Terrible 2Degrees Customer Service Experience

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ryanhunt

28 posts

Geek

#159830 14-Dec-2014 10:52

I just had the worst customer service experience of my life with 2degrees mobile. I have been trying to port my number over to 2degrees from Skinny, a process which apparently takes a couple of hours, and up to 24 hours max. I am now in the fourth day of this issue, having spoken to several "customer service representatives" and getting a slightly different response each time.

After just speaking to a supervisor, with whom I got more aggravated at then anyone I have ever talked to in my life, I have been advised there is nothing I can do until their provisioning team takes a look at my issue, which may take until Thursday next week.

In summary, 2degrees has no real technical support team over the weekend at all, completely unacceptable for a company of this size with a customer base as large as theirs.

The funny part is, I switched to 2degrees because of poor service from my previous provider.

I am so angry with 2degrees right now, I highly advise anyone looking at signing up for a mobile plan with 2degrees to look elsewhere. They do not care about you and the fact that they call their service centre "Customer Care" is a absolute and utter joke.

I am posting here partly in hopes of a solution, partly to let others know of my experience with them so they can make informed decisions if considering the switch also and partly just because I need to vent right now.

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472 posts

Ultimate Geek

#1197182 14-Dec-2014 11:25

so have they given you any reason for why the port has failed?

its not very difficult to port your number across, as long as you have your skinny sim card number, you should be able to request a port

ryanhunt

28 posts

Geek

#1197190 14-Dec-2014 11:34

I know it should not be difficult, in fact I've done it before, for myself and on friends behalf's, and its simple.

They have not given a reason as the reason's seem to change depending on who I speak to. One of the more onto it CS reps I spoke to said something about it timing out.

When I called this morning the first girl I spoke to said it appeared the port request had been closed, the supervisor I spoke to afterwards said it was off with provisioning who do not work weekends (although yesterday I was told they do).

So basically a mix of different information leading to me having no reliable answer as to why it has not worked.

The supervisor this morning sounded like he was listing off a bunch of pre-written responses, all generic and canned. Advised I would have to wait, possibly several days, and thought it was not an issue as he said "You can still make calls of your 2Degrees number" and he seemed to think that was a valid solution. However, it is more important to me to have my number reachable 24/7, that is not something I am willing to compromise on.

Argh, I am still very wound up, even now, an hour after getting off the phone to them. I think I need a coffee...

myndlyz

472 posts

Ultimate Geek

#1197193 14-Dec-2014 11:41

ryanhunt: I know it should not be difficult, in fact I've done it before, for myself and on friends behalf's, and its simple.

They have not given a reason as the reason's seem to change depending on who I speak to. One of the more onto it CS reps I spoke to said something about it timing out.

When I called this morning the first girl I spoke to said it appeared the port request had been closed, the supervisor I spoke to afterwards said it was off with provisioning who do not work weekends (although yesterday I was told they do).

So basically a mix of different information leading to me having no reliable answer as to why it has not worked.

The supervisor this morning sounded like he was listing off a bunch of pre-written responses, all generic and canned. Advised I would have to wait, possibly several days, and thought it was not an issue as he said "You can still make calls of your 2Degrees number" and he seemed to think that was a valid solution. However, it is more important to me to have my number reachable 24/7, that is not something I am willing to compromise on.

Argh, I am still very wound up, even now, an hour after getting off the phone to them. I think I need a coffee...

hmmm thats weird, normally there should be a specific reason why the port has failed, normally its the account number or sim card number being incorrect, have you tried contacting them on twitter? they are pretty onto it over there

ryanhunt

28 posts

Geek

#1197194 14-Dec-2014 11:46

I know, I would of thought it would not be so hard to get a specific answer either, and would have responded much better having received an actual reason as to why it would not go through.

I have contacted them through every communication channel they own, except twitter (I cant stand twitter) but if you really think it would help I could see what contacting them via that channel does.

MikeB4

18435 posts

Uber Geek

ID Verified

Trusted

#1197195 14-Dec-2014 11:46

I would tell them, order cancelled and go to another Telco

ryanhunt

28 posts

Geek

#1197199 14-Dec-2014 11:49

Yes I agree and unfortunately I think that may well be where this one ends up.

It's a shame really, I was a customer of theirs for several years before my very brief stint with Skinny and did not have an issue. However I like to judge a company on their response when you do have an issue...

myndlyz

472 posts

Ultimate Geek

#1197200 14-Dec-2014 11:51

ryanhunt: Yes I agree and unfortunately I think that may well be where this one ends up.

It's a shame really, I was a customer of theirs for several years before my very brief stint with Skinny and did not have an issue. However I like to judge a company on their response when you do have an issue...

if you can, try and wait till tomorrow, im pretty sure their social media team will be onto it straight away, i don't think they are there on the weekends

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ryanhunt

28 posts

Geek

#1197201 14-Dec-2014 11:54

Just got a reply via their Facebook saying they will try and sort the issue tomorrow, we shall see where that gets me but honestly, at this point I don't really want to be a customer of theirs.

I literally have never been so angry as I was when speaking to that supervisor earlier, no company who I am paying for a service should ever cause you to be so wound up.

Oh yeah, and he also told me that they can only consider compensation if 2 degrees is deemed to be at fault... Uh what?

myndlyz

472 posts

Ultimate Geek

#1197202 14-Dec-2014 11:55

ryanhunt: Just got a reply via their Facebook saying they will try and sort the issue tomorrow, we shall see where that gets me but honestly, at this point I don't really want to be a customer of theirs.

I literally have never been so angry as I was when speaking to that supervisor earlier, no company who I am paying for a service should ever cause you to be so wound up.

Oh yeah, and he also told me that they can only consider compensation if 2 degrees is deemed to be at fault... Uh what?

awesome. good luck

gmball

568 posts

Ultimate Geek

#1197203 14-Dec-2014 11:57

Can't believe a large company who's customers require service 24/7 would not have support available to resolve this on weekends.

This is where NZ businesses need to get with the times, if you've had any experience with businesses in most major developed countries, it doesn't matter if its a weekend, public holiday, christmas day, new years day etc etc, they have full support available.

ryanhunt

28 posts

Geek

#1197204 14-Dec-2014 11:59

I know, that completely blew my mind also. Its not like they are the minnows in the NZ telco market anymore.

And you are completely right about other countries, having spent a couple of years in the US I agree that customer service in this country leaves a LOT to be desired...

SaltyNZ

8230 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#1197224 14-Dec-2014 13:18

You said this was the 4th day. What did you do on the first and second days when the support teams are available? Whilst this isn't the kind of customer service experience we want to provide you with, it sounds like you could have made things easier for yourself if you had contacted us on Friday at the very least.

It would also be helpful if you could describe the nature of the issue.

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

ryanhunt

28 posts

Geek

#1197240 14-Dec-2014 14:47

SaltyNZ, I did make regular contact with the customer service centre EVERY day during this process. On the first day when I called I got one rep that told me "We cant make computers run any faster" and told me not to bother calling until after that 24 hour period was over. All of my call records are available via my account I assume if you want to double check.

Your comment is made on the assumption that I was not proactive in getting this issue looked at which is completely not the case. I appreciate if you have any further insight which may be applicable to my issue.

ryanhunt

28 posts

Geek

#1197241 14-Dec-2014 14:49

I am unable to describe the nature of the issue further than I have above as I have not been provided any further information from customer service, despite my many attempts.

mattwnz

20157 posts

Uber Geek

#1197243 14-Dec-2014 14:55

gmball: Can't believe a large company who's customers require service 24/7 would not have support available to resolve this on weekends.

This is where NZ businesses need to get with the times, if you've had any experience with businesses in most major developed countries, it doesn't matter if its a weekend, public holiday, christmas day, new years day etc etc, they have full support available.

Yes, for some reason in NZ, business grade services seem to mean providing support only on mon-fridays, between 9-5pm. Yet residential can be 7 days a week. I find overseas support for technical services far superior, than with NZ providers.

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