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]