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412 posts

Ultimate Geek
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Topic # 90894 2-Oct-2011 22:27
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I've called their 0800 number twice tonight, pressing option 2 which is "to join or make an inquiry".

The first time (6pm) I was waiting to speak to someone for over 20 minutes before giving up (had places to be) and right now (10:30pm) I've been waiting for 40 minutes and I'll keep waiting on speaker phone until my mobile dies or someone actually answers.

They don't have a "thank you for waiting" or "you are number # in the queue".  Just really really bad music.

Are they always this bad?

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412 posts

Ultimate Geek
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  Reply # 528349 2-Oct-2011 22:55
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My phone gave up at just over an hour on hold...

That's... really bad.

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Uber Geek
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  Reply # 528360 2-Oct-2011 23:42

Yeah been an issue for a wile, it's costing them a lot of customers!

 
 
 
 


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  Reply # 528398 3-Oct-2011 08:38
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It's not good that they don't answer their phone, but you did post at 10pm on a Sunday night. Try calling inside business hours.




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734 posts

Ultimate Geek
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  Reply # 528413 3-Oct-2011 09:32
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They had 2 call centres but the Feb 22nd Quake obliterated one. It's still not been replaced, it was due to go into operation within a week or so and I'm under the impression that the insurance wasn't totally finalized.




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Ultimate Geek
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  Reply # 528434 3-Oct-2011 10:30
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Urggg! If it takes them that long to answer a call regarding a potential new customer - I dread to think how long it might take to answer an question, or worse, solve a problem! Think I'll stick with Vodafone!



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Ultimate Geek
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  Reply # 528441 3-Oct-2011 10:56
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timmmay: It's not good that they don't answer their phone, but you did post at 10pm on a Sunday night. Try calling inside business hours.


Yes, but I did try at 6pm also.
They advertise their call centre as being open 24/7.  I eventually got through at 2am after a 10 minute wait.

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Uber Geek
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  Reply # 528484 3-Oct-2011 12:42

Hi, at 12:42 pm on a Monday I called and it took 25 seconds for them to answer... Not bad.

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  Reply # 528795 4-Oct-2011 04:00
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I hear they've just been hiring to beef up the call centre numbers - a few dozen extra staff should help a lot. One thing to note if you call out of hours though is that there are far fewer people on shift, and the escalation channels for single customer issues aren't available till the morning. So if it's something complicated it might be better to leave it till the morning.




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Master Geek
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  Reply # 528998 4-Oct-2011 12:55
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Their support during daylight hours is good but outside of that it's awful, I waited over an hour (again no indication of wait time or queue length) until I just gave up. Other than that, I have to say I've found 2degrees very good and my phone bill is half what it used to be.

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Master Geek
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  Reply # 533546 14-Oct-2011 23:16
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I wouldn't say it's good during business hours either. Even simple inquiries need to be escalated... And you dont hear back for a few days... 2 Degrees really need to improve the helpdesks as fast as they can. Wait times, untrue information, more specialist staff. Etc etc the list goes on.  Once this improves and the coverage they will be an awesome company.



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Ultimate Geek
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  Reply # 533793 15-Oct-2011 18:49
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I might add that I sent an email the next day (almost 2 weeks ago) politely complaining about my bad experience, and I have received no reply.

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Ultimate Geek
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  Reply # 533801 15-Oct-2011 19:00
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Who did you email. If you used the CEO or POB's email address you get a reply within 2 days




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  Reply # 533821 15-Oct-2011 20:16
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They are doing plenty of advertising looking for more CSR's.

http://www.seek.co.nz/Job/inbound-customer-care-roles-with-2degrees/in/auckland-auckland-central/20809280

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