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#114123 9-Feb-2013 12:01
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I see a lot of complaints about Compass - enough that I was a bit wary about approaching them after reading some of the horror stories here, so I thought that it might be worthwhile to share a counter-example of a positive experience.

For the last two years with Orcon, I've been fighting with them to try and resolve ongoing issues with my line.  Initially I got 12Mb/s.  Then I got 7Mb/s.  Finally, I was down to 3Mb/s - 800m from a cabinet.  Every time I tried to log a fault outside 9-5, I would get the dreaded "I'm sorry sir but I can't log a fault on a business line, please let me transfer you" followed by "you have called us outside office hours".  Invariably, this would mean every issue would take about a week to resolve, during which time I'd have no service - none, no phone or internet.  To top it off, the 50GB limit was pathetic for the price, so I started shopping around.

I came across Compass to start with - for less than the price of Orcon they could offer me more phone functionality, 100GB of data, and customer service based in NZ who can actually talk to me and log faults.  I decided to sign up, on the assumption that I could provision a Mammoth plan in addition and still pay less than I pay Orcon.

Connection day came and went - everything was provisioned exactly as it was meant to be, on time.  Equipment arrived the same day as provisioning was meant to happen.  And upon being connected, I received a call from one of their team to tell me that I had been set up but he wasn't happy with my sync speed (1.5Mb/s) and had logged a call with Chorus on my behalf to get that looked at.  Since I usually ended up swearing at Orcon to get calls logged, this was pretty awesome to me.

Fast forward to two weeks later, and thanks to the constant hounding by Compass to ensure that Chorus fixes the issue, Chorus now has permits in to literally replace 30m of underground cabling to get my line working again - something I would never have expected previously.

So if you're looking for a company that provides a service at a decent price, and actually sticks up for the customer, Compass would be them.  Couldn't recommend enough!

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  #758655 9-Feb-2013 12:11
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Comp-ass positive feedback? Hell must have frozen over :P
Or maybe this was the meaning of the end of the Mayan calendar.

Ive been getting really annoyed with Orcon too, definitely considering switching to another provider in the coming months, after being with them since their first unlimited plan.

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