Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




2685 posts

Uber Geek
+1 received by user: 225

Trusted

Topic # 238074 2-Jul-2018 12:37
Send private message

Once a BigPipe fan, now disheartened after a house move that never happened.

 

It seems the once good (read: acceptable) support on BigPipe has now gone?

 

I had a simple move booked last Fri 29th.  This was organised with plenty of time in advance, but the day came and went with no further correspondence.

 

The original connection is still live now and we moved into the new house (for humours sake, which is only three doors down the street) on Friday. 

 

There was no response to support requests to BigPipe by replying to the original email (which said to do this) either on Friday or on the weekend.

 

Anyway, have requested cancellation of the move now and also of our account and will move elsewhere. (Hello Voyager!).

 

I'm sure I'm not imagining this drop in support with the BigPipe product?  Has anyone else noticed this lately?

 

 

 

Cheers,
Grant

 

 





Check out my LPFM Radio Station at www.thecheese.co.nz cool


Create new topic
3826 posts

Uber Geek
+1 received by user: 2174

Trusted
Lifetime subscriber

  Reply # 2047425 2-Jul-2018 12:43
Send private message

I think you need @BigPipeNZ to take a look ASAP

 

John





Ex JohnR VodafoneNZ 17 years 4 days

106 posts

Master Geek
+1 received by user: 61

Trusted

  Reply # 2047426 2-Jul-2018 12:43
5 people support this post
Send private message

Always happens with new ISPs, first the early adopters and teach heads get on board "oh wow support is great, super friendly super cool staff working there!". Then the marketing ramps up, the hordes of idiots sign up and support is swamped with "WHY DONT YOU HAVE PHONE SUPPORT". Support staff get jaded and their smart people all leave the toxic environment.

 

Next stage in progression (Bigpipe not there yet...) is where some bright spark in management says "oh we're too busy lets outsource some of the demand to help increase our customer service awesomeness". Unfortunately when outsourcing they go with the cheapest provider who actually creates more problems than they solve, further exacerbating the problem.





 


 
 
 
 




2685 posts

Uber Geek
+1 received by user: 225

Trusted

  Reply # 2047482 2-Jul-2018 13:28
Send private message

Just in via email from BigPipe

“Now that your connection with Bigpipe is up and running we'd appreciate 60 seconds of your time to ask for your feedback.

Click here to take the survey

Thank you!

The Bigpipe People”

Followed by a text

“Bigpipe - Service Given:
Hi there, a quick update on your order with Bigpipe. Great news! Your connection has been set up. If you have any questions contact us on bigpipe.co.nz. Cheers, The Bigpipe People”

However I still have service at the original address... I’d have expected it to have stopped working if the move had been performed.




Check out my LPFM Radio Station at www.thecheese.co.nz cool


1153 posts

Uber Geek
+1 received by user: 759

Trusted
BigPipe

  Reply # 2047534 2-Jul-2018 13:50
Send private message

Hey @ZollyMonsta, I've flicked you a PM now which will hopefully help clear things up :) 





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


18735 posts

Uber Geek
+1 received by user: 5370

Trusted
Lifetime subscriber

  Reply # 2047570 2-Jul-2018 14:50
One person supports this post
Send private message

chewster:

 

Always happens with new ISPs, first the early adopters and teach heads get on board "oh wow support is great, super friendly super cool staff working there!". Then the marketing ramps up, the hordes of idiots sign up and support is swamped with "WHY DONT YOU HAVE PHONE SUPPORT". Support staff get jaded and their smart people all leave the toxic environment.

 

Next stage in progression (Bigpipe not there yet...) is where some bright spark in management says "oh we're too busy lets outsource some of the demand to help increase our customer service awesomeness". Unfortunately when outsourcing they go with the cheapest provider who actually creates more problems than they solve, further exacerbating the problem.

 

 

It's easy to be attentive and responsive when you only have 11 customers. Problem is that things in the ISP support space don't scale easily. The margins are so low that it's nigh impossible to keep good support to customer ratios 

 

 


'That VDSL Cat'
9062 posts

Uber Geek
+1 received by user: 1993

Trusted
Spark
Subscriber

  Reply # 2047576 2-Jul-2018 15:02
Send private message

networkn:

 

It's easy to be attentive and responsive when you only have 11 customers. Problem is that things in the ISP support space don't scale easily. The margins are so low that it's nigh impossible to keep good support to customer ratios 

 

 

 

 

as someone who did their best to keep their edge running for any frontline query, i'd certainly agree here.

 

 

 

giving 110% into each case is tying... Add to this an abusive customer or few (of-which we in nz seem to be very good at being) and you tend to create a optimal situation for a flight or fall situation for those onpoint.

 

by no means is BP/Skinny (remember they are one.) a small ISP player anymore.

 

 

 

While as a IT person you will look at an issue and go, well why couldn't they pick that up... It's easy they should be trained better!

 

truth be told, It's as much of a people thing as it is a training thing (if not more).

 

 

 

 

 

Unfortunately, the drive we(nz as a whole) have to have internet as cheaply as possible doesn't leave much to keep the keen eyed people in front line from seeking alternative arrangements.





#include <std_disclaimer>

 

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




2685 posts

Uber Geek
+1 received by user: 225

Trusted

  Reply # 2047578 2-Jul-2018 15:10
Send private message

The move has been pushed through, after this thread was seen on Geekzone.

 

We, as NZ'ers also don't want to complain too much, so just move on.  In most cases, it's just easier.

 

Which is probably why I won't bother filling out the 'How Did We Do' survey sent from BigPipe in this case and just get on with it.  Move to another provider has been initiated. Cheers BigPipe, thanks for the fish. :)





Check out my LPFM Radio Station at www.thecheese.co.nz cool


18735 posts

Uber Geek
+1 received by user: 5370

Trusted
Lifetime subscriber

  Reply # 2047583 2-Jul-2018 15:19
One person supports this post
Send private message

The issue in many businesses is that the people who are good, end up set upon to cover for those who are not. This means those people are usually doing a job not originally in their description whilst the business still wants the original role fulfilled. It wears the down and those people move on. 

 

I have seen it many times. The problem is that the businesses don't set up the processes at the start, so things get caught in the cracks. Usually where I see things go wrong most often is the out of normal situations, and there is no system in place for jobs that sit unattented to be raised to management for reassignment.

 

 

 

 

 

 


Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.