I have been utilising Geekzone as a good source of information for a few years. I haven't felt the need to post as I feel I didn't have much worthwhile to add.
Perhaps this post will be worthwhile to some.
I have been with Full Flavour this year for my business broadband and my home broadband. They offered a reasonable deal and better yet, are a local company.
Our business needs the internet to function. All of our systems are in the cloud and we use VOIP.
Things started off very poorly from the outset. The install left us without internet and phones on three different occasions.
I received a note to ask why I hadn't paid my first invoices. I had not received any and had to chase them up for these. The invoice arrived and they then charged me twice.
The invoices were never itemised. I asked for itemised invoices in February and repeated requests were ignored. On May 27th I was given access to an online portal for self checking. Still not an itemised invoice. The online portal is difficult to navigate and it was here that I found out I had been overcharged for calls since the start of my contract.
I alerted Full Flavour and once again follow up emails on my part were needed. Finally a response:
"I've that you are indeed on a special rate of XXc / min and we've been overcharging you... Everything else OK with this month's invoice?"
No apology. Just a credit note to the tune of the 6 months worth of overcharging.
There have been outages and their support line goes to voicemail. Messages are left yet not replied to. I continually need to chase them for an answer.
On one occasion the voicemail greeting notified all customers to power the modem off an on to fix the issue.
When this did not fix the issue I sent an email saying:
"Rebooting multiple times during the afternoon does not fix the issue. Powering off and on does not fix the issue."
There one line reply was "Hi, please power off your modem and back on, that should fix the issue."
This is their attitude. They do not seem to care at all. I cannot recall a time in business where customer service has been so consistently poor. Communications go ignored and no responsibility is taken.
I notice they are on another drive for new business. My thoughts are their systems and service need serious refining before taking on more customer load.
I want Full Flavour to succeed. I enjoy championing small local companies. Perhaps mine is an isolated case. This is just a heads up to those of you thinking of using their service. For me they have brought me too much frustration and wasted hours.
Trusted
Full Flavour
