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3 posts

Wannabe Geek
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Topic # 160081 22-Dec-2014 20:32
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I am wondering if anyone has had a bad or good experience with Orcon in NZ.

My trouble with Orcon began 5 weeks ago when I placed an order online for a Fibre connection at my house, this seemed to go as planned as I recieved a call confirming my order and also an installation date at my address. 5 working days prior to the installation I called to confirm and was told it would all happen on the day. The day before the installation I called again but was told this time that I had placed and incorrect order and it could not be processed. Even though I had a confirmation email showing my correct order. This was some how my fault according to Orcon.

During this phone call I was sent through to the sales department, I was assisted by a sales person on the phone who seemed helpful once again. He read out Orcons terms and conditions which included a 28 day cancellation period for the order along with free installation as per my previous order.

Once again the installation was set out for a date around 4-5 days out. This time a Chorus tec came to my house to connect the fibre cable and install a chorus box in my garage. During the installation they asked when Orcon would be coming too wire and test the modem, I told them that they would be coming on that day however they never showed up.

After calling orcon again to chase up a modem they gave me two tracking numbers for the courier company, I also enquired regarding having someone at the house too help hook it up and check the connection as the chorus staff had asked about, I was told that I must do the installation of the modem myself. After chasing the moden for two weeks and numerous calls and emails to Orcon requesting help with the installation my modem arrived with instructions that I carefully followed with no luck in securing a connection. After another phone call Orcon they said they would not help with any of the modem hook up or testing of the connection as two of the lights on my chorus box were green. This means that according to them, the problem is mine to rectify. They offered to send someone out for $150 to look at it at my cost.............

By now my patence was running thin so I decided to cancel my order within the 28 day period and start from scratch with another provider. Orcon has now put off my cancellation for a whole week thus preventing another provider from taking over the house supply. I have sent 4 emails requesting confirmation of the cancellation but all they seem to say in the reply emails is that the trouble shooting has not been completed, yet they still refuse too sent a tec too the house to check everything unless I pay for it.

Too top if off the are charging me early termination fees of $200 and refuse too accept the 28day cancellation period I was advised of when placing my order. They are also seeking the first months charge for the connection even though the connection is not finished as it does not work.

I was told by Orcon staff during one of the many phone calls that I would not start any monthly payments untill data is transferred at the address.

So for now I am stuck with a provider that does not provide me anything....... If anyone has any feedback, I would love to hear it


My house is in a brand new area and only has fibre optic cable as an option.


Simon

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  Reply # 1202335 22-Dec-2014 21:13
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Hi,

Sorry to hear of your experience with us to date.  

Try as we might, every so often things don't go perfectly with new installations.  However judging from your comments, the support you've received from us has not been up to scratch.

If you PM me your username, I'll get someone from the appropriate department to look over the situation and we'll take it from there.

Thanks and Regards

Dan



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Wannabe Geek
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Reply # 1202937 23-Dec-2014 21:39
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Hi Dan thanks for your reply,

I have actually been communicating with an Orcon staff member who also calls himself Dan and I was wondering if you were the same person?

I have found it very hard and challenging communicating with this staff member over the last month and he sent me another email today stating that according to him the installation at the house is complete and I am still liable to pay a $200 termination fee to cancel my order even though it is still within the cancellation period. He also said that all the testing on the house had been carried out even though the chorus staff that carried out the installation had no modem during the task to check any connection.

I am sure if you are the same Dan, then you will know who I am.

If how ever you are not the same Dan then here are just a few of Orcons Ticket numbers that have been produced over the last month regarding separate requests for help that I have asked for. I am sure you know these numbers are used to track certain issues that have been raised, so I am sure you can work out my Orcon account details from there.

Orcon Ticket Number #12032505

Orcon Ticket Number #12030623

Orcon Ticket Number #12030577

Orcon Ticket Number #12027507

Orcon Ticket Number #12025348

Orcon Ticket Number #12025214

Orcon Ticket Number #12021177

Orcon Ticket Number #12012643

Orcon Ticket Number #12012972

Orcon Ticket Number #12026534

Orcon Ticket Number #12032877

Regards Simon

 
 
 
 


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  Reply # 1202952 23-Dec-2014 22:10
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I find Orcon's support to be fantastic on Geekzone and Twitter.  Less so on the phone but that's likely to be my own problem with having to relay issues over the phone to someone who has to tick the boxes in their script before I get my fault escalated.  9/10 times I've already diagnosed the issue before calling but you have to go through the motions I guess.  Where it all falls down for me is when the issue gets escalated to a 3rd party like Chorus, as I recently experienced.  But I can't blame Orcon for that as they're beholden to the same on-site technicians as all ISP's.

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  Reply # 1203351 24-Dec-2014 18:15
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Thanks for taking my call Simon, as discussed I'll be in touch next week.

Sorry we couldn't at least get you online over the holiday.




Regards FireEngine




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Wannabe Geek
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Reply # 1203830 26-Dec-2014 00:33
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Once again I have been disappointed and puzzled with Orcons actions.

After finally receiving a call from a senior Orcon staff member to look into my history and assist in cancelling my order at no cost to myself as discussed,Today I have received a monthly bill for $90.52 from Orcon in an email that states my visa credit card will be charged this amount on the 5th of Jan 2015.

I am not sure how this is possible, as my house has never had a connection that has worked and no data has ever been used ?

My only wish is to cut all ties with Orcon and end my nightmare ordeal I have experienced for six weeks now. I am sad to say that I have never experienced such poor customer service or support in my life.

Throughout my experience Orcon has come up with excuse after excuse ,I can honestly say that I would not recommend that anyone sign up for a connection with Orcon as a provider as they are misleading and obviously don't value there customers or take there requests seriously.

I have also requested form Orcon via an email over a week ago for someone to guide me through Orcons official complaints procedure. I am still waiting for a reply on this.


Simon


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  Reply # 1203889 26-Dec-2014 09:42
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ThompS: Once again I have been disappointed and puzzled with Orcons actions. ...


Hi Simon, as discussed in the call I would look into this and get back to you next week - that is well in advance of the payment via CC on 5th Jan. As also discussed getting across this case so late on Christmas eve, during my holiday, I could do no more immediately than to try and get you online as a gesture during the holiday period.

Happy to progress as agreed but in the meantime automated billing runs will still carry on - I could't stop those as the data snapshot for billing was taken on 23rd - before I got involved.




Regards FireEngine


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  Reply # 1203993 26-Dec-2014 12:20
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I don't think he realised the person who called is the same person replying here ☺

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  Reply # 1204209 26-Dec-2014 20:20
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Managed to get this sorted today. Have PM'd details.




Regards FireEngine


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Wannabe Geek


  Reply # 1245251 23-Feb-2015 22:29
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ThompS: My only wish is to cut all ties with Orcon and end my nightmare ordeal I have experienced for six weeks now. I am sad to say that I have never experienced such poor customer service or support in my life.

I know exactly how you feel.
My broadband went down Dec 23rd 2014 and took 21 days to "fix". The fix being to move me to naked broadband and kill my landline. It cost me a fortune in mobile data over that time and to get my alarm dusconnected from the line to stop beeping.
Being down for 21 days did not stop their bill arriving for the full amount. I returned their modem unopened by courier when it arrived and now they want proof I returned it. Their ignorance and arrogance knows no bounds!
I signed up with Spark and it took only 4 days to get connected and at 4x the speed of Orcon's ADSL speed. Of course I could not end my account with the dreadful Orcon until they retrieved our phone number so we could port it to Spark.
I have been in the IT industry for a long time so trust my advice and avoid this company at all costs (or it will).

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