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5 posts

Wannabe Geek


# 175195 20-Jun-2015 23:58
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Hey guys, just wondering if anybody else has had a bad experience with this ISP? I see they pride themselves on customer service but, to be honest, I'm banging my head against a brick wall with them. If others have had a similar experience, I'm thinking this is a chronic issue and giving my $$$ to other ISPs who may be more expensive, but less difficult to deal with, particularly since a customer can't *call* Bigpipe.

The situation is simply that I'm moving into a new apartment in Auckland, where Bigpipe is offering a special deal for UFB which looks good price wise. Thankfully, apartment block is already UFB capable so it wasn't a "consent" headache. Initially Bigpipe were rather helpful, and I was pleased that I only had to wait a couple of weeks for install. Got the "we have booked these dates for your scope and build, please let us know if you need to change it" email. Indicated that I was needed at work on those dates, and to please shift to the dates I have supplied. Received an email from Bigpipe confirming my changes were made - "I have changed the dates as per your request, if you have any questions, please feel free to reply to this email with your query." Awesomeness. Made plans, altered schedules, swapped dates at work to be home, booked builders to repair some issues in the new pad on the same day coz it isn't easy to take leave and I wanted to kill 2 birds with 1 stone. Things going swimmingly, and I was really quite happy.

Then I made an enquiry about what time of day I'd have to be home, got a helpful reply again - "I have booked this for the PM slot so between 12pm and 7pm, unfortunately we do not have specific times as each job takes a different amount of time to complete." Not convenient, but hey, I'd been warned about the process. No sign at this stage of trouble, and I assumed all was in order (this was also an opportunity for them to have rectified on their error which I describe below)

My frustration begins when I follow-up with an enquiry about the free modem that was provided as part of my deal - to my surprise, I was told as a by-the-by in their reply that only the scope day had been changed as I had requested, but build/install day was as per original booking (not the day I had requested and was told was confirmed). No apology about an error, or for uncomfirming something they had confirmed - just one line stating the booked dates. I replied matter of factly, and explained that my date changes had already been confirmed and I wasn't happy about this development for any number of reasons. After to-ing and fro-ing over a number of emails, they then try to pull a fast one on me

"Unfortunately Chorus manage the service technicians and currently they do not have any technicians to carry out the install.

Upon your request we followed up with Chorus and to change the date to the 25th. And they have declined our request as they do not have resources do complete the job on the 25th.

Also, we had not confirmed the install date would be 25th and this morning just before your email the rejection for 25th came in and was re-confirmed for 26th as originally stated."


If they had not confirmed the changed dates, then why send me a CONFIRMATION email saying that?? I cut and paste that confirmation email from them (coz it seems you deal with a random person each time you email them, even about the same issue). The person who replied pretty much ignored what I had cut and pasted.

And it seems from their replies that this is all Chorus' fault somehow....no doubt Chorus is difficult to work with, but Chorus aren't responsible for an ISP (who are a RETAILER) having awful communication skills. And even if it was Chorus' fault, as a customer, it isn't't my problem that a RETAILER/Service provider (who has charged me for the installation and agreed to and confirmed a date for a service, and therefore, entered a contract) has a problem with their SUPPLIER. I'm a reasonable person though and a simple apology would've sufficed. Indeed, I pointed out that something along the lines of "Sorry dude, we botched up with that confirmation email, promise to do better, and here's a bit of compensation for the inconvenience" would've made me shrug my shoulders, and move on.  Rather, I was  fed a whole lot of nonsense about "oh we never confirmed anything...." Their lack of communication skills doesn't inspire much confidence when you consider they're online support only.

To top it off, I write back pointing all of this, but finish my email by supplying alternative dates for UFB installation - "Though my experience with Bigpipe is far from satisfactory right from the start, the dates for possible install are Saturday 27th , Sunday 28th, and Monday 29th."
This is what I get in reply in its entirety - "The connection dates are best effort, due to unforeseeable circumstances they are subjected to change.   As mentioned before there are no Chorus service tech available for 25th hence we can not get an installation date for 25th. At this stage the connection install date is 26th, if the date is not suitable please let us know your next preference." Clearly they didn't even bother reading my most recent email either *Facepalm*. Online support indeed.

Has anybody else had anything like this from them??

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BigPipe

  # 1328539 21-Jun-2015 00:22
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H,

sorry to hear about your experience - that's certainly not what I would want to happen.

could you please PM me the email address you signed up with and I will follow up and see what's happened here.

thanks





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


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  # 1328541 21-Jun-2015 00:41
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TL DNR (Summary):

ISP supplied UFB install dates that didn't suit. OP provided dates more suitable, ISP (apparently) said OK.
Chorus rejected dates, kept the original schedule. ISP failed to communicate this.
ISP responded to emails in a fairly matter-of-fact fashion.



Sorry, but for the most part I think you are being unreasonable. I say that mostly because it appears you think you are due some compensation. I also say it because I don't think you're being flexible enough.

Chorus have a lot of work to do and the most efficient way of doing that is doing as much in one area as you can before moving on.

Yes the lack of communication isn't great, but it's a pretty minor thing really.

everything i read suggests their customer service for problem solving is excellent. If you are a high maintenance customer, Bigpipe isn't for you.




Location: Dunedin

 


 
 
 
 


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  # 1328549 21-Jun-2015 02:05
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Chorus will change dates even after it is confirmed, sometimes repeatedly. This could be due to resource availability, further work required, 3rd party consent, etc. There are even cases where contractors don't turn up at all. In short, don't take your fibre appointment dates too seriously.

Mr Snotty
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Lifetime subscriber

  # 1328551 21-Jun-2015 02:55
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With my UFB install there was 2x date changes before I got service - it is normal for UFB because the process of installing it is far more than your standard xDSL install. If they have to go fix a fault with a medical emergency attached to it then that takes priority to your install each and every time.

Either yourself or your ISP can't force Chorus to do an install - it either happens on the pre-defined date or it doesn't and it gets rescheduled. All ISP's follow through the same installation process so to be honest I think you're being a little unreasonable.

Give BigPipe a message here and I am sure they'll try their best to assist. They're a great ISP and I've never seen any issues with them. If there is anything they're quick to resolve.






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Wannabe Geek


  # 1328647 21-Jun-2015 13:19
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Thanks for replies guys.

Am pleased that somebody at Bigpipe has seen my concerns and are at least willing to look into it. Have been in communication.

Re: comments about flexibility and being unreasonable, I have quite the opposite opinion but its futile to discuss that further. I would say though, that this comment "Yes the lack of communication isn't great, but it's a pretty minor thing really.

everything i read suggests their customer service for problem solving is excellent. If you are a high maintenance customer, Bigpipe isn't for you. " is non-sensicle. You can't have good customer service if you have poor communication; its like saying "Your car is awesome mate, as long as we ignore it doesn't have an engine". It's hardly a minor thing. Re: compensation, I'm not expecting to be flown to the Bahamas for free or anything. However, if you went to a restaurant, the waitress takes your order and says "Food wil be along shortly", but it takes 50 mins for entrée, its not unreasonable to be annoyed. It would be unreasonable if they had warned "Our second grill isn't working so the food may be a bit slow tonight". A bowl of chips (Which costs the restaurant 50c perhaps) would go a long way towards mollifying irate patrons waiting for a long time; indeed, I've even been in places where they gave us dessert for free. They did not blame their supplier for failing to provide enough fudge cake that morning.  FYI I went back to that restaurant coz it shows they care about their customer's experience. Its the same idea here, a token would have been a skilful move in terms of managing customers. And assuming I am a "high maintenance customer" (which seems a bit accusatory), and their customer service is excellent....it would stand to reason they'd be able to handle high maintenance customers with ease, eh?

Re: comments about Chorus changing dates at the last moment, it still doesn't fit with Bigpipe's reply of "We had not confirmed a date"....when they clearly had. Sometimes, the blame for a screw up may not lie with Chorus. Though,  I wasn't aware that Chorus had a tendency to change install dates, so thank you for that. If I had been made aware of that (let's say they included in their original email advising installation dates that there's a slim chance that any confrmed date might slip), perhaps I'd have been less irate. Instead, I got "Oh we never confirmed anything", followed by "The connection dates are best effort, due to unforeseeable circumstances they are subjected to change" some 14 emails later in the conversation.

It all comes down to communication - if you want to do online only support, and pride yourself on such support, you can't fob off communication skills as some sort of ancillary "bonus" skill to have. ANd quite frankly, I was plain ignored when I pointed that out. Nevertheless, given the positive feedback from others (which ws part of the reason I decided to go with Bigpipe in the first place), I'm willing to continue working with them and hope that this experience is a once off, but also curious as to whether any others have had similar.

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  # 1328717 21-Jun-2015 15:50
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Anusho: let's say they included in their original email advising installation dates that there's a slim chance that any confrmed date might slip


I think there's a part about this in the "dates booked" email.

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Master Geek
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# 1335741 2-Jul-2015 13:57
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I had a very similar experience to you. Luckily for me, I knew and had direct contact with a Chorus technician in the area who sorted it out for me when times got dire.

In my case, I had a date booked, I got a call from Chorus 16:45 the day before just saying "Are you home some random other date, KTHXBYE" and put the phone down. Bigpipe said its booked for the that day on their system, Chorus says its booked for another date (Which I assume either the original assigned technician moved because he had other plans for his day, or the area manager changed it). Then it started, Bigpipe is lieng, Bigpipe says chorus is lieng....and on it went.

At the end of the day, communication from BigPipe is not good, I have to agree as this was my experience too. However, they are dependent on some third party system to book dates, and if they have issues they have to log electronic queries with Chorus.

The biggest problem however lies with Chorus. I don't care how much jobs they have and resources and blah blah blah. They do a shoddy job of dealing with ISP's clients. full stop. (Obviously with the exception of the guy I mentioned initially who was willing to do work even after hours).

 
 
 
 


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  # 1335773 2-Jul-2015 14:12
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Perhaps the question you should have asked is "Has anybody else had a bad experience with getting UFB?" - judging by other posts across all ISP forums here you would have had plenty of responses ;-)

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  # 1335785 2-Jul-2015 14:36
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Wacky: The biggest problem however lies with Chorus. I don't care how much jobs they have and resources and blah blah blah. They do a shoddy job of dealing with ISP's clients. full stop. (Obviously with the exception of the guy I mentioned initially who was willing to do work even after hours).


Same problem for Chorus sub-contractors, their communication is sometimes good but mostly appalling.

Hopefully it will improve over time but I'm not holding my breath.

Once you've got UFB it is definitely worth the pain.

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  # 1335787 2-Jul-2015 14:39
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graemeh:
Wacky: The biggest problem however lies with Chorus. I don't care how much jobs they have and resources and blah blah blah. They do a shoddy job of dealing with ISP's clients. full stop. (Obviously with the exception of the guy I mentioned initially who was willing to do work even after hours).


Same problem for Chorus sub-contractors, their communication is sometimes good but mostly appalling.

Hopefully it will improve over time but I'm not holding my breath.

Once you've got UFB it is definitely worth the pain.


Yes I agree, worth all the trouble in the end :)

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