMmq-0007RY-8b
                for [REMOVED]; Mon, 21 Nov 2011 18:51:24 +1300
Received: from PenkPCPC ([222.155.243.60]) by mta03.xtra.co.nz with SMTP
          id <20111121055226.ZIBU18437.mta03.xtra.co.nz@[REMOVED]>
          for <[REMOVED]>; Mon, 21 Nov 2011 18:52:26 +1300
Message-ID: <78735926459E495FAAD16D661FFEF500@[REMOVED]>
From: \"[REMOVED]\" <[REMOVED]@xtra.co.nz>
To: \"Beccy Jones - Orcon\" <[REMOVED]@orcon.net.nz>
Subject: party and lunches, plus new units
Date: Mon, 21 Nov 2011 18:52:29 +1300
MIME-Version: 1.0
Content-Type: multipart/alternative;
                boundary=\"----=_NextPart_000_004E_01CCA87E.B7DC5E40\"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Windows Mail 6.0.6002.18197
X-MimeOLE: Produced By Microsoft MimeOLE V6.0.6002.18463
X-DSPAM-Check: by mx5.orcon.net.nz on Tue, 22 Nov 2011 09:21:16 +1300
X-DSPAM-Result: Spam
X-DSPAM-Processed: Tue Nov 22 09:21:16 2011
X-DSPAM-Confidence: 0.5683
X-DSPAM-Probability: 1.0000


AND HERE IS ANOTHER...

Dear support person,

 Yes, all the voicemail messages are this long, and no, it hasn’t resolved itself, and yes, I am really fed up at waiting for so long to have things sorted out.

I got connected to Genius on 2nd August... 18 days and it is still not working.

 And yes, I have tried calling 789 to listen to my messages, just as I told the original support person I spoke to, and emailed, and faxed into!!!

 Can I please have a credit on my account for all the trouble I’ve been having, this just is not fair.  I have been a customer with you for a very long time and am seriously thinking of giving up and moving to another provider.  If you look back over the history you will see how many times I’ve had to call and email, even posting to your Facebook page (under the name of Kayla Bee).

 I am at my wits end now.

 And incidentally, to the customer support person who left me a message on my voicemail telling me to pay my $170 bill rather than Orcon sorting out the overcharge for the month and that it will work itself out next month, that is just wrong.  Especially when I told them I have financial worries this month.

 Please get back to me as soon as possible.  All my correspondence is now also being copied to Scott Bartlett and posted too as I am fed up of waiting for ages to get replies.

 From: Orcon Support [mailto:[email protected]]
Sent: Saturday, 20 August 2011 3:27 p.m.
To: Beccy Jones - Orcon
Subject: Re: [Ticket#191363] New Voicemail from [REMOVED]

 Hello Beccy,

Sorry about the late reply we have been very busy here at Orcon. We do value as a customer and I will try help you out with the information available to me.

This does seem very strange. are all of the voicemail messages that are sent to your email this length?

Have you tried calling 789 to listen to your messages?

I know it has been some time since contact but hopefully the voicemail issue has resolved itself.

Please do let us know.

Thanks for contacting us.

The Team@Orcon

Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414).


08/11/2011 10:53 - Beccy Jones - Orcon wrote:

VLC Player does not play it either, I tried.
 
See the screenshot below.  It is saying the message is 74 minutes long where the email said it was only 5 seconds!
 
 
Best wishes,
 
Beccy
 

From: Orcon Support [mailto:[email protected]]
Sent: Thursday, 11 August 2011 10:49 a.m.
To: Beccy Jones - Orcon
Subject: Re: [Ticket#191363] New Voicemail from [REMOVED]

 
Hello,

Try using VLC media player. You can find a free download via Google.

Thanks for contacting us.

The Team@Orcon

Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414).


11/08/2011 10:47 - Beccy Jones - Orcon wrote:

Hi there,

I am wondering if you can tell me how on earth to play this test message I
left myself.  When I try to play it in ANY media player at all, it comes out
at around 74 minutes of white noise!

Best wishes,

Beccy

-----Original Message-----
From: Orcon Voicemail Robot [mailto:[email protected]]
Sent: Thursday, 11 August 2011 9:30 a.m.
To: [REMOVED]@orcon.net.nz
Subject: New Voicemail from [REMOVED]

Hello There,

You were just left a 0:05 long message in mailbox 981[REMOVED] from 021[REMOVED]881750,
on Thursday, 11 August 2011 at 09:30:17 AM, so you might want to check it
when you get a chance.  Thanks!

--The Orcon Voicemail Robot.
 

AND AN EMAIL REPLY I RECEIVED FROM [REMOVED]IN RESPONSE TO MY FIRST FAX...

 Hi Rebecca,

I am emailing you behalf of Scott regarding a fax we received requesting answers to some issues you have been having with the Genius product you have recently signed up for.

My colleague tried to reach you by phone twice yesterday but unfortunately was unable to make contact and left Voice Messages.

There are notes on the account to help you with your inquiries should you ring the Helpdesk and I have sent this email which will hopefully be helpful.

1)  Email Voicemail messages on Genius - this is under investigation but it is still possible to access voice messages by dialing 789.

2)  Call waiting interferes with ongoing calls, this is a known issue and is being investigated.

3)  Phone manual - this was not in print at the time of the launch but is now available by following this link:
http://www.orcon.net.nz/images/uploads/image/images/Handset%20set%20up%20guide.pdf

4)  Using Genius as an external harddrive - the format required is FAT32 with a limit of 100GB

5) [REMOVED]is not involved with the Helpdesk and would not be able to offer assistance.

6) National calling - there is a request in place to have this added as soon as possible.

7) Other carriers unable to reach you on the Genius system.  This is currently under investigation there are issues with other carriers not recognising the network.  This will be resolved as soon as possible.

I do apologise for every inconvenience this has caused and appreciate your frustration.  Orcon did not expect such a phenonomal reaction to the Genius product and all aspects of this service are overwhelmed with the demand.  Contacting the Helpdesk is difficult at this time, we are preparing for more staff to cut down on the wait time on the phone.  Our calls and emails are being responded to as quickly and professionally as possible, you continued patience is appreciated.

We do value your long time custom, this experience is not something we would like our customers to have to go through, I hope you decide to stay with Orcon and give us another chance.

I hope this email is satisfactory, if there is anything else you would like to discuss, please call the Helpdesk where myself or colleagues will be more than happy to help.

Regards

[REMOVED]
Customer Experience Specialist




Thanks for contacting us.

The Team@Orcon

Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414).

 

 


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