BigPipe Support (No Reply for 2 Hours)

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Ryuken

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#151654 1-Sep-2014 12:18

Hello All I created this post here as I'm hoping someone who is from BigPipe can answer why they haven't replied to my emails since I first emailed them over 2 hours ago regarding switching from ADSL to VDSL I have what I need just waiting on a reply from them regarding me wanting to switch to the Turbo VDSL Plan

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#1119512 1-Sep-2014 12:25

Since its only a switch and your account is working I imagine its been assigned low priority but I'm sure you will still get a reply today

hio77

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#1119513 1-Sep-2014 12:27

skewt: Since its only a switch and your account is working I imagine its been assigned low priority but I'm sure you will still get a reply today

and possibly awaiting a few checks with the chorus network...

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

l43a2

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#1119516 1-Sep-2014 12:32

2 hours? really.

Coil

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#1119518 1-Sep-2014 12:35

l43a2: 2 hours? really.

Yeah, sadviolin.mp3
Go over this:
"Connection problem? We'll get back to you within 2 hours during our business hours. Other queries we'll respond within 24 hours. "
Found here: https://www.bigpipe.co.nz/#/support

BigPipeNZ

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#1119532 1-Sep-2014 12:40

Ryuken: Hello All I created this post here as I'm hoping someone who is from BigPipe can answer why they haven't replied to my emails since I first emailed them over 2 hours ago regarding switching from ADSL to VDSL I have what I need just waiting on a reply from them regarding me wanting to switch to the Turbo VDSL Plan

Hi 2 hours is for urgent queries - e.g. connection issues. (although we normally reply in about 20 minutes)

For non-urgent stuff (like this) 24 hours is our SLA, although in saying that I would still expect a reply pretty quickly, generally within 1 hour.

Going by your name on your geekzone profile, I've searched and cannot see any query from you today.

Did it definitely go through (i.e. did you get an automatic email response from us within a couple of minutes of submitting it?) or did you submit it under a different name perhaps?

ETA: ok, I found it. the OP replied to an older email from us, rather than raising a new ticket. That's ok but that's why I missed it the first time as I was looking for new tickets raised today.

No real reason for taking longer than 2 hours, just a busy morning :)

(In case anyone is interested, we replied at 12.24pm, and original email requesting VDSL was 8.28am)

cheers

bigpipe.co.nz
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Ryuken

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#1119777 1-Sep-2014 17:22

Yea I usually reply from the older list of 54 emails ha but If you guys prefer I open new tickets in future? I would do that of course but I just do it that way I guess and Wednesday I switch to VDSL hah can't wait to see how much better it is been really happy since the nearly 2 months being with BigPipe being awesome now I just wait and see how better it becomes :)

timmmay

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#1119788 1-Sep-2014 17:43

If something is important, call a business. Most business consider email a second class communication mechanism.

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hio77

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#1119789 1-Sep-2014 17:44

timmmay: If something is important, call a business. Most business consider email a second class communication mechanism.

except in bigpipes case, this is not true as they do not accept incoming calls.

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Inphinity

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#1119877 1-Sep-2014 19:26

timmmay: If something is important, call a business. Most business consider email a second class communication mechanism.

Uhmm.. except when the business you're communicating with promote their online communications as their primary means, and don't publish a support phone number ;)

timmmay

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#1119885 1-Sep-2014 19:47

Interesting, haven't come across that before. Email isn't a reliable communication mechanism, but using tickets and such should be ok. Plus my main point was patience.

BigPipeNZ

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#1119889 1-Sep-2014 19:49

Ryuken: Yea I usually reply from the older list of 54 emails ha but If you guys prefer I open new tickets in future? I would do that of course but I just do it that way I guess and Wednesday I switch to VDSL hah can't wait to see how much better it is been really happy since the nearly 2 months being with BigPipe being awesome now I just wait and see how better it becomes :)

It's probably easier for our people if you open a new ticket for a new request, it means they won't be reading 54 emails for context each time :)
But if your query is related to an existing ticket, you can reply to the email from us.

It's up to you either way, we can see all tickets linked to your account either way.

Thanks for the feedback :)

bigpipe.co.nz
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BigPipeNZ

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#1119908 1-Sep-2014 20:01

timmmay: Interesting, haven't come across that before. Email isn't a reliable communication mechanism, but using tickets and such should be ok. Plus my main point was patience.

Email is primary communication for us.
Most other businesses consider it secondary you are right, and take days to respond, but for us it is primary.

We typically respond in about 20-30 minutes for urgent queries, (our latest stats for the last 7 days show 70% of urgent queries responded to within 30 mins, and 100% within 2 hours)

and an hour or two for non-urgent (we say les than 24 hours, it's usually an hour). For the urgent stuff, that's less time than you often spend on hold with other ISPs, and you can spend that time productively instead of listening to awful hold music.
It also means you never have to be put on hold whilst the csr goes to find out stuff from their colleagues, or looks up stuff on wireline. That can all be done without wasting your time, and we email you with a response you can read at your convenience

Of course, for anything that really needs it, we can call customers, but it gets done when they want us to call, not when we feel like answering the phone.

Plus it means we can easily prioritise incoming tickets according to urgency - so if you have connection issues you go straight to the front of the queue in front of people with less urgent things - like plan changes, billing queries etc.

Not only that, but because everything is in email, you always have a complete record of exactly everything that was said, so there is much less likely to be confusion and arguments over who said what (again, pretty common with call centres)

So far, it's working really well. (Better than I expected actually) Our customers seem to prefer this method of communication to the old fashioned call centre the other guys provide.

bigpipe.co.nz
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https://twitter.com/BigPipeNZ

timmmay

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#1119925 1-Sep-2014 20:22

I see many advantages, though what do you do when an internet connection is down and people don't have a smartphone to email you with? I guess they have to go to a neighbour or internet cafe?

richms

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#1119938 1-Sep-2014 20:38

timmmay: I see many advantages, though what do you do when an internet connection is down and people don't have a smartphone to email you with? I guess they have to go to a neighbour or internet cafe?

Clearly those people are not the target demographic for a company that exclusively takes support queries online.

Richard rich.ms

dcole13

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#1119960 1-Sep-2014 21:03

timmmay: I see many advantages, though what do you do when an internet connection is down and people don't have a smartphone to email you with? I guess they have to go to a neighbour or internet cafe?

If you are signing up with Bigpipe I would guess that you have a smartphone that can access the internet. Bigpipe isn't aimed at the casual users, more enthusiasts.

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