[Snap] Annoyed Almost There new customer

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Annoyed Almost There new customer

kenl

30 posts

Geek

#129596 20-Sep-2013 20:47

seems like i always get the worse of luck with churning or its just meant to be.

so i ordered for my adsl to be churned over to snap, was told the next day that it would be done on the 20th with my phone number ported over and what not.(to be honest i dont care about my number, I just want phone and internet)

anyway confirmed this on Thursday that it was still going to happen as planned was assured that it was and that everything was in place for 20th Sept between 9am and 12pm.

sure enough by 9.30 i got a call from a technician doing the job. hes words was, i am on site ready to commission your service however I've been told your order have been cancelled, call your ISP and find out what is going on and call me back. so i did and to be told that because chorus had put my order through for internet only they had to cancel the order and reorder for a tech to come back out on the 24th Sept.

I've clearly explain when i put my order through that i need this service in place by the end of 22nd or else i will be charged by my current provider for another month of billing cycle, sure enough this was going to happen i'll need to fork out 1 month of net that i get to used for 1 day before it get churn over to snap on the 24th...

just another annoyed customer.

PaulBags

809 posts

Ultimate Geek
Inactive user

#899256 20-Sep-2013 21:47

Maybe chorus should have their own (complaints) sub-forum? A shame they couldn't just sort it over the phone while the tech was on site, what a bureaucratical waste of everyone's time.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#899259 20-Sep-2013 21:57

PaulBags: Maybe chorus should have their own (complaints) sub-forum? A shame they couldn't just sort it over the phone while the tech was on site, what a bureaucratical waste of everyone's time.

How are Chorus in any way to blame for this?

PaulBags

809 posts

Ultimate Geek
Inactive user

#899271 20-Sep-2013 22:34

...The part where they booked the wrong job with their contractor??

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#899293 21-Sep-2013 06:06

PaulBags: ...The part where they booked the wrong job with their contractor??

Don't see what the issue you're trying to point out is. ISP booked an install but later cancelled it. Contractor calls customer to let them know that.

The only issue I can see here is a mistake at Snap.

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#899328 21-Sep-2013 08:47

sbiddle:
PaulBags: ...The part where they booked the wrong job with their contractor??

Don't see what the issue you're trying to point out is. ISP booked an install but later cancelled it. Contractor calls customer to let them know that.

The only issue I can see here is a mistake at Snap.

Hi Kenl and Sbiddle,

Sorry for the issues here Kenl, I've investigated this one and it is a slightly strange case (it does happen, but not often) the delay was actually due to a system error in the ordering process at Chorus, when the technician picked up your order he saw that it was a broadband and POTS service, however for some reason the POTS order was dropped off your order during the ordering process between Chorus and the Dispatch company, luckily the technician picked this up otherwise you would have been without a phoneline! (He actually just put the order on hold, it was not cancelled as such)

This has all been rescheduled to happen next Tuesday the 24th, I realise this will cause you to get another month billing from your existing provider, we will make sure you are sorted out so that you are not out of pocket.

Thanks
TheRalph

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

PaulBags

809 posts

Ultimate Geek
Inactive user

#899446 21-Sep-2013 15:51

sbiddle:
PaulBags: ...The part where they booked the wrong job with their contractor??

Don't see what the issue you're trying to point out is. ISP booked an install but later cancelled it. Contractor calls customer to let them know that.

The only issue I can see here is a mistake at Snap.

because chorus had put my order through for internet only they had to cancel the order and reorder for a tech to come back out on the 24th Sept.

for some reason the POTS order was dropped off your order during the ordering process between Chorus and the Dispatch company,

I suppose it could have been the contracted company, and not Chorus. Good on the tech for not just charging ahead, I guess. Either way it doesn't seem like Snaps fault. Unless your implying Snap has a history of lying to customers, and Snap have been lying about this incident?

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#909647 8-Oct-2013 08:47

Hey kenl,

I'm trying to PM you back, but it's saying that you don't accept PMs. Could you allow this through?

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

kenl

30 posts

Geek

#912189 10-Oct-2013 17:06

sorry should work now.

and thank you for following up.