Connect NZ

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Geektastic

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#214899 2-Jun-2017 10:29

I sent a Samsung item for repair under warranty to Connect NZ, as requested by Samsung.

Has anyone else dealt with this outfit? For an IT specialist, their customer service so far has been non-existent.

No acknowledgement of receipt of my item, no repair updates and when I call them, vague equivocation.

Is that usual for them?

GoranZ

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#1793521 2-Jun-2017 10:33

I have had photocopiers and printers I sent to them and had no problems and great service. Didn't know they did phones too ..

Geektastic

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#1793654 2-Jun-2017 12:33

Apparently they are Samsung's warranty agent in NZ. This was a Gear watch though, rather than a phone.

Very different from Service Plus who do my Apple stuff.

They send texts/emails acknowledging receipt of equipment, updates on when the techs will look at the problem, what the problem is, when it will be fixed and when it is ready for collection.

To have an IT repair service like Connect failing to use IT to facilitate customer service seems....odd!

BTR

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#1793703 2-Jun-2017 13:38

NO idea about their servicing but they are always calling me trying to sell me a VOIP solution.

GoranZ

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#1793706 2-Jun-2017 13:47

Geektastic:

To have an IT repair service like Connect failing to use IT to facilitate customer service seems....odd!

in my short time on planet earth I have noticed builders tend to live in half finished houses .. mechanics have broken down cars and plumbers usually don't have a working toilet .. so its not that odd at all

Geektastic

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#1806720 26-Jun-2017 07:24

So. Eventually the watch arrived back at the end of last week.

Today I go to charge it and...nothing. It still has exactly the same problem it had when I sent it to them, despite their having it for 4 weeks.

Their customer service is nothing short of appalling, either - I rang them numerous times, only to end up talking with people who gave the impression that they could not tie their own shoes without assistance, got put through to people who knew nothing about the job, were in the wrong area - even on one day, was put through to a receptionist in Auckland by the technical department in Wellington after claiming that she would be able to deal with it. She knew nothing and had no idea why they would put the call through to her.

Man, is someone going to wish they had stayed in bed today by the time my call to them is done...

Inphinity

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#1806752 26-Jun-2017 08:45

I have had some reasonable amount of experience dealing with them as a customer, though on a B2B not B2C level. In my experience, they are not very good at providing timely, useful customer service, but they are very prompt to charge for their attempts. Based purely on my own experience, which it's entirely possible has been an outlier, I could not in good conscience recommend them.

Geektastic

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#1806812 26-Jun-2017 10:57

Inphinity:

I have had some reasonable amount of experience dealing with them as a customer, though on a B2B not B2C level. In my experience, they are not very good at providing timely, useful customer service, but they are very prompt to charge for their attempts. Based purely on my own experience, which it's entirely possible has been an outlier, I could not in good conscience recommend them.

I concur. Yet, Samsung use them as their warranty repair agents.

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MikeB4

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#1806816 26-Jun-2017 11:02

I have used Connect both professionally and personally. Personally they have repaired two iMacs, a Laptop and a camera for me and I had no issues at all, the work was very well done and on schedule. Professionally a large amount of work for Desktops, Laptops and Printers with only a handful of issues that were usually resolved with one phone call to the account manager.