Anyway to contact Quic?

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bigreddog

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#306771 20-Aug-2023 16:21

I get the no support thing, but there really needs to be a way to get in touch for new connections. Tried replying to the received emails (which I wasn't hopeful of a response as its noreply@quic.nz).

I know Geekzone is not meant as an official method of communication, but trying here, otherwise really don't know what I should do - maybe get the credit card payment cancelled to get some attention? If anyone from Quic does see this I'm sure you'll figure out my account based on username here and new connections from Thursday.

Queries below:
I setup a new connection on Thursday requesting connection on 11 September. On Friday got (2!) emails within 2 minutes "confirming" the new connection going live on 11 October. I get if that is just when the connection can be done, but if that's the case then just say "you requested X, but we can only do Y". It feels like maybe a typo by someone, but I have no way to check this either way?

Also, based on advice in here about ex-2degrees customers should request VLAN 10 tagging, (I did request this) but doesn't seem to have recognised anywhere?

Fingers crossed this works 🤞

Tauranga
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ssamjh

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#3118254 20-Aug-2023 16:22

Try messaging them on Facebook. Very responsive there.

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bigreddog

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#3118256 20-Aug-2023 16:25

Got rid of Facebook 4 years ago - surely I'm not unique in Quic's target market in this regard?

Tauranga
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RunningMan

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#3118257 20-Aug-2023 16:28

They did have chat on their website but can't see that any more.

bigreddog

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#3118258 20-Aug-2023 16:31

Yeah I saw someone said they had a chat, but tried different devices and browsers and couldn't find it

Tauranga
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RunningMan

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#3118259 20-Aug-2023 16:33

Used to pop up from the bottom right corner of the page, but don't see it currently.

RunningMan

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#3118260 20-Aug-2023 16:34

Perhaps flick a PM to @quic

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ssamjh

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#3118261 20-Aug-2023 16:35

My theory is the live chat icon might disappear when there is no one online to take the chat.

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michaelmurfy

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#3118298 20-Aug-2023 17:44

When you sign up the automated emails are just templates that are sent out. If you request VLAN tagging an email will come later once one of their provisioning people have had a chance to investigate. I had this with another connection and had the exact same question. It would be good if instead of filling in the comments box there was simply a tickbox to tag it on the sign-up form that changed the template that sends out to you automatically.

But otherwise, don't panic. If you listed VLAN 10 then you'll get tagged, things should move across, you'll be fine. Done this with about 5 connections without any issues now to know :)

I'm sure somebody will respond on here. There was a live chat on their website but it appears the code is removed right now so perhaps they were having people use it for technical support where it is basically a self-support product.

Michael Murphy | https://murfy.nz
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quic

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#3118375 21-Aug-2023 08:21

Hey @bigreddog! As @RunningMan has said, feel free to PM here and I can either answer directly, or pass on to someone with more brains than I!

ssamjh:

My theory is the live chat icon might disappear when there is no one online to take the chat.

Correct. :-) - We're also testing various implementations of the live chat currently, and whether it's on the public site, in the Quic account portal for existing customers, or both, etc.

michaelmurfy:

When you sign up the automated emails are just templates that are sent out. If you request VLAN tagging an email will come later once one of their provisioning people have had a chance to investigate. I had this with another connection and had the exact same question. It would be good if instead of filling in the comments box there was simply a tickbox to tag it on the sign-up form that changed the template that sends out to you automatically.

But otherwise, don't panic. If you listed VLAN 10 then you'll get tagged, things should move across, you'll be fine. Done this with about 5 connections without any issues now to know :)

Correct :-) - if you do request tagging in the comments, the templated email will still say untagged as it's a static element of the template.

Funny you mention about the tickbox scenario @michaelmurfy, we're discussing this internally at the moment, so you may see the signup form change slightly soon to allow this!

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Johnk

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#3118720 21-Aug-2023 17:34

quic:

Correct :-) - if you do request tagging in the comments, the templated email will still say untagged as it's a static element of the template.

Funny you mention about the tickbox scenario @michaelmurfy, we're discussing this internally at the moment, so you may see the signup form change slightly soon to allow this!

Just signed up, I used a tickbox to add VLAN tagging :-)

jonb

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#3121940 30-Aug-2023 15:54

My feedback on the new user sign up process after just going through it being the tech support for a family member I recommended

-agree need a pathway to access Quic on the first day signing up, luckily reading this thread I knew to go to Facebook which got a response after a bit. Could have first contact to be a Spark style robot with more instructions to save real person time.

-need better modem settings than just pppoe, username = quic@quic.nz . That was fine for the eero6 I used (after getting past the annoying feature of eero6 needing an internet connection in order to configure how the eero 6 connects to the internet but that is an eero6 problem). Using the popular hg659 for instance it has lots of other settings on the PPPoE configuration and is nice to know if they should be left as is or need to be changed to something else.

-something went wrong in the provisioning on the Quic side in this instance, not sure if Quic would have noticed without contacting them. Otherwise if Quic check automatically if new connection has accessed any websites/data usage has occured by mid morning on the day of connection and contact them if no network activity seen, or someone at Quic gets a ping to double check provisioning status and send an auto email out when fixed.

Other than that happy with the no service desk policy, 99% never need to contact once connection is up and running. I haven't done the report a fault to Chorus form but would expect a bit of extra popups before it gets submitted to deter pointless submissions.

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quic

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#3121944 30-Aug-2023 15:59

Appreciate the feedback here team, and we have been listening.

First change we've made is our "go live" email no longer comes from a noreply address, so customers are able to reach out for any issues on an initial standup of the service.

Other than that, all I can say currently is "watch this space" ;-) - you've likely seen, and will continue to see, us play around with different ideas and ways to find the balance between being self-service, and being able to be there when really needed in a technical way. It's a very fine balance to work out.

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marea102

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#3130225 21-Sep-2023 16:39

Can anyone tell me where to find the customer number on the invoice, doesn't appear to be one, nor in the online customer portal, thanks.

marea102

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#3130247 21-Sep-2023 17:34

Cancel that, found it.