Maxnet - customer service levels??

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Biglegs

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#83013 8-May-2011 21:44

Hi there all;

New here - to both this forum and New Zealand. I'm shopping for my first ISP after moving from OZ. I've emailed 2 for some info, one of which is MAXNET that seems reasonably well regarded by these forums. One ISP got back to me in a couple of days. MAXNET after 10 days has yet to reply (and yes, I used there online form and received a confirmation email).

Is this typical of their service? I always worry a little when and ISP has too many services offered. Sometimes it means they don't do any of them particularly well. And BTW there's great info in these forums for those new to NZ ppl. Thanks to all those how take their time to contribute.

nakedmolerat

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#466923 8-May-2011 21:51

i have been using maxnet for over a year. customer service is 'okay'. i found email communication can be quite slow but i always get reply within 7 working days.

i have had to contact them for few issues but i found it is easier to call their phone support. however, they do not allow you to use mobile to call the 0800 number.

insane

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#466933 8-May-2011 22:49

Biglegs:

... I've emailed 2 for some info, one of which is MAXNET that seems reasonably well regarded by these forums. One ISP got back to me in a couple of days. MAXNET after 10 days has yet to reply (and yes, I used there online form and received a confirmation email).

Hi Biglegs, thanks for heads up regarding that, I'll forward this thread onto the customer services manager to investigate, no excuse for having to wait that long! Feel free to send me a PM and I'll answer any questions you may have, or find the answers if I don't know them myself.

nakedmolerat:

....I have had to contact them for few issues but i found it is easier to call their phone support. however, they do not allow you to use mobile to call the 0800 number.

0800 MAXNET has accepted mobile calls for around a year now or so, I just tried it and it's working for me. Of course the residential HD is not open 24/7 though, however Premium/Enterprise support is.

*edit* Fixed Typo

insane

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#467137 9-May-2011 15:00

@Biglegs,

I've spoken to the Customer Services Manager and he's rather surprised to hear you've waited so long for a response. Please forward your original email onto csm@maxnet.co.nz and we'll find out how the process has broken down.

Thanks,

Biglegs

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#467239 9-May-2011 18:53

Surprised? I hardly think not. Fnally got a response (nudged by INSANE I suspect) but its obvious they have an email trail and someone was asleep at the wheel.

If SALES are asleep I'd be a bit concerned. Now to see how easy it is to sign up online :)

NB Many thanks to responses!

Biglegs

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#467246 9-May-2011 19:01

For those interested, I've shortlisted two contenders in the classy, naked dsl department.

SNAP got back to me in 3 days and apologised for taking that long. But they don't offer business (small) plans and I rather liked the fact MAXNET offered bundled support and static IP. In reality, does this make a difference?

Many seem to thnk SNAP is a good ISP. And for some reason GEEKZONE don't think MAXNET worthy of its own forum.

(And I'm a genuine new to the market person, not trying to troll in the slightest)

insane

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#467361 9-May-2011 23:37

Biglegs: Surprised? I hardly think not. Fnally got a response (nudged by INSANE I suspect) but its obvious they have an email trail and someone was asleep at the wheel.

If SALES are asleep I'd be a bit concerned. Now to see how easy it is to sign up online :)

NB Many thanks to responses!

Hi Rob, I may have mentioned something to somebody.. but yeah I can see it was for some reason forwarded onto the corporate sales team when it should have been handled directly by the residential help-desk.

When it comes to DSL/Dialup there is no separate sales, support or provisioning teams, they are all cross trained.

I've just checked their email queue and the oldest email is from around 14:30 today which is the reason for the CSM's surprise :)

btw, keep the comments coming, it's good to hear honest outsider feedback

Thanks,

webwat

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#468050 11-May-2011 20:41

Biglegs: Surprised? I hardly think not. Fnally got a response (nudged by INSANE I suspect) but its obvious they have an email trail and someone was asleep at the wheel.

If SALES are asleep I'd be a bit concerned. Now to see how easy it is to sign up online :)

NB Many thanks to responses!

Probably many ISPs in NZ are small enough to have a reasonably good helpdesk but no dedicated team for residential sales (as you do; in a low-margin business you would tend to focus sales on premium customers). Thats probably a good thing, compared to others like slingshot where they pass your call around to different departments for the most basic things and helpdesk doesn't help that much.

Time to find a new industry!