A positive Snapper refund experience

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lchiu7

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#302622 7-Dec-2022 10:15

With so bad press about customer service I just wanted to document a really positive experience i had with Snapper.

Scenario: - wife's Snapper card stopped working on the bus so she had to pay cash. Went to a kiosk and it did not recognise the card. So I called Snapper and provided the serial number They found the card and its $40 balance and emailed me a code for $50 credit - $40 balance and $10 for a new card.

Wife went into a local Snapper retailer about 30 minutes later, bought a new card, paid $10 and asked the retailer to apply the code. The card now had $50 on it. Total time from realising the card was/ faulty to getting a new one, one hour. Great service

trig42

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#3006710 7-Dec-2022 10:24

That's really good.

Wish AT hop was anywhere near that fast.

I overfilled my HOP card (long story, but I incorrectly thought that by topping up a HOP card for the amount of a Monthly Pass ($345) I could use that HOP money to buy the monthly pass - I can't) in September.

The only way you can get a refund of your HOP money is to surrender the card, which I did in Mid-October (so I could use the monthly pass I bought for cash on the HOP card I had to surrender). I submitted my HOP card and a surrender form then. After chasing them up a few times, I got my refund approved on Monday. They say up to 14 working days for the refund to appear. I may get it this year....

I can see why WRC was not keen on joining HOP.

scottjpalmer

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#3006731 7-Dec-2022 11:06

This thread is not about Wairarapa and Hutt line issues, continue that conversation here please.

elpenguino

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#3006743 7-Dec-2022 11:36

That sounds like a very user friendly process.

I had a good refund experience a couple of years ago. I bought my lad a snapper to get the bus to school but all I could buy was an adult card. So I topped it up and he went off to school , paying adult fares.

After some weeks I got my A into G, registered the card and then emailed snapper, asking them to apply a child's concession to his card. I was hoping for travel to be at child rates from then on.

They said 'sure' as well as - 'based on his travel record, we're happy he is indeed a child so we'll refund the difference between adult and child fares for all trips on his card to date'.

Most of the posters in this thread are just like chimpanzees on MDMA, full of feelings of bonhomie, joy, and optimism. Fred99 8/4/21